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DMG Consulting Releases 2010 Quality Management/Liability Recording (Workforce Optimization) Market Share Report; Tracks Performance and Market Share of 45 Competitors

DMG Consulting Releases 2010 Quality Management/Liability Recording (Workforce Optimization) Market Share Report; Tracks Performance and Market Share of 45 Competitors

DMG Consulting Releases 2010 Quality Management/Liability Recording (Workforce Optimization) Market Share Report; Tracks Performance and Market Share of 45 Competitors

7/13/2010

      

Who: DMG Consulting LLC, a leading provider of contact center and real-time analytics market research and consulting services

What: Releases seventh annual 2010 Quality Management/Liability Recording (Workforce Optimization – WFO) Market Share Report

When: Today, 13 July 2010

Where: Available at the DMG Consulting online store: www.dmgconsult.com/store/store.asp.

Background:

DMG Consulting LLC, a leading provider of contact center and real-time analytics market research and consulting services, today released its 2010 Quality Management/Liability Recording (Workforce Optimization – WFO) Market Share Report. This Report is a comprehensive resource for the contact center industry and the financial community, designed to help them thoroughly understand the current status, future performance, and outlook for the 45-plus competitors in this dynamic market.

The Report reveals that following seven consecutive years of strong revenue growth, the worldwide economic recession slowed the expansion of the quality management/liability recording (workforce optimization – WFO) market. Contact center WFO revenue fell by 6.4%, from an all-time high of $991.2 million in 2008 to $928.2 million in 2009. Despite the drop in contact center WFO sales in 2009, total company GAAP revenue continued to grow from $929.1 million in 2004 to $2,912.2 million in 2009, due primarily to the performance of one company.

While the WFO market’s two largest competitors, Verint* and NICE, continue to dominate and play a significant role in the success of the overall sector, DMG expects to see many of the smaller WFO vendors come on strong in 2010. Those who do not pick up momentum and improve their profitability this year are expected to be actively seeking acquisition partners over the next few years.

“Although 2009 was a challenging year for the contact center WFO sector due to the recession, DMG predicts that 2010 will be a good year for most WFO vendors around the world. Some regions, such as Europe, may lag slightly, but we expect to see them fully recover in 2011-2012,” said Donna Fluss, president of DMG Consulting. “Many of the contact center WFO vendors have used the last 18 months to enhance their products and sales and marketing strategies. These companies will come out of the recession stronger than they went in, and are well positioned for significant growth.”

The 2010 Quality Management/Liability Recording (WFO) Market Share Report is the most comprehensive revenue and market share analysis of this dynamic technology sector. The Report includes:

  • Coverage of 45 vendors in total, featuring detailed analyses of the top 23 leading and contending vendors, including: ASC, Aspect, Autonomy etalk, Cacti, Calabrio, CallCopy, CTI Group**, CyberTech, dvsAnaytics (previously TDI), Envision, HigherGround, Interactive Intelligence, KnoahSoft, Magnetic North, NICE, OAISYS*, OnviSource, TantaComm, Telrex***, Verint, VirtualLogger, VPI and Zoom International
  • Total company revenue and market share analysis for all vendors that sell quality management/liability recording (WFO) solutions for contact centers and other uses, including detailed analysis by company, geography and technology sector, with drill-down analyses from total company to contact center-only views
  • Revenue and market share for 2009 by application for recording and quality management solutions including total voice, contact center, non-contact center, Time Division Multiplexing (TDM) and Internet Protocol (IP)
  • Revenue for 2009 by application for all quality management/recording (WFO) market segments, including recording (contact center, non-contact center, video and other), quality assurance, workforce management, speech analytics, performance management and surveying, coaching and eLearning
  • Revenue and market share for 2009 for hardware, software and services, for the market and by vendor
  • Growth in total and by company from 2008 to 2009 for the overall market and relevant technology sectors, with contact center and non-contact center views
  • Five-year revenue trend analyses for total company revenue, contact center WFO, geography and vertical

To learn more about the 2010 Quality Management/Liability Recording (WFO) Market Share Report, or to order a copy, visit www.dmgconsult.com or email Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098.

About DMG Consulting LLC DMG Consulting LLC is an advisory and consulting firm specializing in contact centers and real-time analytics. We are a strategic advisor to end users and vendors, large and small, and the financial community. Our mission is to help our clients build world-class contact centers by leveraging technology, process and people. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs.

DMG Consulting is the leading provider of industry research for many segments of the contact center market, including: Quality Management/Liability Recording, Speech Analytics, Performance Management, Surveying/Feedback, Workforce Management, Contact Center Outsourcing, Hosted Contact Center Infrastructure Solutions, Interactive Voice Response Systems, Unified Communications and Outbound Dialing Solutions. For more information, visit www.dmgconsult.com.

* This report includes current data following the May 2010 completion of Verint’s restatement of its financials.

** New to Report this year

*** Telrex was acquired by Enghouse Systems Limited in June 2010