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DMG Consulting Releases 2010 Quality Management/Liability Recording (Workforce Optimization) Mid-Year Market Share Report; Contact Center WFO Revenue Up 10.5% Over First Half of 2009, Growth Projected for Every Segment Through 2013

DMG Consulting Releases 2010 Quality Management/Liability Recording (Workforce Optimization) Mid-Year Market Share Report; Contact Center WFO Revenue Up 10.5% Over First Half of 2009, Growth Projected for Every Segment Through 2013

DMG Consulting Releases 2010 Quality Management/Liability Recording (Workforce Optimization) Mid-Year Market Share Report; Contact Center WFO Revenue Up 10.5% Over First Half of 2009, Growth Projected for Every Segment Through 2013

12/1/2010

      

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

What:    2010 Quality Management/Liability Recording (Workforce Optimization) Mid-Year Market Share Report

When:   Today, 1 December 2010

Where: Available for purchase at the DMG Consulting website: www.dmgconsult.com

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) Mid-Year Market Share Report. The Report presents a detailed analysis of the financial performance of the workforce optimization market segments and vendors during the first six months of 2010.

The first half of 2010 was very strong for the WFO market, with revenue increasing for every segment. This demonstrates that the market as a whole is recovering from the recession, although some vendors are bouncing back faster than others. Contact center WFO revenue increased by 10.5%, growing from $472.7 million in the first half of 2009 to $522.1 million in the same period in 2010. The contact center segment of the WFO market is now larger than it was during the first six months of 2008 ($507.7 million), its previous first-half peak. NICE delivered the best results in the contact center WFO segment, earning $200 million for the first six months of 2010, up by 25.8% from the same period in 2009. Verint is in second place with revenue of $180.2 million, representing a 2.5% increase over the same period in 2009.

“The recession has ended for this segment of the contact center market, and it is evident in vendor revenue for the first half of 2010, the projected growth of the market, and the investments vendors are making to enhance their products,” said Donna Fluss, President of DMG Consulting. “2011 will be the beginning of a new era for workforce optimization, with a set of vendors continuing to offer traditional QA solutions and another group of competitors offering analytics-enabled QA. Organizations that are committed to their customers and their bottom line are expected to prioritize WFO investments during 2011 and 2012.”

Total company GAAP revenue for WFO vendors in the first six months of 2010 is up by 7.6% from the same period in 2009, growing from $1,363.9 million to $1,468.1 million. On a total company GAAP basis, Verint is the largest of the WFO competitors, with total GAAP revenue of $353.3 million in the first half of 2010. However, NICE realized the biggest dollar revenue gain over its first half of 2009, growing by 17.5%, an increase of $48.9 million. Several smaller WFO competitors, including Interactive Intelligence, Calabrio, CallCopy, OAISYS and KnoahSoft, realized significant percentage increases over their performance in the first half of 2009, while others continue to recover from the impact of the recession.

DMG Consulting expects 2010 to conclude on a high note for the WFO market and for the positive momentum to continue through 2013, with every segment showing varying levels of growth.

The sixth annual Quality Management/Liability Recording Mid-Year Market Share Report addresses GAAP revenue and market share based on total company performance for 45 vendors, and breaks the numbers down by technology segment. It delivers a detailed breakdown of revenue for the following 26 vendors, which comprise 99.1% of the market: ASC, Aspect, Autonomy etalk, Cacti, Calabrio, CallCopy, ComputerTel, CSIWorld, CTI Group, CyberTech, dvsAnalytics (previously known as TDI), Envision, HigherGround, Interactive Intelligence, KnoahSoft, Magnetic North, NICE, OAISYS, OnviSource, TantaComm, Telrex (acquired by Enghouse), Verint, VirtualLogger, VPI, Xarios, and Zoom International. The remaining 0.9% (19 vendors) is addressed in the “Other” category. The Report covers:

  • Financial performance of the top 26 contact center workforce optimization vendors, along with the industry’s most comprehensive, current and accurate market share analysis
  • Four-year market outlook and projections for application segments including recording, quality assurance/quality management, performance management, speech analytics, eLearning, coaching, surveying and workforce management
  • Revenue and market share analyses by vendor on a GAAP revenue basis for total company, contact center WFO segment, quality management/recording (WFO) sector, call recording, and all applications
  • Growth rate comparisons for first-half 2010 versus first-half 2009
  • Detailed analyses of leaders and contending vendors for the various WFO segments

To learn more about the 2010 Quality Management/Liability Recording Mid-Year Market Share Report, or to order a copy, visit www.dmgconsult.com, or contact 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.