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DMG Consulting Releases 2011 Quality Management/Liability Recording (Workforce Optimization) Market Share Report; Explores Financial Performance and Market Share of 45 Industry Players

DMG Consulting Releases 2011 Quality Management/Liability Recording (Workforce Optimization) Market Share Report; Explores Financial Performance and Market Share of 45 Industry Players

DMG Consulting Releases 2011 Quality Management/Liability Recording (Workforce Optimization) Market Share Report; Explores Financial Performance and Market Share of 45 Industry Players

6/22/2011

      

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

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

When:   Today, 22 June2011

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 2011 Quality Management/Liability Recording (Workforce Optimization) Market Share Report. The Report is a comprehensive resource for members of the contact center industry and the financial community who want to thoroughly understand the current financial performance and market activity of the 45-plus competitors in this market.

As DMG predicted in the previous edition of this Report, 2010 was a strong and steady year for the WFO market. The overall market recovered nicely, with almost every revenue segment that decreased in 2009 exceeding its prior-year (2008) high. Despite the lingering effects of the recession across Europe and other geographies, 2010 total WFO company revenue increased by 10.2% to $3,208.9 million on a generally accepted accounting principles (GAAP) basis, up from $2,912.2 million in 2009. Additionally, while some vendors experienced a slowdown and the contact center sector did not fare as well as the overall WFO market, contact center WFO has done well over the past five years. In fact, it outperformed many IT segments, with total revenue increasing by 9.0%, from $928.4 million in 2009 to $1,012.1 million in fiscal 2010.

“The WFO market progressed nicely in 2010, given the difficult economy of the two previous years, and DMG expects 2011 to be another positive year – perhaps the sector’s best year yet,” said Donna Fluss, President of DMG Consulting. “The market is bifurcated, with healthy competition at the top between NICE and Verint, and an enormous opportunity for a strong third contender to emerge, creating solid competition among the smaller providers.”

DMG predicts that 2012 and 2013 will also be good years for the WFO sector, with strong sales of contact center and security-related offerings, improved sales of the professional services needed to assist users with increasingly complex products, and the continued acceptance and growth of cloud-based WFO offerings.

The 2011 Quality Management/Liability Recording (WFO) Market Share Report is the most comprehensive revenue and market share analysis of this technology sector. The Report addresses total company revenue and market share, analyzes revenue by technology sector, and provides a detailed evaluation of the market on a company-wide, contact center WFO, vertical, application, geography and sales-model basis. It also and delivers five-year revenue trend analyses for total company, contact center WFO, geographic and vertical segments.

The Report covers 45 vendors in total, and analyzes the fiscal 2010 vendor and market share for the top 26 vendors: ASC, Aspect, Autonomy etalk, Cacti, Calabrio, CallCopy, ComputerTel, CSI World, CTI Group, CyberTech*, dvsAnalytics, Envision, HigherGround, Interactive Intelligence, KnoahSoft, Magnetic North, NICE, OAISYS, OnviSource, TantaComm, Telrex**, Verint, VirtualLogger, VPI, Xarios, and Zoom International. This year’s Report also includes three vendors for the first time: ComputerTel, CSI World, and Xarios.

To learn more about the 2011 Quality Management/Liability Recording (WFO) Market Share Report, read the abstract and the table of contents. 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.

* Acquired by NICE in March 2011

** Acquired by Enghouse Systems Limited in June 2010