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Quality Management/Liability Recording Revenue Grows by 106% in 2006

Quality Management/Liability Recording Revenue Grows by 106% in 2006

Quality Management/Liability Recording Revenue Grows by 106% in 2006



WEST ORANGE, NJ—JUNE 28, 2007—DMG Consulting LLC, the leading provider of contact center and real-time analytics market research and consulting services, has published the 2007 Quality Management/Liability Recording Market Share Report. This annual Report is the most accurate, complete and detailed financial analysis for this dynamic market, based on financial data from public and private companies. The Report addresses revenue and market share for all quality management/liability recording vendors with contact center offerings and covers best-of-breed providers, workforce optimization suites and infrastructure providers. This 110-page Market Share Report analyzes all functional components of these applications, including quality management, recording (TDM and IP), performance management, speech analytics, surveying, coaching, eLearning and workforce management. It also analyzes revenue and market share by segment, geography and sales model.

The 2007 Quality Management/Liability Recording Market Report provides critical insight into how emerging vendors, product innovation, organic growth and acquisitions have more than doubled the size of this market between 2005 and 2006. “The QM/recording market is the fastest growing contact center segment, despite the maturity and commoditization of the traditional functional component,” says Donna Fluss, President of DMG Consulting LLC. “The overall market increased by an amazing 106% between 2005 and 2006. The contact center component of the workforce optimization market increased by a very significant 44.7%” she adds. This Report examines how recent acquisitions, IP recording and the entrance of contact center infrastructure vendors are altering the competitive landscape. It includes a pro forma analysis of Verint’s acquisition of Witness on 2007 market leadership.

The Quality Management/Liability Recording Market Report is essential for vendors, investors and members of the financial community looking to understand the strength of this market sector. The Report provides a four-year trend analysis and examines the factors that are fueling the sustained growth of the overall market and individual vendors. “We expect the rapid growth of this market, driven by product innovation, emerging vendors and acquisitions, to continue for the next couple of years, says Fluss.

The 2007 Quality Management/Liability Recording Market Report includes:

  • Detailed revenue and market share analysis by vendor for the total market, quality management/liability recording segment, contact center quality management/liability recording (including related applications), with and without workforce management.
  • Four-year quality management/liability recording revenue trend comparisons and compounded annual growth rates.
  • Revenue and market share data for 2006 by application, for the market and individual vendors.
  • 2006 revenue and market share data for hardware, software and services, for the overall market and by vendor.
  • Revenue and market share for 2006 by geography.
  • Pro forma Verint/Witness merger market impact analysis.

To learn more about the 2007 Quality Management/Liability Recording Market Report or to order a copy, go to, or contact Deborah Navarra at 516-628-1098 or

About DMG Consulting LLC

DMG Consulting LLC is a strategic advisor to companies large and small. Our mission is to help companies build cost-effective contact center and service environments that provide an outstanding customer experience. We achieve this goal by helping our clients leverage technology, process and people to optimize operational efficiency, sales and profits. Our actionable strategies and tactics effect change in clients’ internal process and technology to maximize the returns from all customer-facing activities – sales, marketing and customer service. Our customers include Global 2000 companies such as RealNetworks, Sub-Zero/Wolf, Stride Rite, Sun Microsystems, T-Mobile, Emerson Process Management, J. Jill Group, HBCS, Carlson and Bosch.