Quality Management/Liability Recording (Workforce Optimization) Market Defies Recession


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DMG Consulting Attributes Record 2008 Revenues to Increased Sales of Analytical Applications and Continuous Vendor Innovation

WEST ORANGE, NJ — January 22, 2009 — DMG Consulting LLC, a leading provider of contact center and real-time analytics market research and consulting services, today published the 2008-2009 Quality Management/Liability Recording Product and Market Report.

The Workforce Optimization (WFO) market continues to be a great performer, despite the recession gripping the US. In the first half of 2008, total revenue for the Quality Management (QM)/Liability Recording (WFO) market was $1,336 million. This represents an 18.3% increase over the $1,230 million of revenue in the first half of 2007. The contact center segment of the market exceeded $507 million in the first half of 2008, a 13.4% increase over the same period in 2007. Despite the worldwide economic slowdown in 2008, DMG predicts that the Quality Management/Liability Recording market will exceed $2.5 billion for the year, once all year-end reporting is completed.

2008 was a unique year for the WFO market. With no mergers, growth was organic. WFO vendors have succeeded by listening to their customers and delivering solutions and capabilities that meet their needs. This is the market’s ongoing formula for success. The 2008 – 2009 Report features a new section dedicated to Product Innovation and Vision, which continue to fuel growth in the WFO market. Responding to customer needs, vendors have enhanced core recording and quality assurance tools and have seen increased sales of high-value WFO analytical modules, such as Speech Analytics, Surveying/Feedback, Contact Center Performance Management, and Coaching.

Also new in this year’s report is a section featuring a wide variety of quality assurance evaluation forms. DMG Consulting receives frequent requests from its clients for sample forms. Vendors were invited to provide samples for various activities and call center types. The report contains 23 different forms that can assist end users trying to build Quality Assurance programs, and can help identify solutions that fit their needs.

“The QM/Recording (WFO) market is amazing. It has grown steadily for the past five years and has continued to deliver very strong results throughout 2008, despite the recession,” says Donna Fluss, President of DMG Consulting. “What makes this market so unique is that it’s comprised of vendors who ‘get it.’ These are vendors, large and small, who listen to their customers and are delivering solutions and functionality that address their needs, at prices they can afford.”

DMG expects the recession to last through most of 2010, but forecasts continued growth in the QM/Recording market. DMG expects this market to outperform other contact center technology sectors because WFO solutions are viewed as mission-critical, having proven their ability to improve productivity, customer retention, the customer experience, and to generate incremental revenue.

The 2008-2009 Quality Management/Liability Recording Product and Market Report features in-depth company profiles of leading and contending vendors—Aspect, Autonomy etalk, CallCopy, Envision, Interactive Intelligence, KnoahSoft, NICE, OnviSource, TDI, Verint Systems and VPI. This Report analyzes each company’s strategy, products, functionality, technology, implementations, packaging, pricing, training, workshops, and customer satisfaction ratings. The Report examines all aspects of each company’s strategy, ability to execute, revenue, market activity and share. This Report enables end users to choose the right solution at the right price for their contact center by providing the most detailed and accurate market information available.

To learn more about the 2008-2009 Quality Management/Liability Recording Product and Market Report or to order a copy, go to www.dmgconsult.com, or contact Deborah Navarra at 516-628-1098 or [email protected].

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 and Interactive Voice Response Systems.

Our consulting experience with more than 2000 end-user organizations and our hands-on operational, technology and financial expertise give us deep insight into what customers want and need from enterprises and vendors.

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