Based on financial data of both public and private companies, DMG Consulting reports the overall Quality Management/Liability Recording market grew by 13.1% in 2007, reaching $2.389 billion in sales. DMG Consulting reports that the market’s compounded annual growth rate (CAGR) over the past 4 years was 28.6%. The contact center segment of the market, also known as Workforce Optimization (WFO), continued to grow at a steady 19.2%, after achieving 47% growth in 2006. Approaching $1 billion in annual sales, WFO is the fastest growing segment of the contact center market.
Emerging vendors, product innovation, organic growth, acquisitions, and the continued migration towards IP-based recording are fueling and sustaining growth in this mature, yet dynamic market. “Driven by new analytically-oriented applications, the Quality Management/Liability Recording market continues to re-invent itself and find a way to maintain momentum year after year,” says Donna Fluss, president of DMG Consulting LLC. “As many of the applications in this market are counter-cyclical and capable of weathering challenging economic times, we expect 2008 to be another year of significant market expansion.”
The 2008 Quality Management/Liability Recording Market Share Report provides a detailed revenue and market share analysis for the WFO market and its 45 competitors. This Report analyzes revenue and market share by application for recording (total voice, contact center, non-contact center, TDM and IP) and quality management solutions. It also analyzes revenue by application for all Quality Management/Liability Recording 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. It presents growth comparisons between 2006 and 2007 for the market, technology sectors and contact center and non-contact center views. The Report includes five- and four-year revenue trend analyses for total company GAAP revenue, contact center WFO segment, geography and vertical. It includes revenue and market share for hardware/software/services and geography for the market and individual vendors. The report also provides analysis of recording by TDM and IP for contact center and non-contact center uses.
The vendors covered in the 2008 Quality Management/Liability Recording Market Share Report include Aspect, Autonomy etalk, ASC, Cacti, Calabrio, CallCopy, Cybertech, Envision, Higher Ground, Interactive Intelligence, Knoahsoft, Magnetic North, NICE, OnviSource, TantaComm, TDI/Wygant, Telrex, Verint, VirtualLogger, VPI, and more than 25 others.
About DMG Consulting LLC:
DMG Consulting LLC is a strategic advisor to companies large and small. The company mission is to leverage technology, process and people to optimize operational efficiency, sales and profits for its clients. The actionable strategies and tactics effect change in internal process and technology to maximize the return from all customer-facing activities - sales, marketing and customer service. The company methodology includes in-depth analysis of all processes, systems and staff that touch customers.
Published: Thursday, July 24, 2008
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