NEW! 2011 Quality Management/Liability Recording (WFO) Market Share Report
WFO market performance was strong despite the lingering effects of the worldwide recession, which is still very apparent in a number of countries in Europe and is still slowing business in many other geographies. Total company revenue increased to $3,208.9 million on a generally accepted accounting principles (GAAP) basis, an increase of 10.2% over 2009’s $2,912.2 million. Equally important, the overall trend for WFO competitors is positive, as reflected in the five-year CAGR of 11.1% for GAAP revenue between 2006 and 2010. Despite the Great Recession, the WFO market has continued to grow every year since 2003, when we started to follow this sector. Learn more.

NEW! 2011 – 2012 Contact Center Workforce Management Market Report
2010 was a very good year for sales of contact center WFM solutions, and 2011 and 2012 are expected to be even better. During 2010, the sector continued to show growth, with 8,089 contact centers using WFM solutions, up 21.5% from 6,659 in 2009. During the same period, the number of contact center seats grew by 19.0%, from 4,846,128 in 2009 to 5,768,805 in 2010, with a majority of vendors showing double-digit growth in number of seats. The 2011-2012 DMG Contact Center Workforce Management Market Report explores four existing and emerging trends that are driving change and innovation in the WFM market, injecting new life and opportunity into this long-time staple of the contact center. Learn more.

NEW! 2010 - 2011 Quality Management/Liability Recording (Workforce Optimization) Product and Market Report
After nearly three decades, the contact center quality management (QM)/liability recording (also known as workforce optimization (WFO)) market continues to evolve and progress at a surprisingly rapid pace. While many consider QM and recording solutions to be commodities, the 2010 – 2011 Quality Management/Liability Recording (Workforce Optimization) Product and Market Report reveals quite the opposite. The core concepts of QM, recording and WFO have certainly become standardized, a clear benefit in a mature market. However, the ways in which vendors are delivering functionality – such as software-based recording, PCI and automated QA workflows – vary greatly. For users of this technology, it should be of great interest that this is very much a buyer’s market, and the solution choices are unprecedented in their depth and breadth. The recession enabled WFO vendors to invest time and resources into research and development. Vendor innovations in workflow automation, integration between WFO modules, analytics and SaaS, are sparking fierce competition, and aggressive pricing is becoming pervasive. Learn more.

NEW! 2010 - 2011 Hosted Contact Center Infrastructure Market Report
Among the many reasons why adoption is increasing at a rapid rate and is expected to continue to pick up momentum is because these solutions require minimal cash outlays and provide quick deployment, rapid and quantifiable return on investment, scalability and agility, ongoing investment protection and reduced maintenance burden. Ongoing vendor investment and product enhancements continue to expand product functionality at the same time as vendors are introducing improved deployment and integration models. The strength of the hosted contact center infrastructure sector is evident in the market share it has taken away from traditional premise-based solutions, its high projected growth rates for the next four years and the number of new vendors entering the sector. Learn more.

NEW! 2010 - 2011 Speech Analytics Product and Market Report
Speech analytics, even more than other contact center solutions, has proven to be somewhat recession-proof. The compounded annual growth rate (CAGR) of speech analytics implementations between 2004 and 2009 was 153%. Between 2008 and 2009, the number of implementations grew from 1,864 to 2,592, an increase of 39%. Perhaps more telling, the number of speech analytics seats climbed by 48.4% over this same period, as enterprises expanded adoption both within the contact center and beyond to other organizations such as sales and marketing. DMG Consulting expects that the speech analytics market will continue to enjoy robust growth over the next several years, with projected growth rates of 40% in 2010, 42% in 2011, 32% in 2012 and 25% in 2013. Learn more.

NEW! 2010 QM/Liability Recording (WFO) Mid-Year Market Share Report
2010 started well for the workforce optimization vendors, and is expected to end even stronger. Revenue has increased for every segment of the WFO market. The contact center segment of the WFO market has performed very well in the first half of 2010. 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), which was its previous first-half peak. Learn more.

NEW! 2010 - 2011 Text Analytics Product and Market Report
The overall outlook for text analytics for the next few years is very positive. Due to the growing need for enterprises to address their social media challenges, the text analytics market is expected to expected to see a 26.2% compounded annual growth rate (CAGR) between 2010 and 2014. And, as enterprises users become familiar with text analytics capabilities and benefits, it is expected that they will apply it to many other related areas. Text analytics remains a buyer’s market, and prospects should take advantage of this opportunity to acquire the right solution at the right price. Learn more.