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Latest Research from DMG Consulting

NEW!
2011 - 2012 Contact Center Performance Management Benchmark Study and Market Report

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2011 Proactive Customer Care Product and Market Report

NEW!
2011 Quality Management/ Liability Recording (WFO) Market Share Report

NEW!
2011 - 2012 Contact Center Workforce Management Market Report

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2011 Quality Management/Liability Recording (WFO) Market Share Report

Featuring leading industry analysis of the dynamic quality management/liability recording market, DMG's eighth annual Quality Management/Liability Recording (WFO) Market Share Report is widely recognized by the contact center industry and financial communities for its depth and breadth of data.

The 2011 Quality Management/Liability Recording (WFO) Market Share Report provides a detailed, multi-faceted revenue and market share analysis of this sector. It 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, geographic and sales-model basis.

The Report covers 45 vendors in total and analyzes the fiscal 2010 revenue and market share for the top 26 vendors: ASC, Aspect, Autonomy etalk, Cacti, Calabrio, CallCopy, ComputerTel, Coordinated Systems, Inc., 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, Coordinated Systems, Inc., and Xarios

Key elements of the 2011 Quality Management/Liability Recording (WFO) Market Share Report include:

Total company revenue and market share analysis for all vendors that sell quality management/liability recording (WFO) solutions for contact centers and other uses, including detailed analysis by company, geography and technology sector, with drill-down analyses from total company to contact center-only views
For the first time, a revenue analysis for the two primary industry categories - enterprise and security - as well as revenue and market share for hardware, software and services, for the market and by vendor
Geographical analysis of revenue and market share for North America, Europe, Asia Pacific, Caribbean & Latin America, and Middle East & Africa, by vendor
Revenue for 2010 by application for recording (contact center, non-contact center, video and other), quality assurance, workforce management, speech analytics, performance management and surveying, coaching and eLearning
Comparisons analyzing 2009 and 2010 revenue and market share growth for total company on a GAAP, contact center WFO, revenue source and sales channel basis
Five-year revenue trend analyses for total company, contact center WFO, geography and vertical
Hosted/cloud-based revenue and market share analysis for 2010, by vendor

To learn more about DMG Consulting LLC's 2011 Quality Management/Liability Recording (WFO) Market Share Report, contact Deborah Navarra at 516-628-1098 or deborah.navarra@dmgconsult.com.

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Order your copy of the 2011 Quality Management/Liability Recording (WFO) Market Share Report today.

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Abstract / Table of Contents

* Acquired by NICE in March 2011
** Acquired by Enghouse Systems Limited in June 2010



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