DMG Releases Report for Contact Center Industry and Financial Community
July 14, 2010
The report on overall performance of the any industry directly affects end customer satisfaction which underlines the need for appropriate management of customer and consideration of the end customer's perspective regarding that particular industry. The industry report also help the enterprises to make quality improvements in both process and service delivery that ultimately lead to decreased input costs.
DMG Consulting LLC, a provider of contact center and real-time analytics market research and consulting services, today released its 2010 Quality Management/Liability Recording (Workforce Optimization - WFO) Market Share Report. This report is a comprehensive resource for the contact center industry and the financial community.
It is designed to help them thoroughly understand the current status, future performance, and outlook for the 45-plus competitors in this dynamic market.
The report states that contact center WFO revenue fell by 6.4 percent, from an all-time high of $991.2 million in 2008 to $928.2 million in 2009. Despite the drop in contact center WFO sales in 2009, total company GAAP revenue continued to grow from $929.1 million in 2004 to $2,912.2 million in 2009, due primarily to the performance of one company.
However, the WFO market's two largest competitors, Verint and NICE, continue to dominate and play a significant role in the success of the overall sector. DMG expects to see many of the smaller WFO vendors come on strong in 2010. Donna Fluss, president of DMG Consulting said that the firm predicts that 2010 will be a good year for most WFO vendors around the world and some regions, such as Europe, may lag slightly, but we expect to see them fully recover in 2011-2012. The Report includes:
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Coverage of 45 vendors in total, featuring detailed analyses of the top 23 leading and contending vendors, including: ASC, Aspect, Autonomy etalk, Cacti, Calabrio, CallCopy, CTI Group, CyberTech, dvsAnaytics (previously TDI), Envision, HigherGround, Interactive Intelligence, KnoahSoft, Magnetic North, NICE, OAISYS, OnviSource, TantaComm, Telrex, Verint, VirtualLogger, VPI and Zoom International
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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
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Revenue and market share for 2009 by application for recording and quality management solutions including total voice, contact center, non-contact center, Time Division Multiplexing (TDM) and Internet Protocol (IP)
To know more about the 2010 Quality Management/Liability Recording (WFO) Market Share Report, or to order a copy, visit www.dmgconsult.com or email Deborah Navarra at
[email protected] or 516-628-1098.
Edited by
Alice Straight
