SOURCE: DMG Consulting LLC

December 11, 2007 08:00 ET

DMG Predicts Contact Center QM/Liability Recording Market to Exceed $2.3 Billion in 2007

Leading Analyst/Consulting Firm Predicts 10% Growth in Workforce Optimization Market

WEST ORANGE, NJ--(Marketwire - December 11, 2007) - DMG Consulting today published its 4th annual QM/Liability Recording Product and Market Report, the industry's authoritative guide to developments in the contact center QM/Liability Recording and Workforce Optimization (WFO) market. DMG forecasts more than $2.3 billion in sales of QM/Liability recording and WFO products by the end of 2007, a 10% increase over 2006.

Sustained robust growth is being driven by migration to IP recording, valuable new applications and significant refinements to established offerings. A new generation of mid-tier vendors is entering the market, many of whom are focusing on sales to small and mid-size businesses. This segment has historically been under-penetrated, and is likely to be a growth market in 2008 and beyond.

"In a basically mature market with significant consolidation in the past year, the rate of growth was impressive," said Donna Fluss, President and Founder of DMG. "Credit goes to the vendors -- both leaders and contenders -- who produced a significant amount of innovation in response to customer demand. 2008 promises to be another healthy year of growth in this market."

The QM/Liability Recording Product and Market Report, one of a series of reports published by DMG annually, covers more than 45 companies and provides in-depth profiles for 14 leading firms and contenders. DMG's research reports on QM/Liability Recording (WFO), Speech Analytics, Surveying, Workforce Management, and Contact Center Performance Management are recognized throughout the industry for their accurate, thorough and impartial approach, written from the end-user perspective. The reports also contain the industry's most accurate financial and market share data, highly valuable for both financial analysts and investors.

About DMG Consulting LLC

DMG Consulting LLC is a strategic advisory and consulting firm specializing in contact centers and real-time analytics. As strategic advisor to end users and vendors, large and small, DMG helps vendors develop products and services that deliver differentiated innovation and benefits to suit the current and future needs of end users. DMG's end-user consulting practice assists 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. DMG's actionable strategies and tactics effect change in process and technology to maximize the return from all customer-facing activities -- sales, marketing and customer service.