SOURCE: DMG Consulting LLC

June 25, 2008 08:00 ET

Quality Management/Liability Recording Market Reaches Record $2.39 Billion in 2007

Leading Industry Analyst Firm, DMG Consulting LLC, Reports Record Industry Revenue Driven by Contact Center Workforce Optimization (WFO) Market, Now Approaching $1 Billion Annually

WEST ORANGE, NJ--(Marketwire - June 25, 2008) - DMG Consulting LLC, the leading provider of contact center and real-time analytics market research and consulting services, today published the 2008 Quality Management/Liability Recording Market Share Report. This annual report is universally recognized as the most accurate, comprehensive and detailed financial analysis of this dynamic and aggressive growth market.

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.

To learn more about the 2008 Quality Management/Liability Recording Market Share Report or to order a copy, go to www.dmgconsult.com, or contact Deborah Navarra at 516-628-1098 or deborah.navarra@dmgconsult.com.

About DMG Consulting LLC

DMG Consulting LLC is an advisory and consulting firm specializing in contact centers and real-time analytics. We are a strategic advisor to end users and vendors large and small. Our mission is to help our clients build world-class contact centers by leveraging technology, process and people. We assist 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. We help vendors develop products and services that deliver differentiated innovation and benefits to suit the current and future needs of end users.

DMG Consulting is also the leading provider of industry research for many segments of the contact center market, including: Quality Management/Liability Recording, Speech Analytics, Contact Center Performance Management, Surveying and Analytics, Workforce Management, Contact Center Outsourcing, and Hosted Contact Center Infrastructure. DMG Consulting is a leading contributor to contact center, CRM and general business publications around the world. DMG Consulting publishes 2 to 3 articles monthly that are read by over 1 million people around the globe.