This is the authoritative guide to the quality management and liability recording market, vendors and products. The Report analyzes all applications in this dynamic growth market, including Quality Management, Liability Recording (Time Division Multiplexing (TDM) and Internet Protocol (IP)), Surveying, Coaching and eLearning. This comprehensive 400-page document is the only complete analysis of the QM/liability recording market, vendors, applications, pricing and market share written from the end-user perspective.

The Report features more than 40 vendors, including in-depth company and product profiles of market leaders and contenders, Envision, etalk, NICE, Verint, VirtualLogger, Voice Print, Witness and Wygant. It also addresses new vendors and solutions entering the market from contact center infrastructure and stand-alone companies. The Report provides the detailed information that end users need to make an optimal investment selection or upgrade for their company.

The 2006-2007 Quality Management/Liability Recording Product and Market Report is essential for all contact centers looking to increase productivity and effectiveness, enhance their customers’ experience, improve customer loyalty and quality, and grow revenue.

Report Scope

• Overview of the contact center and quality management/liability recording market, including trends influencing market developments
• Market projections by sector: Recording (TDM and IP), Quality Management, Performance Management, Speech Analytics, eLearning, Coaching and Surveying
• Comprehensive assessment of the competitive landscape, from leaders to emerging vendors
• Analysis of worldwide market penetration for the various components of quality management/liability recording suites
• Detailed market share analysis for all major segments of quality management/liability recording
• High-level corporate, technical and functional side-by-side comparisons of nine vendors, from the leaders to up-and-coming competitors
• Product pricing
• In-depth company reports for leaders and contenders, reviewing and analyzing their overall performance, products, services, technology, functionality, pricing, differentiators, challenges and futures
• Comprehensive market directory

Report Highlights

• The QM/liability recording market will grow by 9.5%, from $1.025 billion in 2005 to $1.122 billion in 2006.
• DMG Consulting forecasts significant growth in all segments of the QM/liability recording market, driven by strong customer demand for innovation and business intelligence.
• VoIP recording continues to grow at unprecedented rates, 100% from 2004 to 2005, and is projected to grow by another 100% between 2005 and 2006, and by 70% in 2007.
• Sales of quality management applications are expected to pick up in 2006 and 2007, driven by innovative workflow and automation capabilities that enhance departmental performance and effectiveness.
• 2005 was a landmark year for the QM/liability recording market, as it expanded by 10.3% and broke the billion dollar mark, making it one of the most important sectors in the contact center market.
• 2006 and 2007 will see widespread adoption of speech analytics, performance management, and coaching applications, driven by rapid benefits and results.

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