3rd Party Remote Call Monitoring Feature
Research Shows Strong Growth in Quality Management and Liability Recording Market
As a result of the success such solutions have delivered to this industry, the demand has spread throughout multiple industries in a quest to prioritize strategic focus on customer service and streamlined processes.
DMG Consulting has reported that based on financial data of both public and private companies, the overall Quality Management/Liability Recording market grew by 13.1 percent in 2007 to reach $2.389 billion in sales.
This consulting firm has reported that the market’s compounded annual growth rate (CAGR) over the past four years was 28.6 percent. The contact center segment of the market, known also as workforce optimization (WFO), showed steady growth of 19.2 percent, after achieving 47 percent growth in 2006. WFO is the fastest growing segment of the market as it quickly approaches $1 billion in annual sales.
The sustaining growth in this mature and dynamic market is fueled by the migration towards IP-based recording, emerging vendors, product innovation, organic growth, acquisitions and the continue
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. The report examines revenue and market share by application for recording and quality management solutions.
The vendors covered in the report include Aspect, Autonomy etalk, ASC, Cacti (News - Alert), Calabrio, CallCopy, Cybertech, Envision, Higher Ground, Interactive Intelligence, Knoahsoft, Magnetic North, NICE, OnviSource, TantaComm, TDI/Wygant, Telrex, Verint (News - Alert), VirtualLogger, VPI, and more than 25 others.
As the drive for improved quality in customer service continues to grow as a key differentiator in the contact center industry, the demand for quality management and liability recording solutions will also grow. This growth will also be fueled by increased regulations in the industry.
As the opportunity expands beyond the contact center industry, it is likely that this growth will be more substantial in other markets as the benefits become better known. For those vendors competing in this space, the opportunities are virtually endless.
Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.