Call Center Recording

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Call Center Recording Feature Article

December 12, 2007

Research Shows Contact Center QM/Liability Recording Market to Grow

By Susan J. Campbell, TMCnet Contributing Editor


The contact center industry faces increased pressures to not only be sure that their operations are abiding by rules and regulations, they must also performance at optimal levels to ensure they can provide the organization with the most value.

To ensure they can achieve both, contact centers look to solutions that enable for practical recording of customer interactions and workforce optimization solutions. This is an area of increased focus for contact centers throughout the world and sales are expected to reflect this increasing demand.
DMG Consulting has published its 4th annual QM/Liability Recording Product and Market Report, positioned as the industry’s authoritative guide to developments in the contact center QM/Liability Recording and Workforce Optimization (WGO) market.

According to this report, DMG Consulting forecasts more than $2.3 billion in sales of QM/Liability recording and WFO products by the end of 2007, representing a 10 percent increase over performance in 2006. If the market performs as expected, this growth could be even greater for 2008.

Sustained robust growth is being driven primarily 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 and many of these are focused on sales to small and mid-sized businesses.

This segment of the market has been historically under-penetrated, and is likely to be a growth market in 2008 and beyond. With the anticipation of more and more new businesses in this segment, strong growth is expected.
Donna Fluss, President and Founder of DMG noted in a statement: “In a basically mature market with significant consolidation in the past year, the rate of growth was impressive. 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. It provides an in-depth profile for 14 leading firms and contenders.

The research reports on QM/Liability Recording, WFO, Speech Analytics, Surveying, and Contact Center Performance Management. DMG’s research is recognized throughout the industry for its accurate, through and impartial approach. In an industry where much research tends to favor a particular vendor or service provider, a neutral approach is a welcome approach.
The reports also contain the industry’s most accurate financial and market share data, highly valuable for both financial analysts and investors.
Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for To see more of her articles, please visit Susan J. Campbell’s columnist page.


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