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December 02, 2010

DMG Consulting Releases Comprehensive Report on Call Recording, Workforce Optimization Sectors

By Tracey E. Schelmetic, TMCnet Contributor

DMG Consulting has just announced the release of its 2010 Quality Management/Liability Recording (Workforce Optimization) Mid-Year Market Share Report. The report has been crafted to present a detailed analysis of the financial performance of the workforce optimization and call recording market segments and vendors for the first six months of 2010.

Contact center workforce optimization revenue grew from $472.7 million in the first half of 2009 to $522.1 million in the same period in 2010, an increase of 10.5 percent. The contact center segment of the workforce optimization market is now larger than it was during the first six months of 2008 ($507.7 million), its previous first-half peak, according to DMG.

Total company revenue (under accepted accounting principles or GAAP) for workforce optimization vendors during the first six months of 2010 was up by 7.6 percent from the same period in 2009, growing from $1,363.9 million to $1,468.1 million. On a total company GAAP basis, Verint (News - Alert) is the largest of the workforce optimization players, with total GAAP revenue of $353.3 million in the first half of 2010. However, NICE Systems realized the biggest dollar revenue gain over its first half of 2009, growing by 17.5 percent, an increase of $48.9 million. Several smaller workforce optimization competitors, including Interactive Intelligence, Calabrio, CallCopy, OAISYS and KnoahSoft (News - Alert), realized significant percentage increases over their performance in the first half of 2009, while others continue to recover from the impact of the recession.

The sixth annual Quality Management/Liability Recording Mid-Year Market Share Report is a comprehensive analysis that coversthe performance of 45 vendors, and breaks the numbers down by technology segment. It delivers detailed revenue for the following 26 vendors, which comprise 99.1 percent of the workforce optimization market: ASC, Aspect, Autonomy etalk, Cacti, Calabrio, CallCopy, ComputerTel, CSIWorld, CTI (News - Alert) Group, CyberTech, dvsAnalytics (previously known as TDI), Envision, HigherGround, Interactive Intelligence, KnoahSoft, Magnetic North, NICE, OAISYS, OnviSource, TantaComm, Telrex (News - Alert) (acquired by Enghouse), Verint, VirtualLogger, VPI, Xarios and Zoom International.

In addition to the market share analysis, the report covers four year outlook and projections for companies working in the call recording, quality assurance, quality management, performance management, speech analytics, e-learning, coaching, surveying and workforce management sectors. It also contains detailed information about the major players in the call recording and workforce management arenas.

Tracey Schelmetic is a contributing editor for TMCnet. To read more of Tracey's articles, please visit her columnist page.

Edited by Chris DiMarco

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