03.03.2011 That: DMG Consulting LLC, a leading provider of telephony,
Centre contact and analysis in real-time for market research and consulting services
What: releases 2010-2011 quality management/liability?
Recording (optimization of labour - WFOS) product and
Market report
When: Today, March 20th, 2011
Where: Available in DMG Consulting online shop:
http://www.dmgconsult.com/store/store.asp
Background:
Services of DMG Consulting LLC, a leading provider of telephony, contact and research of market analysis in real time and consulting, today launched its management of the quality of 2010 - 2011/product of recording (optimization of labour) of responsibility and market report. This report is the more complete analysis, based on facts and timely this technology mature but dynamic sector. Designed to help end users to make the proper selection of technology and provider WFOS for their contact center, the report takes detailed on 18 suppliers, suites and applications and their important differentiators.
After almost three decades, management of quality/recording (WFOS) QM market contact center continues to evolve and move forward at a rapid pace. While many consider QM and solutions of recording that the commodity, the 2010 - 2011 quality management/liability recording (workforce optimization) product and market report reveals just the opposite.
"The perception that the maturity of the market WFOS is equal to commodification has never been more wrong," said Donna Fluss, President of DMG Consulting. "While the basic concepts of square meters, recording and WFOS have become standardized with the time, the ways in which suppliers provide functionality vary widely and are becoming increasingly innovative."
DMG research shows that 2010 was a great year for the WFOS market. Centres WFOS contact revenue increased 10.5%, comparison of $ million in the first half of 2009 to 522.1 million dollars in the same period in 2010. This segment of the market is now greater than during the first half of 2008 (507.7 million dollars), the peak of its previous H1. DMG predicts that the joint market WFOS will continue to expand, recovering strongly from the recession, with growth of 7% in 2011, 6% in 2012 and 5.5 per cent in 2013.
One thing the recession gave the market WFOS was time for providers to invest in research and development. The result is the wide variety of high quality solutions that are expanding the range of end users of options today. Innovations in automation of workflow provider, integration between WFOS modules, analysis, and SaaS, they are leading to fierce competition, and aggressive pricing is widespread.
"Although the recession largely has passed, end users will always be in a position where they needed to do more with less," said Fluss. "They want solutions that will contribute to the most useful findings of his quality control process, as the automation of the workflow and want at competitive prices for suppliers who want to be their partners." "It is a market of the buyer, and end users have more options than ever when it comes to WFOS."
The 2010-2011 product of recording (WFOS) quality management/liability and market report covers 18 suppliers in total and features detailed evaluations of products and the company to the leaders of the top 13 and contenders: aspect, Avaya, Calabrio, CallCopy, dvsAnalytics, interactive intelligence, KnoahSoft, Nice, OAISYSOnviSource, Verint, VPI and Zoom. Five suppliers - Cybertech, Genesys, inContact, Nexidia, and Utopia: also dealt with in a high level. The report also includes:
• Introduction, outlook, trends, challenges and projections for
WFOS market and each of its ten individual applications:
recording, square metres, training, eLearning, performance management,
analysis of the speech, topography, workforce management, desktop
analysis and analysis of text
• Comparison and analysis of prices for suppliers based on the premise,
hosted and administered for the upper market 13 service offerings
competitors
• The truth about the eight greatest of WFOS market errors
• Analysis of satisfaction of the end user with the suppliers, products,
implementations, innovation, prices and support
• Directory of global market and much more
To learn more about the 2010-2011 product of recording (WFOS) quality management/liability and market report, or to request a copy, visit www.dmgconsult.com or Deborah Navarra at deborah.navarra@dmgconsult.com email or 516-628-1098.
About DMG Consulting LLC
DMG Consulting LLC is a consulting and consulting specializing in telephony, please contact centers and analysis in real time. We are a strategic advisor to end users and suppliers, large and small and the financial community. Our mission is to help our clients build contact centers of international level through the use of technology, processes and people. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an exceptional experience to the customer, improve loyalty and increase sales and profits. We also help vendors develop products and services that offer differentiated innovation and benefits present and future of the end-user to meet needs.
DMG Consulting is the leading provider of research of the industry for many segments of the telephony and contact center markets, including: quality management/liability recording, speech Analytics, Performance Management interactive voice response systems, surveying and comments, workforce management, contact Center Outsourcing, please contact centre infrastructure hosted solutions, unified communications and outbound dialing solutions. For more information, visit www.dmgconsult.com.
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