DMG Consulting has published its 4th annual Quality Monitoring/Liability Recording Product and Market Report, an authoritative guide to developments in the contact center QM/Liability Recording and Workforce Optimization (WFO) market. DMG forecasts more than $2.3 billion in sales of QM/Liability recording and WFO products by the end of 2007, a 10% increase over 2006. This counts sales from all vendors of quality monitoring, liability recording, coaching and eLearning, performance management, workforce management, surveying and speech analytics.
According to the report, Internet Protocol (IP) was also on the upswing in 2007. Sales of IP recording grew 40% in 2007, and that number should increase to between 50% and 55% in 2008.
Sustained robust growth is being driven 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, many of whom are focusing on sales to small and mid-size businesses. This segment has historically been under-penetrated, and is likely to be a growth market in 2008 and beyond.
The QM/Liability Recording Product and Market Report, one of a series of reports published by DMG annually, covers more than 45 companies and provides in-depth profiles for 14 leading firms and contenders.More information about Service and Support can be found at www.SupportIndustry.com