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Call Center Workforce Optimization Grew by 14 Percent: Report

TMCnews Featured Article


July 22, 2009

Call Center Workforce Optimization Grew by 14 Percent: Report

By Jessica Kostek, TMCnet Channel Editor


DMG Consulting, a provider of call center and real-time analytics market research and consulting services, recently published its "2009 Quality Management/Liability Recording Market Share" report.
 
According to the report, the quality management/liability recording or workforce optimization market grew by 14 percent, from $2,389.1 million in 2007 to $2,724.3 million in 2008. The call center segment contributed 4.3 percent, growing from $1,019.3 million to $1,062.8 million.

 
Although, this growth rate is a bit of a decline from prior years, the WFO market has outperforming many other IT software markets and DMG Consulting attributes the rise to increased spending on security, risk and liability avoidance and cost reduction.
 
"One of the more interesting things in 2008 is that the growth of the QM/recording market was largely organic. We didn't have any large-scale acquisitions or anything that really shook up the market. What we did have are vendors who continue to provide high-value applications that help end users solve the problems that plague them -- security, risk, liability, quality and cost reduction," said Donna Fluss, president of DMG Consulting. "Also interesting is that the market hit the tipping point for IP-based solutions, as these sales accounted for 61.4 percent of the market. This is a significant change from 2007 when the mix was close to 50/50."
 
Call centers use technology such as recording to capture agent/customer call and screen activities for liability, verification, quality assurance, and to feed into analytics applications.
 
San Carlos, Calif.-based Contactual’s (News - Alert) “OnDemand Call Center” is a solution for call centers that’s delivered in the Software-as-a-Service model. Contactual allows immediate deployment for a low subscription fee with no hardware or software to buy and no implementation or maintenance team to hire.
 
With Contacutal’s OnDemand Call Center’s rich feature set, call centers can quickly and easily optimize operations and immediately realize significant cost-savings that continue over time.
 
Contactual officials said that the company has been the leader in hosted call center technology since 2000 and their patented skills based routing algorithm, patent pending Advanced Virtual Tenant Architecture or AVTA and six additional patent pending technologies set them apart.
 
“Our commitment to continuous innovation has reinvented the customer contact experience and is something that will continue to benefit our customers and partners for years to come,” company officials said.
 
 

Jessica Kostek is a channel editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Jessica’s articles, please visit her columnist page.









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