Trends and Technology in the Recording Industry: (TTRI) H2 2006

DATAMONITOR VIEW

CATALYST

SUMMARY

ANALYSIS

Overview of revenues from contact center

Market shares outside the contact center

Market shares by sector outside the contact center

Overview of total market and share by channel

Market share by product type

Market share by application

Market share by region

VENDOR NEWS

NICE

Product and service portfolio changes

Key customer wins

Verint

Product and service portfolio changes

Key customer wins

Witness

BUSINESS DEVELOPMENTS: SURVIVING THE OPTIMIZATION EVOLUTION

SUMMARY

METHODOLOGY

ANALYSIS

Best-of-breed and suites are locked in a pointless battle that benefits no one

Consolidation is cooling down

Partnerships are more important than ever

Integration and interoperability are what customers care about

Professional services remain the un-tapped growth market in optimization

Professional services hold the key to broader market education and validation

Access to global organizations will drive growth in previously difficult to enter markets

Refocusing on customers will lead to stronger product and higher growth

Adopters generally follow a development curve in optimization deployments

Size and complexity of CC operations plays a central role in their adoption of optimization solutions

ACTIONS

Educate the market, partner well and sell customer-focused tools for success

APPENDIX

Guidance on usage

Definitions

Recording industry revenues

Contact centers

Consulting

Ask the analyst

List of Tables

Table 1: H2 2006 contact center market share and revenues

Table 2: Change in contact center revenues from H1 2006 to H2 2006

Table 3: H2 2006 revenues and market share outside the contact center

Table 4: Change in revenues outside the contact center from H1 2006 to H2 2006

Table 5: Change in revenues outside the contact center from H2 2005 to H2 2006

Table 6: H2 2006 market shares in financial trade floor

Table 7: H2 2006 market share in air traffic control

Table 8: H2 2006 market share in public safety

Table 9: H2 2006 market share in government

Table 10: H2 2006 market share in other

Table 11: H2 2006 total revenues

Table 12: H2 2006 market share by direct sales

Table 13: H2 2006 market share by indirect sales

Table 14: H2 2006 revenues and market share by product type

Table 15: H2 2006 market share by hardware

Table 16: H2 2006 market share by software

Table 17: H2 2006 market share by services

Table 18: H2 2006 revenues by application

Table 19: H2 2006 market share in QA

Table 20: H2 2006 market share in logging

Table 21: H2 2006 market share in analytics

Table 22: H2 2006 market share in training

Table 23: H2 2006 market share in WFM

Table 24: H2 2006 revenues by region

Table 25: H2 2006 market share in the Americas

Table 26: H2 2006 market share in EMEA

Table 27: H2 2006 market share in APAC

List of Figures

Figure 1: H2 2006 percentage breakdown of contact center and non-contact center revenues

Figure 2: H1 2006 revenues outside the contact center by sector

Figure 3: H2 2006 revenues by channel

Figure 4: H2 2006 revenues by product type

Figure 5: H2 2006 revenues by application

Figure 6: H2 2006 revenues by region

Figure 7: Top 3 technology investment priorities over the next 12 months

Figure 8: The contact center optimization adoption path