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

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

Published Date: June 2007

Published By: Datamonitor

Page Count: 33

Order Code: R313-23975

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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