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

TTRI provides a comprehensive, half-yearly snapshot of the recording industry. Market data, analysis and discussion of the trends shaping the recording industry are the key features of this report.



Report Highlights
H.lights typically include analysis and insights of changing competitive dynamics and market activity.


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DATAMONITOR VIEW 1
CATALYST 1
SUMMARY 1
ANALYSIS 2
Overview of revenues from contact center 2
Market shares outside the contact center 3
Market shares by sector outside the contact center 5
Overview of total market and share by channel 8
Market share by product type 10
Market share by application 12
Market share by region 16
VENDOR NEWS 18
NICE 18
Product and service portfolio changes 18
Key customer wins 19
Verint 19
Product and service portfolio changes 19
Key customer wins 19
Witness 19
BUSINESS DEVELOPMENTS: SURVIVING THE OPTIMIZATION EVOLUTION 20
SUMMARY 20
METHODOLOGY 20
ANALYSIS 21
Best-of-breed and suites are locked in a pointless battle that benefits no one 21
Consolidation is cooling down 21
Partnerships are more important than ever 21
Integration and interoperability are what customers care about 22
Professional services remain the un-tapped growth market in optimization 23
Professional services hold the key to broader market education and validation 24
Access to global organizations will drive growth in previously difficult to enter markets 25
Refocusing on customers will lead to stronger product and higher growth 25
Adopters generally follow a development curve in optimization deployments 26
Size and complexity of CC operations plays a central role in their adoption of optimization solutions 27
ACTIONS 28
Educate the market, partner well and sell customer-focused tools for success 28
APPENDIX 29
Guidance on usage 29
Definitions 30
Recording industry revenues 30
Contact centers 31
Consulting 32
Ask the analyst 32

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Table 1: H2 2006 contact center market share and revenues 3
Table 2: Change in contact center revenues from H1 2006 to H2 2006 3
Table 3: H2 2006 revenues and market share outside the contact center 4
Table 4: Change in revenues outside the contact center from H1 2006 to H2 2006 4
Table 5: Change in revenues outside the contact center from H2 2005 to H2 2006 5
Table 6: H2 2006 market shares in financial trade floor 6
Table 7: H2 2006 market share in air traffic control 6
Table 8: H2 2006 market share in public safety 7
Table 9: H2 2006 market share in government 7
Table 10: H2 2006 market share in other 8
Table 11: H2 2006 total revenues 9
Table 12: H2 2006 market share by direct sales 9
Table 13: H2 2006 market share by indirect sales 10
Table 14: H2 2006 revenues and market share by product type 11
Table 15: H2 2006 market share by hardware 11
Table 16: H2 2006 market share by software 12
Table 17: H2 2006 market share by services 12
Table 18: H2 2006 revenues by application 13
Table 19: H2 2006 market share in QA 14
Table 20: H2 2006 market share in logging 14
Table 21: H2 2006 market share in analytics 15
Table 22: H2 2006 market share in training 15
Table 23: H2 2006 market share in WFM 16
Table 24: H2 2006 revenues by region 17
Table 25: H2 2006 market share in the Americas 17
Table 26: H2 2006 market share in EMEA 18
Table 27: H2 2006 market share in APAC 18


Figure 1: H2 2006 percentage breakdown of contact center and non-contact center revenues 2
Figure 2: H1 2006 revenues outside the contact center by sector 5
Figure 3: H2 2006 revenues by channel 8
Figure 4: H2 2006 revenues by product type 10
Figure 5: H2 2006 revenues by application 13
Figure 6: H2 2006 revenues by region 16
Figure 7: Top 3 technology investment priorities over the next 12 months 24
Figure 8: The contact center optimization adoption path 27

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