Gartner Research

Contact Center Call-Recording and Quality Management Vendor Landscape, 2010

Published: 10 November 2009

ID: G00171840

Analyst(s): Jim Davies

Summary

The contact center quality management landscape consists of vendors of varying size, sophistication, vision and go-to-market strategy. Despite this, market trends ranging from forced platform replacement to an elevated focus on the customer experience are driving investment in this complex market.

Table Of Contents
  • Overview
  • ASC
  • Aspect
  • Autonomy
  • Cacti
  • Calabrio
  • CallCopy
  • CyberTech International
  • dvsAnalytics (formerly TDI/TeleDirect International)
  • eLoyalty
  • Envision
  • HigherGround
  • inContact
  • Interactive Intelligence
  • KnoahSoft
  • LiveOps
  • Magnetic North
  • NICE Systems
  • OnviSource
  • TantaComm
  • Telrex
  • Verint Systems
  • VirtualLogger
  • VPI

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