For the third consecutive time, DMG Consulting has listed Ransys as one of the 7 leading global vendors of Contact Center Surveying/Feedback and Analytics systems

Surveying/Feedback and Analytics Market Increases by 18 Percent as Need to Retain
Customers Grows.  Recession Spurs Growth as Companies Recognize the Need to Keep Customers Happy

WEST ORANGE, NJ - August 12, 2009 - DMG Consulting LLC, a leading provider of contact
center and real-time analytics market research and consulting services, today published the 2009
Contact Center Surveying/Feedback and Analytics Market Share Report.

Despite the economic recession, 2008 was a very good year for the contact center
surveying/feedback market. The number of implementations grew by 18 percent, from 1,850 in
2008 to 2,177 in 2009. Based on performance in 2008 and activity so far in 2009, DMG
Consulting is forecasting an increase in the number of contact center surveying/feedback
implementations of 6 percent in 2009, 5 percent in 2010 and 8 percent in 2011.

The current recession has actually spurred growth in the surveying/feedback market because
enterprises need to understand their customers in order to retain and continue to sell to them.
When used correctly, feedback can give management an indication of customer loyalty, market
perception, brand strength, customer satisfaction and the overall customer experience. Social
media also played an important part in the growth of the industry, although there was more talk
than products making their way to the market. It is becoming extremely important to know what
customers are saying in the "outside world," and even more vital that companies turn customer
feedback to their advantage.

"Social networking is starting to play a part in the growth of this market," said Donna Fluss,
president of DMG Consulting. "Leading organizations are asking contact centers to develop
channels for true two-way communication with customers. DMG expects social media to have a
substantial impact on the market over the next two years."

The 2009 Contact Center Surveying/Feedback and Analytics Market Report provides an in-
depth analysis of all aspects of this emerging market including vendors, product functionality,
technology, market trends, challenges, market share, adoption rates, benefits, return on
investment (ROI), best practices, customer satisfaction and pricing. Surveying/feedback is the
best method for enterprises to determine if customers are satisfied with the quality of their
products and services.

In the past, the contact center surveying market was dominated by vendors offering a limited
amount of surveying application functionality in conjunction with their consulting services. Over
the last three years, a number of vendors entered the market with packaged surveying solutions
designed for enterprises to use without accompanying consulting services. 2009 also saw
vendors enhancing solutions to be broader in scope and better positioned to survey other
important constituents-employees, partners, investors and prospect-to make survey results
more actionable and timely. This report features a detailed review of the seven leading vendors-
Allegiance, Confirmit, inContact, Mindshare, Ransys, RightNow and Verint-that offer full contact

center surveying/feedback and analytics solutions and a high-level review of the emerging
solutions.

To learn more about the 2009 Contact Center Surveying/Feedback and Analytics Market
Report or to order a copy, go to www.dmgconsult.com , or contact Deborah Navarra at
+1.516.628.1098 or This e-mail address is being protected from spambots. You need JavaScript enabled to view it