The quality management/liability recording technology segment -- considered part of workforce optimization (WFO) -- continues to be one of the strongest performers in the contact center market. The core of a comprehensive quality management/liability recording (QM/LR) suite is expanding. In addition to continuous improvements in QM/LR suite functionality during the past four years, new enhancements are already on the way. The leading suites are being upgraded on a semiannual or annual basis, and vendors continue to improve some of the older components. Vendor and investor interest in QM/LR has driven strong and steady growth rates. The competitive landscape for the QM/LR market continues to evolve, despite its overall maturity. Market leadership is more than merely market share; it is the reflection of a company's size, scale, products, service, and investments in research and development, as well as its ability to execute.