Abstract: 2008 Contact Center Workforce Management Market Report

Driven by market innovation, enterprise replacements and upgrades, the workforce management market grew at a strong 15% rate in 2007.

Workforce management (WFM) solutions are among the most important productivity tools in the contact center. The 2008 Contact Center Workforce Management Market Report is the authoritative guide to this essential and growing contact center segment.  This Report reveals how WFM applications improve contact center performance, enhance the customer experience, promote customer retention, and reduce operating costs and agent attrition.

The 2008 Contact Center Workforce Management Market Report provides an in-depth analysis of contact center workforce management best practices, implementation challenges, vendors, solutions, product functionality, technology and pricing. It addresses all aspects of the WFM market, including industry trends and directions, decision criteria for workforce management solutions, application benefits and ROI, market share by vendor, and industry penetration rates. The Report also features a buyer’s guide critiquing the competitive landscape, a vendor satisfaction study, analysis of service delivery models, detailed side-by-side comparisons of product functionality and technology, and comprehensive company reports. The Report also presents an overview of core and optional WFM modules and how each benefits enterprises in the short and long term.
 
This Report is an invaluable resource for end-user organizations considering their first investment in WFM, or a replacement or upgrade of an existing solution. It offers valuable, practical guidance for avoiding the pitfalls that have plagued many WFM implementations. The Report is essential for end users seeking best practices to improve the performance of their current WFM solution. The Report also provides critical market information for WFM vendors who wish to better understand their competitive position. It gives investors and financial analysts the most thorough analysis of WFM solutions, enabling them to accurately evaluate this dynamic market.

Report Highlights

• DMG forecasts that 2008 will be the best year in the history of the contact center market, with growth of 20%
• The market leaders are Aspect and IEX (a NICE Company), with Verint in third place
• WFM solutions have improved significantly during the past two years; they are now easier to implement, use and maintain, and more innovations are planned for 2008 and 2009
• Large contact centers are highly penetrated, but ready for product enhancements that yield rapid and quantifiable benefits. Any company that has not upgraded since 2005 should take a look at the new releases from market leaders and contenders  
• New market entrants marketing “right-sized” and “right-priced” solutions for medium-sized contact centers are altering market dynamics and presenting alternatives for cost-sensitive companies
• R&D investments in 2008 will be the strongest in the history of this market, delivering a new and welcome round of product enhancements and speeding up the product replacement cycle 

Key Reasons to Buy This Report

• This 230-page Report is the most timely, in-depth and objective analysis of the contact center workforce management market
• Get the accurate and comprehensive vendor, product, technology, pricing, and market data you need to make the right investment decision at the right price
• Discover which workforce management modules are necessary for your business, the benefits they will provide, and which can wait for the future
• Understand how innovation is driving growth in this market and how the latest enhancements to WFM solutions can improve your contact center’s performance
• Learn about the best practices that are critical for successfully implementing WFM solutions and how to avoid common and costly pitfalls

Table of Contents

Sample Figure: Contact Center Workforce Management Market Projected Growth, 2007-2009

Source: DMG Consulting LLC, December 2007

Order Information
To order a copy of the Contact Center Workforce Management Market Report contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098. You may also purchase the report online.

Additional Formats for this Abstract
The Abstract and Table of Contents are also available in PDF format.