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2017 Contact Center Workforce Optimization Market Share Report

2017 Contact Center Workforce Optimization Market Share Report

Widely regarded as the authoritative source of industry data and insight, DMG Consulting’s Workforce Optimization Market Share Report is essential for vendors and investors who want to understand the current status and assess the future performance of the dynamic WFO market and its competitors.

Methodical, accurate and trusted analysis of the maturing WFO sector

The 2017 Contact Center Workforce Optimization Market Share Report, our 14th annual edition, addresses revenue for fiscal 2016, and provides an in-depth and insightful analysis of the financial performance of the leading and contending WFO suite providers, applications and sectors. This Report represents the most accurate and comprehensive coverage of this technology segment, which after 20+ years of remarkable growth, is showing its age.

The WFO market is at a critical turning point. Companies need WFO solutions to optimize and engage employees and to capture and analyze customer insights. The question is who companies are going to buy these solutions from: WFO suite providers, best-of-breed vendors, contact center infrastructure providers, or others.  The WFO sector is transforming, and market growth will depend on vendors adapting to changing market dynamics.

The future of WFO lies in expanding its addressable market beyond the contact center; it’s time for the WFO vendors to rethink their sales models. There is great potential to sell WFO applications to back-office departments throughout enterprises, where DMG estimates there are 2.5 times more employees than in the front office in the US alone. The broad applicability of WFO solutions throughout enterprises means that WFO solutions should be part of many software suites and sold by a variety of vendors. To achieve wider adoption, however, the vendors need to customize their solutions and their sales pitches to address the specific needs of the different functions within a company.

The 2017 Contact Center Workforce Optimization Market Share Report provides a detailed analysis of 99.3% of the revenue for the vendors in the WFO market; the remaining 0.7% of revenue is addressed in the “Other” category. The Report analyzes the financial performance of the top 24 vendors, including: 8×8, ASC, Aspect, Avaya, Calabrio, ComputerTel, Coordinated Systems, Inc., dvsAnalytics, Enghouse, Envision, Genesys, HigherGround, inContact (pre-acquisition), Interactive Intelligence (pre-acquisition), Mitel, NICE, OnviSource, OpenText (new to the 2017 Report), TelStrat, TantaComm, Verint, VirtualLogger, Xarios, and ZOOM International. (inContact, acquired by NICE on November 14, 2016, and Interactive Intelligence, purchased by Genesys as of December 1, 2016, are included on a pre-acquisition basis.)

Key Reasons to Buy this Report:

  • Total company GAAP revenue and market share analysis for all vendors who sell workforce optimization suites for contact centers and other uses
  • Revenue analysis for the two primary industry categories: enterprise and security
  • Drill-down analyses of WFO market revenue and market share, from total company to contact-center-only views of the data
  • Revenue and market share analyses for recording and quality assurance/quality management, the two core applications in the WFO market
  • Growth comparisons analyzing 2015 and 2016 revenue and market share for total company on a GAAP, contact center WFO, revenue source and sales-channel basis
  • Five-year revenue trend analyses for total company revenue based on GAAP, contact center WFO, geography, vertical, revenue source and sales channel
  • Five-year revenue trends by application for 14 workforce optimization segments, including recording (contact center, non-contact center and video), quality management/assurance, workforce management (contact center and non-contact center), speech analytics, performance management, surveying/voice of the customer, desktop analytics, text analytics, coaching, eLearning and gamification
  • Geographical analysis of revenue and market share for North America, Europe, Asia Pacific, and Caribbean and Latin America (CALA)/Middle East and Africa (MEA) (combined), by vendor for each region
  • Back-office/branch revenue and market share analysis
  • Revenue source (hardware, license/software, cloud/hosted/software as a service (SaaS), and services) revenue and market share analysis, by vendor

Table of Contents

1. Executive Summary
2. Introduction
3. Financial Information Sources
4. Debates about Methodology
5. DMG’s Methodology
6. 2016 Total Company GAAP Revenue and Market Share (all WFO-related vendors)
7. 2016 Revenue and Market Share by Industry Category
8. 2016 WFO and Recording Solutions Revenue and Market Share
9. 2016 Total WFO and Recording Revenue and Market Share, Excluding Security-Related Solutions and Video
10. 2016 Contact Center WFO Revenue and Market Share
11. 2016 Quality Assurance/Quality Management Revenue and Market Share
12. Total Company GAAP Revenue and Market Share, 2015 vs. 2016 Comparison
13. Total Company GAAP Revenue, 2016 vs. 2015 Comparison
14. Total Company GAAP Revenue Trends, 2012 – 2016
15. Contact Center Workforce Optimization Revenue, 2016 vs. 2015 Comparison
16. Contact Center WFO Revenue Trends, 2012 – 2016
17. 2016 WFO and Recording Solutions Revenue and Market Share by Application
18. 2016 Total Voice Recording Revenue and Market
19. 2016 Contact Center Recording Revenue and Market Share
20. 2016 Non-Contact-Center Recording Revenue and Market Share
21. 2016 Voice Recording Revenue and Market Share
22. 2016 Total Workforce Management Revenue and Market Share
23. 2016 Workforce Management Revenue and Market Share
24. Revenue Trends by Geography, 2012 – 2016
25. 2016 North America (US and Canada) Revenue and Market Share
26. 2016 Europe Revenue and Market Share
27. 2016 Asia-Pacific Revenue and Market Share
28. 2016 Rest-of-World (CALA and MEA) Revenue and Market Share
29. Revenue Trends by Vertical, 2012 – 2016
30. 2016 Back-Office/Branch Revenue and Market Share
31. 2016 Hardware Revenue and Market Share
32. 2016 License/Software Revenue and Market Share
33. 2016 Cloud/Hosted/Software-as-a-Service Revenue and Market Share
34. 2016 Services Revenue and Market Share
35. Revenue Source Analysis, 2016 vs. 2015
36. Revenue Source Trends, 2012 – 2016
37. 2016 Direct Revenue and Market Share
38. 2016 Indirect Revenue and Market Share
39. Revenue by Sales Channel Analysis, 2016 vs. 2015 Comparison
40. Revenue by Sales Channel Trends, 2012 – 2016

Table of Figures

Figure 1: 2016 Total Company GAAP Revenue and Market Share (all WFO-related vendors)
Figure 2: 2016 Total Company GAAP Revenue Market Share
Figure 3: 2016 Revenue and Market Share by Industry Category
Figure 4: 2016 Market Share by Industry Category
Figure 5: 2016 WFO and Recording Solutions Revenue and Market Share
Figure 6: 2016 WFO and Recording Solutions Market Share
Figure 7: 2016 Total WFO and Recording Revenue and Market Share, Excluding Security and Video
Figure 8: 2016 WFO and Recording Market Share, Excluding Security and Video
Figure 9: 2016 Contact Center WFO Revenue and Market Share
Figure 10: 2016 WFO Contact Center Market Share
Figure 11: 2016 Quality Assurance/Quality Management Revenue and Market Share
Figure 12: 2016 Quality Assurance/Quality Management Market Share
Figure 13: Total Company GAAP Revenue and Market Share, 2016 vs. 2015 Comparison
Figure 14: Total Company GAAP Revenue, 2016 vs. 2015 Comparison
Figure 15: Total Company GAAP Revenue, 2016 vs. 2015 Comparison
Figure 16: Total Company GAAP Revenue Trend, 2012 – 2016
Figure 17: Total Company GAAP Revenue Trends, 2012 – 2016
Figure 18: Contact Center Workforce Optimization Revenue, 2016 vs. 2015 Comparison
Figure 19: Total Contact Center WFO Revenue, 2016 vs. 2015 Comparison
Figure 20: Contact Center WFO Revenue Trends, 2012 – 2016
Figure 21: Contact Center WFO Revenue Trends, 2012 – 2016
Figure 22: 2016 WFO and Recording Solutions Revenue and Market Share by Application
Figure 23: 2016 WFO Recording Solutions Revenue and Market Share by Application
Figure 24: WFO and Recording Solutions Revenue Trends by Application, 2012 – 2016
Figure 25: WFO and Recording Solutions Revenue Trends, 2012 – 2016
Figure 26: 2016 Total Voice Recording Revenue and Market Share
Figure 27: 2016 Total Voice Recording Market Share
Figure 28: 2016 Contact Center Recording Revenue and Market Share
Figure 29: 2016 Contact Center Recording Market Share
Figure 30: 2016 Non-Contact-Center Recording Revenue and Market Share
Figure 31: 2016 Non-Contact-Center Recording Market Share
Figure 32: 2016 Voice Recording Revenue and Market Share
Figure 33: 2016 Total Recording Revenue, Contact Center vs. Non-Contact-Center
Figure 34: 2016 Total Workforce Management Revenue and Market Share
Figure 35: 2016 Total Workforce Management Market Share
Figure 36: 2016 Workforce Management Revenue and Market Share
Figure 37: 2016 Workforce Management Revenue, Contact Center vs. Back-Office/Branch
Figure 38: Revenue Trends by Geography, 2012 – 2016
Figure 39: Revenue Trends by Geography, 2012 – 2016
Figure 40: 2016 North America (US and Canada) Revenue and Market Share
Figure 41: 2016 North America (US and Canada) Market Share
Figure 42: 2016 Europe Revenue and Market Share
Figure 43: 2016 Europe Market Share
Figure 44: 2016 Asia-Pacific Revenue and Market Share
Figure 45: 2016 Asia-Pacific Market Share
Figure 46: 2016 Rest-of-World (CALA & MEA) Revenue and Market Share
Figure 47: 2016 Rest-of-World (CALA and MEA) Market Share
Figure 48: Revenue Trends by Vertical, 2012 – 2016
Figure 49: Revenue Trend by Vertical, 2012 – 2016
Figure 50: 2016 Back-Office/Branch Revenue and Market Share
Figure 51: 2016 Back-Office/Branch Market Share
Figure 52: 2016 Hardware Revenue and Market Share
Figure 53: 2016 Hardware Market Share
Figure 54: 2016 License/Software Revenue and Market Share
Figure 55: 2016 License/Software Market Share
Figure 56: 2016 Cloud/Hosted/Software-as-a-Service (SaaS) Revenue and Market Share
Figure 57: 2016 Cloud/Hosted/SaaS Market Share
Figure 58: 2016 Services Revenue and Market Share
Figure 59: 2016 Services Market Share
Figure 60: Revenue Source Analysis, 2016 vs. 2015
Figure 61: Revenue Source Analysis, 2016 vs. 2015
Figure 62: Revenue Source Trends, 2012–2016
Figure 63: Revenue Source Market Share Trends Full Year 2012 – 2016
Figure 64: Revenue Source Trends, 2012 – 2016
Figure 65: 2016 Direct Revenue and Market Share
Figure 66: 2016 Direct Revenue Market Share
Figure 67: 2016 Indirect Revenue and Market Share
Figure 68: 2016 Indirect Revenue Market Share
Figure 69: Revenue by Sales Channel Analysis, 2016 vs. 2015 Comparison
Figure 70: Revenue by Sales Channel Analysis, 2016 vs. 2015 Comparison
Figure 71: Revenue by Sales Channel Trends, 2012 – 2016
Figure 72: Revenue as a Percentage of Sales Channel Trends, Full Year 2012 – 2016
Figure 73: Revenue by Sales Channel Trends, 2012 – 2016

+ Report Includes

Key Reasons to Buy this Report:

  • Total company GAAP revenue and market share analysis for all vendors who sell workforce optimization suites for contact centers and other uses
  • Revenue analysis for the two primary industry categories: enterprise and security
  • Drill-down analyses of WFO market revenue and market share, from total company to contact-center-only views of the data
  • Revenue and market share analyses for recording and quality assurance/quality management, the two core applications in the WFO market
  • Growth comparisons analyzing 2015 and 2016 revenue and market share for total company on a GAAP, contact center WFO, revenue source and sales-channel basis
  • Five-year revenue trend analyses for total company revenue based on GAAP, contact center WFO, geography, vertical, revenue source and sales channel
  • Five-year revenue trends by application for 14 workforce optimization segments, including recording (contact center, non-contact center and video), quality management/assurance, workforce management (contact center and non-contact center), speech analytics, performance management, surveying/voice of the customer, desktop analytics, text analytics, coaching, eLearning and gamification
  • Geographical analysis of revenue and market share for North America, Europe, Asia Pacific, and Caribbean and Latin America (CALA)/Middle East and Africa (MEA) (combined), by vendor for each region
  • Back-office/branch revenue and market share analysis
  • Revenue source (hardware, license/software, cloud/hosted/software as a service (SaaS), and services) revenue and market share analysis, by vendor
+ Table of Contents

Table of Contents

1. Executive Summary
2. Introduction
3. Financial Information Sources
4. Debates about Methodology
5. DMG’s Methodology
6. 2016 Total Company GAAP Revenue and Market Share (all WFO-related vendors)
7. 2016 Revenue and Market Share by Industry Category
8. 2016 WFO and Recording Solutions Revenue and Market Share
9. 2016 Total WFO and Recording Revenue and Market Share, Excluding Security-Related Solutions and Video
10. 2016 Contact Center WFO Revenue and Market Share
11. 2016 Quality Assurance/Quality Management Revenue and Market Share
12. Total Company GAAP Revenue and Market Share, 2015 vs. 2016 Comparison
13. Total Company GAAP Revenue, 2016 vs. 2015 Comparison
14. Total Company GAAP Revenue Trends, 2012 – 2016
15. Contact Center Workforce Optimization Revenue, 2016 vs. 2015 Comparison
16. Contact Center WFO Revenue Trends, 2012 – 2016
17. 2016 WFO and Recording Solutions Revenue and Market Share by Application
18. 2016 Total Voice Recording Revenue and Market
19. 2016 Contact Center Recording Revenue and Market Share
20. 2016 Non-Contact-Center Recording Revenue and Market Share
21. 2016 Voice Recording Revenue and Market Share
22. 2016 Total Workforce Management Revenue and Market Share
23. 2016 Workforce Management Revenue and Market Share
24. Revenue Trends by Geography, 2012 – 2016
25. 2016 North America (US and Canada) Revenue and Market Share
26. 2016 Europe Revenue and Market Share
27. 2016 Asia-Pacific Revenue and Market Share
28. 2016 Rest-of-World (CALA and MEA) Revenue and Market Share
29. Revenue Trends by Vertical, 2012 – 2016
30. 2016 Back-Office/Branch Revenue and Market Share
31. 2016 Hardware Revenue and Market Share
32. 2016 License/Software Revenue and Market Share
33. 2016 Cloud/Hosted/Software-as-a-Service Revenue and Market Share
34. 2016 Services Revenue and Market Share
35. Revenue Source Analysis, 2016 vs. 2015
36. Revenue Source Trends, 2012 – 2016
37. 2016 Direct Revenue and Market Share
38. 2016 Indirect Revenue and Market Share
39. Revenue by Sales Channel Analysis, 2016 vs. 2015 Comparison
40. Revenue by Sales Channel Trends, 2012 – 2016

Table of Figures

Figure 1: 2016 Total Company GAAP Revenue and Market Share (all WFO-related vendors)
Figure 2: 2016 Total Company GAAP Revenue Market Share
Figure 3: 2016 Revenue and Market Share by Industry Category
Figure 4: 2016 Market Share by Industry Category
Figure 5: 2016 WFO and Recording Solutions Revenue and Market Share
Figure 6: 2016 WFO and Recording Solutions Market Share
Figure 7: 2016 Total WFO and Recording Revenue and Market Share, Excluding Security and Video
Figure 8: 2016 WFO and Recording Market Share, Excluding Security and Video
Figure 9: 2016 Contact Center WFO Revenue and Market Share
Figure 10: 2016 WFO Contact Center Market Share
Figure 11: 2016 Quality Assurance/Quality Management Revenue and Market Share
Figure 12: 2016 Quality Assurance/Quality Management Market Share
Figure 13: Total Company GAAP Revenue and Market Share, 2016 vs. 2015 Comparison
Figure 14: Total Company GAAP Revenue, 2016 vs. 2015 Comparison
Figure 15: Total Company GAAP Revenue, 2016 vs. 2015 Comparison
Figure 16: Total Company GAAP Revenue Trend, 2012 – 2016
Figure 17: Total Company GAAP Revenue Trends, 2012 – 2016
Figure 18: Contact Center Workforce Optimization Revenue, 2016 vs. 2015 Comparison
Figure 19: Total Contact Center WFO Revenue, 2016 vs. 2015 Comparison
Figure 20: Contact Center WFO Revenue Trends, 2012 – 2016
Figure 21: Contact Center WFO Revenue Trends, 2012 – 2016
Figure 22: 2016 WFO and Recording Solutions Revenue and Market Share by Application
Figure 23: 2016 WFO Recording Solutions Revenue and Market Share by Application
Figure 24: WFO and Recording Solutions Revenue Trends by Application, 2012 – 2016
Figure 25: WFO and Recording Solutions Revenue Trends, 2012 – 2016
Figure 26: 2016 Total Voice Recording Revenue and Market Share
Figure 27: 2016 Total Voice Recording Market Share
Figure 28: 2016 Contact Center Recording Revenue and Market Share
Figure 29: 2016 Contact Center Recording Market Share
Figure 30: 2016 Non-Contact-Center Recording Revenue and Market Share
Figure 31: 2016 Non-Contact-Center Recording Market Share
Figure 32: 2016 Voice Recording Revenue and Market Share
Figure 33: 2016 Total Recording Revenue, Contact Center vs. Non-Contact-Center
Figure 34: 2016 Total Workforce Management Revenue and Market Share
Figure 35: 2016 Total Workforce Management Market Share
Figure 36: 2016 Workforce Management Revenue and Market Share
Figure 37: 2016 Workforce Management Revenue, Contact Center vs. Back-Office/Branch
Figure 38: Revenue Trends by Geography, 2012 – 2016
Figure 39: Revenue Trends by Geography, 2012 – 2016
Figure 40: 2016 North America (US and Canada) Revenue and Market Share
Figure 41: 2016 North America (US and Canada) Market Share
Figure 42: 2016 Europe Revenue and Market Share
Figure 43: 2016 Europe Market Share
Figure 44: 2016 Asia-Pacific Revenue and Market Share
Figure 45: 2016 Asia-Pacific Market Share
Figure 46: 2016 Rest-of-World (CALA & MEA) Revenue and Market Share
Figure 47: 2016 Rest-of-World (CALA and MEA) Market Share
Figure 48: Revenue Trends by Vertical, 2012 – 2016
Figure 49: Revenue Trend by Vertical, 2012 – 2016
Figure 50: 2016 Back-Office/Branch Revenue and Market Share
Figure 51: 2016 Back-Office/Branch Market Share
Figure 52: 2016 Hardware Revenue and Market Share
Figure 53: 2016 Hardware Market Share
Figure 54: 2016 License/Software Revenue and Market Share
Figure 55: 2016 License/Software Market Share
Figure 56: 2016 Cloud/Hosted/Software-as-a-Service (SaaS) Revenue and Market Share
Figure 57: 2016 Cloud/Hosted/SaaS Market Share
Figure 58: 2016 Services Revenue and Market Share
Figure 59: 2016 Services Market Share
Figure 60: Revenue Source Analysis, 2016 vs. 2015
Figure 61: Revenue Source Analysis, 2016 vs. 2015
Figure 62: Revenue Source Trends, 2012–2016
Figure 63: Revenue Source Market Share Trends Full Year 2012 – 2016
Figure 64: Revenue Source Trends, 2012 – 2016
Figure 65: 2016 Direct Revenue and Market Share
Figure 66: 2016 Direct Revenue Market Share
Figure 67: 2016 Indirect Revenue and Market Share
Figure 68: 2016 Indirect Revenue Market Share
Figure 69: Revenue by Sales Channel Analysis, 2016 vs. 2015 Comparison
Figure 70: Revenue by Sales Channel Analysis, 2016 vs. 2015 Comparison
Figure 71: Revenue by Sales Channel Trends, 2012 – 2016
Figure 72: Revenue as a Percentage of Sales Channel Trends, Full Year 2012 – 2016
Figure 73: Revenue by Sales Channel Trends, 2012 – 2016

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