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2017 Workforce Optimization Mid-Year Market Share Report

2017 Workforce Optimization Mid-Year Market Share Report

After 15 years of continuous growth, the WFO market is contracting. Enterprise requirements have changed, and many WFO vendors who have not kept up with their clients’ needs are feeling the impact, which is fueling a wave of market consolidation. The digital transformation is underway, and cloud computing is the technology of the future.

A Market in Transition

Total company GAAP revenue for the vendors that offer a contact center WFO suite dropped by 5.2% to $1,583.4 million from $1,669.7 million, a decrease of $86.3 million between the first half of 2016 and 2017. This decrease follows a similar pattern in the 12 months between the first half of 2016 and 2015, where total company GAAP revenue for contact center WFO suite providers decreased by $5.9 million. The number of WFO vendors is shrinking, a trend that is expected to continue for the next few years. At the market’s peak, there were 45 WFO suite vendors, most of whom were highly profitable. Currently there are 39 vendors, of whom only 6 appear to be earning more than $10 million per year.

The WFO market is undergoing the most significant transformation in its remarkable history. Now more than ever, enterprises need WFO functionality like recording and analytics. The question is from whom the solutions are going to be purchased. Enterprises are changing their buying patterns. They want a WFO environment that enables them to acquire whatever solutions they need from any source. The future of contact center solutions is in the cloud, and WFO vendors who want to succeed in the future are going to have to make some tough decisions.

Precise and Insightful Financial and Market Share Analysis

DMG’s 13th annual edition of this global report analyzes the performance and activity of the WFO competitors and market during the first half of 2017, and compares that performance to the same period in 2016. This Report complements DMG Consulting’s annual Workforce Optimization Market Share Report, which provides a full-year analysis of the WFO market and its competitors.

The 2017 Workforce Optimization Mid-Year Market Share Report provides a detailed breakdown of revenue for the following 22 named vendors: 8×8, ASC, Aspect, Avaya, Calabrio, ComputerTel, Coordinated Systems,  dvsAnalytics, Enghouse, Envision, Genesys, HigherGround, Mitel, NICE, OnviSource, OpenText, TantaComm, TelStrat, Verint Systems, VirtualLogger, Xarios and ZOOM International. These vendors comprise 99.3% of the contact center WFO market; the remaining 0.7% (17 vendors) is addressed in the “Other” category.

Key Reasons to Buy this Report:

  • Market projections by WFO application segment for the 5-year period from 2017 to 2021, for recording, quality assurance/quality management (QA/QM), workforce management (WFM), contact center performance management (CCPM), gamification, speech analytics, text analytics, desktop analytics, robotic process automation, enterprise feedback management (EFM)/surveying, customer journey analytics, and eLearning/coaching
  • Detailed revenue and market share analyses by vendor, broken down by GAAP revenue for total company, the contact center WFO segment, quality management/recording (WFO) sector, voice recording, contact center and non-contact-center voice recording, and QA/QM
  • Growth rate comparisons by vendor for the first half of 2017 vs. the same period in 2016
  • Detailed analyses of the 22 leaders and contending vendors in the various WFO sectors
  1. Executive Summary
  2. Introduction
  3. Financial Information Sources
  4. Debates about Methodology
  5. Methodology
  6. Market Projections for 2017 through 2021
  7. Total GAAP Revenue and Market Share, First-Half 2017 vs. First-Half 2016 (all QM/recording-related vendors)
  8. Total Contact Center WFO Revenue and Market Share, First-Half 2017 vs. First-Half 2016
  9. WFO and Recording Solutions Revenue and Market Share (excluding video), First-Half 2017 vs. First-Half 2016 Comparison
  10. Total Voice Recording Revenue and Market Share, First-Half 2017 vs. First-Half 2016 Comparison
  11. Total Contact Center Voice Recording Revenue and Market Share, First-Half 2017 vs. First-Half 2016 Comparison
  12. Total Non-Contact-Center Voice Recording Revenue and Market Share, First-Half 2017 vs. First-Half 2016 Comparison
  13. Total Voice Recording Revenue and Market Share
  14. QM/QA Application Revenue and Market Share, First-Half 2017 vs. First-Half 2016 Comparison

Table of Figures

  • Figure 1: WFO Application Projections, 2017 – 2021
  • Figure 2: Total Company GAAP Revenue and Market Share, First-Half 2017 vs. First-Half 2016 Comparison
  • Figure 3: Total Company GAAP Revenue, First-Half 2017 vs. First-Half 2016 Comparison
  • Figure 4: First-Half 2017 Total Company Market Share for WFO Competitors
  • Figure 5: Contact Center WFO Revenue and Market Share, First-Half 2017 vs. First-Half 2016 Comparison
  • Figure 6: Total Contact Center WFO Revenue, First-Half 2017 vs. First-Half 2016 Comparison
  • Figure 7: Total Contact Center WFO Market Share, First-Half 2017
  • Figure 8: WFO and Recording Solutions Excluding Video, First-Half 2017 vs. First-Half 2016 Comparison
  • Figure 9: WFO and Recording Solutions, Excluding Video Revenue, First-Half 2017 vs. First-Half 2016 Comparison
  • Figure 10: First-Half 2017 WFO and Recording Solutions Excluding Video Market Share
  • Figure 11: Total Voice Recording, First-Half 2017 vs. First-Half 2016 Comparison
  • Figure 12: Total Voice Recording Revenue, First-Half 2017 vs. First-Half 2016 Comparison
  • Figure 13: Total Voice Recording Market Share, First-Half 2017
  • Figure 14: Contact Center Voice Recording Revenue and Market Share, First-Half 2017 vs. First-Half 2016 Comparison
  • Figure 15: Total Contact Center Voice Recording Revenue, First-Half 2017 vs. First-Half 2016 Comparison
  • Figure 16: Total Contact Center Voice Recording Market Share for First-Half 2017
  • Figure 17: Non-Contact-Center Voice Recording, First-Half 2017 vs. First-Half 2016 Comparison
  • Figure 18: Total Non-Contact-Center Voice Recording Revenue, First-Half 2017 vs. First-Half 2016 Comparison
  • Figure 19: Total Non-Contact-Center Voice Recording Market Share, First Half 2017
  • Figure 20: Total Voice Recording, First-Half 2017 Revenue ($ in millions)
  • Figure 21: Total Voice Recording, First-Half 2017 vs. First-Half 2016 Revenue Comparison ($ in millions)
  • Figure 22: Total Voice Recording Revenue, Contact Center vs. Non-Contact Center, First-Half 2017
  • Figure 23: Total Voice Recording, First-Half 2017 vs. First-Half 2016 Revenue Comparison Graph ($ in millions)
  • Figure 24: QM/QA Applications Revenue and Market Share, First-Half 2017 vs. First-Half 2016 Comparison
  • Figure 25: QM/QA Application Revenue, First-Half 2017 vs. First-Half 2016 Comparison
  • Figure 26: QM/QA Application Market Share, First-Half 2017
+ Report Includes

Key Reasons to Buy this Report:

  • Market projections by WFO application segment for the 5-year period from 2017 to 2021, for recording, quality assurance/quality management (QA/QM), workforce management (WFM), contact center performance management (CCPM), gamification, speech analytics, text analytics, desktop analytics, robotic process automation, enterprise feedback management (EFM)/surveying, customer journey analytics, and eLearning/coaching
  • Detailed revenue and market share analyses by vendor, broken down by GAAP revenue for total company, the contact center WFO segment, quality management/recording (WFO) sector, voice recording, contact center and non-contact-center voice recording, and QA/QM
  • Growth rate comparisons by vendor for the first half of 2017 vs. the same period in 2016
  • Detailed analyses of the 22 leaders and contending vendors in the various WFO sectors
+ Table of Contents
  1. Executive Summary
  2. Introduction
  3. Financial Information Sources
  4. Debates about Methodology
  5. Methodology
  6. Market Projections for 2017 through 2021
  7. Total GAAP Revenue and Market Share, First-Half 2017 vs. First-Half 2016 (all QM/recording-related vendors)
  8. Total Contact Center WFO Revenue and Market Share, First-Half 2017 vs. First-Half 2016
  9. WFO and Recording Solutions Revenue and Market Share (excluding video), First-Half 2017 vs. First-Half 2016 Comparison
  10. Total Voice Recording Revenue and Market Share, First-Half 2017 vs. First-Half 2016 Comparison
  11. Total Contact Center Voice Recording Revenue and Market Share, First-Half 2017 vs. First-Half 2016 Comparison
  12. Total Non-Contact-Center Voice Recording Revenue and Market Share, First-Half 2017 vs. First-Half 2016 Comparison
  13. Total Voice Recording Revenue and Market Share
  14. QM/QA Application Revenue and Market Share, First-Half 2017 vs. First-Half 2016 Comparison

Table of Figures

  • Figure 1: WFO Application Projections, 2017 – 2021
  • Figure 2: Total Company GAAP Revenue and Market Share, First-Half 2017 vs. First-Half 2016 Comparison
  • Figure 3: Total Company GAAP Revenue, First-Half 2017 vs. First-Half 2016 Comparison
  • Figure 4: First-Half 2017 Total Company Market Share for WFO Competitors
  • Figure 5: Contact Center WFO Revenue and Market Share, First-Half 2017 vs. First-Half 2016 Comparison
  • Figure 6: Total Contact Center WFO Revenue, First-Half 2017 vs. First-Half 2016 Comparison
  • Figure 7: Total Contact Center WFO Market Share, First-Half 2017
  • Figure 8: WFO and Recording Solutions Excluding Video, First-Half 2017 vs. First-Half 2016 Comparison
  • Figure 9: WFO and Recording Solutions, Excluding Video Revenue, First-Half 2017 vs. First-Half 2016 Comparison
  • Figure 10: First-Half 2017 WFO and Recording Solutions Excluding Video Market Share
  • Figure 11: Total Voice Recording, First-Half 2017 vs. First-Half 2016 Comparison
  • Figure 12: Total Voice Recording Revenue, First-Half 2017 vs. First-Half 2016 Comparison
  • Figure 13: Total Voice Recording Market Share, First-Half 2017
  • Figure 14: Contact Center Voice Recording Revenue and Market Share, First-Half 2017 vs. First-Half 2016 Comparison
  • Figure 15: Total Contact Center Voice Recording Revenue, First-Half 2017 vs. First-Half 2016 Comparison
  • Figure 16: Total Contact Center Voice Recording Market Share for First-Half 2017
  • Figure 17: Non-Contact-Center Voice Recording, First-Half 2017 vs. First-Half 2016 Comparison
  • Figure 18: Total Non-Contact-Center Voice Recording Revenue, First-Half 2017 vs. First-Half 2016 Comparison
  • Figure 19: Total Non-Contact-Center Voice Recording Market Share, First Half 2017
  • Figure 20: Total Voice Recording, First-Half 2017 Revenue ($ in millions)
  • Figure 21: Total Voice Recording, First-Half 2017 vs. First-Half 2016 Revenue Comparison ($ in millions)
  • Figure 22: Total Voice Recording Revenue, Contact Center vs. Non-Contact Center, First-Half 2017
  • Figure 23: Total Voice Recording, First-Half 2017 vs. First-Half 2016 Revenue Comparison Graph ($ in millions)
  • Figure 24: QM/QA Applications Revenue and Market Share, First-Half 2017 vs. First-Half 2016 Comparison
  • Figure 25: QM/QA Application Revenue, First-Half 2017 vs. First-Half 2016 Comparison
  • Figure 26: QM/QA Application Market Share, First-Half 2017
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