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2018 Contact Center Workforce Optimization Market Share Report

2018 Contact Center Workforce Optimization Market Share Report

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.

Authoritative and trusted source of industry market data and insight for vendors and the financial community

The 2018 Contact Center Workforce Optimization Market Share Report, our 15th annual edition, addresses revenue for fiscal 2017, and provides an in-depth and insightful analysis of the financial performance of the leading and contending WFO suite providers, applications and sectors. It provides the most in-depth, accurate coverage of the WFO competitive landscape, addressing the vendors, solutions and 5-year trends for this mature and evolving sector.

2017 was a challenging year for the WFO suite market, but it was also one in which this sector made progress in laying the foundation for its future direction.  Considering the over $3.3 billion dollars in GAAP revenue that the WFO suite vendors earned in 2017, it is clear that enterprises worldwide continue to find these solutions valuable and useful. The contact center WFO segment, in particular showed positive results in 2017, growing by 4.6% with a 5-year compounded growth rate of 5.2%. Enterprises are looking for enhanced applications that can help optimize employee performance and improve the customer journey. The leading vendors are listening and responding with new-generation offerings that incorporate automation and artificial intelligence (AI) to help enterprises achieve their goals. The focus on automation will drive substantial changes in WFO solutions and the competitive landscape.

The 2018 Contact Center Workforce Optimization Market Share Report provides a detailed analysis of 99.2% of revenue for the vendors in the WFO market; the remaining 0.8% is addressed in the “Other” category. The Report analyzes the financial performance of the top 22 vendors, including: 8×8, ASC, Aspect, Avaya, Calabrio, ComputerTel, Coordinated Systems, Inc., dvsAnalytics, Enghouse, Envision, Genesys, HigherGround, Mitel, NICE, OnviSource, OpenText, Serenova, TantaComm, Verint, VirtualLogger, Xarios, and ZOOM International. Revenue for Avaya is included at the WFO level, but not in the detailed analyses.

This report includes:

  • Total company GAAP revenue and market share analysis for all vendors who sell workforce optimization suites for contact centers and other uses
  • Revenue analysis and market share for the two primary industry categories: enterprise and security
  • Analysis of WFO market revenue and market share, by total company and contact center only
  • Revenue and market share analyses for recording and quality assurance/quality management, the two core applications in the WFO market
  • Growth comparisons analyzing 2016 and 2017 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, robotic process automation (RPA), text analytics, eLearning/coaching 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
  1. Executive Summary
  2. Introduction
  3. Financial Information Sources
  4. Debates about Methodology
  5. DMG’s Methodology
  6. 2017 Total Company GAAP Revenue and Market Share (all WFO-related vendors)
  7. 2017 Revenue and Market Share by Industry Category
  8. 2017 WFO and Recording Solutions Revenue and Market Share
  9. 2017 Total WFO and Recording Revenue and Market Share, Excluding Security-Related Solutions and Video
  10. 2017 Contact Center WFO Revenue and Market Share
  11. 2017 Quality Assurance/Quality Management Revenue and Market Share
  12. Total Company GAAP Revenue and Market Share, 2017 vs. 2016 Comparison
  13. Total Company GAAP Revenue, 2017 vs. 2016 Comparison
  14. Total Company GAAP Revenue Trends, 2013 – 2017
  15. Contact Center Workforce Optimization Revenue, 2017 vs. 2016 Comparison
  16. Contact Center WFO Revenue Trends, 2013 – 2017
  17. 2017 WFO and Recording Solutions Revenue and Market Share by Application
  18. 2017 Total Voice Recording Revenue and Market Share
  19. 2017 Contact Center Recording Revenue and Market Share
  20. 2017 Non-Contact- Center Recording Revenue and Market Share
  21. 2017 Voice Recording Revenue and Market Share
  22. 2017 Total Workforce Management Revenue and Market Share
  23. 2017 Workforce Management Revenue and Market Share
  24. Revenue Trends by Geography, 2013 – 2017
  25. 2017 North America (US and Canada) Revenue and Market Share
  26. 2017 Europe Revenue and Market Share
  27. 2017 Asia-Pacific Revenue and Market Share
  28. 2017 Rest-of- World (CALA and MEA) Revenue and Market Share
  29. Revenue Trends by Vertical, 2013 – 2017
  30. 2017 Back-Office/Branch Revenue and Market Share
  31. 2017 Hardware Revenue and Market Share
  32. 2017 License/Software Revenue and Market Share
  33. 2017 Cloud/Hosted/Software-as- a-Service Revenue and Market Share
  34. 2017 Services Revenue and Market Share
  35. Revenue Source Analysis, 2017 vs. 2016
  36. Revenue Source Trends, 2013 – 2017
  37. 2017 Direct Revenue and Market Share
  38. 2017 Indirect Revenue and Market Share
  39. Revenue by Sales Channel Analysis, 2017 vs. 2016 Comparison
  40. Revenue by Sales Channel Trends, 2013 – 2017

Table of Figures

  1. Figure 1: 2017 Total Company GAAP Revenue and Market Share (all WFO-related vendors)
  2. Figure 2: 2017 Total Company GAAP Revenue Market Share
  3. Figure 3: 2017 Revenue and Market Share by Industry Category
  4. Figure 4: 2017 Market Share by Industry Category
  5. Figure 5: 2017 WFO and Recording Solutions Revenue and Market Share
  6. Figure 6: 2017 WFO and Recording Solutions Market Share
  7. Figure 7: 2017 Total WFO and Recording Revenue and Market Share, Excluding Security and Video
  8. Figure 8: 2017 WFO and Recording Market Share, Excluding Security and Video
  9. Figure 9: 2017 Contact Center WFO Revenue and Market Share
  10. Figure 10: 2017 WFO Contact Center Market Share
  11. Figure 11: 2017 Quality Assurance/Quality Management Revenue and Market Share
  12. Figure 12: 2017 Quality Assurance/Quality Management Market Share
  13. Figure 13: Total Company GAAP Revenue and Market Share, 2017 vs. 2016 Comparison
  14. Figure 14: Total Company GAAP Revenue, 2017 vs. 2016 Comparison
  15. Figure 15: Total Company GAAP Revenue, 2017 vs. 2016 Comparison
  16. Figure 16: Total Company GAAP Revenue Trend, 2013 – 2017
  17. Figure 17: Total Company GAAP Revenue Trends, 2013 – 2017
  18. Figure 18: Contact Center Workforce Optimization Revenue, 2017 vs. 2016 Comparison
  19. Figure 19: Total Contact Center WFO Revenue, 2017 vs. 2016 Comparison
  20. Figure 20: Contact Center WFO Revenue Trends, 2013 – 2017
  21. Figure 21: Contact Center WFO Revenue Trends, 2013 – 2017
  22. Figure 22: 2017 WFO and Recording Solutions Revenue and Market Share by Application
  23. Figure 23: 2017 WFO Recording Solutions Revenue and Market Share by Application
  24. Figure 24: WFO and Recording Solutions Revenue Trends by Application, 2013 – 2017
  25. Figure 25: WFO and Recording Solutions Revenue Trends, 2013 – 2017
  26. Figure 26: 2017 Total Voice Recording Revenue and Market Share
  27. Figure 27: 2017 Total Voice Recording Market Share
  28. Figure 28: 2017 Contact Center Recording Revenue and Market Share
  29. Figure 29: 2017 Contact Center Recording Market Share
  30. Figure 30: 2017 Non-Contact- Center Recording Revenue and Market Share
  31. Figure 31: 2017 Non-Contact- Center Recording Market Share
  32. Figure 32: 2017 Voice Recording Revenue and Market Share
  33. Figure 33: 2017 Total Recording Revenue, Contact Center vs. Non-Contact- Center
  34. Figure 34: 2017 Total Workforce Management Revenue and Market Share
  35. Figure 35: 2017 Total Workforce Management Market Share
  36. Figure 36: 2017 Workforce Management Revenue and Market Share-office/branch operating areas
  37. Figure 37: 2017 Workforce Management Revenue, Contact Center vs. Back-Office/Branch
  38. Figure 38: Revenue Trends by Geography, 2013 – 2017
  39. Figure 39: Revenue Trends by Geography, 2013 – 2017
  40. Figure 40: 2017 North America (US and Canada) Revenue and Market Share
  41. Figure 41: 2017 North America (US and Canada) Market Share
  42. Figure 42: 2017 Europe Revenue and Market Share
  43. Figure 43: 2017 Europe Market Share
  44. Figure 44: 2017 Asia-Pacific Revenue and Market Share
  45. Figure 45: 2017 Asia-Pacific Market Share
  46. Figure 46: 2017 Rest-of- World (CALA & MEA) Revenue and Market Share
  47. Figure 47: 2017 Rest-of- World (CALA and MEA) Market Share
  48. Figure 48: Revenue Trends by Vertical, 2013 – 2017
  49. Figure 49: Revenue Trend by Vertical, 2013 – 2017
  50. Figure 50: 2017 Back-Office/Branch Revenue and Market Share
  51. Figure 51: 2017 Back-Office/Branch Market Share
  52. Figure 52: 2017 Hardware Revenue and Market Share
  53. Figure 53: 2017 Hardware Market Share
  54. Figure 54: 2017 License/Software Revenue and Market Share
  55. Figure 55: 2017 License/Software Market Share
  56. Figure 56: 2017 Cloud/Hosted/Software-as- a-Service (SaaS) Revenue and Market Share
  57. Figure 57: 2017Cloud/Hosted/SaaS Market Share
  58. Figure 58: 2017 Services Revenue and Market Share
  59. Figure 59: 2017 Services Market Share
  60. Figure 60: Revenue Source Analysis, 2017 vs. 2016
  61. Figure 61: Revenue Source Analysis, 2017 vs. 2016
  62. Figure 62: Revenue Source Trends, 2013 – 2017
  63. Figure 63: Revenue Source Market Share Trends Full Year 2013 – 2017
  64. Figure 64: Revenue Source Trends, 2013 – 2017
  65. Figure 65: 2017 Direct Revenue and Market Share
  66. Figure 66: 2017 Direct Revenue Market Share
  67. Figure 67: 2017 Indirect Revenue and Market Share
  68. Figure 68: 2017 Indirect Revenue Market Share
  69. Figure 69: Revenue by Sales Channel Analysis, 2017 vs. 2016 Comparison
  70. Figure 70: Revenue by Sales Channel Analysis, 2017 vs. 2016 Comparison
  71. Figure 71: Revenue by Sales Channel Trends, 2013 – 2017
  72. Figure 72: Revenue as a Percentage of Sales Channel Trends, Full Year 2013 – 2017
  73. Figure 73: Revenue by Sales Channel Trends, 2013 – 2017
+ Report Includes

This report includes:

  • Total company GAAP revenue and market share analysis for all vendors who sell workforce optimization suites for contact centers and other uses
  • Revenue analysis and market share for the two primary industry categories: enterprise and security
  • Analysis of WFO market revenue and market share, by total company and contact center only
  • Revenue and market share analyses for recording and quality assurance/quality management, the two core applications in the WFO market
  • Growth comparisons analyzing 2016 and 2017 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, robotic process automation (RPA), text analytics, eLearning/coaching 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. 2017 Total Company GAAP Revenue and Market Share (all WFO-related vendors)
  7. 2017 Revenue and Market Share by Industry Category
  8. 2017 WFO and Recording Solutions Revenue and Market Share
  9. 2017 Total WFO and Recording Revenue and Market Share, Excluding Security-Related Solutions and Video
  10. 2017 Contact Center WFO Revenue and Market Share
  11. 2017 Quality Assurance/Quality Management Revenue and Market Share
  12. Total Company GAAP Revenue and Market Share, 2017 vs. 2016 Comparison
  13. Total Company GAAP Revenue, 2017 vs. 2016 Comparison
  14. Total Company GAAP Revenue Trends, 2013 – 2017
  15. Contact Center Workforce Optimization Revenue, 2017 vs. 2016 Comparison
  16. Contact Center WFO Revenue Trends, 2013 – 2017
  17. 2017 WFO and Recording Solutions Revenue and Market Share by Application
  18. 2017 Total Voice Recording Revenue and Market Share
  19. 2017 Contact Center Recording Revenue and Market Share
  20. 2017 Non-Contact- Center Recording Revenue and Market Share
  21. 2017 Voice Recording Revenue and Market Share
  22. 2017 Total Workforce Management Revenue and Market Share
  23. 2017 Workforce Management Revenue and Market Share
  24. Revenue Trends by Geography, 2013 – 2017
  25. 2017 North America (US and Canada) Revenue and Market Share
  26. 2017 Europe Revenue and Market Share
  27. 2017 Asia-Pacific Revenue and Market Share
  28. 2017 Rest-of- World (CALA and MEA) Revenue and Market Share
  29. Revenue Trends by Vertical, 2013 – 2017
  30. 2017 Back-Office/Branch Revenue and Market Share
  31. 2017 Hardware Revenue and Market Share
  32. 2017 License/Software Revenue and Market Share
  33. 2017 Cloud/Hosted/Software-as- a-Service Revenue and Market Share
  34. 2017 Services Revenue and Market Share
  35. Revenue Source Analysis, 2017 vs. 2016
  36. Revenue Source Trends, 2013 – 2017
  37. 2017 Direct Revenue and Market Share
  38. 2017 Indirect Revenue and Market Share
  39. Revenue by Sales Channel Analysis, 2017 vs. 2016 Comparison
  40. Revenue by Sales Channel Trends, 2013 – 2017

Table of Figures

  1. Figure 1: 2017 Total Company GAAP Revenue and Market Share (all WFO-related vendors)
  2. Figure 2: 2017 Total Company GAAP Revenue Market Share
  3. Figure 3: 2017 Revenue and Market Share by Industry Category
  4. Figure 4: 2017 Market Share by Industry Category
  5. Figure 5: 2017 WFO and Recording Solutions Revenue and Market Share
  6. Figure 6: 2017 WFO and Recording Solutions Market Share
  7. Figure 7: 2017 Total WFO and Recording Revenue and Market Share, Excluding Security and Video
  8. Figure 8: 2017 WFO and Recording Market Share, Excluding Security and Video
  9. Figure 9: 2017 Contact Center WFO Revenue and Market Share
  10. Figure 10: 2017 WFO Contact Center Market Share
  11. Figure 11: 2017 Quality Assurance/Quality Management Revenue and Market Share
  12. Figure 12: 2017 Quality Assurance/Quality Management Market Share
  13. Figure 13: Total Company GAAP Revenue and Market Share, 2017 vs. 2016 Comparison
  14. Figure 14: Total Company GAAP Revenue, 2017 vs. 2016 Comparison
  15. Figure 15: Total Company GAAP Revenue, 2017 vs. 2016 Comparison
  16. Figure 16: Total Company GAAP Revenue Trend, 2013 – 2017
  17. Figure 17: Total Company GAAP Revenue Trends, 2013 – 2017
  18. Figure 18: Contact Center Workforce Optimization Revenue, 2017 vs. 2016 Comparison
  19. Figure 19: Total Contact Center WFO Revenue, 2017 vs. 2016 Comparison
  20. Figure 20: Contact Center WFO Revenue Trends, 2013 – 2017
  21. Figure 21: Contact Center WFO Revenue Trends, 2013 – 2017
  22. Figure 22: 2017 WFO and Recording Solutions Revenue and Market Share by Application
  23. Figure 23: 2017 WFO Recording Solutions Revenue and Market Share by Application
  24. Figure 24: WFO and Recording Solutions Revenue Trends by Application, 2013 – 2017
  25. Figure 25: WFO and Recording Solutions Revenue Trends, 2013 – 2017
  26. Figure 26: 2017 Total Voice Recording Revenue and Market Share
  27. Figure 27: 2017 Total Voice Recording Market Share
  28. Figure 28: 2017 Contact Center Recording Revenue and Market Share
  29. Figure 29: 2017 Contact Center Recording Market Share
  30. Figure 30: 2017 Non-Contact- Center Recording Revenue and Market Share
  31. Figure 31: 2017 Non-Contact- Center Recording Market Share
  32. Figure 32: 2017 Voice Recording Revenue and Market Share
  33. Figure 33: 2017 Total Recording Revenue, Contact Center vs. Non-Contact- Center
  34. Figure 34: 2017 Total Workforce Management Revenue and Market Share
  35. Figure 35: 2017 Total Workforce Management Market Share
  36. Figure 36: 2017 Workforce Management Revenue and Market Share-office/branch operating areas
  37. Figure 37: 2017 Workforce Management Revenue, Contact Center vs. Back-Office/Branch
  38. Figure 38: Revenue Trends by Geography, 2013 – 2017
  39. Figure 39: Revenue Trends by Geography, 2013 – 2017
  40. Figure 40: 2017 North America (US and Canada) Revenue and Market Share
  41. Figure 41: 2017 North America (US and Canada) Market Share
  42. Figure 42: 2017 Europe Revenue and Market Share
  43. Figure 43: 2017 Europe Market Share
  44. Figure 44: 2017 Asia-Pacific Revenue and Market Share
  45. Figure 45: 2017 Asia-Pacific Market Share
  46. Figure 46: 2017 Rest-of- World (CALA & MEA) Revenue and Market Share
  47. Figure 47: 2017 Rest-of- World (CALA and MEA) Market Share
  48. Figure 48: Revenue Trends by Vertical, 2013 – 2017
  49. Figure 49: Revenue Trend by Vertical, 2013 – 2017
  50. Figure 50: 2017 Back-Office/Branch Revenue and Market Share
  51. Figure 51: 2017 Back-Office/Branch Market Share
  52. Figure 52: 2017 Hardware Revenue and Market Share
  53. Figure 53: 2017 Hardware Market Share
  54. Figure 54: 2017 License/Software Revenue and Market Share
  55. Figure 55: 2017 License/Software Market Share
  56. Figure 56: 2017 Cloud/Hosted/Software-as- a-Service (SaaS) Revenue and Market Share
  57. Figure 57: 2017Cloud/Hosted/SaaS Market Share
  58. Figure 58: 2017 Services Revenue and Market Share
  59. Figure 59: 2017 Services Market Share
  60. Figure 60: Revenue Source Analysis, 2017 vs. 2016
  61. Figure 61: Revenue Source Analysis, 2017 vs. 2016
  62. Figure 62: Revenue Source Trends, 2013 – 2017
  63. Figure 63: Revenue Source Market Share Trends Full Year 2013 – 2017
  64. Figure 64: Revenue Source Trends, 2013 – 2017
  65. Figure 65: 2017 Direct Revenue and Market Share
  66. Figure 66: 2017 Direct Revenue Market Share
  67. Figure 67: 2017 Indirect Revenue and Market Share
  68. Figure 68: 2017 Indirect Revenue Market Share
  69. Figure 69: Revenue by Sales Channel Analysis, 2017 vs. 2016 Comparison
  70. Figure 70: Revenue by Sales Channel Analysis, 2017 vs. 2016 Comparison
  71. Figure 71: Revenue by Sales Channel Trends, 2013 – 2017
  72. Figure 72: Revenue as a Percentage of Sales Channel Trends, Full Year 2013 – 2017
  73. Figure 73: Revenue by Sales Channel Trends, 2013 – 2017
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