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2018 Workforce Optimization Mid-Year Market Share Report

2018 Workforce Optimization Mid-Year Market Share Report

Merger and acquisition (M&A) activity has decreased the number of vendors in the WFO market from a high of 45 in 2015 to 39 providers in 2018. M&A activity in a mature market is normal, and DMG expects more of it in the next 18 – 24 months, leading to a more significant transformation that will involve other IT sectors.

The WFO market has performed well in the first half of 2018; GAAP revenue of $1,685.1 million was up $101.7 million, a 6.4% increase compared to the first half of 2017. This represents solid growth for this mature IT sector. First-half 2018 produced particularly strong results for the contact center WFO segment, which grew 24.2% during this period, increasing from $695.0 million in the first half of 2017 to $863.6 million in the first half of 2018.

Transformation of the WFO market is expected to accelerate

The WFO market is in transition, with customers looking to have their applications delivered via the cloud. The architectural and pricing model adjustments required to migrate from on-premise deployments to the cloud have put downward pressure on revenue for the WFO suite vendors.

The digital transformation is also driving change in the WFO sector. Companies around the world are redesigning their front- and back-office servicing strategies and operations to make it easier to conduct business. The introduction of artificial intelligence (AI) and robotic process automation (RPA) into WFO solutions is delivering to this goal and helping enterprises provide a personalized, outstanding customer experience cost effectively. Additionally, interaction analytics (IA) has become critical for enabling organizations to analyze customer conversations and derive essential insights about what is happening at every touchpoint in the customer journey.

Precise and Insightful Financial and Market Share Analysis

DMG Consulting’s 14th annual Workforce Optimization Mid-Year Market Share Report provides an in-depth analysis of the financial performance of the WFO market and its approximately 39 worldwide vendors during the first half of 2018, and compares that market activity to the sector’s performance in the same period in 2017. 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 2018 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, Serenova, TantaComm, 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.

Report includes:

  • Market projections by WFO application segment for the 5-year period from 2018 to 2022, for recording, quality management/ quality assurance (QM/QA), 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 total company GAAP revenue, the contact center WFO segment, WFO and recording solutions, voice recording, contact center and non-contact-center voice recording, and QM/QA
  • Growth-rate comparisons by vendor for the first half of 2018 vs. the same period in 2017
  • 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 2018 through 2022
  7. Total GAAP Revenue and Market Share, First-Half 2018 vs. First-Half 2017 (all QM/recording-related vendors)
  8. Total Contact Center WFO Revenue and Market Share, First-Half 2018 vs. First-Half 2017
  9. WFO and Recording Solutions Revenue and Market Share (excluding video), First-Half 2018 vs. First-Half 2017 Comparison
  10. Total Voice Recording Revenue and Market Share, First-Half 2018 vs. First-Half 2017 Comparison
  11. Total Contact Center Voice Recording Revenue and Market Share, First-Half 2018 vs. First-Half 2017 Comparison
  12. Total Non-Contact-Center Voice Recording Revenue and Market Share, First-Half 2018 vs. First-Half 2017 Comparison
  13. Total Voice Recording Revenue and Market Share
  14. QM/QA Application Revenue and Market Share, First-Half 2018 vs. First-Half 2017 Comparison

Table of Figures

    • Figure 1: WFO Application Projections, 2018 – 2022
    • Figure 2: Total Company GAAP Revenue and Market Share, First-Half 2018 vs. First-Half 2017 Comparison
    • Figure 3: Total Company GAAP Revenue, First-Half 2018 vs. First-Half 2017 Comparison
    • Figure 4: First-Half 2018 Total Company Market Share for WFO Competitors
    • Figure 5: Contact Center WFO Revenue and Market Share, First-Half 2018 vs. First-Half 2017 Comparison
    • Figure 6: Total Contact Center WFO Revenue, First-Half 2018 vs. First-Half 2017 Comparison
    • Figure 7: Total Contact Center WFO Market Share, First-Half 2018
    • Figure 8: WFO and Recording Solutions Excluding Video, First-Half 2018 vs. First-Half 2017 Comparison
    • Figure 9: WFO and Recording Solutions, Excluding Video Revenue, First-Half 2018 vs. First-Half 2017 Comparison
    • Figure 10: First-Half 2018 WFO and Recording Solutions Excluding Video Market Share
    • Figure 11: Total Voice Recording, First-Half 2018 vs. First-Half 2017Comparison
    • Figure 12: Total Voice Recording Revenue, First-Half 2018 vs. First-Half 2017 Comparison
    • Figure 13: Total Voice Recording Market Share, First-Half 2018
    • Figure 14: Contact Center Voice Recording Revenue and Market Share, First-Half 2018 vs. First-Half 2017 Comparison
    • Figure 15: Total Contact Center Voice Recording Revenue, First-Half 2018 vs. First-Half 2017 Comparison
    • Figure 16: Total Contact Center Voice Recording Market Share for First-Half 2018
    • Figure 17: Non-Contact-Center Voice Recording, First-Half 2018 vs. First-Half 2017 Comparison
    • Figure 18: Total Non-Contact-Center Voice Recording Revenue, First-Half 2018 vs. First-Half 2017 Comparison
    • Figure 19: Total Non-Contact-Center Voice Recording Market Share, First Half 2018
    • Figure 20: Total Voice Recording, First-Half 2018 Revenue ($ in millions)
    • Figure 21: Total Voice Recording, First-Half 2018 vs. First-Half 2017 Revenue Comparison ($ in millions)
    • Figure 22: Total Voice Recording Revenue, Contact Center vs. Non-Contact Center, First-Half 2018
    • Figure 23: Total Voice Recording, First-Half 2018 vs. First-Half 2017 Revenue Comparison Graph ($ in millions)
    • Figure 24: QM/QA Applications Revenue and Market Share, First-Half 2018 vs. First-Half 2017 Comparison
    • Figure 25: QM/QA Application Revenue, First-Half 2018 vs. First-Half 2017 Comparison
    • Figure 26: QM/QA Application Market Share, First-Half 2018
+ Report Includes

Report includes:

  • Market projections by WFO application segment for the 5-year period from 2018 to 2022, for recording, quality management/ quality assurance (QM/QA), 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 total company GAAP revenue, the contact center WFO segment, WFO and recording solutions, voice recording, contact center and non-contact-center voice recording, and QM/QA
  • Growth-rate comparisons by vendor for the first half of 2018 vs. the same period in 2017
  • 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 2018 through 2022
  7. Total GAAP Revenue and Market Share, First-Half 2018 vs. First-Half 2017 (all QM/recording-related vendors)
  8. Total Contact Center WFO Revenue and Market Share, First-Half 2018 vs. First-Half 2017
  9. WFO and Recording Solutions Revenue and Market Share (excluding video), First-Half 2018 vs. First-Half 2017 Comparison
  10. Total Voice Recording Revenue and Market Share, First-Half 2018 vs. First-Half 2017 Comparison
  11. Total Contact Center Voice Recording Revenue and Market Share, First-Half 2018 vs. First-Half 2017 Comparison
  12. Total Non-Contact-Center Voice Recording Revenue and Market Share, First-Half 2018 vs. First-Half 2017 Comparison
  13. Total Voice Recording Revenue and Market Share
  14. QM/QA Application Revenue and Market Share, First-Half 2018 vs. First-Half 2017 Comparison

Table of Figures

    • Figure 1: WFO Application Projections, 2018 – 2022
    • Figure 2: Total Company GAAP Revenue and Market Share, First-Half 2018 vs. First-Half 2017 Comparison
    • Figure 3: Total Company GAAP Revenue, First-Half 2018 vs. First-Half 2017 Comparison
    • Figure 4: First-Half 2018 Total Company Market Share for WFO Competitors
    • Figure 5: Contact Center WFO Revenue and Market Share, First-Half 2018 vs. First-Half 2017 Comparison
    • Figure 6: Total Contact Center WFO Revenue, First-Half 2018 vs. First-Half 2017 Comparison
    • Figure 7: Total Contact Center WFO Market Share, First-Half 2018
    • Figure 8: WFO and Recording Solutions Excluding Video, First-Half 2018 vs. First-Half 2017 Comparison
    • Figure 9: WFO and Recording Solutions, Excluding Video Revenue, First-Half 2018 vs. First-Half 2017 Comparison
    • Figure 10: First-Half 2018 WFO and Recording Solutions Excluding Video Market Share
    • Figure 11: Total Voice Recording, First-Half 2018 vs. First-Half 2017Comparison
    • Figure 12: Total Voice Recording Revenue, First-Half 2018 vs. First-Half 2017 Comparison
    • Figure 13: Total Voice Recording Market Share, First-Half 2018
    • Figure 14: Contact Center Voice Recording Revenue and Market Share, First-Half 2018 vs. First-Half 2017 Comparison
    • Figure 15: Total Contact Center Voice Recording Revenue, First-Half 2018 vs. First-Half 2017 Comparison
    • Figure 16: Total Contact Center Voice Recording Market Share for First-Half 2018
    • Figure 17: Non-Contact-Center Voice Recording, First-Half 2018 vs. First-Half 2017 Comparison
    • Figure 18: Total Non-Contact-Center Voice Recording Revenue, First-Half 2018 vs. First-Half 2017 Comparison
    • Figure 19: Total Non-Contact-Center Voice Recording Market Share, First Half 2018
    • Figure 20: Total Voice Recording, First-Half 2018 Revenue ($ in millions)
    • Figure 21: Total Voice Recording, First-Half 2018 vs. First-Half 2017 Revenue Comparison ($ in millions)
    • Figure 22: Total Voice Recording Revenue, Contact Center vs. Non-Contact Center, First-Half 2018
    • Figure 23: Total Voice Recording, First-Half 2018 vs. First-Half 2017 Revenue Comparison Graph ($ in millions)
    • Figure 24: QM/QA Applications Revenue and Market Share, First-Half 2018 vs. First-Half 2017 Comparison
    • Figure 25: QM/QA Application Revenue, First-Half 2018 vs. First-Half 2017 Comparison
    • Figure 26: QM/QA Application Market Share, First-Half 2018
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