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2019 Workforce Optimization Mid-Year Market Share Report

2019 Workforce Optimization Mid-Year Market Share Report

For the past 15 years, DMG’s Workforce Optimization Mid-Year Market Share Report has been a valued and trusted resource for members of the financial community. The Report presents a detailed analysis of the financial performance of the WFO market and its approximately 38 suite vendors during the first half of 2019. The Report compares first-half 2019 performance to the same period in 2018.

 WFO market revenue momentum is strong and is expected to continue

The first half of 2019 showed strong revenue performance for the WFO sector, building on the positive momentum of 2018. Total company GAAP revenue for the WFO market in the first half of 2019 was $1,829.0 million, up from $1,685.1 million in the same period in 2018. This increase of $143.9 million is a very strong 8.5% improvement. Perhaps even more significant is that the contact center WFO market grew by 11.6%, from $863.6 million in first-half 2018 to $963.7 million in the first six months of 2019, an increase of $100.1 million.

AI and innovation driving growth and demand

The pace of innovation in the WFO market has never been more rapid. Innovation in WFO offerings is being driven by the need to make organizations smarter and more productive through automation.  Although much of the “buzz” about AI remains futuristic, it is rapidly becoming a reality. Contact centers are using AI-enabled systems to drive predictive analytics, and in the next 5 – 10 years AI will be embedded in contact center systems, overseeing and coordinating departmental activities. Sales of these solutions are expected to remain strong as their reach extends into the back office and other enterprise departments.

Detailed and precise financial and market share analysis

DMG Consulting’s 15th annual Workforce Optimization Mid-Year Market Share Report provides a detailed breakdown of revenue for the following 21 named vendors: 8×8, ASC, Aspect, Avaya, Calabrio, ComputerTel, CSI/Virtual Observer, DVSAnalytics, Enghouse, Envision, Genesys, HigherGround, Mitel, NICE, OnviSource, OpenText, Serenova, Verint, VirtualLogger, Xarios and ZOOM International. These vendors comprise 99.4% of the contact center WFO market; the remaining 0.6% (17 vendors) is addressed in the “Other” category.

The mid-year report complements the annual Workforce Optimization Product and Market Report, in which DMG provides a thorough analysis of the WFO vendors, their offerings, functionality, technology, market competitive landscape, trends and challenges, benefits, return on investment, pricing, customer satisfaction, implementation best practices, and much more.

Report includes:

  • Market projections by WFO application segment for the 5-year period from 2019 to 2023, for recording, QM, WFM, CCPM, gamification, IA, desktop analytics, robotic process automation, EFM/surveying, customer journey analytics, eLearning/coaching, and KM
  • Detailed revenue and market share analyses by vendor, broken down by total company GAAP revenue, the contact center WFO segment, WFO and recording solutions (excluding video), voice recording, contact center and non-contact-center voice recording, and QM
  • Growth-rate comparisons by vendor for the first half of 2019 vs. the same period in 2018
  • Detailed analyses of the 21 leading and contending vendors in the various WFO sectors
  1. Executive Summary
  2. Introduction
  3. Financial Information Sources
  4. Debates about Methodology
  5. DMG’s Methodology
  6. Market Projections for 2019 through 2023
  7. Total GAAP Revenue and Market Share, First-Half 2019 vs.
    First-Half 2018 (all WFO-related vendors)
  8. Total Contact Center WFO Revenue and Market Share,
    First-Half 2019 vs. First-Half 2018
  9. WFO and Recording Solutions Revenue and Market Share
    (excluding video), First-Half 2019 vs. First-Half 2018 Comparison
  10. Total Voice Recording Revenue and Market Share, First-Half
    2019 vs. First-Half 2018 Comparison
  11. Total Contact Center Voice Recording Revenue and Market
    Share, First-Half 2019 vs. First-Half 2018 Comparison
  12. Total Non-Contact-Center Voice Recording Revenue and
    Market Share, First-Half 2019 vs. First-Half 2018 Comparison
  13. Total Voice Recording Revenue and Market Share
  14. QM Application Revenue and Market Share, First-Half 2019 vs.
    First-Half 2018 Comparison

Table of Figures

    • Figure 1: WFO Application Revenue Projections, 2019 – 2023
    • Figure 2: Total Company GAAP Revenue and Market Share,
      First-Half 2019 vs. First-Half 2018 Comparison
    • Figure 3: Total Company GAAP Revenue, First-Half 2019 vs.
      First-Half 2018 Comparison
    • Figure 4: First-Half 2019 Total Company Market Share for WFO
      Competitors
    • Figure 5: Contact Center WFO Revenue and Market Share, First-Half
      2019 vs. First-Half 2018 Comparison
    • Figure 6: Total Contact Center WFO Revenue, First-Half 2019
      vs. First-Half 2018 Comparison
    • Figure 7: Total Contact Center WFO Market Share, First-Half 2019
    • Figure 8: WFO and Recording Solutions Excluding Video, First-Half
      2019 vs. First-Half 2018 Comparison
    • Figure 9: WFO and Recording Solutions, Excluding Video Revenue,
      First-Half 2019 vs. First-Half 2018 Comparison
    • Figure 10: First-Half 2019 WFO and Recording Solutions
      (excluding video) Market Share
    • Figure 11: Total Voice Recording, First-Half 2019 vs. First-Half 2018
      Comparison
    • Figure 12: Total Voice Recording Revenue, First-Half 2019 vs.
      First-Half 2018 Comparison
    • Figure 13: Total Voice Recording Market Share, First-Half 2019
    • Figure 14: Contact Center Voice Recording Revenue and Market
      Share, First-Half 2019 vs. First-Half 2018 Comparison
    • Figure 15: Total Contact Center Voice Recording Revenue,
      First-Half 2019 vs. First-Half 2018 Comparison
    • Figure 16: Total Contact Center Voice Recording Market Share for
      First-Half 2019
    • Figure 17: Non-Contact-Center Voice Recording, First-Half 2019
      vs. First-Half 2018 Comparison
    • Figure 18: Total Non-Contact-Center Voice Recording Revenue,
      First-Half 2019 vs. First-Half 2018 Comparison
    • Figure 19: Total Non-Contact-Center Voice Recording Market Share,
      First Half 2019
    • Figure 20: Total Voice Recording, First-Half 2019 Revenue
      ($ in millions)
    • Figure 21: Total Voice Recording, First-Half 2019 vs. First-Half 2018
      Revenue Comparison ($ in millions)
    • Figure 22: Total Voice Recording Revenue, Contact Center vs.
      Non-Contact Center, First-Half 2019
    • Figure 23: Total Voice Recording, First-Half 2019 vs. First-Half 2018
      Revenue Comparison Graph ($ in millions)
    • Figure 24: QM Applications Revenue and Market Share, First-Half 2019
      vs. First-Half 2018 Comparison
    • Figure 25: QM Application Revenue, First-Half 2019 vs. First-Half 2018
      Comparison
    • Figure 26: QM Application Market Share, First-Half 2019
+ Report Includes

Report includes:

  • Market projections by WFO application segment for the 5-year period from 2019 to 2023, for recording, QM, WFM, CCPM, gamification, IA, desktop analytics, robotic process automation, EFM/surveying, customer journey analytics, eLearning/coaching, and KM
  • Detailed revenue and market share analyses by vendor, broken down by total company GAAP revenue, the contact center WFO segment, WFO and recording solutions (excluding video), voice recording, contact center and non-contact-center voice recording, and QM
  • Growth-rate comparisons by vendor for the first half of 2019 vs. the same period in 2018
  • Detailed analyses of the 21 leading 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. DMG’s Methodology
  6. Market Projections for 2019 through 2023
  7. Total GAAP Revenue and Market Share, First-Half 2019 vs.
    First-Half 2018 (all WFO-related vendors)
  8. Total Contact Center WFO Revenue and Market Share,
    First-Half 2019 vs. First-Half 2018
  9. WFO and Recording Solutions Revenue and Market Share
    (excluding video), First-Half 2019 vs. First-Half 2018 Comparison
  10. Total Voice Recording Revenue and Market Share, First-Half
    2019 vs. First-Half 2018 Comparison
  11. Total Contact Center Voice Recording Revenue and Market
    Share, First-Half 2019 vs. First-Half 2018 Comparison
  12. Total Non-Contact-Center Voice Recording Revenue and
    Market Share, First-Half 2019 vs. First-Half 2018 Comparison
  13. Total Voice Recording Revenue and Market Share
  14. QM Application Revenue and Market Share, First-Half 2019 vs.
    First-Half 2018 Comparison

Table of Figures

    • Figure 1: WFO Application Revenue Projections, 2019 – 2023
    • Figure 2: Total Company GAAP Revenue and Market Share,
      First-Half 2019 vs. First-Half 2018 Comparison
    • Figure 3: Total Company GAAP Revenue, First-Half 2019 vs.
      First-Half 2018 Comparison
    • Figure 4: First-Half 2019 Total Company Market Share for WFO
      Competitors
    • Figure 5: Contact Center WFO Revenue and Market Share, First-Half
      2019 vs. First-Half 2018 Comparison
    • Figure 6: Total Contact Center WFO Revenue, First-Half 2019
      vs. First-Half 2018 Comparison
    • Figure 7: Total Contact Center WFO Market Share, First-Half 2019
    • Figure 8: WFO and Recording Solutions Excluding Video, First-Half
      2019 vs. First-Half 2018 Comparison
    • Figure 9: WFO and Recording Solutions, Excluding Video Revenue,
      First-Half 2019 vs. First-Half 2018 Comparison
    • Figure 10: First-Half 2019 WFO and Recording Solutions
      (excluding video) Market Share
    • Figure 11: Total Voice Recording, First-Half 2019 vs. First-Half 2018
      Comparison
    • Figure 12: Total Voice Recording Revenue, First-Half 2019 vs.
      First-Half 2018 Comparison
    • Figure 13: Total Voice Recording Market Share, First-Half 2019
    • Figure 14: Contact Center Voice Recording Revenue and Market
      Share, First-Half 2019 vs. First-Half 2018 Comparison
    • Figure 15: Total Contact Center Voice Recording Revenue,
      First-Half 2019 vs. First-Half 2018 Comparison
    • Figure 16: Total Contact Center Voice Recording Market Share for
      First-Half 2019
    • Figure 17: Non-Contact-Center Voice Recording, First-Half 2019
      vs. First-Half 2018 Comparison
    • Figure 18: Total Non-Contact-Center Voice Recording Revenue,
      First-Half 2019 vs. First-Half 2018 Comparison
    • Figure 19: Total Non-Contact-Center Voice Recording Market Share,
      First Half 2019
    • Figure 20: Total Voice Recording, First-Half 2019 Revenue
      ($ in millions)
    • Figure 21: Total Voice Recording, First-Half 2019 vs. First-Half 2018
      Revenue Comparison ($ in millions)
    • Figure 22: Total Voice Recording Revenue, Contact Center vs.
      Non-Contact Center, First-Half 2019
    • Figure 23: Total Voice Recording, First-Half 2019 vs. First-Half 2018
      Revenue Comparison Graph ($ in millions)
    • Figure 24: QM Applications Revenue and Market Share, First-Half 2019
      vs. First-Half 2018 Comparison
    • Figure 25: QM Application Revenue, First-Half 2019 vs. First-Half 2018
      Comparison
    • Figure 26: QM Application Market Share, First-Half 2019
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