DMG Consulting Releases 2016 Contact Center Workforce Optimization Market Share Report
3/31/2016
Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services
What: Releases 13th annual Workforce Optimization (WFO) Market Share Report
When: Today, 24 May 2016
Where: Available at the DMG Consulting online store
Background:
DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2016 Contact Center Workforce Optimization Market Share Report. The Report provides a detailed and insightful financial analysis of the workforce optimization (WFO) suite providers, applications and sectors for fiscal year 2015.
After 20 years of remarkable growth, the WFO suite market is showing its age. Total WFO market revenue decreased between 2014 and 2015, and the contact center segment increased by only 3%. NICE and Verint, the two leaders, continued to dominate the WFO suite market in 2015; however, new dynamics have created great opportunity for nimble competitors who can respond to changing needs. Analytics, the cloud and the untapped branch/back-office WFO sector are important trends and opportunities that will drive the success of this market.
“The WFO suite market has had an amazing run during the past 20 years, but its future could be even better than its past, once WFO transitions from optimization to analytics,” said Donna Fluss, President of DMG Consulting LLC. “Enterprises are looking for flexible and responsive vendors to help them improve the customer journey and employee engagement, and the WFO vendors are well-positioned to address these needs.”
Renowned as a trusted and in-depth resource for vendors and investors who want to understand the performance of the dynamic WFO market and its competitors, the 2016 Workforce Optimization Market Share Report analyzes the top 27 vendors: 8×8, ASC, Aspect, Avaya, Cacti, Calabrio, ComputerTel, Coordinated Systems, Inc., dvsAnalytics, Enghouse, Envision, Genesys, HP WFO Software, HigherGround, inContact, Interactive Intelligence, Mitel, NICE, OnviSource, TantaComm, TelStrat, Verint, VirtualLogger, VPI, West Corporation, Xarios, and ZOOM International. Revenue for Avaya and Genesys is included at a high level to illustrate the impact of contact center infrastructure vendors on the market.
To learn more about the 2016 Contact Center Workforce Optimization Market Share Report, read the abstract and the table of contents, or email Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098. To order, visit www.dmgconsult.com.
About DMG Consulting LLC
DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics. We are a strategic advisor to end users and vendors, large and small, and the financial community. Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs.
DMG Consulting is the leading provider of industry research for many contact center, back-office and analytics IT markets, including: Workforce Optimization (WFO, Quality Management/Liability Recording), Workforce Management, Speech Analytics, Text Analytics, Desktop Analytics, Customer Journey Analytics, Contact Center Performance Management, Gamification, Enterprise Feedback Management/Surveying, Cloud-Based Contact Center Infrastructure, Outbound Solutions, Interactive Voice Response Systems and Unified Communications. For more information, visit www.dmgconsult.com.