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Contact Center Workforce Optimization Grew By 14 Percent To $2.7 Billion In 2008, Outperforming Most IT Sectors

Contact Center Workforce Optimization Grew By 14 Percent To $2.7 Billion In 2008, Outperforming Most IT Sectors

Contact Center Workforce Optimization Grew By 14 Percent To $2.7 Billion In 2008, Outperforming Most IT Sectors



WEST ORANGE, NJ — July 22, 2009 — DMG Consulting LLC, the leading provider of contact center and real-time analytics market research and consulting services, today published the 2009 Quality Management/Liability Recording (Workforce Optimization) Market Share Report.

The Quality Management/Liability Recording (Workforce Optimization) market grew by 14 percent, from $2,389.1 million in 2007 to $2,724.3 million in 2008. The contact center segment contributed 4.3 percent, growing from $1,019.3 million to $1,062.8 million. While this growth rate is more modest than in prior years, the WFO market is outperforming many other IT software markets. DMG Consulting attributes this growth to increased spending on security, risk and liability avoidance, and cost reduction.

Contact centers use recording to capture agent/customer call and screen activities for liability, verification, quality assurance, and to feed into analytics applications. Enterprise use of recording is growing; the traditional uses are for contact centers, trading floors, first responders and air traffic control. In recent years, recording has expanded to address video surveillance solutions (video-based recording and analytics) to protect buildings and infrastructure and branch/back-office communications and activities. Enterprise use of recording will broaden as companies discover more ways to use it to minimize their exposure to risk and reduce operating expenses.

“One of the more interesting things in 2008 is that the growth of the QM/recording (WFO) market was largely organic. We didn’t have any large-scale acquisitions or anything that really shook up the market. What we did have are vendors who continue to provide high-value applications that help end users solve the problems that plague them—security, risk, liability, quality and cost reduction,” said Donna Fluss, president of DMG Consulting. “Also interesting is that the market hit the tipping point for IP-based solutions, as these sales accounted for 61.4 percent of the market. This is a significant change from 2007 when the mix was close to 50/50.”

DMG does not expect 2009 to be a great year for sales of WFO solutions because many banks and investment firms are still trying to recover from the impact of the recession and, as a result, are making only essential investments. Despite the trying times, DMG expects the WFO market to grow by 2 percent to 4 percent.

While the top two vendors dominate, there are more than 45 competitors in the contact center WFO market, most of whom are highly profitable. The Report analyzes the revenue and market share of leading and competing vendors, including: ASC, Aspect, Autonomy etalk, Cacti, Calabrio, CallCopy, CyberTech, Envision, HigherGround, Interactive Intelligence, KnoahSoft, Magnetic North, NICE, OnviSource, TantaComm, TDI/Wygant, Telrex, Verint, VirtualLogger, VPI and Zoom International.

The 2009 Quality Management/Liability Recording (Workforce Optimization) Market Share Report provides growth comparisons for 2008 and 2007 for the market, and by technology sector, with contact center and non-contact center views. The Report includes five-year revenue trend analyses for total company GAAP revenue, contact center WFO segments, geographic regions, and verticals. It also includes revenue and market share broken down by hardware/software/services and by geography for the market and individual vendors. This Report is essential for vendors and investors who want to thoroughly understand the current status and future performance of the 45-plus competitors in this dynamic growth market.

To learn more about the 2009 Quality Management/Liability Recording (Workforce Optimization) Market Share Report or to order a copy, go to, or contact Deborah Navarra at 516.628.1098 or

About DMG Consulting LLC

DMG Consulting LLC is an independent research, advisory and consulting firm that provides strategic and tactical advice to contact center managers, vendors and the financial community about the contact center and analytics markets. Our mission is to help clients build world-class contact centers by leveraging technology, processes and people. We provide insight and guidance to 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.

DMG Consulting analyzes all aspects of the contact center market and publishes research on Quality Management/Liability Recording (WFO), Speech Analytics, Performance Management, Surveying/Feedback, Workforce Management, Contact Center Outsourcing, Hosted Contact Center Infrastructure and Interactive Voice Response Systems. DMG’s consulting experience spans more than 2,000 end-user organizations and vendors. Our hands-on operational, technology and financial expertise gives us deep insight into what customers need and want from enterprises and vendors. For more information, visit