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Contact Center Workforce Optimization Market Share Report

2016 Contact Center Workforce Optimization Market Share Report

The “go-to” resource for vendors and investors who want to understand the financial performance of the dynamic workforce optimization (WFO) market and its competitors, and to assess what to expect in the future.

Renowned for in-depth and trusted analysis of the WFO sector

The 2016 Contact Center Workforce Optimization Market Share Report. Our 13th annual edition, addresses revenue for fiscal 2015, and provides an in-depth and insightful analysis of the financial performance of the leading and contending WFO suite providers, applications and sectors. This Report provides the most accurate and comprehensive coverage of this technology segment, which after 20 years of remarkable growth, is showing its maturity.

2015 was a transformative year for the WFO market. The dynamics are changing, producing great opportunity for emerging competitors. A growing number of enterprises are seeking to purchase WFO capabilities from their contact center infrastructure vendor in order to provide seamless integration with other systems and to simplify the operating environment. Another significant trend is the move toward cloud-based solutions. A sector that shows significant opportunity for WFO growth is the branch/back-office market.

The 2016 Contact Center Workforce Optimization Market Share Report provides a detailed analysis of 99.3% of the revenue for the vendors in the WFO market; the remaining 0.7% is addressed in the “Other” category. The Report analyzes the financial performance of the top 27 vendors, including: ASC, Aspect, Avaya, Cacti, Calabrio, ComputerTel, Coordinated Systems, Inc., dvsAnalytics, 8×8, Enghouse, Envision, Genesys, HP WFO Software, HigherGround, inContact, Interactive Intelligence, Mitel, NICE, OnviSource, TelStrat, TantaComm, Verint, VirtualLogger, VPI, West Corporation, Xarios, and ZOOM International.  Revenue for Avaya and Genesys is included at the WFO level, but not in the detailed analyses.

Key Reasons to Buy this Report:

  • Total company GAAP revenue and market share analysis for all vendors who sell workforce optimization suites for contact centers and other uses
  • Revenue analysis for the two primary industry categories: enterprise and security
  • Drill-down analyses of WFO market revenue and market share, from total company to contact-center-only views of the data
  • Revenue and market share for 2015 for recording and quality assurance/quality management, the two core applications in the WFO market
  • Revenue and market share for 2015 for the WFM sector
  • Growth comparisons analyzing 2014 and 2015 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 the 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, text analytics, coaching, eLearning and gamification
  • Geographical analysis of revenue and market share for North America, Europe, Asia Pacific, and Caribbean & Latin America (CALA)/Middle East & Africa (MEA) (combined), by vendor for each region
  • Back-office/branch 2015 revenue and market share analysis
  • Cloud revenue and market share analysis for 2015

1. Executive Summary
2. Introduction
3. Financial Information Sources
4. Debates about Methodology
5. Methodology
6. 2015 Total Company GAAP Revenue and Market Share (all WFO-related vendors)
7. 2015 Revenue and Market Share by Industry Category
8. 2015 WFO and Recording Solutions Revenue and Market Share
9. 2015 Total WFO and Recording Revenue and Market Share, Excluding Security (Intercept and Defense, and Video) Recording
10. 2015 Contact Center WFO Revenue and Market Share
11. 2015 Quality Assurance/Quality Management Revenue and Market Share
12. Total Company GAAP Revenue and Market Share, 2014 vs. 2015 Comparison
13. Total Company GAAP Revenue, 2015 vs. 2014 Comparison
14. Total Company GAAP Revenue Trends, 2011 – 2015
15. Contact Center Workforce Optimization Revenue, 2015 vs. 2014 Comparison
16. Contact Center WFO Revenue Trends, 2011 – 2015
17. 2015 WFO and Recording Solutions Revenue and Market Share by Application
18. 2015 Total Voice Recording Revenue and Market Share
19. 2015 Contact Center Recording Revenue and Market Share
20. 2015 Non-Contact-Center Recording Revenue and Market Share
21. 2015 Voice Recording Revenue and Market Share
22. 2015 Total Workforce Management Revenue and Market Share
23. 2015 Workforce Management Revenue and Market Share
24. Revenue Trends by Geography, 2011 – 2015
25. 2015 North America (US and Canada) Revenue and Market Share
26. 2015 Europe Revenue and Market Share
27. 2015 Asia-Pacific Revenue and Market Share
28. 2015 Rest-of-World (CALA and MEA) Revenue and Market Share
29. Revenue Trends by Vertical, 2011 – 2015
30. 2015 Back-Office/Branch Revenue and Market Share
31. 2015 Hardware Revenue and Market Share
32. 2015 License/Software Revenue and Market Share
33. 2015 Cloud/Hosted/Software-as-a-Service (SaaS) Revenue and Market Share
34. 2015 Services Revenue and Market Share
35. Revenue Source Analysis, 2015 vs. 2014
36. Revenue Source Trends, 2011 – 2015
37. 2015 Direct Revenue and Market Share
38. 2015 Indirect Revenue and Market Share
39. Revenue by Sales Channel Analysis, 2015 vs. 2014 Comparison
40. Revenue by Sales Channel Trends, 2011 – 2015
Table of Figures

Figure 1: 2015 Total Company GAAP Revenue and Market Share (all WFO-related vendors)
Figure 2: 2015 Total Company GAAP Revenue Market Share
Figure 3: 2015 Revenue and Market Share by Industry Category
Figure 4: 2015 Market Share by Industry Category
Figure 5: 2015 WFO and Recording Solutions Revenue and Market Share
Figure 6: 2015 WFO and Recording Solutions Market Share
Figure 7: 2015 Total WFO and Recording Revenue and Market Share,Excluding Security (Intercept and Defense, and Video) Recording
Figure 8: 2015 WFO and Recording Market Share, Excluding Security – Intercept and Defense and Security – Video Recording
Figure 9: 2015 Contact Center WFO Revenue and Market Share
Figure 10: 2015 WFO Contact Center Market Share
Figure 11: Avaya WFO Revenue Trend
Figure 12: 2015 Quality Assurance/Quality Management Revenue and Market Share
Figure 13: 2015 Quality Assurance/Quality Management Market Share
Figure 14: Total Company GAAP Revenue and Market Share, 2015 vs. 2014 Comparison
Figure 15: Total Company GAAP Revenue, 2015 vs. 2014 Comparison
Figure 16: Total Company GAAP Revenue, 2015 vs. 2014 Comparison
Figure 17: Total Company GAAP Revenue Trend, 2011 – 2015
Figure 18: Total Company GAAP Revenue Trends, 2011 – 2015
Figure 19: Contact Center Workforce Optimization Revenue, 2015 vs. 2014 Comparison
Figure 20: Total Contact Center WFO Revenue, 2015 vs. 2014 Comparison
Figure 21: Contact Center WFO Revenue Trends, 2011 – 2015
Figure 22: Contact Center WFO Revenue Trends, 2011 – 2015
Figure 23: 2015 WFO and Recording Solutions Revenue and Market Share by Application
Figure 24: 2015 WFO Recording Solutions Revenue and Market Share by Application
Figure 25: WFO and Recording Solutions Revenue Trends by Application, 2011 – 2015
Figure 26: WFO and Recording Solutions Revenue Trends, 2011 – 2015
Figure 27: 2015 Total Voice Recording Revenue and Market Share
Figure 28: 2015 Total Voice Recording Market Share
Figure 29: 2015 Contact Center Recording Revenue and Market Share
Figure 30: 2015 Contact Center Recording Market Share
Figure 31: 2015 Non-Contact-Center Recording Revenue and Market Share
Figure 32: 2015 Non-Contact-Center Recording Market Share
Figure 33: 2015 Voice Recording Revenue and Market Share
Figure 34: 2015 Total Recording Revenue, Contact Center vs. Non-Contact-Center
Figure 35: 2015 Total Workforce Management Revenue and Market Share
Figure 36: 2015 Total Workforce Management Market Share
Figure 37: 2015 Workforce Management Revenue and Market Share
Figure 38: 2015 Workforce Management Revenue, Contact Center vs. Back-Office/Branch
Figure 39: Revenue Trends by Geography, 2011 – 2015
Figure 40: Revenue Trends by Geography, 2011 – 2015
Figure 41: 2015 North America (US and Canada) Revenue and Market Share
Figure 42: 2015 North America (US and Canada) Market Share
Figure 43: 2015 Europe Revenue and Market Share
Figure 44: 2015 Europe Market Share
Figure 45: 2015 Asia-Pacific Revenue and Market Share
Figure 46: 2015 Asia-Pacific Market Share
Figure 47: 2015 Rest-of-World (CALA & MEA) Revenue and Market Share
Figure 48: 2015 Rest-of-World (CALA and MEA) Market Share
Figure 49: Revenue Trends by Vertical, 2011 – 2015
Figure 50: Revenue Trend by Vertical, 2011 – 2015
Figure 51: 2015 Back-Office/Branch Revenue and Market Share
Figure 52: 2015 Back-Office/Branch Market Share
Figure 53: 2015 Hardware Revenue and Market Share
Figure 54: 2015 Hardware Market Share
Figure 55: 2015 License/Software Revenue and Market Share
Figure 56: 2015 License/Software Market Share
Figure 57: 2015 Cloud/Hosted/Software-as-a-Service (SaaS) Revenue and Market Share
Figure 58: 2015 Cloud/Hosted/SaaS Market Share
Figure 59: 2015 Services Revenue and Market Share
Figure 60: 2015 Services Market Share
Figure 61: Revenue Source Analysis, 2015 vs. 2014
Figure 62: Revenue Source Analysis, 2015 vs. 2014
Figure 63: Revenue Source Trends, 2011 – 2015
Figure 64: Revenue Source Market Share Trends Full Year 2011 – 2015
Figure 65: Revenue Source Trends, 2011 – 2015
Figure 66: 2015 Direct Revenue and Market Share
Figure 67: 2015 Direct Revenue Market Share
Figure 68: 2015 Indirect Revenue and Market Share
Figure 69: 2015 Indirect Revenue Market Share
Figure 70: Revenue by Sales Channel Analysis, 2015 vs. 2014 Comparison
Figure 71: Revenue by Sales Channel Analysis, 2015 vs. 2014 Comparison
Figure 72: Revenue by Sales Channel Trends, 2011 – 2015
Figure 73: Revenue as a Percentage of Sales Channel Trends, Full Year 2011 – 2015
Figure 74: Revenue by Sales Channel Trends, 2011 – 2015

+ Key Elements of this Report

Key Reasons to Buy this Report:

  • Total company GAAP revenue and market share analysis for all vendors who sell workforce optimization suites for contact centers and other uses
  • Revenue analysis for the two primary industry categories: enterprise and security
  • Drill-down analyses of WFO market revenue and market share, from total company to contact-center-only views of the data
  • Revenue and market share for 2015 for recording and quality assurance/quality management, the two core applications in the WFO market
  • Revenue and market share for 2015 for the WFM sector
  • Growth comparisons analyzing 2014 and 2015 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 the 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, text analytics, coaching, eLearning and gamification
  • Geographical analysis of revenue and market share for North America, Europe, Asia Pacific, and Caribbean & Latin America (CALA)/Middle East & Africa (MEA) (combined), by vendor for each region
  • Back-office/branch 2015 revenue and market share analysis
  • Cloud revenue and market share analysis for 2015
+ Table of Contents

1. Executive Summary
2. Introduction
3. Financial Information Sources
4. Debates about Methodology
5. Methodology
6. 2015 Total Company GAAP Revenue and Market Share (all WFO-related vendors)
7. 2015 Revenue and Market Share by Industry Category
8. 2015 WFO and Recording Solutions Revenue and Market Share
9. 2015 Total WFO and Recording Revenue and Market Share, Excluding Security (Intercept and Defense, and Video) Recording
10. 2015 Contact Center WFO Revenue and Market Share
11. 2015 Quality Assurance/Quality Management Revenue and Market Share
12. Total Company GAAP Revenue and Market Share, 2014 vs. 2015 Comparison
13. Total Company GAAP Revenue, 2015 vs. 2014 Comparison
14. Total Company GAAP Revenue Trends, 2011 – 2015
15. Contact Center Workforce Optimization Revenue, 2015 vs. 2014 Comparison
16. Contact Center WFO Revenue Trends, 2011 – 2015
17. 2015 WFO and Recording Solutions Revenue and Market Share by Application
18. 2015 Total Voice Recording Revenue and Market Share
19. 2015 Contact Center Recording Revenue and Market Share
20. 2015 Non-Contact-Center Recording Revenue and Market Share
21. 2015 Voice Recording Revenue and Market Share
22. 2015 Total Workforce Management Revenue and Market Share
23. 2015 Workforce Management Revenue and Market Share
24. Revenue Trends by Geography, 2011 – 2015
25. 2015 North America (US and Canada) Revenue and Market Share
26. 2015 Europe Revenue and Market Share
27. 2015 Asia-Pacific Revenue and Market Share
28. 2015 Rest-of-World (CALA and MEA) Revenue and Market Share
29. Revenue Trends by Vertical, 2011 – 2015
30. 2015 Back-Office/Branch Revenue and Market Share
31. 2015 Hardware Revenue and Market Share
32. 2015 License/Software Revenue and Market Share
33. 2015 Cloud/Hosted/Software-as-a-Service (SaaS) Revenue and Market Share
34. 2015 Services Revenue and Market Share
35. Revenue Source Analysis, 2015 vs. 2014
36. Revenue Source Trends, 2011 – 2015
37. 2015 Direct Revenue and Market Share
38. 2015 Indirect Revenue and Market Share
39. Revenue by Sales Channel Analysis, 2015 vs. 2014 Comparison
40. Revenue by Sales Channel Trends, 2011 – 2015
Table of Figures

Figure 1: 2015 Total Company GAAP Revenue and Market Share (all WFO-related vendors)
Figure 2: 2015 Total Company GAAP Revenue Market Share
Figure 3: 2015 Revenue and Market Share by Industry Category
Figure 4: 2015 Market Share by Industry Category
Figure 5: 2015 WFO and Recording Solutions Revenue and Market Share
Figure 6: 2015 WFO and Recording Solutions Market Share
Figure 7: 2015 Total WFO and Recording Revenue and Market Share,Excluding Security (Intercept and Defense, and Video) Recording
Figure 8: 2015 WFO and Recording Market Share, Excluding Security – Intercept and Defense and Security – Video Recording
Figure 9: 2015 Contact Center WFO Revenue and Market Share
Figure 10: 2015 WFO Contact Center Market Share
Figure 11: Avaya WFO Revenue Trend
Figure 12: 2015 Quality Assurance/Quality Management Revenue and Market Share
Figure 13: 2015 Quality Assurance/Quality Management Market Share
Figure 14: Total Company GAAP Revenue and Market Share, 2015 vs. 2014 Comparison
Figure 15: Total Company GAAP Revenue, 2015 vs. 2014 Comparison
Figure 16: Total Company GAAP Revenue, 2015 vs. 2014 Comparison
Figure 17: Total Company GAAP Revenue Trend, 2011 – 2015
Figure 18: Total Company GAAP Revenue Trends, 2011 – 2015
Figure 19: Contact Center Workforce Optimization Revenue, 2015 vs. 2014 Comparison
Figure 20: Total Contact Center WFO Revenue, 2015 vs. 2014 Comparison
Figure 21: Contact Center WFO Revenue Trends, 2011 – 2015
Figure 22: Contact Center WFO Revenue Trends, 2011 – 2015
Figure 23: 2015 WFO and Recording Solutions Revenue and Market Share by Application
Figure 24: 2015 WFO Recording Solutions Revenue and Market Share by Application
Figure 25: WFO and Recording Solutions Revenue Trends by Application, 2011 – 2015
Figure 26: WFO and Recording Solutions Revenue Trends, 2011 – 2015
Figure 27: 2015 Total Voice Recording Revenue and Market Share
Figure 28: 2015 Total Voice Recording Market Share
Figure 29: 2015 Contact Center Recording Revenue and Market Share
Figure 30: 2015 Contact Center Recording Market Share
Figure 31: 2015 Non-Contact-Center Recording Revenue and Market Share
Figure 32: 2015 Non-Contact-Center Recording Market Share
Figure 33: 2015 Voice Recording Revenue and Market Share
Figure 34: 2015 Total Recording Revenue, Contact Center vs. Non-Contact-Center
Figure 35: 2015 Total Workforce Management Revenue and Market Share
Figure 36: 2015 Total Workforce Management Market Share
Figure 37: 2015 Workforce Management Revenue and Market Share
Figure 38: 2015 Workforce Management Revenue, Contact Center vs. Back-Office/Branch
Figure 39: Revenue Trends by Geography, 2011 – 2015
Figure 40: Revenue Trends by Geography, 2011 – 2015
Figure 41: 2015 North America (US and Canada) Revenue and Market Share
Figure 42: 2015 North America (US and Canada) Market Share
Figure 43: 2015 Europe Revenue and Market Share
Figure 44: 2015 Europe Market Share
Figure 45: 2015 Asia-Pacific Revenue and Market Share
Figure 46: 2015 Asia-Pacific Market Share
Figure 47: 2015 Rest-of-World (CALA & MEA) Revenue and Market Share
Figure 48: 2015 Rest-of-World (CALA and MEA) Market Share
Figure 49: Revenue Trends by Vertical, 2011 – 2015
Figure 50: Revenue Trend by Vertical, 2011 – 2015
Figure 51: 2015 Back-Office/Branch Revenue and Market Share
Figure 52: 2015 Back-Office/Branch Market Share
Figure 53: 2015 Hardware Revenue and Market Share
Figure 54: 2015 Hardware Market Share
Figure 55: 2015 License/Software Revenue and Market Share
Figure 56: 2015 License/Software Market Share
Figure 57: 2015 Cloud/Hosted/Software-as-a-Service (SaaS) Revenue and Market Share
Figure 58: 2015 Cloud/Hosted/SaaS Market Share
Figure 59: 2015 Services Revenue and Market Share
Figure 60: 2015 Services Market Share
Figure 61: Revenue Source Analysis, 2015 vs. 2014
Figure 62: Revenue Source Analysis, 2015 vs. 2014
Figure 63: Revenue Source Trends, 2011 – 2015
Figure 64: Revenue Source Market Share Trends Full Year 2011 – 2015
Figure 65: Revenue Source Trends, 2011 – 2015
Figure 66: 2015 Direct Revenue and Market Share
Figure 67: 2015 Direct Revenue Market Share
Figure 68: 2015 Indirect Revenue and Market Share
Figure 69: 2015 Indirect Revenue Market Share
Figure 70: Revenue by Sales Channel Analysis, 2015 vs. 2014 Comparison
Figure 71: Revenue by Sales Channel Analysis, 2015 vs. 2014 Comparison
Figure 72: Revenue by Sales Channel Trends, 2011 – 2015
Figure 73: Revenue as a Percentage of Sales Channel Trends, Full Year 2011 – 2015
Figure 74: Revenue by Sales Channel Trends, 2011 – 2015

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