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DMG Consulting Releases 2009-2010 Workforce Optimization (WFO) Report

DMG Consulting Releases 2009-2010 Workforce Optimization (WFO) Report

DMG Consulting Releases 2009-2010 Workforce Optimization (WFO) Report



WEST ORANGE, NJ — January 27, 2010 — DMG Consulting LLC, a leading provider of contact center and real-time analytics market research and consulting services, today released its 2009-2010 Quality Management/Liability Recording (Workforce Optimization) Product and Market Report.

Data from the report shows 2009 proved to be a good year for the contact center workforce optimization (WFO) market. The recession gave many vendors the opportunity to significantly enhance their products, ensuring they would be well-positioned in 2010 and 2011 to meet the needs of highly particular prospects as they begin making technology investments again.

New product packages, workflow, analytics-enabled solutions and true mid-sized offerings are a just a few of the innovations seen in the market. Due to the economic climate, contact center managers have an opportunity to purchase or upgrade to a feature-rich workforce optimization solution at an aggressive price. This trend is expected to continue throughout 2010 as vendors aggressively compete for new business.

Although contact center WFO revenue dropped by 5.9 percent, from $507.7 million in the first half of 2008 to $477.7 million in the first half of 2009, the contact center WFO market is still ahead of the $447.7 million earned in the first six months of 2007. DMG expects 2010 to start slowly, but a strong fourth quarter will propel 2011 into a recovery year. DMG expects the market to grow by 3 percent in 2010 and 5.5 percent in 2011.

“2009 was an interesting year for the workforce optimization market. Companies cut spending on all but essential contact center investments, we saw broad acceptance of software-as-a-service (SaaS)-based solutions and companies began to grasp the importance of unified communications,” said Donna Fluss, president of DMG Consulting. “These developments will enable contact center managers to take advantage of innovative, unique products from leading and contending vendors in 2010 and 2011, perhaps at reduced prices.”

The 2009-2010 Quality Management/Liability Recording (WFO) Product and Market Report covers 45 vendors and features detailed product and company assessments for the top 10 leaders and contenders, including: Aspect, Calabrio, CallCopy, Envision, Interactive Intelligence, KnoahSoft, NICE, OnviSource, Verint and VPI. Three additional companies, Cybertech, OAISYS and dvsAnalytics, are covered at a high level. Each of the profiled vendors offers a suite of products for contact center quality assurance and recording, as well as add-on modules for speech analytics, surveying, performance management, coaching, eLearning and workforce management. The Report also features a revenue and market share analysis for 22 vendors.

Along with market, vendor and industry information, this year’s Report:

  • Explores the mega-trends that will drive change and end-user investment decisions throughout 2010
  • Provides contact center managers with actionable recommendations to address the hottest issues impacting their contact centers today, including a roadmap for building a world-class quality assurance program with or without analytics
  • Offers an inside look at what customers have to say about vendors and their products in the DMG Customer Satisfaction Survey
  • Includes a guide to the Payment Card Industry Security Standard and how it applies to contact centers in North America, the United Kingdom and Japan
  • Examines how analytics is re-invigorating traditional quality assurance initiatives and helping contact center managers realize incremental benefits

To learn more about the 2009-2010 Quality Management/Liability Recording (Workforce Optimization) Product and Market 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 advisory and consulting firm specializing in contact centers 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 centers 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 segments of the contact center market, including: Quality Management/Liability Recording, Speech Analytics, Performance Management, Surveying/Feedback, Workforce Management, Contact Center Outsourcing, Hosted Contact Center Infrastructure Solutions and Interactive Voice Response Systems.