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DMG Consulting Releases 2010 Contact Center Workforce Management Market Report; High Growth Characterized 2009, Expected to Continue

DMG Consulting Releases 2010 Contact Center Workforce Management Market Report; High Growth Characterized 2009, Expected to Continue

DMG Consulting Releases 2010 Contact Center Workforce Management Market Report; High Growth Characterized 2009, Expected to Continue



DMG Consulting LLC, a leading provider of contact center and real-time analytics market research and consulting services, today released its 2010 Contact Center Workforce Management Market Report. The 365-page Report explores market size, trends, challenges and projections; provides best practices; analyzes the 32-vendor competitive landscape with in-depth profiles of the top eight; and presents all of the product, functional, technical and pricing information that end users need to make the right workforce management (WFM) technology selection.

The Report reveals that 2009 was one of the strongest growth years ever for the contact center WFM sector, with the number of seats increasing dramatically for the second consecutive year, even in the midst of the economic recession. In 2009, the seat count grew by 30.3% and in 2008, the number grew by 7.4%. This counter-cyclical growth demonstrates the importance of WFM solutions and their status as the number-one agent productivity tool for contact centers in both good and challenging economic times. DMG expects the WFM market to continue to grow solidly during the next three years, predicting 8% growth in 2010 and 10% growth in both 2011 and 2012.

“The recession has been kind to the contact center WFM market because when money is tight, organizations are forced to optimize the areas that account for the largest costs. In the contact center, that is the people,” said Donna Fluss, president of DMG Consulting. “DMG understands how critical WFM technology decisions are, and this Report is designed to put the power back in the hands of the end user, equipping them with the information they need about vendors, products and best practices so they can make the right WFM solution decision, negotiate a fair price and realize the greatest benefits.”

Despite healthy competition, growth and innovation, critical challenges in the WFM market remain. Specifically, erlang-based (or modified erlang) forecasting algorithms, which are used by most WFM solutions to forecast call volumes, are proving inadequate. Their inability to produce accurate forecasts is costing companies money due to unnecessary overstaffing. This report serves as a call to action for current and new vendors: the industry needs a better, more accurate, mathematical approach to forecasting contact center interactions.

The 2010 Contact Center Workforce Management Market Report is the most comprehensive, fact-based and timely analysis of this technology sector. In addition to market share analysis, projections and industry trends, the Report includes:

  • Coverage of 32 contact center workforce management vendors with detailed reviews of the top eight leaders and contenders, including: Aspect, Calabrio, Genesys, GMT, InVision Software, NICE/IEX, Pipkins, and Verint Systems, Inc. Three additional companies, Bay Bridge Decision Technologies, Envision and Interactive Intelligence, are profiled at a high level.
  • Exploration of multi-channel/blended solutions, Web-based solutions, hosted/SaaS and managed service offerings, and small/mid-sized solutions, along with detailed pricing comparisons and ROI analysis for each delivery model.
  • Insights into new and emerging functionality that has recently been introduced into the market or is planned for the next 12 months.
  • Discussion of operational best practices for contact center managers and agents, insight into what end-users should expect from a successful WFM implementation, and vendor best practices for implementing WFM solutions.
  • A critical review of the erlang/modified erlang forecasting algorithms used by the majority of WFM vendors, and the cost to contact centers of continuing to work with sub-par forecasting tools.
  • The results of a comprehensive independent vendor satisfaction analysis, addressing end users’ opinions of each vendor’s products, implementation, training, professional services, support, innovation/responsiveness and pricing.

To learn more about the 2010 Contact Center Workforce Management Market Report, or to order a copy, visit or contact Deborah Navarra at or 516-628-1098.

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, Interactive Voice Response Systems, Unified Communications and Outbound Dialing Solutions. For more information, visit