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DMG Consulting Releases 2011-2012 Contact Center Workforce Management Market Report; Predicts Strong Growth through 2014; Innovation Focused on Ease of Use, Multi-Channel and the Cloud

DMG Consulting Releases 2011-2012 Contact Center Workforce Management Market Report; Predicts Strong Growth through 2014; Innovation Focused on Ease of Use, Multi-Channel and the Cloud

DMG Consulting Releases 2011-2012 Contact Center Workforce Management Market Report; Predicts Strong Growth through 2014; Innovation Focused on Ease of Use, Multi-Channel and the Cloud

6/1/2011

Who:     DMG Consulting LLC, a leading provider of contact center and real-time analytics market research and consulting services

What:    2011-2012 Contact Center Workforce Management Market Report

When:   Today, 1 June 2011

Where:  Available at the DMG Consulting online store: www.dmgconsult.com/store/store.asp

Background:
DMG Consulting LLC, a leading provider of contact center and real-time analytics market research and consulting services, today released its 2011-2012 Contact Center Workforce Management Market Report. The Report provides the market, vendor, product, functional, technical, pricing and trend information to help contact center and IT managers make the right workforce management (WFM) technology selection for their contact center.

During 2010, the WFM sector continued to show growth, with 8,089 contact centers using WFM solutions, up 21.5% from 2009. During the same period, the number of contact center seats grew by 19.0%, with a majority of vendors showing double-digit growth in number of seats. However, while WFM solutions may be credited with benefits like cost savings and productivity gains, the unnecessary complexity of some solutions makes adoption rates lower than expected. The 2011-2012 DMG Contact Center Workforce Management Market Report explores the existing and emerging trends that are driving change and innovation in the WFM market, injecting new life and opportunity into this long-time staple of the contact center.

  • WFM vendors are focused on making it easier for customers to use their applications. As these easier-to-use solutions win business away from market leaders, DMG expects to see more vendors focusing on ease of use to remain competitive.
  • Multi-channel capabilities are becoming a differentiator between solutions. End users should know that many WFM solutions are lagging in providing effective multi-channel capabilities, despite vendor claims. DMG expects to see more developments in multi-channel functionality as contact centers and back-office operating areas increasingly require it to optimize agent-related resources.
  • Cloud-based WFM solutions are growing in popularity because they enable companies to try WFM without a large initial investment or long-term commitment. End users considering a cloud-based solution should look beyond the marketing message to ensure that the vendor understands the unique needs of hosting. DMG expects to see continued innovation and adoption in the cloud-based/hosted WFM solution sector.
  • A new generation of WFM solutions is coming from other countries, specifically from Europe. European WFM solution providers have different priorities from their US counterparts, but US-based centers stand to benefit from this fresh perspective.
  • Executives are realizing that WFM can help them apply best practices, disciplines and solutions honed in the contact center to other parts of their businesses. While back-office WFM requires a different set of mathematical algorithms, the scheduling, intra-day re-forecasting and staff self-service aspects are similar to the contact center. DMG predicts that back-office WFM will ultimately grow to be substantially larger than the contact center WFM market.

“The trends that are taking hold in the WFM sector are going to impact the way end users evaluate WFM solutions and make purchasing decisions over the next several years,” said Donna Fluss, President of DMG Consulting. “Although WFM solutions have been around for more than three decades with varying degrees of penetration and success, technology innovation, global perspective and evolving market needs are forcing vendors to invest in developing easier-to-use solutions, and giving buyers new criteria to base their selections upon.”

The 2011-2012 Contact Center Workforce Management Market Report is the most comprehensive, fact-based and timely analysis of this evolving technology sector. It covers 33 WFM vendors in total, and features detailed reviews of eight leaders and contenders including: Aspect, Calabrio, Genesys, GMT, Interactive Intelligence, NICE/IEX, Telopti and Verint Systems, Inc. This edition of the Report also includes two new sections, one assessing the long-term planning sector of the contact center WFM market, and the second providing an overview of developments in back-office WFM.

This Report analyzes all aspects of the contact center WFM market including trends, challenges, best practices, return on investment (ROI), benefits, customer satisfaction, market innovation, vendors, products, functionality, technology, market share, adoption rates, projections and pricing. It presents and analyzes the functional components of WFM solutions, with detailed descriptions of available core and optional WFM modules, how each benefits an organization, and the functional differentiators among vendor offerings. Finally, the Report reviews the expanding WFM competitive landscape including market momentum, product opportunities and vendor positioning.

To learn more about the 2011-2012 Contact Center Workforce Management Market Report, or to order a copy, visit www.dmgconsult.com, or contact Deborah Navarra at deborah.navarra@dmgconsult.com 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 www.dmgconsult.com.