DMG Consulting Releases 2012 – 2013 Workforce Optimization Product and Market Report

3/15/2013

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

What: Releases 2012-2013 Workforce Optimization Product and Market Report

When: Today, 15 March 2013

Where: Available at the DMG Consulting online store:

Background:

DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2012 – 2013 Workforce Optimization Product and Market Report. DMG’s ninth annual Workforce Optimization Product and Market Report – previously known as the Quality Management/Liability Recording (Workforce Optimization – WFO) Product and Market Report – delivers unparalleled vendor, product, functional, technical, pricing and operational information. The 540-page Report is designed to assist contact center, IT, back-office and enterprise leaders and managers in selecting the right solution, technology, functionality and partner to meet their organization’s current and future needs for front and back-office employee optimization solutions.

The WFO market remains strong, even more than other contact center and IT sectors. Contact centers and enterprises alike are adopting WFO solutions for front-office and, increasingly, back-office use. WFO revenue increased by 9.2%, from $563.4 million to $615.4 million, between the first half of 2011 and 2012.

Numerous factors play a role in the growth of WFO solutions. The WFO vendors remain highly innovative, delivering new solutions, functionality and applications each year. Currently, activity is focused on several areas that are changing the WFO market landscape. Among them are:

WFO in the cloud – As users look to reap the benefits of this flexible, scaleable and game-changing model, the current WFO vendors are finally getting into the game to address the growing demand.
Back-office WFO – The opportunity for back-office WFO is large, and solutions have begun to emerge. DMG expects to see great innovation in this area over the next five years, as enterprises invest in these suites to reduce back-office operating costs.
Voice of the Customer – Listening to the voice of the customer has never been more important. Analytics of all kinds, along with QA and surveying, are emerging as critical tools for gathering valuable customer feedback. Taking action on that data is critical, and leading vendors are already starting to make it possible.

“For a mature sector in a lethargic economy, WFO is performing extremely well, with new applications and functionality driving adoption and revenue growth,” said Donna Fluss, president of DMG Consulting. “We expect to see a lot more activity over the next 12-24 months as vendors vie for a leadership spot in the cloud and in the back office. The great news for users is that vendors are investing to develop and launch practical and actionable solutions to meet the evolving needs of their customers – so there will be many choices and the potential to negotiate good deals.”

DMG expects the WFO market to grow between 7% and 9% in 2013 and 2014, and to increase by at least 10% in 2015, due to an expected pick-up in the worldwide economy.

The 2012 – 2013 Workforce Optimization Product and Market analyzes 14 leading and contending vendors. Twelve are covered at a detailed level: Aspect, Avaya, Calabrio, CallCopy, dvsAnalytics, Interactive Intelligence, KnoahSoft, NICE, TelStrat, Verint, VPI and ZOOM. Two vendors, OAISYS and OnviSource, are covered at a higher level.

To learn more about the 2012 – 2013 Workforce Optimization Product and Market, read the full abstract , and the table of contents. To order your copy, visit www.dmgconsult.com, or email Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098.

About DMG Consulting LLC

DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office 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 contact center, back-office and analytics IT markets, including: Social Customer Care, Workforce Optimization (WFO, Quality Management/Liability Recording), Speech Analytics, Text Analytics, Desktop Analytics, Performance Management, Surveying/Voice of the Customer, Workforce Management, Cloud-Based Contact Center Infrastructure Solutions, Interactive Voice Response Systems, Unified Communications and Outbound Dialing Solutions For more information, visit www.dmgconsult.com.