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DMG Consulting Releases 2013 – 2014 Contact Center Workforce Management Market Report

DMG Consulting Releases 2013 – 2014 Contact Center Workforce Management Market Report

DMG Consulting Releases 2013 – 2014 Contact Center Workforce Management Market Report

5/8/2013

      

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

What:    Releases 2013 – 2014 Contact Center Workforce Management Market Report

When:    Today, 8 May 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 2013 – 2014 Contact Center Workforce Management Market Report. DMG’s sixth annual report on this sector delivers unparalleled vendor, product, functional, technical, pricing and operational information. The 368-page Report is designed to help organizations select the right solution, technology, functionality and partner to meet their current and future workforce management (WFM) needs.

The contact center WFM market has been enjoying a solid run for the last few years, and 2012 was no exception. Evolving organizational needs and a series of trends are converging, driving unprecedented interest and innovation in WFM solutions. Trends include the continued growth of cloud-based offerings, the increasing needs of back-office and branch operations, and the changing workforce, which now includes Millenials who require a work/life balance that can be addressed effectively with a WFM solution.

“The WFM market is experiencing a renewed sense of success. Emerging vendors from around the world are introducing innovation to market, driving their leading competitors to respond by making long-awaited R&D investments,” said Donna Fluss, president of DMG Consulting. “There is tremendous opportunity for WFM in the cloud, and growing interest in using WFM solutions in back-office and branch operating areas. For the first time in the history of this market, WFM vendors are rising to the challenge with enthusiasm – delivering better solutions and giving users more choices.”

The contact center WFM market is at the start of a refresh cycle that is expected to last for the next five years. DMG expects new and replacement WFM solutions to sell at unprecedented rates. DMG projects that the WFM market will grow by 10% in 2013 and 2014, and by 8% in 2015.

The 2013 – 2014 Contact Center Workforce Management Market Report is the most comprehensive, fact-based and timely analysis of this mature yet changing technology sector. This Report provides a detailed review of seven leading and contending WFM vendors: Aspect, Calabrio, Genesys, Interactive Intelligence, NICE/IEX, Teleopti and Verint. Four other providers – eg solutions, Holy-Dis, Intradiem and WorkFlex – are covered at a high level.

To learn more about the 2013 – 2014 Contact Center Workforce Management Market Report, 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 center and back-office environments 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.