DMG Consulting Releases 2013 – 2014 Workforce Optimization Product and Market Report

2/6/2014

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 Workforce Optimization Product and Market Report

When: Today, 6 February 2014

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 Workforce Optimization Product and Market Report. This tenth annual edition of the Report provides the vendor, product, functional, technical, pricing and operational information IT and enterprise leaders and managers need to select the right solution and partner to meet their organization’s current and future workforce optimization (WFO) needs in the front and back office.

As the economy picks up momentum, companies are beginning to upgrade outdated solutions. Total company GAAP revenue for the top 45 WFO competitors grew by $158.4 million (11.7%), from $1,354.3 million in the first half of 2012 to $1,512.7 million in first-half 2013. The contact center WFO segment of the market grew more slowly; its revenue increased by only 3.7%, from $615.4 million in the first half of 2012 to $638.4 million in the first half of 2013.

While the cloud and back-office requirements are still significant drivers in this sector, the customer journey, big data, and the need for multi-channel (also known as omni-channel) and social customer care capabilities are increasingly important considerations when choosing a WFO solution today.

“2013 was a quiet year for the WFO market; enterprises were still recovering from the recession and there were few mergers and acquisitions, which kept the growth rate down to 3.7% for the contact center sector,” said Donna Fluss, President of DMG Consulting. “2014 has started off strongly with an acquisition that brought new capabilities to the WFO sector, and we see interest growing in North America and Europe.”

DMG expects 2014 to be a strong year for sales of contact center WFO solutions, anticipating that the market will show the first substantial signs of interest in back-office WFO-related solutions. DMG predicts the WFO market will grow by 9% in 2014, and 10% in 2015 and 2016.

The 625-page 2013 – 2014 Workforce Optimization Product and Market Report analyzes 16 leading and contending vendors. Thirteen vendors are covered at a detailed level: Avaya, Calabrio, Genesys, inContact, Interactive Intelligence, KnoahSoft, NICE, OnviSource, TelStrat, Uptivity (formerly CallCopy), Verint, VPI and ZOOM. Three additional vendors – dvsAnalytics, Intradiem and OAISYS – are covered at a higher level, and one stand-alone vendor, Intradiem, is also addressed.

To learn more about the 2013-2014 Workforce Optimization Product and Market Report, read the full abstract, and review 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.