DMG Consulting Releases 2013 Workforce Optimization (Quality Management/Liability Recording) Market Share Report

6/12/2013

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

What: Releases 2013 Workforce Optimization (Quality Management/Liability Recording) Market Share Report

When: Today, 12 June 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 Workforce Optimization (Quality Management/Liability Recording) Market Share Report. DMG’s tenth annual report on this sector provides a detailed analysis of the workforce optimization (WFO) suite providers, applications and sectors for fiscal year 2012. The 138-page Report is designed to help vendors and investors understand the current status and expected future performance of the dynamic WFO market and its competitors.

WFO was one of the first contact center technology sectors to recover from the recession, especially in North America and Asia Pacific. Total GAAP revenue for all companies that had a WFO offering in 2012 was $2,917.1 million, an increase of 13.3% over 2011. The contact center segment of the WFO market increased by 10.6% over 2011, with NICE and Verint leading the way. DMG expects the WFO market to grow by 7% to 9% in 2013 and 2014, and to increase by at least 10% in 2015, due to a pick-up in the worldwide economy.

“The numbers tell the story – the WFO market is strong and growing and we expect it to pick up momentum during the next three years, as economies around the world strengthen. Growth in the market is being driven by significant opportunities in the back office, the cloud, social customer care and analytics,” said Donna Fluss, President of DMG Consulting. “This market is back on track and on the move! We are going to see vendors adjusting their sales strategies and marketing approaches in order to remain competitive and capture the new opportunities that await them if they execute effectively.”

The 2013 Workforce Optimization (Quality Management/Liability Recording) Market Share Report addresses total company revenue and market share, analyzes revenue by sector, and provides a detailed evaluation of the market on company-wide, contact center WFO, vertical, application, geography and sales model bases. It analyzes fiscal 2012 vendor market share for the top 27 vendors: ASC, Aspect, Cacti, Calabrio, CallCopy, ComputerTel, Coordinated Systems, Inc., CTI Group, dvsAnalytics, Enghouse, Envision, HP/Autonomy, HigherGround, inContact, Interactive Intelligence, KnoahSoft, Magnetic North, NICE, OAISYS, OnviSource, TelStrat, TantaComm, Verint, VirtualLogger, VPI, Xarios, and Zoom International. This year’s Report also breaks out numbers for inContact, which had previously been included in the “Other” category.

To learn more about the 2013 Workforce Optimization (Quality Management/Liability Recording) Market Share 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.