DMG Consulting Releases 2014 – 2015 Workforce Optimization Product and Market Report

1/7/2015

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

What: Releases 2014 – 2015 Workforce Optimization Product and Market Report

When: Today, 7 January 2015

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 2014 – 2015 Workforce Optimization Product and Market Report. The 11th annual edition of the Report provides the vendor, product, functional, technical, pricing, trend and operational information IT and enterprise leaders and managers need to choose the right solution and partner to meet their organization’s current and future workforce optimization (WFO) needs in the front and back office.

As technology and customer care evolve at a rapid pace, the WFO market has reached a turning point. The traditional WFO capabilities of recording and quality assurance are highly penetrated. The time has come for a new generation of WFO solutions to emerge, and innovative WFO vendors are enhancing their solutions with analytics and gamification, and are even extending into the area of customer relationship management (CRM).

“This is an exciting and highly innovative time for WFO solutions. The vendors are responding to the enterprise trends around multi-channel customer support, big data, mobility, the cloud and the consolidation of front and back offices by delivering better, cheaper, faster, more user-friendly WFO solutions,” said Donna Fluss, President of DMG Consulting. “This cycle puts end users in the enviable position of having myriad choices, and also enabling them to negotiate favorable terms for the solutions they want to acquire.”

Total company GAAP revenue for the 45 competitors increased by $200.9 million, from $1,512.7 million in the first half of 2013 to $1,713.6 million in the first half of 2014. Contact center WFO revenue increased by 12.8% (or $81.9 million), from $638.4 million in the first half of 2013 to $720.3 million in the first half of 2014.

The 678-page 2014 – 2015 Workforce Optimization Product and Market Report analyzes 13 leading and contending vendors: Avaya, Calabrio, dvsAnalytics, Envision, inContact (Uptivity), Interactive Intelligence, KnoahSoft, NICE, OnviSource, TelStrat, Verint, VPI and ZOOM International. To learn more about what is included in the 2014 – 2015 Workforce Optimization Product and Market Report, read the full abstract, and review the table of contents.. For more information, visit www.dmgconsult.com, or email Deborah Navarra at deborah.navarra@dmgconsult.com or call 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.