DMG Consulting Releases 2014 Workforce Optimization Market Share Report

6/11/2014

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

What: Releases 11th annual Workforce Optimization (WFO) Market Share Report

When: Today, 11 June 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 2014 Workforce Optmization Market Share Report. The Report provides a detailed analysis of the workforce optimization (WFO) suite providers, applications and sectors for fiscal year 2013.

The WFO market performed well in 2013, and is showing signs of maturity. Total GAAP revenue for all companies that had a WFO offering in fiscal 2013 was $3,252.9 million, an increase of 11.5% over the $2,917.1 million in fiscal 2012. The contact center segment of the WFO market increased by 7.5%, a slower rate than the 10.6% growth between 2011 and 2012.

“WFO has been around a long time, and the market is definitely exhibiting signs of maturity. However, there is a lot of activity that is expected to fuel change and growth in the market,” said Donna Fluss, President of DMG Consulting. “Advances in recording, analytics, back-office WFO and the cloud are driving innovation in the traditional WFO sector; and some WFO vendors are expected to expand beyond classic functional boundaries, deeper into contact centers. The WFO market and its competitors are positioned to reinvent themselves over the next several years, and we look forward to watching the process unfold.”

Hailed as essential for vendors and investors who want to understand the performance of the dynamic WFO market and its competitors, the 2014 Workforce Optimization Market Share Report analyzes the top 29 vendors: ASC, Aspect, Avaya, Cacti, Calabrio, ComputerTel, Coordinated Systems, Inc., CTI Group, dvsAnalytics, Enghouse, Envision, Genesys, HP/Autonomy, HigherGround, inContact, Interactive Intelligence, KnoahSoft, Magnetic North, NICE, OAISYS, OnviSource, TelStrat, TantaComm, Uptivity (previously known as CallCopy), Verint, VirtualLogger, VPI, Xarios, and ZOOM International. Revenue for Avaya and Genesys is included at a high level to illustrate the impact of contact center infrastructure vendors on the market.

To learn more about the 2014 Workforce Optimization Market Share Report, read the abstract, and the table of contents. or email Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098. To order your copy of the Report, visit www.dmgconsult.com.

About DMG Consulting LLC

DMG Consulting LLC is a leading independent research, advisory and consulting firm specializing in contact centers, back-office and real-time analytics. DMG provides insight and strategic guidance and tactical advice to end users, vendors and the financial community. Each year, DMG devotes more than 10,000 hours to producing primary research on IT sectors, including workforce optimization (quality management/liability recording), speech analytics, workforce management, performance management, desktop analytics, surveying/voice of the customer, text analytics, cloud-based contact center infrastructure, dialing, interactive voice response systems and proactive customer care. Our actionable solutions are proven to deliver a lasting competitive advantage, and often pay for themselves in as little as three months. Learn more at www.dmgconsult.com.