DMG Consulting Releases 2014 Workforce Optimization Mid-Year Market Share Report

11/18/2014

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

What: Releases 2014 Workforce Optimization Mid-Year Market Share Report

When: Today, 19 November 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 Mid-Year Market Share Report. This is the 10th year that DMG has produced this Report, which takes an in-depth look at the financial performance of the workforce optimization (WFO) sector for the first six months of the year. The Report complements DMG’s annual Workforce Optimization Market Share Report, which looks at WFO market performance and activity for the full year, and its Workforce Optimization Product and Market Report, which reviews vendors, technology, trends and challenges, pricing and more.

The WFO market continued to grow, albeit less dramatically, in the first half of 2014. Total company GAAP revenue for the 45 WFO 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%, from $638.4 million in the first half of 2013 to $720.3 million in the first half of 2014.

“WFO remains an essential set of applications for organizations interested in streamlining staffing and delivering an exceptional customer experience. However, two primary market segments – quality assurance and recording – are mature and have been highly penetrated already,” said Donna Fluss, President of DMG Consulting. “Growth trajectories will change over the next several years with replacement cycles and the increased use of cloud-based solutions.”

The 2014 Workforce Optimization Mid-Year Market Share Report provides a detailed breakdown of revenue for the following 28 vendors: ASC, Aspect, Avaya, Cacti, Calabrio, ComputerTel, Coordinated Systems, CTI Group, dvsAnalytics, Enghouse Systems, Envision, Genesys, Hewlett-Packard (HP), HigherGround, inContact (who acquired Uptivity on May 6, 2014), Interactive Intelligence, KnoahSoft, Magnetic North, Mitel (who acquired OAISYS on March 4, 2014), NICE Systems, OnviSource, TantaComm, TelStrat, Verint Systems, VirtualLogger, VPI, Xarios, and ZOOM International. These vendors comprise 99.3% of the contact center WFO market; the remaining 0.7% (17 vendors) are addressed in the “Other” category.

To learn more about the 2014 Workforce Optimization Mid-Year 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 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.