DMG Consulting Releases 2015 – 2016 Workforce Optimization Product and Market Report

1/20/2016

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

What: Releases 2015 – 2016 Workforce Optimization Product and Market Report

When: Today, 20 January 2016

Where: Available at the DMG Consulting online store

Background:

We are pleased to announce that DMG has just released the 2016 Workforce Optimization Product and Market Report. This year’s Report, our 12th annual edition, provides an in-depth analysis of the contact center workforce optimization (WFO) market, competitive landscape, product suites and innovation, as well as technology, servicing and management trends that are driving the market. The Report also provides an insightful analysis of WFO market activity for the first half of 2015, and provides 5-year market projections for the 12 WFO application components.

Customer expectations, enterprise servicing goals and market dynamics are changing. To help organizations deliver on their promise of great and personalized service, a new wave of WFO suites are emerging, focused on engaging and empowering agents through a blend of WFM, analytics-enabled QA, gamification and enterprise feedback management. These new suites are being supported by innovative real-time and mobility capabilities. The WFO market is in transition, from a product and delivery perspective, as reflected by the growing demand for cloud-based WFO solutions. This is presenting a great opportunity for the vendors to step up to meet the market’s evolving and expanding needs. The result should be a great deal of innovation during the next five years.

A lack of visibility and control and under-investment in back-office and branch operating areas has resulted in service quality issues that increase costs and negatively impact the customer experience. It’s time for companies to do something about the back-office challenge. WFO solutions, once intended solely for contact centers, are emerging for front- and back-office use. Contact center WFO suites are getting a much-needed facelift to improve system usability, navigation and benefits, at the same time as they are being enhanced with back-office capabilities. With 2.5 times more employees than the front office, back-office departments represent a huge opportunity for sales of these new targeted solutions.

The 2015 – 2016 edition of the Workforce Optimization Product and Market Report covers 13 leading and contending vendors: Aspect, Avaya, Calabrio, dvsAnalytics, HP WFO Software, inContact, Interactive Intelligence, NICE, OnviSource, TelStrat, Verint, VPI and ZOOM International. Aspect and HP WFO Software are covered at a high level. The Report also contains a summary of 8×8’s newly acquired WFO capability.

To learn more about the 2015 – 2016 Workforce Optimization Product and Market Report, read the abstract and the table of contents, or contact 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: Workforce Management, Workforce Optimization (WFO, Quality Management/Liability Recording), Speech Analytics, Text Analytics, Desktop Analytics, customer journey analytics, Contact Center Performance Management, Gamification, Enterprise Feedback Management, Cloud-Based Contact Center Infrastructure, Outbound Dialing Solutions, Interactive Voice Response Systems and Unified Communications. For more information, visit www.dmgconsult.com.