DMG Consulting Releases 2015 Contact Center Workforce Management Product and Market Report

3/18/2015

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

What: Releases 2015 Contact Center Workforce Management Product and Market Report

When: Today, 18 March 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 2015 Contact Center Workforce Management Product and Market Report. DMG’s eighth annual report on workforce management (WFM) delivers a comprehensive analysis of vendors, products, pricing and operational information for this sector. The 374-page Report is designed to help organizations select the right solution, technology, functionality and partner to meet existing and future front- and back-office WFM needs.

2014 was a good year for the WFM market, given its maturity. The sector grew by 11.2%, an increase of 900,556 seats. However, the 2015 Contact Center Workforce Management Product and Market Report reveals that 2015 may indeed be the breakout year for this critical IT sector. Growing opportunities in the back office and branch operations, coupled with the increasing popularity of cloud-based solutions for smaller companies, are drawing long-awaited attention to WFM. This is driving new and much needed vendor investments into research and development (R&D) as well as increased competition in the market. With new functionality being released and ease of use becoming more pervasive, companies with outdated WFM solutions are looking to upgrade, further supporting the possibility for this sector to see strong growth in 2015.

“The WFM market is undergoing an awakening, with abundant opportunities in the back office and branches, and with the cloud leveling the playing field – making advanced technology available to any size organization,” said Donna Fluss, president of DMG Consulting. “There are so many options available for users and many ways for them to take advantage of the very tangible benefits WFM has to offer. It’s a great time to be acquire a new WFM solution – but you must do your homework.”

DMG expects the WFM growth trend to continue even more strongly, with WFM revenue increasing by 13% in 2015 and 2016, and 12% in 2017 and 2018.

The 2015 Contact Center Workforce Management Product and Market Report provides a detailed review of nine leading and contending WFM vendors. The vendors covered in-depth in this Report are: Calabrio, Interactive Intelligence, NICE/IEX, Noble Systems, Teleopti and Verint. Three solutions – inContact, Intradiem and WorkFlex – are covered at a high level. To learn more about the Report, read the full abstract, and the table of contents.. To order, 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, Gamification, Text Analytics, Desktop Analytics, Contact Center Performance Management, Surveying/Voice of the Customer, Cloud-Based Contact Center Infrastructure, Outbound Dialing Solutions, Interactive Voice Response Systems and Unified Communications. For more information, visit www.dmgconsult.com.