DMG Consulting Releases 2015 Contact Center Workforce Optimization Market Share Report

6/16/2015

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

What: Releases 12th annual Workforce Optimization (WFO) Market Share Report

When: Today, 17 June 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 Optimization Market Share Report. The Report provides a detailed financial analysis of the workforce optimization (WFO) suite providers, applications and sectors for fiscal year 2014.

The WFO market delivered strong results in 2014. The total company GAAP revenue of the WFO market reached $3,660.9 million in 2014; this number represents an increase of 12.5% from $3,252.9 million in fiscal 2013. The contact center segment of the WFO market accounted for 38.3% of the total WFO revenue in 2014, a decrease from 41.5% in 2013.

“WFO solutions are going to play an increasingly important role in enterprises, as innovative vendors make investments that are transforming these suites into the contact center analytics platforms of the future,” said Donna Fluss, President of DMG Consulting. “DMG expects to see significant investments in many of the analytical solutions, including customer journey analytics (CJA), during the next two to three years. The emerging CJA solutions are exciting and valuable because they identify service impediments and issues throughout the customer journey. The goal for companies is to make it easy for their customers to do business with them, and CJA solutions provide the information needed to achieve this essential goal.”

Widely regarded as the authoritative resource for vendors and investors who want to understand the performance of the dynamic WFO market and its competitors, the 2015 Workforce Optimization Market Share Report analyzes the top 28 vendors: ASC, Aspect, Avaya, Cacti, Calabrio, ComputerTel, Coordinated Systems, Inc., CTI Group, dvsAnalytics, Enghouse, Envision, Genesys, HP WFO Software, HigherGround, inContact (who acquired Uptivity), Interactive Intelligence, KnoahSoft, Magnetic North, Mitel (who acquired OAISYS), NICE, OnviSource, TelStrat, TantaComm, 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 2015 Contact Center 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 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.