DMG Consulting Releases 2015 Workforce Optimization Mid-Year Market Share Report

11/18/2015

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

What: Releases 2015 Workforce Optimization Mid-Year Market Share Report

When: Today, 18 November 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 Workforce Optimization Mid-Year Market Share Report. DMG’s 11th annual report on this sector provides an in-depth analysis of the financial performance of WFO market and its 45 vendors during the first six months of 2015, and compares market activity for this sector to the same period in the previous 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 showed its age during the first half of 2015. Total company GAAP revenue for the 45 WFO competitors lost momentum during the first half of 2015, decreasing by $8.6 million, from $1,713.6 million in the first half of 2014 to $1,705.0 million in the same period in 2015. The slowdown in the overall WFO market carried over to the contact center segment, which contracted by 1.1% ($7.6 million) between the first half of 2015 and the same period in 2014. Total contact center WFO revenue for the first six months of 2015 was $712.7 million, as compared to $720.3 million in the first half of 2014.

”The WFO market is mature and starting to move in a new direction,” said Donna Fluss, President of DMG Consulting LLC. “The organic growth for the core WFO modules, recording and QA, is slow because their penetration is already high. But market opportunity for the emerging analytics solutions and back-office WFO is great.”

This IT sector is expected to return to growth as leading WFO vendors become more acquisitive and the entire market becomes more effective in selling the newer applications; speech and text analytics, desktop analytics, contact center performance management (CCPM), and the most recent addition to WFO suites, customer journey analytics (CJA), have great upside potential. Back-office and branch WFO solutions also present tremendous opportunities for WFO vendors. The challenge is for the vendors open up the market for these highly beneficial solutions.

The 2015 Workforce Optimization Mid-Year Market Share Report provides a detailed breakdown of revenue for the following 27 vendors: ASC, Aspect, Avaya (who acquired KnoahSoft on April 15, 2015), 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, 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 account for 99.3% of the contact center WFO market; the Report addresses the remaining 0.7% (18 vendors) in the “Other” category.

To learn more about the 2015 Workforce Optimization Mid-Year Market Share 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.