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DMG Consulting Releases 2016 –2016 Workforce Optimization Mid-Year Market Share Report

DMG Consulting Releases 2016 Workforce Optimization Mid-Year Market Share Report

10/20/2016

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

What:    Releases 2016 Workforce Optimization Mid-Year Market Share Report

When:    Today, 20 October 2016

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 2016 Workforce Optimization Mid-Year Market Share Report. DMG’s 12th annual report on this sector provides an in-depth analysis of the financial performance of the WFO market and its 42 vendors during the first six months of 2016, 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 contact center WFO market has hit an important inflection point and is starting to transform. Revenue is down, mergers and acquisitions are up and occurring at a rapid rate not previously experienced by this sector, and more activity is expected in the next 24 months.  Total company GAAP revenue for the 42 WFO competitors declined in the first half of 2016, down by $5.9 million, from $1,675.6 million in first-half 2015 to $1,669.7 million. Contact center WFO revenue decreased by 3.7%, from $714.3 million in the first half of 2015 to $688.1 million in the same period of 2016. A number of factors are slowing down investments in the contact center WFO market, including: the high adoption rate of core recording and QA components; market confusion caused by mergers and acquisitions; and the changing composition of the solutions.

“After many years of stable and consistent growth, the WFO market is entering a period of major change,”  said Donna Fluss, President of DMG Consulting LLC. “Companies need WFO solutions, which is why this market is large and has performed well for more than 20 years. However, changing expectations, technology and market dynamics are forcing the sector to reinvent itself.”

The 2016 Workforce Optimization Mid-Year Market Share Report provides a detailed breakdown of revenue  for the following 25 named vendors: 8×8, ASC, Aspect, Avaya, Cacti, Calabrio, ComputerTel, Coordinated Systems, dvsAnalytics, Enghouse, Envision, Genesys, HigherGround, inContact, Interactive Intelligence, Mitel, NICE, OnviSource, OpenText, TantaComm, TelStrat, Verint Systems, VirtualLogger, Xarios and ZOOM International.

To learn more about the 2016 Workforce Optimization Mid-Year Market Share Report, view the Report Abstract 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 Optimization (WFO, Quality Management/Liability Recording), Workforce Management, Speech Analytics, Text Analytics, Desktop Analytics, Customer Journey Analytics, Contact Center Performance Management, Gamification, Enterprise Feedback Management/Surveying, Voice Biometrics, Cloud-Based Contact Center Infrastructure, Outbound Solutions, Interactive Voice Response Systems and Unified Communications. For more information visit www.dmgconsult.com.