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DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report

DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report

1/3/2018

New architectures and intelligent automation position WFO sector to suceed

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

What:     Releases 2017 – 2018 Workforce Optimization Product and Market Report

When:    Today, 3 January 2018

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 2017 – 2018 Workforce Optimization Product and Market Report. DMG’s 14 th annual report on this resilient sector explores the products, innovation, and market trends and challenges that are changing the face of WFO. The Report also presents an insightful analysis of WFO market activity for the first half of 2017, and provides 5-year market projections for the 12 WFO application components.

The WFO market has seen great success over the past 20 years, and market transformation is underway to ensure this sector’s continued viability in the digital era. Today’s WFO solutions are transitioning from suites to new-gen platforms. To address current and evolving business needs, the solutions must be re-architected from the ground up with true multi-tenant architecture that can be deployed in a variety of delivery models and integrate with third-party applications, regardless of the vendor they were purchased from and where they run.

Current WFO solutions address the diverse needs of the enterprise, including contact centers, the back office and, increasingly, other business functions. WFO vendors are supporting non-traditional channels and adding new functionality, with an emphasis on intelligent automation and the introduction of robotics to improve front and back-office business functions. Artificial intelligence (AI) is entering the WFO world, starting with natural language process (NLP) and machine learning, technologies that have great potential to enhance many components of these solutions.

”It’s going to be an interesting 3 – 5 years for the WFO sector as it undergoes a major shake-out,” says Donna Fluss, President of DMG Consulting LLC. “Vendors who can transition to new-gen platforms designed to support the digital economy will succeed, while others who cannot respond to market changes will quietly try to find an exit. This transition opens the door for emerging solutions that take a digital, omni-channel, analytics and AI-oriented approach to addressing the WFO challenge.”

The 2017 – 2018 Workforce Optimization Product and Market Report provides the vendor, product, functional, technical and pricing information that enterprise, contact center and IT leaders need to select the right solution to meet their organization’s current and future front- and back-office WFO requirements. The Report covers 8 leading and contending vendors: Aspect, Calabrio, dvsAnalytics, NICE, OnviSource OpenText, Verint and ZOOM International. To learn more about the 2017 – 2018 Workforce Optimization Product and Market Report, visit www.dmgconsult.com, 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 (quality management/recording), workforce management, speech analytics, text analytics, desktop analytics, robotic process automation, customer journey analytics, enterprise feedback management/surveying, performance management, gamification, voice biometrics, cloud-based contact center infrastructure, dialing, interactive voice response systems, intelligent virtual agents, and proactive customer care. For more information, visit www.dmgconsult.com.

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