Top Menu

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report

3/21/2017

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

What:     Releases 2017 Contact Center Workforce Management Product and Market Report

When:    Today, 21 March 2017

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 Contact Center Workforce Management Product and Market Report. DMG’s tenth annual report on workforce management (WFM) delivers an incisive and comprehensive analysis of vendors, products, pricing and best practices for this IT sector. The 406-page Report is designed to help organizations select the right solution, technology, functionality and partner to meet their existing and future front- and back-office WFM needs.

2016 was a good year for this mature IT sector, which grew by 8.8%, adding 871,999 new seats. The WFM market is positioned for strong performance, driven by the need for flexible and accurate omni-channel WFM solutions that help companies deliver a personalized experience cost effectively. WFM vendors are finally listening to their customers. The vendors are starting to invest in new technology and approaches, including next-gen WFM and intraday management capabilities, which have the potential to greatly improve the effectiveness of these solutions. DMG expects the WFM market to grow by 8% in 2017 and 2018, and by 9% in 2019, 2020 and 2021. The rate of growth could increase if the pace of innovation picks up.

“After more than 20 years of little innovation, the WFM vendors are waking up, and there are significant changes in this sector,” said  Donna Fluss, president of DMG Consulting. “Companies are taking notice of the enhancements and will invest if the new generation of WFM solutions lives up to the vendors’ claims.”

The 2017 Contact Center Workforce Management Product and Market Report provides an in-depth analysis of the WFM market, competitors, suites, competitive landscape, innovation, end-user satisfaction, as well as market, business and servicing trends and challenges. It analyzes WFM market activity and provides 5-year market projections. Eight leading and contending vendors are covered: ActiveOps, Aspect, Calabrio, Intradiem, NICE, Teleopti, Verint and WorkFlex. ActiveOps, Intradiem and WorkFlex, are covered at a higher 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 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, Cloud-Based Contact Center Infrastructure, Outbound Solutions, Voice Biometrics, Interactive Voice Response Systems and Unified Communications. For more information, visit www.dmgconsult.com.