DMG Consulting Releases 2017 Contact Center Workforce Optimization Market Share Report


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

What:     Releases 14th Annual  Workforce Optimization (WFO) Market Share Report

When:    Today, 7 June 2017

Where:   Available at the DMG Consulting online store


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 Optimization Market Share Report. The Report provides a detailed and insightful financial analysis of the workforce optimization (WFO) suite providers, applications and sectors for fiscal year 2016.

The growth rate of the overall WFO market between 2015 and 2016 was a modest 1.6%.  Despite this slow performance, segments of the WFO market have performed well, as reflected by the 9.5% growth rate for both the contact center WFO and WFM sectors, and a 10.7% increase in the QA sector. While 2016 saw significant acquisition activity, it occurred too late in the year to make a substantial contribution to the market. This, along with the continued contraction of the security sector, explains the low growth rate for 2016. The WFO sector is transforming, and future growth will depend on vendors adapting to changing market dynamics.

“The slow growth in the WFO market in 2016 is a call to action for the vendors, who have a great opportunity to increase their addressable market”,  said Donna Fluss, President of DMG Consulting LLC. “It’s time for WFO vendors to open up new markets, specifically branch/retail outlets and back-office operating departments. An effective way for them to expand the use of WFO applications throughout the enterprise is to partner with ERP, CRM and HRIS suite vendors.”

Widely regarded as a trusted and comprehensive resource for vendors and investors who want to understand the performance of the dynamic WFO market and its competitors, the 2017 Workforce Optimization Market Share Report analyzes the financial performance of the top 24 vendors, including: 8×8, ASC, Aspect, Avaya, Calabrio, ComputerTel, Coordinated Systems, Inc., dvsAnalytics, Enghouse, Envision, Genesys, HigherGround, inContact (pre-acquisition), Interactive Intelligence (pre-acquisition), Mitel, NICE, OnviSource, OpenText (new to the 2017 Report), TelStrat, TantaComm, Verint, VirtualLogger, Xarios, and ZOOM International.

To learn more about the 2017 Contact Center Workforce Optimization Market Share Report, read the abstract, which includes the table of contents, or email Deborah Navarra at or 516-628-1098. To order your copy of the Report, visit

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

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