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DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report

DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report

11/1/2017

WFO market is contracting;  future is in the cloud

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

What:     Releases 2017 Workforce Optimization Mid-Year Market Share Report

When:    Today, 1 November 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 Workforce Optimization Mid-Year Market Share Report. DMG’s 13th report on this sector provides an in-depth analysis of the financial performance of the WFO market and its 39 vendors during the first six months of 2017, 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.

After 15 years of continuous growth, the WFO market is contracting. The digital transformation is underway, enterprise requirements have changed, and cloud computing is the technology of the future. WFO suite vendors who have not kept their solutions and architecture up-to-date are feeling the impact as enterprises look to different providers for workforce optimization capabilities. “Enterprises need and want WFO applications, like recording, quality management, speech analytics, workforce management, etc.”  said Donna Fluss, President of DMG Consulting LLC. “The question is who they are going to buy them from.”

Total company GAAP revenue for the vendors that offer a contact center WFO suite dropped by 5.2% to $1,583.4 million from $1,669.7 million, a decrease of $86.3 million between the first half of 2016 and 2017. This decrease follows a similar pattern in the 12 months between the first half of 2016 and 2015, where total company GAAP revenue for contact center WFO suite providers decreased by $5.9 million. The number of WFO vendors is shrinking, a trend that is expected to continue for the next few years.

The 2017 Workforce Optimization Mid-Year Market Share Report provides a detailed breakdown of revenue for the following 22 named vendors: 8×8, ASC, Aspect, Avaya, Calabrio, ComputerTel, Coordinated Systems,  dvsAnalytics, Enghouse, Envision, Genesys, HigherGround, Mitel, NICE, OnviSource, OpenText, TantaComm, TelStrat, Verint Systems, VirtualLogger, Xarios and ZOOM International.

To learn more about the 2017 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 (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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