Skip to content

DMG Consulting Releases 2018 Contact Center Workforce Optimization Market Share Report


New-gen solutions are the future of this mature sector

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

What:     Releases 15th annual Contact Center Workforce Optimization (WFO) Market Share

When:    Today, 23 May 2018

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 2018 Knowledge Management Product and Market Report. This inaugural knowledge management (KM) report covers all aspects of this resurgent IT sector, which is attracting a great deal of interest because of the digital transformation and growing interest in incorporating artificial intelligence (AI) functionality into contact center solutions.

It was a tough year for the WFO market in general, as total GAAP revenue decreased  by 4.8%, but the contact center segment grew by 4.6%, from $1,583.2 million in 2016 to$1,655.3 million in 2017. This revenue growth came primarily from 5 vendors: NICE, Verint, Calabrio, Aspect and Genesys. As has been the case for close to two decades, NICE and Verint dominated every WFO revenue segment and category in 2017. Quality assurance (QA)/quality management (QM) was the top-selling WFO application in 2017, a sit was in 2016. The North American market continued to be the primary consumer of WFO functionality, as has been the case for years. The WFM sector remains strong; this mature segment increased by 7.8% between 2016 and 2017, after having grown by 11.4% in the prior 12 months.

Sales of robotics/robotic process automation (RPA) solutions picked up great momentum in the past 12 months, and while still a relatively small component of total contact center WFO revenue, they are displaying a “hockey stick” growth pattern, a trend that DMG predicts will continue for the next few years. “AI and robotics represent both the future direction and a challenge for the WFO market,” said Donna Fluss, President of DMG Consulting LLC. “Intelligent automation will make substantial contributions to contact centers by taking over many routine, time-consuming tasks previously performed by agents and improving service quality. This will reduce the need for traditional WFO solutions, as there will be fewer agents. The trend toward automation will drive substantial changes in WFO solutions and the competitive landscape.”

Widely regarded as an authoritative and comprehensive resource for vendors and investors who want to understand the performance of the dynamic WFO market and its competitors, the 2018 Contact Center Workforce Optimization Market Share Report analyzes the financial performance of the top 22 vendors, including: including: 8×8, ASC, Aspect, Avaya, Calabrio, ComputerTel, Coordinated Systems, Inc., dvsAnalytics, Enghouse, Envision, Genesys, HigherGround, Mitel, NICE, OnviSource, OpenText, Serenova, TantaComm, Verint, VirtualLogger, Xarios, and ZOOM International.

To learn more about the 2018 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 (qality 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

#  #  #