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DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report


Strong momentum driving market growth and investments

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

What:    Releases 2019 – 2020 Workforce Management Product and Market Report

When:    Today, 27 March 2019

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

2019 – 2020  Workforce Management Product and Market Report. DMG’s twelfth annual report on workforce management (WFM) delivers an incisive and comprehensive analysis of the vendors, products, pricing and best practices for this IT sector. The 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.

Flex scheduling, agent self-service and adaptive real-time scheduling are the new standard of WFM. The WFM vendors are investing in delivering new and enhanced methods to improve the accuracy of forecasting and scheduling for omni-channel, multi-skill and blended environments. Many of these new algorithms leverage AI technologies and are optimized for each discrete channel. Leading WFM solutions have re-imagined the traditional fixed-shift staffing paradigm and utilize flex scheduling, which empowers agents to create and manage their own schedule via self-service portals. Adaptive real-time scheduling is being used to address the intraday challenges of volatile demand and fluctuating resources. It re-forecasts intervals for the remainder of the day, determines the required skills and resources to address new projections, and automates the required scheduling changes to “acquire” or dismiss resources.

“The WFM sector has undergone a dramatic transformation,”  said Donna Fluss, President of DMG Consulting. “The key differences between ’old school’ and ’new wave’ WFM are flexibility, mobility, enablement and automation.” The WFM market is performing extremely well, and DMG expects it to continue to grow at a strong rate even though it is a mature market. DMG anticipates that the WFM market will experience rapid growth over the next 5 years, increasing by 11% in 2019, by 10% in 2020 and 2021, and by 9% in both 2022 and 2023. However, it is possible that the rate of growth could be substantially higher if back-office and branch/retail implementations accelerate.

The 2019 – 2020 Workforce Management Product and Market Report provides an in-depth analysis of the contact center WFM market, the competitive landscape, market trends and challenges, vendors, product suites, technology and innovation. It provides an insightful analysis of how WFM is being re-engineered to meet the complex requirements of today’s omni-channel, virtualized contact center environments, consumers’ rising expectations and the demands of the modern workforce. The Report provides an analysis of WFM market activity as well as 5-year market projections. Six leading and contending vendors are featured in the Report: Aspect, Calabrio, Genesys, NICE, Teleopti and Verint. To learn more about the Report, read the full abstract including the table of contents. To order, 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

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