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DMG Consulting Releases 2019 Contact Center Workforce Optimization Market Share Report

DMG Consulting Releases 2019 Contact Center Workforce Optimization Market Share Report

6/5/2019

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 16th annual Contact Center Workforce Optimization (WFO) Market Share Report

When:    Today, 5 June 2019

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 2019 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 2018.

2018 was a very good year for the WFO market, with full-year total company GAAP revenue of $3,609.8 million, a year-over-year increase of 8.2% compared to 2017. Contact center WFO revenue grew at an even faster rate, 12.1% higher in 2018 than 2017, increasing by $200.1 million to $1,855.2 million. While the number of contact center seats has not grown substantially during the year, the WFO vendors are seeing impressive sales numbers because they are delivering innovation that addresses the evolving business needs of their customers.

New and enhanced functionality make today’s WFO suites almost unrecognizable compared to the solutions of just a few years ago. Artificial intelligence (AI) is driving the performance of innovative functionality such as omni-channel capabilities, full-featured analytics suites, real-time adaptive scheduling and adherence for WFM, attended and unattended RPA, and feature-rich CCPM applications. The WFO vendors are focusing on providing solutions with enhanced capabilities to assist in improving the customer journey and facilitating the sometimes complicated process of digital transformation. “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”, said Donna Fluss, President of DMG Consulting LLC. “The trend toward automation will drive substantial changes in WFO solutions and the competitive landscape.”

The 2019 Contact Center Workforce Optimization Market Share Report is 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 report  provides a detailed breakdown and thorough analysis of revenue for the following 22 named vendors: 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. Revenue for Avaya is included at the WFO level.

To learn more about the 2019 Contact Center Workforce Optimization Market Share Report, read the abstract, which includes the table of contents, or email 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 (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 www.dmgconsult.com.

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