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DMG Consulting Releases 2019 Contact Center Workforce Optimization Mid-Year Market Share Report

DMG Consulting Releases 2019 Contact Center Workforce Optimization Mid-Year Market Share Report

11/12/2019

Momentum is strong; AI driving accelerated innovation and change

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

What:    Releases 2019 Contact Center Workforce Optimization Mid-Year Market Share Report

When:    Today, 12 November 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 Mid-Year Market Share Report. DMG’s 15th annual report on this sector provides an in-depth analysis of the financial performance of the WFO market and its 38 vendors during the first six months of 2019, and compares market activity for this sector to the same period in the previous year. The Report complements DMG’s annual Contact Center Workforce Optimization Market Share Report, which looks at WFO market performance and activity for the full year, and DMG’s Contact Center Workforce Optimization Product and Market Report, which reviews vendors, technology, trends and challenges, pricing, and more.

The first half of 2019 showed strong revenue performance for the WFO sector, building on the positive momentum of 2018. Total company GAAP revenue for the WFO market in the first half of 2019 was $1,829.0 million, up from $1,685.1 million in the same period in 2018. This increase of $143.9 million is a very strong 8.5% improvement. Perhaps even more significant is that the contact center WFO market grew by 11.6%, from $863.6 million in first-half 2018 to $963.7 million, an increase of $100.1 million, in the first six months of 2019. Sales of these solutions are expected to remain strong as their reach extends into the back office and other enterprise departments.

“Innovation in WFO offerings is being driven by the need to make organizations smarter and more productive through automation,” said Donna Fluss, President of DMG Consulting LLC. “WFO applications are supporting new channels and are incorporating artificial intelligence (AI) to increase the opportunities for smarter and more sophisticated automation.” 

The 2019 Congtact Center Workforce Optimization Mid-Year Market Share Report provides a detailed breakdown of revenue for the following 21 named vendors: 8×8, ASC, Aspect, Avaya, Calabrio, ComputerTel, CSI/Virtual Observer, DVSAnalytics, Enghouse, Envision, Genesys, HigherGround, Mitel, NICE, OnviSource, OpenText, Serenova, Verint, VirtualLogger, Xarios and ZOOM International. 

To learn more about the 2019 Contact Cengter 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 (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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