***MEDIA ALERT***

DMG Consulting Releases 2022 Contact Center Workforce Optimization/Workforce Engagement Management Market Share Report

The numbers reflect the strength and resilience of this market 

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

What: Releases 2022 Contact Center Workforce Optimization/Workforce Engagement Management Market Share Report

When: Today, 20 July  2022

Where: Available at the DMG Consulting online store

Background: 

DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services, today released its 2022 Contact Center Workforce Optimization/Workforce Engagement Management Market Share Report. The Report analyzes the revenue, market share, and execution of the estimated 36 worldwide workforce optimization (WFO)/workforce engagement management (WEM) suite vendors for fiscal full-year 2021.

Despite the maturity of many of the individual applications, the vendors did an excellent job of selling WFO/WEM suites to contact centers in 2021. The WFO/WEM suite vendors generated contact center sales of $2,236.9 million during 2021. This is an increase of $158.5 million, up 7.6%, from $2,078.4 million in 2020. Workforce optimization/workforce engagement management suites are essential for capturing and measuring the voice of customers and employees and provide critical insights for organizations focused on improving both the customer and employee experience.  

Artificial intelligence (AI) is reinvigorating the entire contact center software market. Besides enhancing the capabilities of the individual applications in a WFO/WEM suite, new AI technology is emerging to serve as a “hub” or “brain” to coordinate the operation of disparate contact center applications, enabling companies to provide a vastly improved, optimized, and personalized experience for each contact.

Many of the applications that comprise today’s contact center WFO/WEM suites provide proven benefits to multiple enterprise departments, including back-office and branch-oriented functions. Once these solutions are optimized for each department’s use, it will open up the opportunity for sales outside of the contact center. “DMG has sized the back-office opportunity and estimates that it is over 2 times larger than the contact center total addressable market (TAM) for WFO/WEM suites,” said Donna Fluss, president and founder of DMG Consulting.  “Using AI to provide a more flexible and customizable technology framework suited to the specific needs of each enterprise department should help open up the TAM for these solutions outside of the contact center.”  

The 2022 Contact Center Workforce Optimization/Workforce Engagement Management Market Share Report provides a detailed breakdown and analysis of revenue for the following 19 named vendors: 8×8, Alvaria, ASC, Avaya (high-level revenue only), Calabrio, DVSAnalytics, Eleveo, Enghouse, Envision, Five9, Genesys, Lifesize, Mitel, NICE, OnviSource, OpenText, Playvox, Verint, and Xarios. This Report provides a detailed analysis of 99.4% of revenue for the named vendors in the WFO/WEM suite market.

To learn more about the 2022 Contact Center Workforce Optimization/Workforce Engagement Management Market Share Report, read the abstract, which includes the table of contents, or contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098. To order your copy of the Report, visit dmgconsult.com

About DMG Consulting LLC 

DMG Consulting LLC provides expert guidance, industry reports and primary research that guide the critical decisions made by businesses, technology providers and investors in the dynamic and rapidly transforming contact center and back-office markets. Driving the strategic direction of the customer experience (CX) is at the core of DMG’s extensive consultation and collaboration with executives, leaders and industry innovators. DMG’s methodologies and in-depth understanding of people, process and technology create outstanding business outcomes and position organizations to deliver the next generation of customer and contact center experiences in an AI-driven digital world. Learn more at dmgconsult.com.

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