2021 Contact Center Workforce Optimization Market Share Report

Published June 9, 2021

DMG Consulting’s 18th annual Contact Center Workforce Optimization Market Share Report analyzes the revenue, market share and performance of the estimated 36 worldwide workforce optimization (WFO) suite vendors for fiscal full-year 2020. The Report analyzes revenue by vendor, application and sector, and provides a detailed analysis of market share broken down by company, contact center WFO, back-office/branch, vertical, application, geography, revenue source and sales model.

Principal resource for vendors, investors and members of the financial community 

Contact center WFO revenue was up on a year-over-year basis from 2019 to 2020, though it was the smallest increase this segment has experienced in many years. In 2020, total contact center WFO revenue was $2,078.4 million, up by a slight 0.4%, $8.7 million, from $2,069.8 million in 2019. Cloud/hosted/software-as-a-service (SaaS) revenue increased by an impressive 64.6%, from $492.2 million in 2019 to $810.0 million in 2020. This increase of $317.8 million occurred while license/software revenue decreased by $221.7 million, 29.6%, on a year-over-year basis between 2019 and 2020.

The primary drivers of the market during the past year were the digital transformation and migration of contact center solutions to the cloud. Revenue is shifting from an up-front, on-premise model to a cloud annual recurring revenue (ARR) approach where sales are recognized throughout the life of the contract. The pace at which cloud-based WFO suites are being adopted is exceeding the rate of decrease for on-premise revenue.

A shift is also occurring in terms of the vendors who are providing contact center WFO suite functionality, narrowing the opportunities for stand-alone WFO providers. During the last 5 years, enterprises have begun looking to their cloud-based infrastructure vendors as “general contractors” and are expecting them to provide fully integrated WFO suite capabilities. This is driving some of the contact-center-as-a-service (CCaaS) vendors to either acquire a WFO solution or to build their own capabilities. Customer relationship management (CRM) vendors are also expanding their offerings to include WFO capabilities.

The 2021 Contact Center Workforce Optimization Market Share Report provides a detailed breakdown and analysis of revenue for the following 19 named vendors: 8×8, ASC, Aspect, Avaya (high-level revenue only), Calabrio, DVSAnalytics, Eleveo, Enghouse, Envision, Five9, Genesys, HigherGround, Lifesize, Mitel, NICE, OnviSource, OpenText, Verint, and Xarios. This Report provides a detailed analysis of 99.4% of revenue for the named vendors in the WFO suite market.

  • Total company GAAP revenue and market share analysis for all vendors who sell workforce optimization suites for contact centers and other uses
  • Drill-down analyses of WFO market revenue and market share, from total company to contact-center-only views of the data
  • Revenue and market share analyses for the two core applications of WFO suites – recording and QM
  • Year-over-year comparisons and analysis of 2019 and 2020 revenue and market share for total company on a GAAP, contact center WFO, revenue source and sales-channel basis
  • Five-year revenue trend analyses for total company GAAP revenue and broken down by contact center WFO, geography, vertical, revenue source and sales channel
  • Five-year revenue trends by application for 14 workforce optimization segments, including: recording (contact center and non-contact-center), QM, WFM (contact center and non-contact-center), interaction (speech and text) analytics, performance management, surveying/VoC, DA, RPA, KM, CJA, eLearning/coaching and gamification
  • Geographical analysis of revenue and market share for North America, Europe, Asia Pacific, and Caribbean and Latin America (CALA)/Middle East and Africa (MEA) (combined), by vendor for each region
  • Revenue source (license/software, cloud/hosted/software-as-a-service (SaaS), services, and hardware) revenue and market share analysis, by vendor
  • Analysis of revenue and market share based on sales model (direct/indirect), by vendor
  1. Executive Summary
  2. Introduction
  3. Financial Information Sources
  4. Debates about Methodology
  5. DMG’s Methodology
  6. 2020 Total Company GAAP Revenue and Market Share (all WFO-related vendors)
  7. 2020 WFO Solutions Revenue and Market Share
  8. 2020 Contact Center WFO Revenue and Market Share
  9. 2020 Quality Management Revenue and Market Share
  10. Total Company GAAP Revenue and Market Share, 2020 vs. 2019 Comparison
  11. Total Company GAAP Revenue, 2020 vs. 2019 Comparison
  12. Total Company GAAP Revenue Trends, 2016 – 2020
  13. Contact Center Workforce Optimization Revenue, 2020 vs. 2019 Comparison
  14. Contact Center WFO Revenue Trends, 2016 – 2020
  15. 2020 WFO Solutions Revenue and Market Share, by Application
  16. 2020 Total Recording Revenue and Market Share
  17. 2020 Contact Center Recording Revenue and Market Share
  18. 2020 Non-Contact-Center Recording Revenue and Market Share
  19. 2020 Recording Revenue and Market Share
  20. 2020 Total Workforce Management Revenue and Market Share
  21. 2020 Workforce Management Revenue and Market Share by Segment
  22. WFO Revenue Trends by Geography, 2016 – 2020
  23. 2020 North America (US and Canada) Revenue and Market Share
  24. Europe Revenue and Market Share
  25. 2020 Asia-Pacific Revenue and Market Share
  26. 2020 Rest-of-World (CALA and MEA) Revenue and Market Share
  27. Revenue Trends by Vertical, 2016 – 2020
  28. 2020 Back-Office/Branch Revenue and Market Share
  29. 2020 Hardware Revenue and Market Share
  30. 2020 License/Software Revenue and Market Share
  31. 2020 Cloud/Hosted/Software-as-a-Service Revenue and Market Share
  32. 2020 Services Revenue and Market Share
  33. Revenue Source Analysis, 2020 vs. 2019
  34. Revenue Source Trends, 2016 – 2020
  35. 2020 Direct Revenue and Market Share
  36. 2020 Indirect Revenue and Market Share
  37. Revenue by Sales Channel Analysis, 2020 vs. 2019 Comparison
  38. Revenue by Sales Channel Trends, 2016 – 2020

Table of Figures

  • Figure 1: 2020 Total Company GAAP Revenue and Market Share
    (all WFO-related vendors)
  • Figure 2: 2020 Total Company GAAP Revenue Market Share
  • Figure 3: 2020 WFO Solutions Revenue and Market Share
  • Figure 4: 2020 WFO Solutions Market Share
  • Figure 5: 2020 Contact Center WFO Revenue and Market Share
  • Figure 6: 2020 Contact Center WFO Market Share
  • Figure 7: 2020 Quality Management Revenue and Market Share
  • Figure 8: 2020 Quality Management Market Share
  • Figure 9: Total Company GAAP Revenue and Market Share,
    2020 vs. 2019 Comparison
  • Figure 10: Total Company GAAP Revenue, 2020 vs. 2019
    Comparison
  • Figure 11: Total Company GAAP Revenue, 2020 vs. 2019
    Comparison
  • Figure 12: Total Company GAAP Revenue Trends, 2016 – 2020
  • Figure 13: Total Company GAAP Revenue Trends, 2016 – 2020
  • Figure 14: Contact Center Workforce Optimization Revenue,
    2020 vs. 2019 Comparison
  • Figure 15: Total Contact Center WFO Revenue, 2020 vs. 2019
    Comparison
  • Figure 16: Contact Center WFO Revenue Trends, 2016 – 2020
  • Figure 17: Contact Center WFO Revenue Trends, 2016 – 2020
  • Figure 18: 2020 WFO Solutions Revenue and Market Share
    by Application
  • Figure 19: 2020 WFO Solutions Revenue and Market Share
    by Application
  • Figure 20: WFO Solutions Revenue Trends by Application,
    2016 – 2020
  • Figure 21: WFO Solutions Revenue Trends, 2016 – 2020
  • Figure 22: 2020 Total Recording Revenue and Market Share
  • Figure 23: 2020 Total Recording Market Share
  • Figure 24: 2020 Contact Center Recording Revenue
    and Market Share
  • Figure 25: 2020 Contact Center Recording Market Share
  • Figure 26: 2020 Non-Contact-Center Recording Revenue
    and Market Share
  • Figure 27: 2020 Non-Contact-Center Recording Market Share
  • Figure 28: 2020 Voice Recording Revenue and Market Share
  • Figure 29: 2020 Total Recording Revenue, Contact Center
    vs. Non-Contact-Center
  • Figure 30: 2020 Total Workforce Management Revenue
    and Market Share
  • Figure 31: 2020 Total Workforce Management Market Share
  • Figure 32: 2020 Workforce Management Revenue and Market Share
  • Figure 33: 2020 Workforce Management Revenue, Contact Center
    vs. Back-Office/Branch
  • Figure 34: Revenue Trends by Geography, 2016 – 2020
  • Figure 35: Revenue Trends by Geography, 2016 – 2020
  • Figure 36: 2020 North America (US and Canada) Revenue
    and Market Share
  • Figure 37: 2020 North America (US and Canada) Market Share
  • Figure 38: 2020 Europe Revenue and Market Share
  • Figure 39: 2020 Europe Market Share
  • Figure 40: 2020 Asia-Pacific Revenue and Market Share
  • Figure 41: 2020 Asia-Pacific Market Share
  • Figure 42: 2020 Rest-of-World (CALA and MEA) Revenue
    and Market Share
  • Figure 43: 2020 Rest-of-World (CALA and MEA) Market Share
  • Figure 44: Revenue Trends by Vertical, 2016 – 2020
  • Figure 45: Revenue Trends by Vertical, 2016 – 2020
  • Figure 46: 2020 Back-Office/Branch Revenue and Market Share
  • Figure 47: 2020 Back-Office/Branch Market Share
  • Figure 48: 2020 Hardware Revenue and Market Share
  • Figure 49: 2020 Hardware Market Share
  • Figure 50: 2020 License/Software Revenue and Market Share
  • Figure 51: 2020 License/Software Market Share
  • Figure 52: 2020 Cloud/Hosted/Software-as-a-Service (SaaS)
    Revenue and Market Share
  • Figure 53: 2020 Cloud/Hosted/SaaS Market Share
  • Figure 54: 2020 Services Revenue and Market Share
  • Figure 55: 2020 Services Market Share
  • Figure 56: Revenue Source Analysis, 2020 vs. 2019
  • Figure 57: Revenue Source Analysis, 2020 vs. 2019
  • Figure 58: Revenue Source Trends, 2016 – 2020
  • Figure 59: Revenue Source Market Share Trends Full Year
    2016 – 2020
  • Figure 60: Revenue Source Trends, 2016 – 2020
  • Figure 61: 2020 Direct Revenue and Market Share
  • Figure 62: 2020 Direct Revenue Market Share
  • Figure 63: 2020 Indirect Revenue and Market Share
  • Figure 64: 2020 Indirect Revenue Market Share
  • Figure 65: Revenue by Sales Channel Analysis, 2020 vs. 2019
    Comparison
  • Figure 66: Revenue by Sales Channel Analysis, 2020 vs. 2019
    Comparison
  • Figure 67: Revenue by Sales Channel Trends, 2016 – 2020
  • Figure 68: Revenue as a Percentage of Sales Channel Trends,
    Full Year 2016 – 2020
  • Figure 69: Revenue by Sales Channel Trends, 2016 – 2020
Have a question about this report?