2022 Contact Center Workforce Optimization/Workforce Engagement Management Market Share Report

Published July 18, 2022

DMG Consulting LLC’s 19th annual Contact Center Workforce Optimization/ Workforce Engagement Management Market Share Report (formerly the Contact Center Workforce Optimization Market Share 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. 

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

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. WFO/WEM suite vendors generated contact center sales of $2,236.9 million during 2021, an increase of $158.5 million, up 7.6%, from $2,078.4 million in 2020.

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.

Just as the applications within WFO/WEM suites benefit contact centers by improving quality and the agent experience, so too can they benefit back-office and branch 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. 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 presents and analyzes the market’s revenue at the highest level, total company revenue and market share, and then breaks it down by vendor, application, and sector. A detailed analysis of market share by company, contact center WFO/WEM, back-office/branch, vertical, application, geography, revenue type, and sales model is also provided. The 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; the remaining 0.6% of revenue is addressed in the “Other” category.

  • Total company GAAP revenue and market share analysis for all vendors who sell WFO/WEM suites for contact centers
  • Detailed analyses of WFO/WEM revenue and market share, starting with total company and drilling down to contact-center-only views of the data
  • Revenue and market share analyses for recording and QM – the two core applications in WFO/WEM suites
  • Year-over-year comparisons and analysis of 2020 and 2021 revenue and market share for total company on a GAAP, contact center WFO/WEM, revenue source and sales-channel basis
  • Revenue trend analyses for total company GAAP, contact center WFO/WEM, geography, vertical, revenue source and sales channel for the 5-year period from 2017 – 2021
  • Five-year revenue trends by application for 14 WFO/WEM sectors, 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
  • Analysis of revenue and market share by revenue source (license/software, cloud/hosted/software-as-a-service (SaaS), services and hardware), by vendor
  • Revenue and market share analysis, by vendor, based on sales model (direct/indirect)
  1. Executive Summary
  2. Introduction
  3. Financial Information Sources
  4. Debates about Methodology
  5. DMG’s Methodology
  6. 2021 Total Company GAAP Revenue and Market Share (all WFO/WEM-related vendors)
  7. 2021 WFO/WEM Solutions Revenue and Market Share
  8. 2021 Contact Center WFO/WEM Revenue and Market Share
  9. 2021 Quality Management Revenue and Market Share
  10. Total Company GAAP Revenue and Market Share, 2021 vs. 2020 Comparison
  11. Total Company GAAP Revenue, 2021 vs. 2020 Comparison
  12. Total Company GAAP Revenue Trends, 2017 – 2021
  13. Contact Center Workforce Optimization/Workforce Engagement Management Revenue, 2021 vs. 2020 Comparison
  14. Contact Center WFO/WEM Revenue Trends, 2017 – 2021
  15. 2021 WFO/WEM Solutions Revenue and Market Share, by Application
  16. 2021 Total Recording Revenue and Market Share
  17. 2021 Contact Center Recording Revenue and Market Share
  18. 2021 Non-Contact-Center Recording Revenue and Market Share
  19. 2021 Recording Revenue and Market Share
  20. 2021 Total Workforce Management Revenue and Market Share
  21. 2021 Workforce Management Revenue and Market Share by Segment
  22. WFO/WEM Revenue Trends by Geography, 2017 – 2021
  23. 2021 North America (US and Canada) Revenue and Market Share
  24. 2021 Europe Revenue and Market Share
  25. 2021 Asia-Pacific Revenue and Market Share
  26. 2021 Rest-of-World (CALA and MEA) Revenue and Market Share
  27. Revenue Trends by Vertical, 2017 – 2021
  28. 2021 Back-Office/Branch Revenue and Market Share
  29. 2021 Hardware Revenue and Market Share
  30. 2021 License/Software Revenue and Market Share
  31. 2021 Cloud/Hosted/Software-as-a-Service Revenue and Market Share
  32. 2021 Services Revenue and Market Share
  33. Revenue Source Analysis, 2021 vs. 2020
  34. Revenue Source Trends, 2017 – 2021
  35. 2021 Direct Revenue and Market Share
  36. 2021 Indirect Revenue and Market Share
  37. Revenue by Sales Channel Analysis, 2021 vs. 2020 Comparison
  38. Revenue by Sales Channel Trends, 2017 – 2021

Table of Figures

  • Figure 1: 2021 Total Company GAAP Revenue and Market Share (all WFO/WEM-related vendors)
  • Figure 2: 2021 Total Company GAAP Revenue Market Share
  • Figure 3: 2021 WFO/WEM Solutions Revenue and Market Share
  • Figure 4: 2021 WFO/WEM Solutions Market Share
  • Figure 5: 2021 Contact Center WFO/WEM Revenue and Market Share
  • Figure 6: 2021 Contact Center WFO/WEM Market Share
  • Figure 7: 2021 Quality Management Revenue and Market Share
  • Figure 8: 2021 Quality Management Market Share
  • Figure 9: Total Company GAAP Revenue and Market Share, 2021 vs. 2020 Comparison
  • Figure 10: Total Company GAAP Revenue, 2021 vs. 2020 Comparison
  • Figure 11: Total Company GAAP Revenue, 2021 vs. 2020 Comparison
  • Figure 12: Total Company GAAP Revenue Trends, 2017 – 2021
  • Figure 13: Total Company GAAP Revenue Trends, 2017 – 2021
  • Figure 14: Contact Center Workforce Optimization/Workforce Engagement Management Revenue, 2021 vs. 2020 Comparison
  • Figure 15: Total Contact Center WFO/WEM Revenue, 2021 vs. 2020 Comparison
  • Figure 16: Contact Center WFO/WEM Revenue Trends, 2017 – 2021
  • Figure 17: Contact Center WFO/WEM Revenue Trends, 2017 – 2021
  • Figure 18: 2021 WFO/WEM Solutions Revenue and Market Share by Application
  • Figure 19: 2021 WFO/WEM Solutions Revenue and Market Share by Application
  • Figure 20: WFO/WEM Solutions Revenue Trends by Application, 2017 – 2021
  • Figure 21: WFO/WEM Solutions Revenue Trends, 2017 – 2021
  • Figure 22: 2021 Total Recording Revenue and Market Share
  • Figure 23: 2021 Total Recording Market Share
  • Figure 24: 2021 Contact Center Recording Revenue and Market Share
  • Figure 25: 2021 Contact Center Recording Market Share
  • Figure 26: 2021 Non-Contact-Center Recording Revenue and Market Share
  • Figure 27: 2021 Non-Contact-Center Recording Market Share
  • Figure 28: 2021 Recording Revenue and Market Share
  • Figure 29: 2021 Total Recording Revenue, Contact Center vs. Non-Contact-Center
  • Figure 30: 2021 Total Workforce Management Revenue and Market Share
  • Figure 31: 2021 Total Workforce Management Market Share
  • Figure 32: 2021 Workforce Management Revenue and Market Share
  • Figure 33: 2021 Workforce Management Revenue, Contact Center vs. Back-Office/Branch
  • Figure 34: Revenue Trends by Geography, 2017 – 2021
  • Figure 35: Revenue Trends by Geography, 2017 – 2021
  • Figure 36: 2021 North America (US and Canada) Revenue and Market Share
  • Figure 37: 2021 North America (US and Canada) Market Share
  • Figure 38: 2021 Europe Revenue and Market Share
  • Figure 39: 2021 Europe Market Share
  • Figure 40: 2021 Asia-Pacific Revenue and Market Share
  • Figure 41: 2021 Asia-Pacific Market Share
  • Figure 42: 2021 Rest-of-World (CALA and MEA) Revenue and Market Share
  • Figure 43: 2021 Rest-of-World (CALA and MEA) Market Share
  • Figure 44: Revenue Trends by Vertical, 2017 – 2021
  • Figure 45: Revenue Trends by Vertical, 2017 – 2021
  • Figure 46: 2021 Back-Office/Branch Revenue and Market Share
  • Figure 47: 2021 Back-Office/Branch Market Share
  • Figure 48: 2021 Hardware Revenue and Market Share
  • Figure 49: 2021 Hardware Market Share
  • Figure 50: 2021 License/Software Revenue and Market Share
  • Figure 51: 2021 License/Software Market Share
  • Figure 52: 2021 Cloud/Hosted/Software-as-a-Service (SaaS) Revenue and Market Share
  • Figure 53: 2021 Cloud/Hosted/SaaS Market Share
  • Figure 54: 2021 Services Revenue and Market Share
  • Figure 55: 2021 Services Market Share
  • Figure 56: Revenue Source Analysis, 2021 vs. 2020
  • Figure 57: Revenue Source Analysis, 2021 vs. 2020
  • Figure 58: Revenue Source Trends, 2017 – 2021
  • Figure 59: Revenue Source Market Share Trends Full Year 2017 – 2021
  • Figure 60: Revenue Source Trends, 2017 – 2021
  • Figure 61: 2021 Direct Revenue and Market Share
  • Figure 62: 2021 Direct Revenue Market Share
  • Figure 63: 2021 Indirect Revenue and Market Share
  • Figure 64: 2021 Indirect Revenue Market Share
  • Figure 65: Revenue by Sales Channel Analysis, 2021 vs. 2020 Comparison
  • Figure 66: Revenue by Sales Channel Analysis, 2021 vs. 2020 Comparison
  • Figure 67: Revenue by Sales Channel Trends, 2017 – 2021
  • Figure 68: Revenue as a Percentage of Sales Channel Trends, Full Year 2017 – 2021
  • Figure 69: Revenue by Sales Channel Trends, 2017 – 2021
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