2023 Contact Center Workforce Engagement Management Market Share Report
Published June 27, 2023
DMG Consulting LLC’s Contact Center Workforce Engagement Management Market Share Report, formerly the Contact Center Workforce Optimization/Workforce Engagement Management Market Share Report, provides an authoritative analysis of revenue, market share, and performance for the estimated 36 worldwide WEM suite vendors in calendar year 2022, based on DMG Consulting’s in-depth coverage of this market for the past two decades.
Principal resource for vendors, investors, and members of the financial community
The WEM suite market is highly resilient: Performing well in both good and tough economic times, WEM suite vendors generated sales of $2,395.9 million in 2022 from sales to contact centers; this is an increase of 7.1% from $2,236.9 million in 2021. Total GAAP revenue for the WEM suite vendors in fiscal 2022 was $4,325.9 million, up a very strong 10.0% from 2021. Double-digit year-over-year increases are good for any contact center IT sector, especially one as mature as WEM. The substantial revenue increase reflects the strong performance and innovation coming from the WEM competitors who continue to deliver solutions that enterprise clients find compelling and valuable.
Enterprises are purchasing WEM solutions from their CCaaS providers in order to simplify technology acquisition, application integration, and the ongoing management of their contact center systems. The cloud delivery model enables WEM suite vendors to supply the processing power to deliver on a growing list of innovations (most of which are AI-based and/or real-time) faster than ever. This positions these vendors to quickly monetize their new features, fueling an ongoing cycle of investments to further enhance their offerings. As larger enterprises join the ranks of organizations migrating to the cloud, DMG Consulting expects the WEM platform vendors to continue to experience strong growth.
The 2023 Contact Center Workforce Engagement Management Market Share Report presents and analyzes WEM market revenue at the highest level for total company, then breaks it down into multiple views. The report analyzes revenue and market share by vendor, sector, application, geography, sales model, vertical (contact center, back-office/branch, first responders, financial trading, dispatch, air traffic control), and more. The Report provides a detailed breakdown and analysis of contact center WEM suite revenue for 19 leading and contending vendors: 8×8, Alvaria, ASC, Avaya (high-level revenue only), Calabrio, DVSAnalytics, Eleveo, Enghouse, Envision, Five9, Genesys, Lifesize, Mitel, NICE, OnviSource, OpenText, Playvox, Verint, Xarios, and Other (0.6% of revenue).
- Total company GAAP revenue and market share analysis for all vendors who sell WEM suites
- Detailed analyses of WEM revenue and market share
- Revenue and market share analyses for recording and QM
- Year-over-year comparisons and analysis of 2021 and 2022 revenue and market share for total company on a GAAP, contact center WEM, revenue source, and sales-channel basis
- Revenue trend analyses for total company GAAP, contact center WEM, geography, vertical, revenue source, and sales channel for the 5-year period from 2018 – 2022
- 5-year revenue trends by application for 14 WEM sectors
- Geographical analyses of revenue and market share by vendor and region for North America, Europe, Asia Pacific, and “Rest of World” (Caribbean and Latin America (CALA), plus Middle East and Africa (MEA))
- Revenue and market share by vendor and revenue source (license/software, cloud/hosted/software as a service (SaaS), services, and hardware)
- Revenue and market share analysis by vendor, based on sales model
- Executive Summary
- Introduction
- Financial Information Sources
- Debates about Methodology
- DMG’s Methodology
- 2022 Total Company GAAP Revenue and Market Share (all WEM-related vendors)
- 2022 WEM Solutions Revenue and Market Share
- 2022 Contact Center WEM Revenue and Market Share
- 2022 Quality Management Revenue and Market Share
- Total Company GAAP Revenue and Market Share, 2022 vs. 2021 Comparison
- Total Company GAAP Revenue, 2022 vs. 2021 Comparison
- Total Company GAAP Revenue Trends, 2018 – 2022
- Contact Center Workforce Engagement Management Revenue, 2022 vs. 2021 Comparison
- Contact Center WEM Revenue Trends, 2018 – 2022
- 2022 WEM Solutions Revenue and Market Share, by Application
- 2022 Total Recording Revenue and Market Share
- 2022 Contact Center Recording Revenue and Market Share
- 2022 Non-Contact-Center Recording Revenue and Market Share
- 2022 Recording Revenue and Market Share
- 2022 Total Workforce Management Revenue and Market Share
- 2022 Workforce Management Revenue and Market Share by Segment
- WEM Revenue Trends by Geography, 2018 – 2022
- 2022 North America (US and Canada) Revenue and Market Share
- 2022 Europe Revenue and Market Share
- 2022 Asia-Pacific Revenue and Market Share
- 2022 Rest-of-World (CALA and MEA) Revenue and Market Share
- Revenue Trends by Vertical, 2018 – 2022
- 2022 Back-Office/Branch Revenue and Market Share
- 2022 Hardware Revenue and Market Share
- 2022 License/Software Revenue and Market Share
- 2022 Cloud/Hosted/Software-as-a-Service Revenue and Market Share
- 2022 Services Revenue and Market Share
- Revenue Source Analysis, 2022 vs. 2021
- Revenue Source Trends, 2018 – 2022
- 2022 Direct Revenue and Market Share
- 2022 Indirect Revenue and Market Share
- Revenue by Sales Channel Analysis, 2022 vs. 2021 Comparison
- Revenue by Sales Channel Trends, 2018 – 2022
Table of Figures
- Figure 1: 2022 Total Company GAAP Revenue and Market Share (all WEM-related vendors)
- Figure 2: 2022 Total Company GAAP Revenue Market Share
- Figure 3: 2022 WEM Solutions Revenue and Market Share
- Figure 4: 2022 WEM Solutions Market Share
- Figure 5: 2022 Contact Center WEM Revenue and Market Share
- Figure 6: 2022 Contact Center WEM Market Share
- Figure 7: 2022 Quality Management Revenue and Market Share
- Figure 8: 2022 Quality Management Market Share
- Figure 9: Total Company GAAP Revenue and Market Share, 2022 vs. 2021 Comparison
- Figure 10: Total Company GAAP Revenue, 2022 vs. 2021 Comparison
- Figure 11: Total Company GAAP Revenue, 2022 vs. 2021 Comparison
- Figure 12: Total Company GAAP Revenue Trends, 2018 – 2022
- Figure 13: Total Company GAAP Revenue Trends, 2018 – 2022
- Figure 14: Contact Center Workforce Engagement Management, 2022 vs. 2021 Comparison
- Figure 15: Total Contact Center WEM Revenue, 2022 vs. 2021 Comparison
- Figure 16: Contact Center WEM Revenue Trends, 2018 – 2022
- Figure 17: Contact Center WEM Revenue Trends, 2018 – 2022
- Figure 18: 2022 WEM Solutions Revenue and Market Share by Application
- Figure 19: 2022 WEM Solutions Revenue and Market Share by Application
- Figure 20: WEM Solutions Revenue Trends by Application, 2018 – 2022
- Figure 21: WEM Solutions Revenue Trends, 2018 – 2022
- Figure 22: 2022 Total Recording Revenue and Market Share
- Figure 23: 2022 Total Recording Market Share
- Figure 24: 2022 Contact Center Recording Revenue and Market Share
- Figure 25: 2022 Contact Center Recording Market Share
- Figure 26: 2022 Non-Contact-Center Recording Revenue and Market Share
- Figure 27: 2022 Non-Contact-Center Recording Market Share
- Figure 28: 2022 Recording Revenue and Market Share
- Figure 29: 2022 Total Recording Revenue, Contact Center vs. Non-Contact-Center
- Figure 30: 2022 Total Workforce Management Revenue and Market Share
- Figure 31: 2022 Total Workforce Management Market Share
- Figure 32: 2022 Workforce Management Revenue and Market Share
- Figure 33: 2022 Workforce Management Revenue, Contact Center vs. Back-Office/Branch
- Figure 34: Revenue Trends by Geography, 2018 – 2022
- Figure 35: Revenue Trends by Geography, 2018 – 2022
- Figure 36: 2022 North America (US and Canada) Revenue and Market Share
- Figure 37: 2022 North America (US and Canada) Market Share
- Figure 38: 2022 Europe Revenue and Market Share
- Figure 39: 2022 Europe Market Share
- Figure 40: 2022 Asia-Pacific Revenue and Market Share
- Figure 41: 2022 Asia-Pacific Market Share
- Figure 42: 2022 Rest-of-World (CALA and MEA) Revenue and Market Share
- Figure 43: 2022 Rest-of-World (CALA and MEA) Market Share
- Figure 44: Revenue Trends by Vertical, 2018 – 2022
- Figure 45: Revenue Trends by Vertical, 2018 – 2022
- Figure 46: 2022 Back-Office/Branch Revenue and Market Share
- Figure 47: 2022 Back-Office/Branch Market Share
- Figure 48: 2022 Hardware Revenue and Market Share
- Figure 49: 2022 Hardware Market Share
- Figure 50: 2022 License/Software Revenue and Market Share
- Figure 51: 2022 License/Software Market Share
- Figure 52: 2022 Cloud/Hosted/Software-as-a-Service (SaaS) Revenue and Market Share
- Figure 53: 2022 Cloud/Hosted/SaaS Market Share
- Figure 54: 2022 Services Revenue and Market Share
- Figure 55: 2022 Services Market Share
- Figure 56: Revenue Source Analysis, 2022 vs. 2021
- Figure 57: Revenue Source Analysis, 2022 vs. 2021
- Figure 58: Revenue Source Trends, 2018 – 2022
- Figure 59: Revenue Source Market Share Trends Full Year 2018 – 2022
- Figure 60: Revenue Source Trends, 2018 – 2022
- Figure 61: 2022 Direct Revenue and Market Share
- Figure 62: 2022 Direct Revenue Market Share
- Figure 63: 2022 Indirect Revenue and Market Share
- Figure 64: 2022 Indirect Revenue Market Share
- Figure 65: Revenue by Sales Channel Analysis, 2022 vs. 2021 Comparison
- Figure 66: Revenue by Sales Channel Analysis, 2022 vs. 2021 Comparison
- Figure 67: Revenue by Sales Channel Trends, 2018 – 2022
- Figure 68: Revenue as a Percentage of Sales Channel Trends, Full Year 2018 – 2022
- Figure 69: Revenue by Sales Channel Trends, 2018 – 2022