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2016 WFO Mid-Year Market Share Report

2016 Workforce Optimization (WFO) Mid-Year Market Share Report

The contact center WFO market has hit an important inflection point and is starting to transform. Revenue is down, mergers and acquisitions are up and occurring at a rapid rate not previously experienced by this sector, and more activity is expected in the next 24 months.  The strong interest and prices have distracted many of the smaller vendors from innovating and investing in their future, to packaging themselves for a sale, instead.

A market in transition

The contact center WFO market has hit an important inflection point and is starting to transform. Total company GAAP revenue for the 42 WFO competitors declined between the first half of 2015 and the same period in 2016, down by $5.9 million, from $1,675.6 million to $1,669.7 million. At the same time, however, many of the WFO competitors delivered solid results. The WFO market will remain significant because companies need the solutions that comprise these suites.

For years, contact centers have been the target market for these solutions, but the focus is starting to shift to address the needs of the back offices and branches. In five years, WFO offerings are going to feature new approaches, processes and technology, as WFO suites transform into an employee and customer framework that will help companies reduce costs, increase service quality, and enhance the corporate bottom line, all while significantly improving the customer experience.

Precise and Insightful Financial and Market Share Analysis

This global report, DMG’s 12th annual edition, analyzes the performance and activity of the WFO competitors and market during the first half of 2016, and compares that performance to the same period in 2015. This Report complements DMG Consulting’s annual Workforce Optimization Market Share Report, which provides a full-year analysis of the WFO market and its competitors.

The 2016 Workforce Optimization Mid-Year Market Share Report provides a detailed breakdown of revenue for the following 25 named vendors: 8×8, ASC, Aspect, Avaya, Cacti, Calabrio, ComputerTel, Coordinated Systems, dvsAnalytics, Enghouse, Envision, Genesys, HigherGround, inContact, Interactive Intelligence, Mitel, NICE, OnviSource, OpenText, TantaComm, TelStrat, Verint Systems, VirtualLogger, Xarios and ZOOM International. These vendors comprise 99.3% of the contact center WFO market; the remaining 0.7% (17 vendors) is addressed in the “Other” category.

Market Share Report includes:

  • Market projections by application segment for the 5-year period from 2016 to 2020, for recording, quality assurance (QA)/quality management (QM), workforce management (WFM), contact center performance management (CCPM), speech analytics, text analytics, desktop analytics, enterprise feedback management (EFM), eLearning, gamification and customer journey analytics
  • Detailed revenue and market share analyses by vendor, broken down by GAAP revenue for total company, the contact center WFO segment, the quality management/recording (WFO) sector, voice recording, contact center and non-contact-center voice recording, and QA/QM
  • Growth rate comparisons by vendor for the first half of 2016 vs. the same period in 2015
  • Detailed analyses of the 25 leaders and contending vendors in the various WFO sectors

1. Executive Summary
2. Introduction
3. Financial Information Sources
4. WFO Market Consolidation
5. Debates About methodology
6. Methodology
7. Market Projections for 2016 through 2020
8. Total GAAP Revenue and Market Share, First-Half 2016 vs. First-Half 2015 (all QM/recording-related vendors)
9. Total Contact Center WFO Revenue and Market Share, First-Half 2016 vs. First-Half 2015
10. WFO and Recording Solutions Revenue and Market Share (excluding video), First-Half 2016 vs. First-Half 2015 Comparison
11. Total Voice Recording Revenue and Market Share, First-Half 2016 vs. First-Half 2015 Comparison
12. Total Contact Center Voice Recording Revenue and Market Share, First-Half 2016 vs. First-Half 2015 Comparison
13. Total Non-Contact-Center Voice Recording Revenue and Market Share, First-Half 2016 vs. First-Half 2015 Comparison
14. Total Voice Recording Revenue and Market Share
15. QM/QA Application Revenue and Market Share, First-Half 2016 vs. First-Half 2015 Comparison

Table of Figures
Figure 1: WFO Application Projections, 2016 – 2020
Figure 2: Total Company GAAP Revenue and Market Share, First-Half 2016 vs. First-Half 2015 Comparison
Figure 3: Total Company GAAP Revenue, First-Half 2016 vs. First-Half 2015 Comparison
Figure 4: First-Half 2016 Total Company Market Share for WFO Competitors
Figure 5: Contact Center WFO Revenue and Market Share, First-Half 2016 vs. First-Half 2015 Comparison
Figure 6: Total Contact Center WFO Revenue, First-Half 2016 vs. First-Half 2015 Comparison
Figure 7: Total Contact Center WFO Market Share, First-Half 2016
Figure 8: WFO and Recording Solutions without Video, First-Half 2016 vs. First-Half 2015 Comparison
Figure 9: WFO and Recording-Solutions without Video Revenue, First-Half 2016 vs. First-Half 2015 Comparison
Figure 10: First-Half 2016 WFO and Recording Solutions-without-Video Market Share
Figure 11: Total Voice Recording, First-Half 2016 vs. First-Half 2015 …. Comparison
Figure 12: Total Voice Recording Revenue, First-Half 2016 vs. First-Half 2015 Comparison
Figure 13: Total Voice Recording Market Share, First-Half 2016
Figure 14: Contact Center Voice Recording Revenue and Market Share, First-Half 2016 vs. First-Half 2015 Comparison
Figure 15: Total Contact Center Voice Recording Revenue, First-Half 2016 vs. First-Half 2015 Comparison
Figure 16: Total Contact Center Voice Recording Market Share for First-Half 2016
Figure 17: Non-Contact Center Voice Recording, First-Half 2016 vs. First-Half 2015 Comparison
Figure 18: Total Non-Contact-Center Voice Recording Revenue, First-Half 2016 vs. First-Half 2015 Comparison
Figure 19: Total Non-Contact-Center Voice Recording Market Share, First Half 2016
Figure 20: Total Voice Recording, First-Half 2016 Revenue ($ in millions)
Figure 21: Total Voice Recording, First-Half 2016 vs. First-Half 2015 Revenue Comparison ($ in millions)
Figure 22: Total Voice Recording Revenue, Contact Center vs. Non-Contact-Center, First-Half 2016
Figure 23: Total Voice Recording, First-Half 2016 vs. First-Half 2015 Revenue Comparison Graph  ($ in millions)
Figure 24: QM/QA Applications Revenue and Market Share, First-Half 2016 vs. First-Half 2015 Comparison
Figure 25: QM/QA Application Revenue, First-Half 2016 vs. First-Half 2015 Comparison
Figure 26: QM/QA Application Market Share, First-Half 2016

+ Report Includes

Market Share Report includes:

  • Market projections by application segment for the 5-year period from 2016 to 2020, for recording, quality assurance (QA)/quality management (QM), workforce management (WFM), contact center performance management (CCPM), speech analytics, text analytics, desktop analytics, enterprise feedback management (EFM), eLearning, gamification and customer journey analytics
  • Detailed revenue and market share analyses by vendor, broken down by GAAP revenue for total company, the contact center WFO segment, the quality management/recording (WFO) sector, voice recording, contact center and non-contact-center voice recording, and QA/QM
  • Growth rate comparisons by vendor for the first half of 2016 vs. the same period in 2015
  • Detailed analyses of the 25 leaders and contending vendors in the various WFO sectors
+ Table of Contents

1. Executive Summary
2. Introduction
3. Financial Information Sources
4. WFO Market Consolidation
5. Debates About methodology
6. Methodology
7. Market Projections for 2016 through 2020
8. Total GAAP Revenue and Market Share, First-Half 2016 vs. First-Half 2015 (all QM/recording-related vendors)
9. Total Contact Center WFO Revenue and Market Share, First-Half 2016 vs. First-Half 2015
10. WFO and Recording Solutions Revenue and Market Share (excluding video), First-Half 2016 vs. First-Half 2015 Comparison
11. Total Voice Recording Revenue and Market Share, First-Half 2016 vs. First-Half 2015 Comparison
12. Total Contact Center Voice Recording Revenue and Market Share, First-Half 2016 vs. First-Half 2015 Comparison
13. Total Non-Contact-Center Voice Recording Revenue and Market Share, First-Half 2016 vs. First-Half 2015 Comparison
14. Total Voice Recording Revenue and Market Share
15. QM/QA Application Revenue and Market Share, First-Half 2016 vs. First-Half 2015 Comparison

Table of Figures
Figure 1: WFO Application Projections, 2016 – 2020
Figure 2: Total Company GAAP Revenue and Market Share, First-Half 2016 vs. First-Half 2015 Comparison
Figure 3: Total Company GAAP Revenue, First-Half 2016 vs. First-Half 2015 Comparison
Figure 4: First-Half 2016 Total Company Market Share for WFO Competitors
Figure 5: Contact Center WFO Revenue and Market Share, First-Half 2016 vs. First-Half 2015 Comparison
Figure 6: Total Contact Center WFO Revenue, First-Half 2016 vs. First-Half 2015 Comparison
Figure 7: Total Contact Center WFO Market Share, First-Half 2016
Figure 8: WFO and Recording Solutions without Video, First-Half 2016 vs. First-Half 2015 Comparison
Figure 9: WFO and Recording-Solutions without Video Revenue, First-Half 2016 vs. First-Half 2015 Comparison
Figure 10: First-Half 2016 WFO and Recording Solutions-without-Video Market Share
Figure 11: Total Voice Recording, First-Half 2016 vs. First-Half 2015 …. Comparison
Figure 12: Total Voice Recording Revenue, First-Half 2016 vs. First-Half 2015 Comparison
Figure 13: Total Voice Recording Market Share, First-Half 2016
Figure 14: Contact Center Voice Recording Revenue and Market Share, First-Half 2016 vs. First-Half 2015 Comparison
Figure 15: Total Contact Center Voice Recording Revenue, First-Half 2016 vs. First-Half 2015 Comparison
Figure 16: Total Contact Center Voice Recording Market Share for First-Half 2016
Figure 17: Non-Contact Center Voice Recording, First-Half 2016 vs. First-Half 2015 Comparison
Figure 18: Total Non-Contact-Center Voice Recording Revenue, First-Half 2016 vs. First-Half 2015 Comparison
Figure 19: Total Non-Contact-Center Voice Recording Market Share, First Half 2016
Figure 20: Total Voice Recording, First-Half 2016 Revenue ($ in millions)
Figure 21: Total Voice Recording, First-Half 2016 vs. First-Half 2015 Revenue Comparison ($ in millions)
Figure 22: Total Voice Recording Revenue, Contact Center vs. Non-Contact-Center, First-Half 2016
Figure 23: Total Voice Recording, First-Half 2016 vs. First-Half 2015 Revenue Comparison Graph  ($ in millions)
Figure 24: QM/QA Applications Revenue and Market Share, First-Half 2016 vs. First-Half 2015 Comparison
Figure 25: QM/QA Application Revenue, First-Half 2016 vs. First-Half 2015 Comparison
Figure 26: QM/QA Application Market Share, First-Half 2016

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