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Market Research Report

2019 Contact Center Workforce Optimization Market Share Report

Published by DMG Consulting LLC Product code 247390
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2019 Contact Center Workforce Optimization Market Share Report
Published: June 5, 2019 Content info:
Description

This is DMG Consulting LLC's 16th annual Contact Center Workforce Optimization (WFO) Market Share Report. The Report analyzes revenue and market share for the approximately 39 worldwide WFO suite vendors in 2018. It presents the most thorough and accurate coverage of the WFO market landscape, including an examination of the vendors, their offerings, and 5-year trends for the WFO sector.

2018 was a very good year for the WFO market, with full-year total company GAAP revenue of $3,609.8 million, a year-over-year increase of 8.2% compared to 2017. Contact center WFO revenue grew at an even faster rate, 12.1% higher in 2018 than 2017, increasing by $200.1 million to $1,855.2 million. While the number of contact center seats has not grown substantially during the year, the WFO vendors are seeing impressive sales numbers because they are delivering innovation that addresses the evolving business needs of their customers.

Contact centers of all sizes are confronted with ever-changing business conditions, increasingly challenging regulatory requirements, and the needs of a new generation of employees. Managers are looking for tools to help them traverse rapidly changing business landscapes. The WFO vendors are focusing on providing solutions with enhanced capabilities to assist in improving the customer journey and facilitating the sometimes complicated process of digital transformation.

New and enhanced functionality make today's WFO suites almost unrecognizable compared to the solutions of just a few years ago. Innovations in WFO offerings include omni-channel capabilities, a full suite of analytics (speech, text, desktop, customer journey and predictive), analytics-enabled quality management (AQM), real-time adaptive scheduling and adherence, attended and unattended robotic process automation (RPA) and feature-rich contact center performance management (CCPM) applications.

Artificial intelligence (AI) is powering many of these capabilities. AI is being used in different ways in WFO suites: machine learning is improving the accuracy of workforce management (WFM) forecasts, and natural language processing (NLP)/natural language understanding (NLU) and deep neural networks (DNN) are enhancing speech and text analytics by enabling users to better mine contact center trends and opportunities and collect voice-of-the-customer (VoC) data. Additionally, AI is being used to automatically assess employee performance, identify skill gaps, and assign coaching and/or eLearning sessions to agents. Knowledge management (KM) is also benefitting from AI, ensuring consistency in source information so that customers in all channels receive accurate, reliable and customized responses to their inquiries.

Today, WFO vendors and their clients recognize that employee engagement is critical for delivering an outstanding customer experience. As a result, the focus of WFO solutions has shifted from productivity and cost containment to employee empowerment. Employee self-service capabilities now include automated approval for shift swaps, time-off requests, schedule changes, agent-requested overtime and voluntary time off. These features help staff members “control” their day-to-day activities, and can help companies acquire and retain the right employees.

This Report provides a detailed analysis of 99.3% of revenue for the vendors in the WFO suite market; the remaining 0.7% of revenue is addressed in the “Other” category. The 2019 Contact Center Workforce Optimization Market Share Report provides a detailed breakdown and analysis of revenue for the following 22 named vendors: 8x8, ASC, Aspect, Avaya, Calabrio, ComputerTel, Coordinated Systems, Inc., DVSAnalytics, Enghouse, Envision, Genesys, HigherGround, Mitel, NICE, OnviSource, OpenText, Serenova, TantaComm, Verint, VirtualLogger, Xarios, and ZOOM International. Revenue for Avaya is included at the WFO level, but not in the detailed analyses.

Key Reasons to Buy this Report:

  • Total company GAAP revenue and market share analysis for all vendors who sell workforce optimization suites for contact centers and other uses
  • Revenue analysis and market share for the two primary industry categories: enterprise and security
  • 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 recording and QM/QA, the two core applications of WFO suites
  • Growth comparisons analyzing 2017 and 2018 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 revenue based on GAAP, contact center WFO, geography, vertical, revenue source and sales channel
  • Five-year revenue trends by application for 15 workforce optimization segments, including: recording (contact center, non-contact center and video), QM/QA, WFM (contact center and non-contact center), speech analytics, performance management, surveying/VoC, desktop analytics, RPA, knowledge management, text analytics, 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
  • Back-office/branch revenue and market share analysis
  • Revenue source (license/software, cloud/hosted/software as a service (SaaS), services, and hardware) revenue and market share analysis, by vendor

Report Highlights

  • The WFO market showed strong revenue performance in 2018, and the future looks bright: Full fiscal year 2018 total company GAAP revenue for the WFO market was $3,609.8 million, up $273.2 million from $3,336.6 million in 2017, a year-over-year increase of 8.2%. And contact center WFO revenue grew at an even faster rate: 12.1% higher in 2018 vs. 2017. The contact center WFO segment increased $200.1 million to $1,855.2 million in fiscal 2018, up from $1,655.3 million in 2017.
  • New and enhanced capabilities are revolutionizing WFO solutions: AI is driving the performance of innovative functionality such as omni-channel capabilities, full-featured analytics suites, real-time adaptive scheduling and adherence for WFM, attended and unattended RPA, and feature-rich CCPM applications.
  • WFO vendors are increasingly offering knowledge management: KM functions as a single repository of enterprise knowledge: Every organization needs a single source of “truth” to enable its digital transformation. Customers and employees must receive the same information or guidance regardless of the channel or resource with which they interact. Delivering accurate responses customized to each constituent requires the sophisticated capabilities of a KM solution.
  • Employee engagement and empowerment are critical to business success: A new generation of employees is demanding greater control over their work/life balance. Delivering on this goal is the focus of today's WFO solutions. Employees can use self-service capabilities, including AI-driven intelligent virtual agents (IVAs) and mobile apps, to manage their schedules.

SAMPLE FIGURE

Table of Contents

Table of Contents

  • 1. Executive Summary
  • 2. Introduction
  • 3. Financial Information Sources
  • 4. Debates about Methodology
  • 5. DMG's Methodology
  • 6. 2018 Total Company GAAP Revenue and Market Share (all WFO-related vendors)
  • 7. 2018 Revenue and Market Share by Industry Category
  • 8. 2018 WFO and Recording Solutions Revenue and Market Share
  • 9. 2018 Total WFO and Recording Revenue and Market Share,Excluding Security-Related Solutions and Video
  • 10. 2018 Contact Center WFO Revenue and Market Share
  • 11. 2018 Quality Management/Quality Assurance Revenue and Market Share
  • 12. Total Company GAAP Revenue and Market Share, 2018 vs 2017 Comparison
  • 13. Total Company GAAP Revenue, 2018 vs 2017 Comparison
  • 14. Total Company GAAP Revenue Trends, 2014 - 2018
  • 15. Contact Center Workforce Optimization Revenue, 2018 vs 2017 Comparison
  • 16. Contact Center WFO Revenue Trends, 2014 - 2018
  • 17. 2018 WFO and Recording Solutions Revenue and Market Share, by Application
  • 18. 2018 Total Voice Recording Revenue and Market Share
  • 19. 2018 Contact Center Recording Revenue and Market Share
  • 20. 2018 Non-Contact-Center Recording Revenue and Market Share
  • 21. 2018 Voice Recording Revenue and Market Share
  • 22. 2018 Total Workforce Management Revenue and Market Share
  • 23. 2018 Workforce Management Revenue and Market Share
  • 24. Revenue Trends by Geography, 2014 - 2018
  • 25. 2018 North America (US and Canada) Revenue and Market Share
  • 26. 2018 Europe Revenue and Market Share
  • 27. 2018 Asia-Pacific Revenue and Market Share
  • 28. 2018 Rest-of-World (CALA and MEA) Revenue and Market Share
  • 29. Revenue Trends by Vertical, 2014 - 2018
  • 30. 2018 Back-Office/Branch Revenue and Market Share
  • 31. 2018 Hardware Revenue and Market Share
  • 32. 2018 License/Software Revenue and Market Share
  • 33. 2018 Cloud/Hosted/Software-as-a-Service Revenue and Market Share
  • 34. 2018 Services Revenue and Market Share
  • 35. Revenue Source Analysis, 2018 vs 2017
  • 36. Revenue Source Trends, 2014 - 2018
  • 37. 2018 Direct Revenue and Market Share
  • 38. 2018 Indirect Revenue and Market Share
  • 39. Revenue by Sales Channel Analysis, 2018 vs 2017 Comparison
  • 40. Revenue by Sales Channel Trends, 2014 - 2018

TABLE OF FIGURES

  • Figure 1: 2018 Total Company GAAP Revenue and Market Share (all WFO-related vendors)
  • Figure 2: 2018 Total Company GAAP Revenue Market Share
  • Figure 3: 2018 Revenue and Market Share by Industry Category
  • Figure 4: 2018 Market Share by Industry Category
  • Figure 5: 2018 WFO and Recording Solutions Revenue and Market Share
  • Figure 6: 2018 WFO and Recording Solutions Market Share
  • Figure 7: 2018 WFO and Recording Revenue and Market Share, Excluding Security and Video
  • Figure 8: 2018 WFO and Recording Market Share, Excluding Security and Video
  • Figure 9: 2018 Contact Center WFO Revenue and Market Share
  • Figure 10: 2018 Contact Center WFO Market Share
  • Figure 11: 2018 Quality Management/Quality Assurance Revenue and Market Share
  • Figure 12: 2018 Quality Management/Quality Assurance Market Share
  • Figure 13: Total Company GAAP Revenue and Market Share, 2018 vs. 2017 Comparison
  • Figure 14: Total Company GAAP Revenue, 2018 vs. 2017 Comparison
  • Figure 15: Total Company GAAP Revenue, 2018 vs. 2017 Comparison
  • Figure 16: Total Company GAAP Revenue Trend, 2014 - 2018
  • Figure 17: Total Company GAAP Revenue Trends, 2014 - 2018
  • Figure 18: Contact Center Workforce Optimization Revenue, 2018 vs. 2017 Comparison
  • Figure 19: Total Contact Center WFO Revenue, 2018 vs. 2017 Comparison
  • Figure 20: Contact Center WFO Revenue Trends, 2014 - 2018
  • Figure 21: Contact Center WFO Revenue Trends, 2014 - 2018
  • Figure 22: 2018 WFO and Recording Solutions Revenue and Market Share by Application
  • Figure 23: 2018 WFO Recording Solutions Revenue and Market Share by Application
  • Figure 24: WFO and Recording Solutions Revenue Trends by Application, 2014 - 2018
  • Figure 25: WFO and Recording Solutions Revenue Trends, 2014 - 2018
  • Figure 26: 2018 Total Voice Recording Revenue and Market Share
  • Figure 27: 2018 Total Voice Recording Market Share
  • Figure 28: 2018 Contact Center Recording Revenue and Market Share
  • Figure 29: 2018 Contact Center Recording Market Share
  • Figure 30: 2018 Non-Contact-Center Recording Revenue and Market Share
  • Figure 31: 2018 Non-Contact-Center Recording Market Share
  • Figure 32: 2018 Voice Recording Revenue and Market Share
  • Figure 33: 2018 Total Recording Revenue, Contact Center vs. Non-Contact-Center
  • Figure 34: 2018 Total Workforce Management Revenue and Market Share
  • Figure 35: 2018 Total Workforce Management Market Share
  • Figure 36: 2018 Workforce Management Revenue and Market Share
  • Figure 37: 2018 Workforce Management Revenue, Contact Center vs. Back-Office/Branch
  • Figure 38: Revenue Trends by Geography, 2014 - 2018
  • Figure 39: Revenue Trends by Geography, 2014 - 2018
  • Figure 40: 2018 North America (US and Canada) Revenue and Market Share
  • Figure 41: 2018 North America (US and Canada) Market Share
  • Figure 42: 2018 Europe Revenue and Market Share
  • Figure 43: 2018 Europe Market Share
  • Figure 44: 2018 Asia-Pacific Revenue and Market Share
  • Figure 45: 2018 Asia-Pacific Market Share
  • Figure 46: 2018 Rest-of-World (CALA and MEA) Revenue and Market Share
  • Figure 47: 2018 Rest-of-World (CALA and MEA) Market Share
  • Figure 48: Revenue Trends by Vertical, 2014 - 2018
  • Figure 49: Revenue Trends by Vertical, 2014 - 2018
  • Figure 50: 2018 Back-Office/Branch Revenue and Market Share
  • Figure 51: 2018 Back-Office/Branch Market Share
  • Figure 52: 2018 Hardware Revenue and Market Share
  • Figure 53: 2018 Hardware Market Share
  • Figure 54: 2018 License/Software Revenue and Market Share
  • Figure 55: 2018 License/Software Market Share
  • Figure 56: 2018 Cloud/Hosted/Software-as-a-Service (SaaS) Revenue and Market Share
  • Figure 57: 2018 Cloud/Hosted/SaaS Market Share
  • Figure 58: 2018 Services Revenue and Market Share
  • Figure 59: 2018 Services Market Share
  • Figure 60: Revenue Source Analysis, 2018 vs. 2017
  • Figure 61: Revenue Source Analysis, 2018 vs. 2017
  • Figure 62: Revenue Source Trends, 2014 - 2018
  • Figure 63: Revenue Source Market Share Trends Full Year 2014 - 2018
  • Figure 64: Revenue Source Trends, 2014 - 2018
  • Figure 65: 2018 Direct Revenue and Market Share
  • Figure 66: 2018 Direct Revenue Market Share
  • Figure 67: 2018 Indirect Revenue and Market Share
  • Figure 68: 2018 Indirect Revenue Market Share
  • Figure 69: Revenue by Sales Channel Analysis, 2018 vs. 2017 Comparison
  • Figure 70: Revenue by Sales Channel Analysis, 2018 vs. 2017 Comparison
  • Figure 71: Revenue by Sales Channel Trends, 2014 - 2018
  • Figure 72: Revenue as a Percentage of Sales Channel Trends, Full Year 2014 - 2018
  • Figure 73: Revenue by Sales Channel Trends, 2014 - 2018
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