Market Research Report
2019 Contact Center Workforce Optimization Market Share Report
|Published by||DMG Consulting LLC||Product code||247390|
Delivery time: 1-2 business days
|2019 Contact Center Workforce Optimization Market Share Report|
|Published: June 5, 2019||Content info:||
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.