Market Research Report
2019 Workforce Optimization Mid-Year Market Share Report
|Published by||DMG Consulting LLC||Product code||319612|
Delivery time: 1-2 business days
|2019 Workforce Optimization Mid-Year Market Share Report|
|Published: November 12, 2019||Content info:||
This is DMG Consulting's 15th annual Workforce Optimization Mid-Year Market Share Report. It presents a detailed analysis of the financial performance of the WFO market and its approximately 38 suite vendors during the first half of 2019. The Report compares first-half 2019 performance to the same period in 2018. The mid-year report complements the annual Workforce Optimization Product and Market Report, in which DMG provides a thorough analysis of the WFO vendors, their offerings, functionality, technology, market competitive landscape, trends and challenges, benefits, return on investment, pricing, customer satisfaction, implementation best practices, and much more.
The first half of 2019 showed strong revenue performance for the WFO sector, building on the positive momentum of 2018. Total company GAAP revenue for the WFO market in the first half of 2019 was $1,829.0 million, up from $1,685.1 million in the same period in 2018.This increase of $143.9 million is a very strong 8.5% improvement. Perhaps even more significant is that the contact center WFO market grew by 11.6%, from $863.6 million in first-half 2018 to $963.7 million, an increase of $100.1 million, in the first six months of 2019.
WFO solutions, which have been invaluable assets for contact centers, are now expanding their reach into the back office and other enterprise functions. The WFO vendors are investing in their solutions and are successfully marketing them to drive customer experience (CX), productivity and quality improvements. The pace of innovation in the WFO market has never been more rapid. Enhancements to WFO applications include improved real-time speech analytics, deeper automated insights from interaction analytics (IA) and customer journey analytics (CJA), new forecasting algorithms for workforce management (WFM), and updates to agent, supervisor and administration user interfaces (UIs).
The two core components of WFO suites - recording and quality management (QM) continue to deliver performance improvements in contact centers and throughout enterprises. WFO applications are supporting new channels and are incorporating artificial intelligence (AI) to increase the opportunities for smarter and more sophisticated automation. New functionality, like robotic process automation (RPA), is achieving unprecedented “hockey stick” growth because it enhances the effectiveness of the WFO offerings.
AI-enabled systems represent the future of contact centers. AI will become the “brain” of the service organization, coordinating the many functions of these complex operating environments within the next 5 - 10 years. AI and automation will enable customers to help themselves in many service interactions, while the technology will drive changes in the function of contact center agents, who will become value-added service providers in a hybrid human/machine workforce.
The ‘2019 Workforce Optimization Mid-Year Market Share Report’ provides a detailed breakdown of revenue for the following 21 named vendors: 8x8, ASC, Aspect, Avaya, Calabrio, ComputerTel, CSI/Virtual Observer, DVSAnalytics, Enghouse, Envision, Genesys, HigherGround, Mitel, NICE, OnviSource, OpenText, Serenova, Verint, VirtualLogger, Xarios and ZOOM International. These vendors comprise 99.4% of the contact center WFO market; the remaining 0.6% (17 vendors) is addressed in the “Other” category.
To be considered a WFO suite provider, a vendor must offer the two core WFO applications - recording and QM - and at least 2 more of the following applications: WFM, contact center performance management (CCPM), IA (which consists of speech and text analytics), desktop analytics (DA), RPA, enterprise feedback management (EFM)/surveying, eLearning, coaching, gamification, CJA, and new to the 2019 edition of this Report, knowledge management (KM).