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Market Research Report
2017 Workforce Optimization Mid-Year Market Share Report |
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| Published by | DMG Consulting LLC | Product code | 319612 | ||||
| Published | Content info | Delivery time: 1-2 business days |
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| 2017 Workforce Optimization Mid-Year Market Share Report | ||
| Published: November 1, 2017 | Content info: |
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DMG Consulting's 13th annual Workforce Optimization Mid-Year Market Share Report presents a thorough analysis of the financial performance of the WFO market and its 39 vendors worldwide during the first six months of 2017, and compares market activity for this sector to the equivalent period in 2016. The mid-year report complements DMG's annual Workforce Optimization Market Share Report, which covers full-year WFO financial and market activity, and DMG's annual Workforce Optimization Product and Market Report, which provides a comprehensive analysis of the WFO vendors, their solutions, functionality, technology, competitive landscape, trends and challenges, benefits, return on investment, pricing, customer satisfaction, implementation best practices, and more.
The contact center WFO market has reached maturity. After 15 years of continuous growth, this market is contracting. Much like 2016, the first half of 2017 saw continued declines in overall WFO revenue. Enterprise requirements have changed, and many WFO vendors who have not kept up with their clients' needs are feeling the impact, which is fueling a wave of consolidations. The digital transformation is underway, and cloud computing is the technology of the future.
Total company GAAP revenue for the vendors that offer a contact center WFO suite dropped by 5.2% to $1,583.4 million from $1,669.7 million, a decrease of $86.3 million between the first half of 2016 and 2017. This decrease follows a similar pattern in the 12 months between the first half of 2016 and 2015, where total company GAAP revenue for contact center WFO suite providers decreased by $5.9 million. Some of the slowdown in this sector is due to a change in reporting methodology resulting from Genesys's acquisition of Interactive Intelligence in December 2016, which caused their combined WFO revenue to be excluded from this analysis.
The number of WFO vendors is shrinking, a trend that is expected to continue for the next few years. At the market's peak, there were 45 WFO suite vendors, most of whom were highly profitable. Currently there are 39 vendors, of which only 6 appear to be earning more than $10 million per year. As more small and mid-size contact centers migrate to the cloud, they are moving away from their current on-premise WFO providers and adopting the solutions supported by their cloud-based vendors. This presents a significant challenge for many of the smaller WFO vendors who claim to support the cloud, but have not invested to fully re-architect their solutions.
The WFO market is undergoing the most significant transformation in its remarkable history. Now more than ever, enterprises need WFO functionality like recording and analytics. The question is from whom the solutions are going to be purchased. Enterprises are changing their buying patterns. They want a WFO environment that enables them to acquire whatever solutions they need from any source. The future of contact center solutions is in the cloud, and WFO vendors who want to succeed in the future are going to have to make some tough decisions.
The 2017 Workforce Optimization Mid-Year Market Share Report provides a detailed breakdown of revenue for the following 22 named vendors: 8x8, ASC, Aspect, Avaya, Calabrio, ComputerTel, Coordinated Systems, dvsAnalytics, Enghouse, Envision, Genesys, HigherGround, 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.
To be considered a WFO suite provider, a vendor must offer the 2 core WFO applications - recording and quality assurance (QA)/quality management (QM) - as well as at least 2 more named applications. Named applications include: workforce management (WFM), contact center performance management (CCPM), gamification, speech analytics (SA), text analytics (TA), desktop analytics (DA), enterprise feedback management (EFM)/surveying, eLearning/coaching, customer journey analytics (CJA), and an emerging application, robotic process automation (RPA). (Annually, DMG Consulting produces in-depth industry reports for most of these applications segments, providing detailed market share analyses for their respective sectors.)
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