2020 Contact Center Workforce Optimization Market Share Report

DMG Consulting LLC's ‘17th annual Contact Center Workforce Optimization (WFO) Market Share Report ’analyzes revenue and market share for the approximately 38 worldwide WFO suite vendors in fiscal 2019. It provides detailed coverage of WFO market activity, including a close examination of the vendors' performance and 5-year trends for this vital technology sector.

The contact center suite market showed healthy growth in 2019. Total company GAAP revenue increased 6.3%, from $3,609.8 million in 2018 to $3,838.6 million in 2019. The contact center WFO segment, in particular, saw strong results in 2019. Contact center WFO revenue grew from $1,855.2 million in 2018 to $2,069.8 million in 2019, an increase of $214.6 million or 11.6%. The contact center WFO segment hit a significant milestone in 2019, when this mature IT sector exceeded $2 billion in revenue for the first time.

2020 started off strong, looking to be the best year ever for spending on contact center technology. And then the coronavirus pandemic hit. It's too early to determine the long-term impact of the pandemic on IT sectors, including WFO. But we've already seen that a few contact center and WFO applications have proven to be particularly useful in supporting contact centers through the COVID-19 crisis, making notable contributions to organizations' service needs during these challenging times.

Among the systems that have proven their high value during these times of adversity are contact-center-as-a-service (CCaaS) solutions and speech analytics. Having a CCaaS solution in place has enabled companies to transition their staff to work at home (WAH) more rapidly and securely than businesses that rely on premise-based contact center infrastructure solutions (automatic call distributors (ACDs) and dialers). CCaaS solutions are well-suited to the needs of the WAH workforce because they do not care where interactions are delivered, on or off-premise, and they come with layers of security.

Speech analytics has also demonstrated its agility in helping contact centers respond to customers during these trying times. It enables contact center managers to identify the reasons why customers are calling, and it then uses that information to rapidly update the department's knowledge bases, agents and self-service applications. This valuable activity can be enhanced by using a new generation of self-service solutions, referred to as intelligent virtual agents (IVAs).

The pandemic has forced many contact centers to send their employees home to work in safety. This transition was easier for some companies than others, but in general, it took place more cleanly than anticipated. This is a positive outcome of the coronavirus crisis, in that contact centers proved their flexibility and agility, setting the stage for future cultural, operational and technical changes. When the "new normal" sets in post-pandemic, companies should use their experiences in adapting to the crisis as an impetus for change and place a stronger focus on achieving a digital transformation.

Artificial intelligence (AI), analytics and automation will be instrumental in the future of contact center applications. AI and machine learning (ML) capabilities are already being applied to many components of WFO suites, including interaction (speech and text) analytics, analytics-enabled quality management, workforce management, knowledge management, and others. As contact centers strive to establish a "new normal" as the pandemic recedes, these three technology categories will help lead the way.

‘The 2020 Contact Center Workforce Optimization Market Share Report’ provides a detailed breakdown and analysis 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. (Revenue for Avaya is included at a high 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 the two core applications of WFO suites - recording and QM

• Year-over-year comparisons and analysis of 2018 and 2019 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 GAAP revenue, contact center WFO, geography, vertical, revenue source and sales channel

• Five-year revenue trends by application for 14 workforce optimization segments, including: recording (contact center and non-contact- center), QM, WFM (contact center and non-contact- center), interaction analytics, performance management, surveying/VoC, desktop analytics (DA), RPA, knowledge management (KM), customer journey analytics (CJA), 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, though mature, showed respectable growth in 2019: Total company GAAP revenue for the WFO suite market realized $3,838.6 million in revenue in 2019, a 6.3% increase from 2018. Fiscal 2019 started off very strong but the rate of growth slowed in the second half of the year. However, the full-year increase in sales is still strong for a mature market.

• The coronavirus pandemic has set the stage for some WFO applications to shine: In response to the COVID-19 crisis around the world, companies have had to make profound changes in the way they deliver service. This includes enhanced use of self-service applications and a WAH workforce. Speech analytics and mobile-enabled WFM solutions have proven to be particularly useful in helping organizations address these needs.

• Artificial intelligence is key to the future of WFO suites: Artificial intelligence and machine learning are already being embedded in most components of WFO suites, such as interaction analytics, knowledge management, workforce management, and others. AI and ML are making these service solutions smarter and more agile. AI, along with analytics and automation, are the future of WFO applications.

• WFO will play an important role in the "new normal" world of service following the pandemic: WFO solutions are going to come out of the COVID-19 crisis stronger than they went in. Contact centers are more essential than ever, and organizations will continue to need the capabilities that WFO solutions provide. When economies around the world recover, WFO solutions will attract investments and likely see the start of a replacement cycle.

SAMPLE FIGURE

TABLE OF CONTENTS

• 1. Executive Summary
• 2. Introduction
• 3. Financial Information Sources
• 4. Debates about Methodology
• 5. DMG's Methodology
• 6. 2019 Total Company GAAP Revenue and Market Share (all WFO-related vendors)
• 7. 2019 Revenue and Market Share by Industry Category
• 8. 2019 WFO and Recording Solutions Revenue and Market Share
• 9. 2019 Contact Center WFO Revenue and Market Share
• 10. 2019 Quality Management Revenue and Market Share
• 11. Total Company GAAP Revenue and Market Share, 2019 vs. 2018 Comparison
• 12. Total Company GAAP Revenue, 2019 vs. 2018 Comparison
• 13. Total Company GAAP Revenue Trends, 2015 - 2019
• 14. Contact Center Workforce Optimization Revenue, 2019 vs. 2018 Comparison
• 15. Contact Center WFO Revenue Trends, 2015 - 2019
• 16. 2019 WFO and Recording Solutions Revenue and Market Share, by Application
• 17. 2019 Total Voice Recording Revenue and Market Share
• 18. 2019 Contact Center Recording Revenue and Market Share
• 19. 2019 Non-Contact-Center Recording Revenue and Market Share
• 20. 2019 Voice Recording Revenue and Market Share
• 21. 2019 Total Workforce Management Revenue and Market Share
• 22. 2019 Workforce Management Revenue and Market Share, by Segment
• 23. WFO Revenue Trends by Geography, 2015 - 2019
• 24. 2019 North America (US and Canada) Revenue and Market Share
• 25. 2019 Europe Revenue and Market Share
• 26. 2019 Asia-Pacific Revenue and Market Share
• 27. 2019 Rest-of-World (CALA and MEA) Revenue and Market Share
• 28. Revenue Trends by Vertical, 2015 - 2019
• 29. 2019 Back-Office/Branch Revenue and Market Share
• 30. 2019 Hardware Revenue and Market Share
• 31. 2019 License/Software Revenue and Market Share
• 32. 2019 Cloud/Hosted/Software-as-a-Service Revenue and Market Share
• 33. 2019 Services Revenue and Market Share
• 34. Revenue Source Analysis, 2019 vs. 2018
• 35. Revenue Source Trends, 2015 - 2019
• 36. 2019 Direct Revenue and Market Share
• 37. 2019 Indirect Revenue and Market Share
• 38. Revenue by Sales Channel Analysis, 2019 vs. 2018 Comparison
• 39. Revenue by Sales Channel Trends, 2015 - 2019

TABLE OF FIGURES

• Figure 1: 2019 Total Company GAAP Revenue and Market Share (all WFO-related vendors)
• Figure 2: 2019 Total Company GAAP Revenue Market Share
• Figure 3: 2019 Revenue and Market Share by Industry Category
• Figure 4: 2019 Market Share by Industry Category
• Figure 5: 2019 WFO and Recording Solutions Revenue and Market Share
• Figure 6: 2019 WFO and Recording Solutions Market Share
• Figure 7: 2019 Contact Center WFO Revenue and Market Share
• Figure 8: 2019 Contact Center WFO Market Share
• Figure 9: 2019 Quality Management Revenue and Market Share
• Figure 10: 2019 Quality Management Market Share
• Figure 11: Total Company GAAP Revenue and Market Share, 2019 vs. 2018 Comparison
• Figure 12: Total Company GAAP Revenue, 2019 vs. 2018 Comparison
• Figure 13: Total Company GAAP Revenue, 2019 vs. 2018 Comparison
• Figure 14: Total Company GAAP Revenue Trends, 2015 - 2019
• Figure 15: Total Company GAAP Revenue Trends, 2015 - 2019
• Figure 16: Contact Center Workforce Optimization Revenue, 2019 vs. 2018 Comparison
• Figure 17: Total Contact Center WFO Revenue, 2019 vs. 2018 Comparison
• Figure 18: Contact Center WFO Revenue Trends, 2015 - 2019
• Figure 19: Contact Center WFO Revenue Trends, 2015 - 2019
• Figure 20: 2019 WFO and Recording Solutions Revenue and Market Share by Application
• Figure 21: 2019 WFO Recording Solutions Revenue and Market Share by Application
• Figure 22: WFO and Recording Solutions Revenue Trends by Application, 2015 - 2019
• Figure 23: WFO and Recording Solutions Revenue Trends, 2015 - 2019
• Figure 24: 2019 Total Voice Recording Revenue and Market Share
• Figure 25: 2019 Total Voice Recording Market Share
• Figure 26: 2019 Contact Center Recording Revenue and Market Share
• Figure 27: 2019 Contact Center Recording Market Share
• Figure 28: 2019 Non-Contact-Center Recording Revenue and Market Share
• Figure 29: 2019 Non-Contact-Center Recording Market Share
• Figure 30: 2019 Voice Recording Revenue and Market Share
• Figure 31: 2019 Total Recording Revenue, Contact Center vs. Non-Contact-Center
• Figure 32: 2019 Total Workforce Management Revenue and Market Share
• Figure 33: 2019 Total Workforce Management Market Share
• Figure 34: 2019 Workforce Management Revenue and Market Share
• Figure 35: 2019 Workforce Management Revenue, Contact Center vs. Back-Office/Branch
• Figure 36: Revenue Trends by Geography, 2015 - 2019
• Figure 37: Revenue Trends by Geography, 2015 - 2019
• Figure 38: 2019 North America (US and Canada) Revenue and Market Share
• Figure 39: 2019 North America (US and Canada) Market Share
• Figure 40: 2019 Europe Revenue and Market Share
• Figure 41: 2019 Europe Market Share
• Figure 42: 2019 Asia-Pacific Revenue and Market Share
• Figure 43: 2019 Asia-Pacific Market Share
• Figure 44: 2019 Rest-of-World (CALA and MEA) Revenue and Market Share
• Figure 45: 2019 Rest-of-World (CALA and MEA) Market Share
• Figure 46: Revenue Trends by Vertical, 2015 - 2019
• Figure 47: Revenue Trends by Vertical, 2015 - 2019
• Figure 48: 2019 Back-Office/Branch Revenue and Market Share
• Figure 49: 2019 Back-Office/Branch Market Share
• Figure 50: 2019 Hardware Revenue and Market Share
• Figure 51: 2019 Hardware Market Share
• Figure 52: 2019 License/Software Revenue and Market Share
• Figure 53: 2019 License/Software Market Share
• Figure 54: 2019 Cloud/Hosted/Software-as-a-Service (SaaS) Revenue and Market Share
• Figure 55: 2019 Cloud/Hosted/SaaS Market Share
• Figure 56: 2019 Services Revenue and Market Share
• Figure 57: 2019 Services Market Share
• Figure 58: Revenue Source Analysis, 2019 vs. 2018
• Figure 59: Revenue Source Analysis, 2019 vs. 2018
• Figure 60: Revenue Source Trends, 2015 - 2019
• Figure 61: Revenue Source Market Share Trends Full Year 2015 - 2019
• Figure 62: Revenue Source Trends, 2015 - 2019
• Figure 63: 2019 Direct Revenue and Market Share
• Figure 64: 2019 Direct Revenue Market Share
• Figure 65: 2019 Indirect Revenue and Market Share
• Figure 66: 2019 Indirect Revenue Market Share
• Figure 67: Revenue by Sales Channel Analysis, 2019 vs. 2018 Comparison
• Figure 68: Revenue by Sales Channel Analysis, 2019 vs. 2018 Comparison
• Figure 69: Revenue by Sales Channel Trends, 2015 - 2019
• Figure 70: Revenue as a Percentage of Sales Channel Trends, Full Year 2015 - 2019
• Figure 71: Revenue by Sales Channel Trends, 2015 - 2019