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DMG Consulting Releases 2014-2015 Contact Center Workforce Management

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market
research and consulting services

What: Releases 2014-2015 Contact Center Workforce Management Market Report

When:Today, 20 March 2014

Where: Available at the DMG Consulting online store

Background:

DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2014-2015 Contact Center Workforce Management Market Report. DMG’s seventh annual report on this sector contains 358 pages of vendor, product, trend and market data designed to help contact center, back-office and IT leaders find the right workforce management (WFM) solution for their environment.

The mature contact center WFM market is experiencing its first period of rapid growth in more than 30 years. This is
driving new R&D investments by vendors, which  is motivating end users to adopt these solutions. The addressable market is growing as a result of replacements in the front office, and adoption by first-time users in contact centers and the back office. WFM seats grew by 20.4% between 2011 and 2012, and by 18.7% between 2012 and 2013. Much of this growth came from contact centers, but some of it was from the back office, a sector that represents a great opportunity for the WFM market.

“WFM software remains the most important productivity tool in many contact centers, and is rising in importance in the back office, as well,” said Donna Fluss, President of DMG Consulting. “The cycle of success that’s occurring is great news for everyone in the ecosystem – vendors, users and customers. As the solutions are improving, adoption is growing, which will ultimately improve the experience customers have with companies.”

Vendors are working to improve ease of use and accuracy, as well as adding features to their intra-day management and agent self-service capabilities. Emerging vendors are utilizing algorithms that take into account the differences in staffing for new channels like social media and chat. All of this and more will fuel continued growth for the WFM sector. DMG expects WFM revenue to grow by 10% in 2014, 12% in 2015, and 12% in 2016. A majority of the projected increase is due to the potential to sell WFM into back offices and branch operating departments, which represents an opportunity more than two-and-a-half times the size of the contact center.

The 2014 – 2015 edition of the Contact Center Workforce Management Market Report provides a detailed review of eight leading and contending WFM vendors. The vendors covered in this Report are: Aspect, Calabrio, Genesys, Interactive Intelligence, NICE/IEX, Noble, Teleopti and Verint. Four other solutions – InVision (injixo), Intradiem, Uptivity and WorkFlex – are covered at a high level.

To learn more about the 2014-2015 Contact Center Workforce Management Market Report, read the abstract and the table of contents. For more information, visit www.dmgconsult.com, or email Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098.

About DMG Consulting LLC        

DMG Consulting LLC is a leading independent research, advisory and consulting firm specializing in contact centers,
back-office and real-time analytics. DMG provides insight and strategic guidance and tactical advice to end users, vendors and the financial community. Each year, DMG devotes more than 10,000 hours to producing primary research on IT sectors, including workforce optimization (quality management/liability recording), speech analytics, workforce management, performance management, desktop analytics, surveying/voice of the customer, text analytics, cloud-based contact center infrastructure, dialing, interactive voice response systems and proactive customer care. Our actionable solutions are proven to deliver a lasting competitive advantage, and often pay for themselves in as little as three months. Learn more at www.dmgconsult.com.

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