GMT Corp. is featured as a leading provider of call center workforce management solutions in DMG Consulting’s newly-released 2010 Contact Center Workforce Management Market Report.

The report reveals that 2009 was one of the strongest growth years ever for the contact center workforce management sector, with the number of seats increasing dramatically for the second consecutive year, despite the economic recession.

According to the report, the workforce management software seat count grew by 30.3 percent in 2009 – a huge increase over 2008, when the number grew by 7.4 percent. DMG predicts the call center workforce management market will continue to grow over the next three years -- gaining 8 percent in 2010 and 10 percent in both 2011 and 2012.

“The recession has been kind to the contact center WFM market because when money is tight, organizations are forced to optimize the areas that account for the largest costs,” said Donna Fluss, president of DMG Consulting, in a release.

But as Fluss points out, the workforce management software market does face some challenges.

“Specifically, erlang-based (or modified erlang) forecasting algorithms, which are used by most WFM solutions to forecast call volumes, are proving inadequate,” she said. “Their inability to produce accurate forecasts is costing companies money due to unnecessary overstaffing. This report serves as a call to action for current and new vendors: the industry needs a better, more accurate, mathematical approach to forecasting contact center interactions.”

The 2010 Contact Center Workforce Management Market Report offers market share analysis, projections and industry trends. It includes coverage of 32 contact center workforce management vendors including, in addition to GMT, Aspect, Calabrio, Genesys (News - Alert), InVision Software, NICE/IEX, Pipkins and Verint Systems, Inc. Three additional companies, Bay Bridge Decision Technologies, Envision and Interactive Intelligence, are profiled at a high level.

The report offers analysis of multi-channel/blended solutions, Web-based solutions, hosted/SaaS (News - Alert) and managed service offerings, and small/mid-sized solutions, along with detailed pricing comparisons and ROI analysis for each delivery model.

It also includes a critical review of the erlang/modified erlang forecasting algorithms used by the majority of WFM vendors, and the cost to contact centers of continuing to work with sub-par forecasting tools.

To order a copy of the report, visit www.dmgconsult.com or contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098.