Workforce Optimization Featured Article

A new research by DMG Consulting LLC, a provider of telephony, contact center and real-time analytics market research and consulting services, noted that innovation and growth would continue in the workforce optimization market through 2013.

According to a report which appeared on destinationCRM.com , it’s “a pretty exciting time” for WFO solutions market.

Referring, DMG’s seventh annual Quality Management/Liability Recording WFO Product and Market Report forecasts, the report in destinationCRM.com noted that contact centers will continue to make substantial technology investments in 2011 and 2012.

The WFO suite market is expected to grow by 7 percent in 2011, 6 percent in 2012, and 5.5 percent in 2013.

Donna Fluss, president of DMG, reportedly told  destinationCRM.com that it is even more important now for end users to select vendors that will cater to their individual contact center and IT needs.

“Looking beyond the salesman” and prioritizing price, product functionality, future direction, and customer satisfaction rankings should factor into the end user’s ultimate vendor decision, she said.  

DMG Consulting’s 445-page report covers 18 vendors, addresses trends and challenges in the market, and features detailed product and company assessments for the top 13 leaders and contenders in the industry.

Analysts focused their research on the WFO suites, quality management, quality assurance, recording, coaching, and eLearning.

Fluss reportedly told destinationCRM.com that the report took about three months and more than 1,000 manpower hours to compile.

“The report makes it easy to see what’s in the marketplace,” she says. “I’ve been in this market for awhile and this is a pretty exciting time. There is a high amount of innovation and products continue to be introduced. It’s a buyer’s market,” said Fluss.

DMG Consulting’s in its report highlighted that the WFO market has recovered from the recession and 2011 is off to a strong start.

The report noted that vendors are embedding workflow into their applications to make results easier and more actionable for end users to apply the findings and end users are demanding payment card industry-compliant applications from WFO vendors.

According to the research, desktop analytics is gaining traction and expected to pick up momentum and an increasing number of contact center infrastructure vendors have entered the market with their own WFO suites.