Call Recording Featured Article

The workforce optimization (WFO) solutions market is starting to slow, according to a new report by DMG Consulting.

The WFO market revenue is expected to grow by $81.9 million, from $638.4 million in the first half of 2013 to $720.3 million in the first half of 2014, according to the DMG report. This is a slowdown from previous years.

The market will continue to grow only modestly through 2018, according to the report, with most of this growth coming from upgrades and replacement of old technology.

This is largely due to the maturity of the staples of the WFO market, call recording and quality assurance. According to DMG Consulting, both these segments are “highly penetrated.”

The contact center WFO market is still attracting investment, of course, but much of this investment is coming from the replacement of existing systems. Emerging economies are also driving much of the current growth, including several regions in Asia according to the report.

The backoffice also is driving growth, with substantial opportunity for improving business processes.

The report states that the majority of WFO suites and application sales still currently come from premise-based solutions. This shows the way for the mature quality assurance and call recording segments: the cloud.

Cloud-based call recording and quality assurance solutions both play to the need to upgrade systems, and these cloud-based solutions give new life to the mature call recording and quality assurance segments.

With cloud-based call recording, contact centers can more easily keep their systems current, connect call recording with other web systems, and simplify administration and access. Cloud-based systems also give more flexible reporting options typically.

With these advantages, the WFO market has a clear opportunity to respond to the saturated market by driving continued system upgrades through innovative cloud-based solutions.