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Contact Center Workforce Optimization Grew by 14 Percent to $2.7 Billion in 2008, Outperforming Most IT Sectors
(Market Wire Via Acquire Media NewsEdge) WEST ORANGE, NJ -- (MARKET WIRE) -- 07/22/09 --
DMG Consulting LLC, the leading provider of
contact center and real-time analytics market research and consulting
services, today published the 2009 Quality Management/Liability Recording
(WFO) Market Share Report.
The Quality Management/Liability Recording (Workforce Optimization) market
grew by 14 percent, from $2,389.1 million in 2007 to $2,724.3 million in
2008. The contact center segment contributed 4.3 percent, growing from
$1,019.3 million to $1,062.8 million. While this growth rate is more modest
than in prior years, the WFO market is outperforming many other IT software
markets. DMG Consulting attributes this growth to increased spending on
security, risk and liability avoidance, and cost reduction.
Contact centers use recording to capture agent/customer call and screen
activities for liability, verification, quality assurance, and to feed into
analytics applications. Enterprise use of recording is growing; the
traditional uses are for contact centers, trading floors, first responders
and air traffic control. In recent years, recording has expanded to address
video surveillance solutions (video-based recording and analytics) to
protect buildings and infrastructure and branch/back-office communications
and activities. Enterprise use of recording will broaden as companies
discover more ways to use it to minimize their exposure to risk and reduce
operating expenses.
"One of the more interesting things in 2008 is that the growth of the
QM/recording (WFO) market was largely organic. We didn't have any
large-scale acquisitions or anything that really shook up the market. What
we did have are vendors who continue to provide high-value applications
that help end users solve the problems that plague them -- security, risk,
liability, quality and cost reduction," said Donna Fluss, president of DMG
Consulting. "Also interesting is that the market hit the tipping point for
IP-based solutions, as these sales accounted for 61.4 percent of the
market. This is a significant change from 2007 when the mix was close to
50/50."
DMG does not expect 2009 to be a great year for sales of WFO solutions
because many banks and investment firms are still trying to recover from
the impact of the recession and, as a result, are making only essential
investments. Despite the trying times, DMG expects the WFO market to grow
by 2 percent to 4 percent.
While the top two vendors dominate, there are more than 45 competitors in
the contact center WFO market, most of whom are highly profitable. The
Report analyzes the revenue and market share of leading and competing
vendors, including: ASC, Aspect, Autonomy etalk, Cacti, Calabrio, CallCopy,
CyberTech, Envision, HigherGround, Interactive Intelligence, KnoahSoft,
Magnetic North, NICE, OnviSource, TantaComm, TDI/Wygant, Telrex, Verint,
VirtualLogger, VPI and Zoom International.
The 2009 Quality Management/Liability Recording (WFO) Market Share Report
provides growth comparisons for 2008 and 2007 for the market, and by
technology sector, with contact center and non-contact center views. The
Report includes five-year revenue trend analyses for total company GAAP
revenue, contact center WFO segments, geographic regions, and verticals. It
also includes revenue and market share broken down by
hardware/software/services and by geography for the market and individual
vendors. This Report is essential for vendors and investors who want to
thoroughly understand the current status and future performance of the
45-plus competitors in this dynamic growth market.
To learn more about the 2009 Quality Management/Liability Recording (WFO)
Market Share Report or to order a copy, go to www.dmgconsult.com, or
contact Deborah Navarra at 516.628.1098 or deborah.navarra@dmgconsult.com.
About DMG Consulting LLC
DMG Consulting LLC is an independent research, advisory and consulting firm
that provides strategic and tactical advice to contact center managers,
vendors and the financial community about the contact center and analytics
markets. Our mission is to help clients build world-class contact centers
by leveraging technology, processes and people. We provide insight and
guidance to assist management in optimizing the performance of their
contact centers by increasing operational efficiency, providing an
outstanding customer experience, enhancing loyalty and increasing sales and
profits.
DMG Consulting analyzes all aspects of the contact center market and
publishes research on Quality Management/Liability Recording (WFO), Speech
Analytics, Performance Management, Surveying/Feedback, Workforce
Management, Contact Center Outsourcing, Hosted Contact Center
Infrastructure and Interactive Voice Response Systems. DMG's consulting
experience spans more than 2,000 end-user organizations and vendors. Our
hands-on operational, technology and financial expertise gives us deep
insight into what customers need and want from enterprises and vendors. For
more information, visit www.dmgconsult.com.
Contact:
Deborah Navarra
DMG Consulting LLC
516-628-1098
deborah.navarra@dmgconsult.com
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