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Research and Markets: 2014 Workforce Optimization (WFO) Mid-Year Market Share Report
[December 11, 2014]

Research and Markets: 2014 Workforce Optimization (WFO) Mid-Year Market Share Report


Research and Markets (http://www.researchandmarkets.com/research/9nj8l9/2014_workforce) has announced the addition of the "2014 Workforce Optimization (WFO) Mid-Year Market Share Report" report to their offering.

For the first time in many years, the WFO market is seeing its share of challenges in 2014. While these solutions are still considered essential, the two primary segments of the market - quality assurance and recording - are mature and have been highly penetrated. Total company GAAP revenue for the 45 WFO competitors increased by $200.9 million, from $1,512.7 million in the first half of 2013 to $1,713.6 million in the first half of 2014. Contact center WFO revenue increased by 12.8%, from $638.4 million in the first half of 2013 to $720.3 million in the first half of 2014. This is an increase of $81.9 million, of which 50.2% ($1.1) million is attributed to Verint (News - Alert), whose acquisition of KANA is credited with some of the growth. The non-acquisition-related growth in contact center WFO revenue was small.



Key Reasons to Buy this Report:

  • Market projections by application segment for the 5-year period from 2014 to 2018 for recording, quality assurance/quality management, workforce management, contact center performance management, speech analytics, text analytics, desktop analytics, surveying, coaching and eLearning
  • Detailed revenue and market share analyses by vendor based upon generally accepted accounting principles (GAAP) revenue for total company, the contact center WFO segment, quality management/recording (WFO) sector, call recording and QA/QM
  • Growth rate comparisons by vendor for the first half of 2014 versus the same period in 2013
  • Detailed analysis of the leaders and contenders in the various WFO sectors

Companies Mentioned


  • ASC
  • Aspect
  • Avaya (News - Alert)
  • Cacti
  • Calabrio
  • ComputerTel
  • Coordinated Systems
  • CTI Group
  • dvsAnalytics
  • Enghouse (News - Alert) Systems
  • Envision
  • Genesys
  • Hewlett-Packard (HP)
  • HigherGround
  • inContact
  • Interactive Intelligence
  • KnoahSoft
  • Magnetic North
  • Mitel (News - Alert)
  • NICE Systems
  • OnviSource
  • TantaComm
  • TelStrat
  • Verint Systems
  • VirtualLogger (News - Alert)
  • VPI
  • Xarios
  • ZOOM

For more information visit http://www.researchandmarkets.com/research/9nj8l9/2014_workforce.


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