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Research and Markets: 2015 Contact Center Workforce Optimization Market Share Report
[June 22, 2015]

Research and Markets: 2015 Contact Center Workforce Optimization Market Share Report


Research and Markets (http://www.researchandmarkets.com/research/p9rlnj/2015_contact) has announced the addition of the "2015 Contact Center Workforce Optimization Market Share Report" report to their offering.

An established and trusted resource for the past 12 years, the annual Contact Center Workforce Optimization Market Share Report is essential for vendors and investors who want to understand the financial performance of the dynamic workforce optimization (WFO) market and its competitors, and to assess what to expect in the future.

The 12th annual edition of the industry-leading Contact Center Workforce Optimization Market Share Report provides an in-depth analysis of the WFO suite providers, applications and market sectors for fiscal 2014. This authoritative resource is the most comprehensive quantitative analysis of the WFO sector, providing a detailed look at 99.3% of revenue for the vendors in the WFO market, with the remaining 0.7% of revenue addressed in the "Other" category.

The Report analyzes total company revenue and market share for the top 28 vendors: ASC, Aspect, Avaya (News - Alert), Cacti, Calabrio, ComputerTel, Coordinated Systems, Inc., CTI Group, dvsAnalytics, Enghouse, Envision, Genesys, HP WFO Software, HigherGround, inContact (who acquired Uptvity), Interactive Intelligence (News - Alert), KnoahSoft, Magnetic North, Mitel (who acquired OAISYS), NICE, OnviSource, TelStrat, TantaComm, Verint, VirtualLogger, VPI, Xarios, and ZOOM International. Revenue for Avaya and Genesys is included at a high level to illustrate the impact of contact center infrastructure vendors on the market.



Report Highlights:

- The WFO market delivered strong results in 2014: The total company GAAP revenue of the WFO market reached $3,660.9 million in 2014; this number represents an increase of 12.5% from $3,252.9 million in fiscal 2013. The contact center segment of the WFO market accounted for 38.3% of the total WFO revenue in 2014, a decrease from 41.5% in 2013.


- The WFO market continues to evolve and transform: Despite the expected slowing of growth in the contact center recording and quality assurance/quality management (QA/QM) sectors due to the WFO market's size and maturity, WFO vendors are making investments to improve their core solutions.

- Back-office and branch WFO solutions are improving: Some of the front-office WFO vendors are finally making progress in opening up the opportunity in the area of back offices and branch environments. Back-office and branch WFM solutions saw sales grow by 16.1%, from $33 million in fiscal 2013 to $38.3 million in 2014. The increase is attributed to better solutions and executives' growing appreciation of the need for them. It is expected back offices and branches to be a significant growth area for sales of WFO solutions for the next few years.

Companies Mentioned

- ASC

- Aspect

- Avaya

- Cacti (News - Alert)

- Calabrio

- ComputerTel

- Coordinated Systems Inc.

- CTI Group

- dvsAnalytics

- Enghouse

- Envision

- Genesys

- HP WFO Software

- HigherGround

- inContact (who acquired Uptivity)

- Interactive Intelligence

- KnoahSoft (News - Alert)

- Magnetic North

- Mitel (who acquired OAISYS)

- NICE

- OnviSource

- TelStrat

- TantaComm (News - Alert)

- Verint

- VirtualLogger

- VPI

- Xarios

- ZOOM International

For more information visit http://www.researchandmarkets.com/research/p9rlnj/2015_contact


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