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市場調査レポート

ワークフォース最適化(WFO)中間市場シェアレポート

2016 Workforce Optimization (WFO) Mid-Year Market Share Report

発行 DMG Consulting LLC 商品コード 319612
出版日 ページ情報 英文
納期: 即日から翌営業日
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本日の銀行送金レート: 1USD=115.27円で換算しております。
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ワークフォース最適化(WFO)中間市場シェアレポート 2016 Workforce Optimization (WFO) Mid-Year Market Share Report
出版日: 2016年10月20日 ページ情報: 英文
概要

当レポートでは、ワークフォース最適化(WFO)市場の財務実績について詳細に分析し、ベンダー、ソリューション、機能、技術、競合情勢、動向・課題、メリット、ROI、価格、顧客満足度、実行のベストプラクティスなどに関するレビューを提供しています。

第1章 エグゼクティブサマリー

第2章 イントロダクション

第3章 財務情報ソース

第4章 WFO市場における統合

第5章 調査手法についてのデータベース

第6章 調査手法

第7章 市場予測

第8章 GAAP総収益・市場シェア

第9章 コンタクトセンターWFOの総収益・市場シェア

第10章 WFO・レコーディングソリューション収益・市場シェア(映像除く)

第11章 音声レコーディングの総収益・市場シェア

第12章 コンタクトセンター音声レコーディングの総収益・市場シェア

第13章 非コンタクトセンター音声レコーディングの総収益・市場シェア

第14章 音声レコーディングの総収益・市場シェア

第15章 QM/QAアプリケーション収益・市場シェア

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目次

DMG Consulting's 12th annual Workforce Optimization Mid-Year Market Share Report provides a comprehensive analysis of the financial performance of the WFO market and its 42 vendors during the first six months of 2016, and compares market activity for this sector to the same period in 2015. The Report complements DMG's annual Workforce Optimization Market Share Report, which examines full-year WFO financial performance and market activity, and DMG's annual Workforce Optimization Product and Market Report, which provides an in-depth analysis of this market's vendors, solutions, functionality, technology, competitive landscape, trends and challenges, benefits, return on investment, pricing, customer satisfaction, implementation best practices, and more.

The contact center WFO market has hit an important inflection point and is starting to transform. Revenue is down, mergers and acquisitions are up and occurring at a rapid rate not previously experienced by this sector, and more activity is expected in the next 24 months. Recording and quality assurance applications are commoditized, and end users are reluctant to pay high prices for these modules. Innovation in WFO solutions has slowed; smaller vendors are focused on positioning themselves to be acquired in this market's period of brisk mergers and acquisitions (M&A) activity.

Total company GAAP revenue for the 42 WFO competitors declined in the first half of 2016, down by $5.9 million, from $1,675.6 million in first-half 2015 to $1,669.7 million. (The 2015 numbers are a pro forma representation of WFO market activity during the first half of 2015, after removing revenue for the two security-related companies sold by NICE.) The overall market momentum remained positive, as most of the revenue decrease was attributed to two vendors, Verint and Aspect. Verint's total company GAAP revenue declined by 10.3%, and Aspect's WFO revenue is estimated to have decreased by 5.9% between the first six months of 2015 and the same period in 2016. At the same time, however, many of the WFO competitors delivered solid results. NICE's company revenue was up by 3.3% between the first half of 2015 and first-half 2016. Calabrio is estimated to have experienced a significant increase in revenue, 40.2%, in the first half of 2016. Interactive Intelligence, which announced in August 2016 that they were being acquired by Genesys, grew by 12% between the first six months of 2015 and 2016. And inContact, which grew by 20.9%, announced that they were being acquired by NICE.

The WFO market will continue to be important because companies need the solutions that comprise these suites. For years, contact centers have been the target market for these solutions, but the focus is starting to shift to address the needs of the back offices and branches. In five years, WFO offerings are going to feature new approaches, processes and technology, as WFO suites transform into an employee and customer framework that will help companies reduce costs, increase service quality, and enhance the corporate bottom line, all while significantly improving the customer experience.

The ‘2016 Workforce Optimization Mid-Year Market Share Report’ provides a detailed breakdown of revenue for the following 25 named vendors: 8x8, ASC, Aspect, Avaya, Cacti, Calabrio, ComputerTel, Coordinated Systems, dvsAnalytics, Enghouse, Envision, Genesys, HigherGround, inContact, Interactive Intelligence, Mitel, NICE, OnviSource, OpenText, TantaComm, TelStrat, Verint Systems, VirtualLogger, Xarios and ZOOM International. These vendors comprise 99.3% of the contact center WFO market; the remaining 0.7% (17 vendors) is addressed in the “Other” category.

All of the vendors covered in this Report are WFO suite providers. This means that they offer the 2 core WFO applications - recording and QA/QM - as well as at least 2 more of the following applications: workforce management (WFM), contact center performance management (CCPM), speech analytics (SA), text analytics (TA), desktop analytics (DA), enterprise feedback management (EFM)/surveying, eLearning, coaching, gamification and customer journey analytics (CJA). DMG produces in-depth industry reports for most of the application segments named above, providing detailed market share analyses for their respective sectors.

Key Elements of This Report

  • Market projections by application segment for the 5-year period from 2016 to 2020, for recording, QA/QM, WFM, CCPM, speech analytics, text analytics, desktop analytics, EFM, eLearning, gamification and customer journey analytics
  • Detailed revenue and market share analyses by vendor, broken down by GAAP revenue for total company, the contact center WFO segment, the quality management/recording (WFO) sector, voice recording, contact center and non-contact-center voice recording, and QA/QM
  • Growth rate comparisons by vendor for the first half of 2016 vs. the same period in 2015
  • Detailed analyses of the 25 leaders and contending vendors in the various WFO sectors

Report Highlights

  • Overall market momentum and direction is positive, although a couple of market leaders have lost ground: Verint and Aspect experienced revenue decreases, which brought down market-wide WFO revenue from $1,675.6 million in first-half 2015 to $1,669.7 in the same period in 2016. Despite this overall decrease, however, more companies showed gains than slowdowns in revenue.
  • The WFO market is mature and consolidating: M&A activity in the WFO sector is at an all-time high. Companies are concentrating on positioning themselves for acquisition, sometimes at the expense of investments in product innovation.
  • The future of the WFO market is analytically-enabled solutions: Innovative vendors are increasingly embedding analytics into their solutions. These capabilities can provide valuable insights into customer wants and needs, which can help enhance service quality and improve the customer journey.

SAMPLE FIGURE

First-Half 2016 Total Company Market Share for WFO Competitors

                     Source:Source: DMG Consulting LLC.

Table of Contents

  • 1. Executive Summary
  • 2. Introduction
  • 3. Financial Information Sources
  • 4. WFO Market Consolidation
  • 5. Debates about Methodology
  • 6. Methodology
  • 7. Market Projections for 2016 through 2020
  • 8. Total GAAP Revenue and Market Share, First-Half 2016 vs. First-Half 2015 (all QM/recording-related vendors)
  • 9. Total Contact Center WFO Revenue and Market Share, First-Half 2016 vs. First-Half 2015
  • 10. WFO and Recording Solutions Revenue and Market Share (excluding video), First-Half 2016 vs. First-Half 2015 Comparison
  • 11. Total Voice Recording Revenue and Market Share, First-Half 2016 vs. First-Half 2015 Comparison
  • 12. Total Contact Center Voice Recording Revenue and Market Share, First-Half 2016 vs. First-Half 2015 Comparison
  • 13. Total Non-Contact-Center Voice Recording Revenue and Market Share, First-Half 2016 vs. First-Half 2015 Comparison
  • 14. Total Voice Recording Revenue and Market Share
  • 15. QM/QA Application Revenue and Market Share, First-Half 2016 vs. First-Half 2015 Comparison

TABLE OF FIGURES

  • Figure 1: WFO Application Projections, 2016 - 2020
  • Figure 2: Total Company GAAP Revenue and Market Share, First-Half 2016 vs. First-Half 2015 Comparison
  • Figure 3: Total Company GAAP Revenue, First-Half 2016 vs. First-Half 2015 Comparison
  • Figure 4: First-Half 2016 Total Company Market Share for WFO Competitors
  • Figure 5: Contact Center WFO Revenue and Market Share, First-Half 2016 vs. First-Half 2015 Comparison
  • Figure 6: Total Contact Center WFO Revenue, First-Half 2016 vs. First-Half 2015 Comparison
  • Figure 7: Total Contact Center WFO Market Share, First-Half 2016
  • Figure 8: WFO and Recording Solutions without Video, First-Half 2016 vs. First-Half 2015 Comparison
  • Figure 9: WFO and Recording-Solutions without Video Revenue, First-Half 2016 vs. First-Half 2015 Comparison
  • Figure 10: First-Half 2016 WFO and Recording Solutions-without-Video Market Share
  • Figure 11: Total Voice Recording, First-Half 2016 vs. First-Half 2015 Comparison
  • Figure 12: Total Voice Recording Revenue, First-Half 2016 vs. First-Half 2015 Comparison
  • Figure 13: Total Voice Recording Market Share, First-Half 2016
  • Figure 14: Contact Center Voice Recording Revenue and Market Share, First-Half 2016 vs. First-Half 2015 Comparison
  • Figure 15: Total Contact Center Voice Recording Revenue, First-Half 2016 vs. First-Half 2015 Comparison
  • Figure 16: Total Contact Center Voice Recording Market Share for First-Half 2016
  • Figure 17: Non-Contact Center Voice Recording, First-Half 2016 vs. First-Half 2015 Comparison
  • Figure 18: Total Non-Contact-Center Voice Recording Revenue, First-Half 2016 vs. First-Half 2015 Comparison
  • Figure 19: Total Non-Contact-Center Voice Recording Market Share, First Half 2016
  • Figure 20: Total Voice Recording, First-Half 2016 Revenue
  • Figure 21: Total Voice Recording, First-Half 2016 vs. First-Half 2015 Revenue Comparison
  • Figure 22: Total Voice Recording Revenue, Contact Center vs. Non-Contact-Center, First-Half 2016
  • Figure 23: Total Voice Recording, First-Half 2016 vs. First-Half 2015 Revenue Comparison Graph
  • Figure 24: QM/QA Applications Revenue and Market Share, First-Half 2016 vs. First-Half 2015 Comparison
  • Figure 25: QM/QA Application Revenue, First-Half 2016 vs. First-Half 2015 Comparison
  • Figure 26: QM/QA Application Market Share, First-Half 2016
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