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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

2015 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
価格
本日の銀行送金レート: 1USD=101.55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 2015 Workforce Optimization (WFO) Mid-Year Market Share Report
出版日: 2015年11月23日 ページ情報: 英文
概要

ワークフォース最適化(WFO)企業45社のGAAPによる企業総収益は、2013年前期の15億1270万米ドルから2014年前期の17億1360万米ドルへ、2億90万米ドルの増加となりました。コンタクトセンターWFO収益は2013年前期の6億3840万米ドルから、2014年前期の7億2030万米ドルへ12.8%拡大しました。

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 金融情報ソース

第4章 調査手法についてのデータベース

第5章 調査手法

第6章 市場予測

第7章 GAAP総収益・市場シェア

第8章 コンタクトセンターWFOの総収益・市場シェア

第9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10章 音声レコーディングの総収益・市場シェア

第11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12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13章 音声レコーディングの総収益・市場シェア

第14章 QM/QAアプリケーション収益・市場シェア

図表リスト

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目次

DMG Consulting's 11th annual ‘Workforce Optimization Mid-Year Market Share Report’ provides an in-depth analysis of the financial performance of WFO market and its 45 vendors during the first six months of 2015, and compares market activity for this sector to the same period in the previous year. This Report complements DMG's annual Workforce Optimization Market Share Report, which examines full-year WFO market performance and activity, and DMG's annual Workforce Optimization Product and Market Report, which thoroughly analyzes the vendors, solutions, functionality, technology, competitive landscape, trends and challenges, benefits, return on investment, pricing, customer satisfaction, implementation best practices, and more.

The WFO market is mature, and is undergoing “growing pains.” Organic growth is sluggish, as the primary IT segments of the market, recording and quality assurance, are highly penetrated. Total company GAAP revenue for the 45 WFO competitors lost momentum during the first half of 2015, decreasing by $8.6 million, from $1,713.6 million in the first half of 2014 to $1,705.0 million in the same period in 2015. (This decrease is partially due to a change in the treatment of Enghouse, whose total company GAAP revenue was excluded in 2015.) The slowdown in the overall WFO market carried over to the contact center segment which contracted by 1.1% ($7.6 million) between the first half of 2015 and the same period in 2014. Total contact center WFO revenue for the first six months of 2015 was $712.7 million, as compared to $720.3 million in the first half of 2014.

Verint and NICE continued to dominate all segments of the WFO market in the first half of 2015, accounting for a combined 72.3%, or $514.9 million, of contact center WFO revenue. A number of emerging WFO competitors, specifically, Interactive Intelligence, Calabrio, inContact, HP WFO Software and ZOOM International, picked up momentum and market share in this period.

The market opportunity for the core WFO applications - recording and quality assurance- is relatively small, although the workforce management sector is seeing a resurgence due to much-needed innovation in usability and functionality. The newer analytics applications show great potential, as their adoption is quite small. Speech and text analytics, desktop analytics, contact center performance management (CCPM), and the most recent addition to WFO suites, customer journey analytics (CJA), have great upside potential. Back-office and branch WFO solutions also present tremendous opportunities for WFO vendors. The challenge is for the vendors to figure out how to open up the market for these highly beneficial solutions.

The WFO market showed its age during the first half of 2015, but this IT sector is expected to return to growth as leading WFO vendors become more acquisitive and the entire market becomes more effective in selling the newer applications. Growth is likely to continue to be slow, though profitable, for most of the competitors.

The 2015 Workforce Optimization Mid-Year Market Share Report provides a detailed breakdown of revenue for the following 27 vendors: ASC, Aspect, Avaya (who acquired KnoahSoft on April 15, 2015), Cacti, Calabrio, ComputerTel, Coordinated Systems, CTI Group, dvsAnalytics, Enghouse Systems, Envision, Genesys, Hewlett-Packard (HP), HigherGround, inContact (who acquired Uptivity on May 6, 2014), Interactive Intelligence, Magnetic North, Mitel (who acquired OAISYS on March 4, 2014), NICE Systems, OnviSource, TantaComm, TelStrat, Verint Systems, VIrtualLogger, VPI, Xarios and ZOOM International. These vendors account for 99.3% of the contact center WFO market; the Report addresses the remaining 0.7% (18 vendors) in the “Other” category.

All of the vendors covered in this Report offer a suite of products for workforce optimization. A contact center WFO vendor is expected to offer the two foundational modules - quality assurance and recording - as well as at least two additional applications. Throughout the year, DMG produces in-depth industry reports for most of the WFO application segments, which provide detailed market share analyses for their respective sectors.

Key Reasons to Buy this Report

  • Market projections by application segment for the 5-year period from 2015 to 2019 for the 12 WFO modules: recording, QA/quality management (QM), WFM, CCPM, speech analytics, text analytics, desktop analytics, enterprise feedback management (EFM)/surveying, eLearning, coaching, and two emerging applications, 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, QM/recording (WFO) sector, voice recording, contact center and non-contact-center recording, and QA/QM
  • Growth rate comparisons by vendor for the first half of 2015 vs. the same period in 2014
  • Detailed analysis of the 27 leaders and contending vendors in the various WFO sectors

Report Highlights

  • The WFO market is transforming from a focus on optimizing staff performance to an emphasis on enterprise analytics: Optimizing staff performance and improving productivity remain important in people-intensive contact centers, but analytics solutions that personalize and enrich each interaction have great market opportunity.
  • The top three market leaders have remained the same for years, but other competitors are picking up momentum: NICE and Verint continue to dominate the contact center WFO market, followed by third-place Aspect. However, Interactive Intelligence, Calabrio, inContact, HP WFO Software and ZOOM International are all coming on strong.
  • The next few years are likely to be challenging for the leading and contending WFO vendors: Sales of core WFO modules are expected to be slow. Market growth will come from acquisitions and sales of emerging back-office WFO capabilities and analytics.

SAMPLE FIGURE

First-Half 2015 Total Company Market Share for WFO Competitors

Table of Contents

  • 1. Executive Summary
  • 2. Introduction
  • 3. Financial Information Sources
  • 4. Debates about Methodology
  • 5. Methodology
  • 6. Market Projections for 2015 through 2019
  • 7. Total GAAP Revenue and Market Share, First-Half 2015 vs. First-Half 2014 (all QM/recording-related vendors)
  • 8. Total Contact Center WFO Revenue and Market Share, First-Half 2015 vs. First-Half 2014
  • 9. WFO and Recording Solutions Revenue and Market Share (excluding video), First-Half 2015 vs. First-Half 2014 Comparison
  • 10. Total Voice Recording Revenue and Market Share, First-Half 2015 vs. First-Half 2014 Comparison
  • 11. Total Contact Center Voice Recording Revenue and Market Share, First-Half 2015 vs. First-Half 2014 Comparison
  • 12. Total Non-Contact-Center Voice Recording Revenue and Market Share, First-Half 2015 vs. First-Half 2014 Comparison
  • 13. Total Voice Recording Revenue and Market Share
  • 14. QM/QA Application Revenue and Market Share, First-Half 2014 vs. First-Half 2013 Comparison

TABLE OF FIGURES

  • Figure 1: WFO Application Projections, 2015 - 2019
  • Figure 2: Total Company GAAP Revenue and Market Share, First-Half 2015 vs. First-Half 2014 Comparison
  • Figure 3: Total Company GAAP Revenue, First-Half 2015 vs. First-Half 2014 Comparison
  • Figure 4: First-Half 2015 Total Company Market Share for WFO Competitors
  • Figure 5: Contact Center WFO Revenue and Market Share, First-Half 2015 vs. First-Half 2014 Comparison
  • Figure 6: Avaya Contact Center WFO Revenue Trend Analysis, 2011 - 2015
  • Figure 7: Total Contact Center WFO Revenue, First-Half 2015 vs. First-Half 2014 Comparison
  • Figure 8: Total Contact Center WFO Market Share, First-Half 2015
  • Figure 9: WFO and Recording Solutions without Video, First-Half 2015 vs. First-Half 2014 Comparison
  • Figure 10: WFO and Recording Solutions Revenue (excluding video), First-Half 2015 vs. First-Half 2014 Comparison
  • Figure 11: First-Half 2015 Total Contact Center WFO and Recording (excluding video) Market Share
  • Figure 12: Total Voice Recording, First-Half 2015 vs. First-Half 2014 Comparison
  • Figure 13: Total Voice Recording Revenue, First-Half 2015 vs. First-Half 2014 Comparison
  • Figure 14: Total Voice Recording Market Share, First-Half 2015
  • Figure 15: Contact Center Voice Recording Revenue and Market Share, First-Half 2015 vs. First-Half 2014 Comparison
  • Figure 16: Total Contact Center Voice Recording Revenue, First-Half 2015 vs. First-Half 2014 Comparison
  • Figure 17: Total Contact Center Voice Recording Market Share for First-Half 2015
  • Figure 18: Non-Contact Center Voice Recording, First-Half 2015 vs. First-Half 2014 Comparison
  • Figure 19: Total Non-Contact-Center Voice Recording Revenue, First-Half 2015 vs. First-Half 2014 Comparison
  • Figure 20: Total Non-Contact-Center Voice Recording Market Share, First-Half 2015
  • Figure 21: Total Voice Recording, First-Half 2015 Revenue ($ in millions)
  • Figure 22: Total Voice Recording, First-Half 2015 vs. First-Half 2014 Revenue Comparison ($ in millions)
  • Figure 23: Total Voice Recording Revenue, Contact Center vs. Non-Contact-Center, First-Half 2015
  • Figure 24: Total Voice Recording, First-Half 2014 vs. First-Half 2013 Revenue Comparison Graph ($ in millions)
  • Figure 25: QM/QA Applications Revenue and Market Share, First-Half 2015 vs. First-Half 2014 Comparison
  • Figure 26: QM/QA Application Revenue, First-Half 2014 vs. First-Half 2013 Comparison
  • Figure 27: QM/QA Application Market Share, First-Half 2014
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