2015 Workforce Optimization (WFO) Mid-Year Market Share Report
|発行||DMG Consulting LLC||商品コード||319612|
|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||
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.
First-Half 2015 Total Company Market Share for WFO Competitors