Workforce Optimization (WFO) Mid-Year Market Share Report 2016: Total Company GAAP Revenue for the 42 WFO Competitors Declined Rom $1,675.6 Million To $1,669.7 Million In 2016 - Research and Markets

DUBLIN, Mar 13, 2017 /PRNewswire/ --

Research and Markets has announced the addition of the "2016 Workforce Optimization (WFO) Mid-Year Market Share Report" report to their offering.

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.  The strong interest and prices have distracted many of the smaller vendors from innovating and investing in their future, to packaging themselves for a sale, instead.

The contact center WFO market has hit an important inflection point and is starting to transform. Total company GAAP revenue for the 42 WFO competitors declined between the first half of 2015 and the same period in 2016, down by $5.9 million, from $1,675.6 million to $1,669.7 million. At the same time, however, many of the WFO competitors delivered solid results. The WFO market will remain significant 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.

Market Share Report includes:

- Market projections by application segment for the 5-year period from 2016 to 2020, for recording, quality assurance (QA)/quality management (QM), workforce management (WFM), contact center performance management (CCPM), speech analytics, text analytics, desktop analytics, enterprise feedback management (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

Key Topics Covered:

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

Companies Mentioned

- 8×8
- ASC
- Aspect
- Avaya
- Cacti
- Calabrio
- ComputerTel
- Coordinated Systems
- Enghouse
- Envision
- Genesys
- HigherGround
- Interactive Intelligence
- Mitel
- NICE
- OnviSource
- OpenText
- TantaComm
- TelStrat
- Verint Systems
- VirtualLogger
- Xarios
- ZOOM International
- dvsAnalytics
- inContact

For more information about this report visit http://www.researchandmarkets.com/research/ng34s4/2016_workforce

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