NEW!2015 - 2016 Outbound Solutions Product and Market Report
Today's multi-channel outbound suites are highly sophisticated, rules-driven systems that allow for bi-directional communications on a fully automated or agent-assisted basis. Leading organizations are utilizing outbound solutions to support comprehensive customer outreach strategies that positively and proactively engage customers in an omni-channel dialogue. And increasingly, prospects are looking for inbound and outbound capabilities that are integrated, so the experience can be personalized, highly relevant and seamlessly blended. Multi-channel proactive customer care is already on its way to becoming a standard and cost-effective way of reaching out to share important and useful information. It's time for organizations to rethink their servicing strategies to incorporate outbound communications. There is no doubt that outbound still needs to be used for sales and collections, but an even greater value comes from its role in engaging customers and prospects and delivering an outstanding customer experience. Learn more.
NEW!2015 - 2016 Contact Center Workforce Management Market Report
2015 is expected to be a most exciting year for contact center and back-office WFM solutions. After over three decades of slow adoption and even slower innovation, this essential contact center IT sector is finally attracting companies’ interest and investment dollars, which is driving a desperately needed round of research and development (R&D) and innovation. What makes this wave of R&D investments interesting is that much of it is coming from emerging competitors or is being targeted at the developing back-office WFM sector. The potential of expanding sales to a larger audience is appealing to the WFM contact center market leaders, but it has also attracted vendors from many geographies, as well as new competitors. Learn more.
NEW!2014 - 2015 Workforce Optimization (WFO) Product and Market Report
The WFO market has reached a turning point as technology and customer care continue to evolve at breakneck speed. Having performed well in both strong and weak economic environments for decades, the time has come for a new generation of WFO solutions to emerge. Mega-trends like omni-channel customer interaction, utilizing “big data” to improve the customer journey, and gamification are driving much of the evolution of this sector, while tech trends like mobility and the cloud are forcing vendors to invest to meet the needs of a changing workforce and consumer base. Learn more.
NEW!2014 Workforce Optimization Mid-Year Market Share Report
The contact center WFO market is still attracting substantial investments, many of which are being driven by the need to replace existing systems. The largest opportunities for increasing sales of WFO are in emerging economies, including several regions in Asia, as well as in the back office, where there is a sizable opportunity for WFO to dramatically improve business processes. The majority of WFO suite and application sales in contact centers today are premise-based, but DMG expects this to change during the next 5 – 8 years as more contact center activity moves to the cloud. The 2014 Workforce Optimization (WFO) Mid-Year Market Share Report analyzes projected growth for each WFO segment – recording, quality assurance, contact center performance management, speech analytics, text analytics, surveying, desktop analytics, workforce management, coaching and eLearning – through 2018. Learn more.
NEW!2014 - 2015 Cloud-Based Contact Center Infrastructure Market Report
It is truly a buyers' market right now, and the proliferation of vendors, options and pricing structures are making cloud-based infrastructure solutions a highly attractive and viable acquisition model for contact centers of nearly every type, size and budget. End users and prospects are more than comfortable with the idea of cloud-based solutions; it is becoming their preferred method for procuring new and/or replacing outdated technology. Aside from the real and quantifiable financial benefits, end users are reaping the rewards from the exposure to new, robust and flexible technology, regular upgrades and on-going innovation without geographical restrictions or reliance on internal IT resources. Relieved of the burden of managing the hardware and software, end user organizations are free to focus on optimizing the use of the solutions to deliver an outstanding customer experience. Learn more.
NEW!2014 - 2015 Contact Center Gamification Product and Market Report
Gamification is a recent innovation that is generating substantial interest and capturing the attention of contact centers and enterprises. Gamification applications are being incorporated into internal production environments and customer-facing websites to engage and retain employees and customers. Gamification is starting to catch on, and early adopters of these solutions are seeing impressive success rates. DMG expects the next two years to be highly productive for gamification providers, as organizations use these solutions to help reduce customer effort and positively engage with their customers via social community channels. Learn more.
NEW!2014 - 2015 Speech Analytics Product and Market Report
The contact center speech analytics market, in its 11th year, delivered exceptional performance in 2013. DMG has long praised these solutions for their ability to help organizations realize significant tangible business benefits. As speech analytics solutions continue to evolve, and users realize new and greater returns. This success will only increase. The number of reported contact center speech analytics seats grew by 26.0%, from 2,292,733 in July 2013 to 2,889,031 as of the end of May 2014. The vast majority of these seats are from sales of post-call solutions, although the adoption of real-time speech analytics is beginning to pick up. Learn more.
NEW!2014 Workforce Optimization Market Share Report
2013 was a good year for the WFO market, but one that indicates that this is a maturing market. The total company GAAP numbers increased by 11.5% between fiscal 2012 and 2013, but the contact center WFO segment grew by only 7.5%. If the WFO market were to remain “as is” or “status quo,” it would gradually transition to a slow-moving and staid sector that generated a dependable amount of revenue, but this is not what DMG expects to happen. DMG expects the WFO market to reinvent itself and to come on strong, even if it takes several years for this transition to occur. The WFO sector often outperforms other contact center IT sectors, as well as many general IT segments, because innovations keep coming out of this market. Learn more.
NEW!2014 - 2015 Contact Center Performance Management Market Report
CCPM's time may finally have come. "Big data," employee engagement, and the increasing importance of capturing and analyzing the customer journey are the major market trends that are causing end users to give CCPM a fresh look. Vendors are continuing to invest in making CCPM solutions more actionable and easier to implement and use. Performance management has also started to capture the interest of back-office managers as a way of obtaining the metrics and KPIs they need to help improve performance and reduce their operating expenses. Learn more.
NEW!2014 - 2015 Contact Center Workforce Management Market Report
The growing need for front and back-office WFM capabilities is driving purchases at an unprecedented rate in this formerly slow-moving market; the rapid growth is, in turn, driving substantial investments in product innovation. Workforce management software remains the most important productivity tool in many contact centers, and is expected to find a similar position in the back office. In a worldwide benchmark study conducted by DMG Consulting in Q4 2013, workforce management was a top-ranked investment priority for 2014. This is no surprise given that increasing agent productivity, adding new channels, and reducing the cost of service are among the top five contact center initiatives for 2014. These solutions lower servicing/sales/processing costs through better agent/employee utilization, avoidance of overstaffing, and reductions in overtime costs, while ensuring that the right people with the right skills are available to get the job done and deliver a great customer experience. WFM solutions also provide multi-channel forecasting and scheduling capabilities to better support blending and omni-channel staffing efficiency and optimization. Learn more.
NEW!2013 - 2014 Workforce Optimization (WFO) Product and Market Report
The contact center WFO market has been one of the top-performing IT sectors in the contact center market for the past 14 years. DMG remains bullish on the WFO market because these vendors are not just sitting back and enjoying their success. Leading and contending WFO vendors are making substantial investments in their products and future direction. The contact center WFO vendors "get it" - these vendors are willing to work with their customers to build features to improve the customer experience. This is why the solutions continue to improve and why they are purchased. So, although the market is called workforce optimization, these vendors provide functionality that does a great deal more than just optimize employees. These suites are dedicated to enhancing the customer experience and providing insights into the customer journey while improving both the customer and employee experience and reducing operating costs. DMG expects 2014 to be an excellent year for these solutions, as end users replace outdated core telephony, customer service and customer relationship management (CRM) applications, including WFO capabilities. Learn more.