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DMG Consulting LLC is the leading provider of market research and analysis for contact centers, including workforce management, performance management, quality management (QM)/ liability recording (WFO), speech analytics, real-time analytics, surveying, coaching and eLearning.
The 2010 Contact Center Workforce Management Market Report provides the most up-to-date, fact-based and objective analysis of the contact center WFM market – its products, vendors, functionality, trends, challenges, planned innovation, benefits and ROI, market share by vendor, pricing, best practices and more. This Report explains why WFM is the most important productivity tool for many contact centers.
Scope of the Report
The 2010 Workforce Management Market Report presents a comprehensive and insightful analysis of all aspects of the contact center WFM market. It addresses market trends, challenges, best practices, return on investment (ROI), benefits, market innovation, vendors, product functionality, technology, market share, adoption rates, projections and pricing. The Report dissects the functional components of these complex solutions and provides a detailed description of the core and optional WFM modules and how they benefit an organization, and the functional differences among the vendor offerings. It also presents an expansive view of the WFM competitive landscape, including market momentum, product opportunities and vendor market positioning. A new section of this report discusses a major market challenge – how to improve the accuracy of contact center WFM solutions.
The Report also presents the unique findings of DMG Consulting’s comprehensive customer satisfaction survey and provides valuable end-user insights on products, implementation, professional services, service and support, vendor innovation and responsiveness to product enhancement requests and more.
The 2010 edition of the Contact Center Workforce Management Market Report provides a detailed review of eight leading and contending vendors who offer contact center WFM solutions. The vendors covered in this Report are: Aspect, Calabrio, Inc., Genesys, GMT, InVision Software AG, NICE/IEX, Pipkins and Verint Systems, Inc. Three additional vendors, Bay Bridge Decision Technologies, Envision, and Interactive Intelligence, are addressed in less detail. This Report also includes a WFM Vendor Directory listing 32 vendors who offer contact center WFM solutions.
This Report is indispensable for:
- Contact center managers evaluating the market tor products or vendors or for those considering an upgrade or replacement for an existing WFM solution; learn which modules are critical and which vendor improvements will have the most impact on your contact center’s performance
- Vendors looking to understand the market and improve the performance of their WFM solutions
- Investors and financial analysts who are evaluating the market
The 2010 Contact Center Workforce Management Market Report will pay for itself by helping you avoid common selection and implementation pitfalls. It will empower you to select the right application and negotiate the best deal for your enterprise.
Custom Consulting
You can benefit from our over 20 years of hands-on experience in workforce management. Ask us how we can help you reduce your contact center operating costs by 10-20% without jeopardizing service levels or the quality of customer experience.
Learn More
Find out more about DMG Consulting’s 2010 Contact Center Workforce Management Market Report. Discover how our complementary consulting services can help you reduce operating expenses and increase revenue while improving the customer experience. Contact Deborah Navarra at 516.628.1098 or deborah.navarra@dmgconsult.com.
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