2024 Contact Center Workforce Engagement Management Market Share Report
Published June 18, 2024
DMG Consulting LLC’s Contact Center Workforce Engagement Management Market Share Report analyzes the revenue, market share, and performance of the estimated 35 global workforce engagement management (WEM) suite vendors for fiscal year 2023, based on DMG Consulting’s rigorous coverage of this market for the past two decades.
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More WEM solutions and capabilities are being sold and utilized now than at any point in the past, a trend that will continue to pick up momentum. This is because WEM applications are designed to help organizations understand, analyze, predict, and optimize relationships with customers and employees. WEM capabilities have been widely incorporated in contact centers and adoption is growing in other people-intensive operating functions throughout enterprises, especially back-offices and branches, as well as other departments.
The total addressable market (TAM) for systems and applications that fall into the traditional WEM suite category is large and growing, even though that may not be clearly reflected in this year’s Report numbers. Total WEM suite revenue in fiscal 2023 was up a modest 1.6% compared to 2022. The results for 2023 are somewhat deceptive as more WEM capabilities were sold during the year than ever before. With each passing year, more contact center WEM solutions are sold by vendors that fall into other technology categories, including CCaaS, CRM, emerging AI vendors, and some best-of-breed providers. DMG works with the vendors considered to be WEM suite providers based on our definition – those who sell recording and QM or AQM solutions, as well as four additional WEM applications – but in many cases, the revenue is included as part of another solution’s pricing bundle or package and not allocated to the WEM category. Despite these challenges, the WEM suite market was greater than $2.7 billion as of the end of 2023.
The 2024 Contact Center Workforce Engagement Management Market Share Report presents and analyzes WEM market revenue at the highest level for total company, then breaks it down into multiple views. It analyzes revenue by vendor, application, and sector, and delivers a detailed analysis of revenue and market share broken down by: total company, contact center WEM, back-office/branch, vertical, application, geography, source, and sales model. The Report provides a detailed breakdown and analysis of revenue for the following 18 named vendors: 8×8, Alvaria, ASC, Avaya (high-level revenue only), Calabrio, DVSAnalytics, Eleveo, Enghouse, Envision, Five9, Genesys, Mitel, NICE, OnviSource, OpenText, Playvox, Verint, and Xarios. The named vendors account for 99.4% of the WEM suite revenue analyzed in detail in this Report, and the remaining 0.6% of revenue is reflected in the “Other” category.
- Total company GAAP revenue and market share analysis for all vendors selling WEM suites to contact centers and other enterprise operations; for companies whose WEM is a small percentage of total revenue, only the WEM portion is included
- Detailed WEM revenue and market share analyses, starting with total company and drilling down to contact center-only data views
- Revenue and market share analyses for the two core WEM suite components – recording and QM
- Year-over-year comparisons and analysis of 2022 and 2023 revenue and market share for total company on a GAAP, contact center WEM, revenue source, and sales-channel basis
- Five-year revenue trend analyses for total company GAAP, contact center WEM, geography, vertical, revenue source, and sales channel
- Five-year revenue trends for the following WEM applications, by segment: recording (contact center and non-contact center), QM, WFM (contact center and non-contact center), interaction/conversation analytics, KM, DA, CCPM, surveying/VoC, gamification, RPA, CJA, and eLearning/coaching
- Geographical revenue and market share analyses by vendor for each region for North America, Europe, Asia Pacific, and “Rest of World” – Caribbean and Latin America (CALA), plus Middle East and Africa (MEA)
- Revenue and market share analysis by vendor and revenue source (cloud/hosted/software as a service (SaaS), license/software, services, and hardware)
- Revenue and market share analysis by vendor, based on sales model
- Executive Summary
- Introduction
- Financial Information Sources
- Debates About Methodology
- DMG’s Methodology
- 2023 Total Company GAAP Revenue and Market Share (all WEM-related vendors)
- 2023 WEM Solutions Revenue and Market Share
- 2023 Contact Center WEM Revenue and Market Share
- 2023 Quality Management Revenue and Market Share
- Total Company GAAP Revenue and Market Share, 2023 vs. 2022 Comparison
- Total Company GAAP Revenue, 2023 vs. 2022 Comparison
- Total Company GAAP Revenue Trends, 2019 – 2023
- Contact Center Workforce Engagement Management Revenue, 2023 vs. 2022 Comparison
- Contact Center WEM Revenue Trends, 2019 – 2023
- 2023 WEM Solutions Revenue and Market Share, by Application
- 2023 Total Recording Revenue and Market Share
- 2023 Contact Center Recording Revenue and Market Share
- 2023 Non-Contact Center Recording Revenue and Market Share
- 2023 Recording Revenue and Market Share
- 2023 Total Workforce Management Revenue and Market Share
- 2023 Workforce Management Revenue and Market Share by Segment
- WEM Revenue Trends by Geography, 2019 – 2023
- 2023 North America (US and Canada) Revenue and Market Share
- 2023 Europe Revenue and Market Share
- 2023 Asia-Pacific Revenue and Market Share
- 2023 Rest-of-World (CALA and MEA) Revenue and Market Share
- Revenue Trends by Vertical, 2019 – 2023
- 2023 Back-Office/Branch Revenue and Market Share
- 2023 Hardware Revenue and Market Share
- 2023 License/Software Revenue and Market Share
- 2023 Cloud/Hosted/Software-as-a-Service Revenue and Market Share
- 2023 Services Revenue and Market Share
- Revenue Source Analysis, 2023 vs. 2022
- Revenue Source Trends, 2019 – 2023
- 2023 Direct Revenue and Market Share
- 2023 Indirect Revenue and Market Share
- Revenue by Sales Channel Analysis, 2023 vs. 2022 Comparison
- Revenue by Sales Channel Trends, 2019 – 2023
Table of Figures
- Figure 1: 2023 Total Company GAAP Revenue and Market Share (all WEM-related vendors)
- Figure 2: 2023 Total Company GAAP Revenue Market Share
- Figure 3: 2023 WEM Solutions Revenue and Market Share
- Figure 4: 2023 WEM Solutions Market Share
- Figure 5: 2023 Contact Center WEM Revenue and Market Share
- Figure 6: 2023 Contact Center WEM Market Share
- Figure 7: 2023 Quality Management Revenue and Market Share
- Figure 8: 2023 Quality Management Market Share
- Figure 9: Total Company GAAP Revenue and Market Share, 2023 vs. 2022 Comparison
- Figure 10: Total Company GAAP Revenue, 2023 vs. 2022 Comparison
- Figure 11: Total Company GAAP Revenue, 2023 vs. 2022 Comparison
- Figure 12: Total Company GAAP Revenue Trends, 2019 – 2023
- Figure 13: Total Company GAAP Revenue Trends, 2019 – 2023
- Figure 14: Contact Center Workforce Engagement Management Revenue, 2023 vs. 2022 Comparison
- Figure 15: Total Contact Center WEM Revenue, 2023 vs. 2022 Comparison
- Figure 16: Contact Center WEM Revenue Trends, 2019 – 2023
- Figure 17: Contact Center WEM Revenue Trends, 2019 – 2023
- Figure 18: 2023 WEM Solutions Revenue and Market Share by Application
- Figure 19: 2023 WEM Solutions Revenue and Market Share by Application
- Figure 20: WEM Solutions Revenue Trends by Application, 2019 – 2023
- Figure 21: WEM Solutions Revenue Trends, 2019 – 2023
- Figure 22: 2023 Total Recording Revenue and Market Share
- Figure 23: 2023 Total Recording Market Share
- Figure 24: 2023 Contact Center Recording Revenue and Market Share
- Figure 25: 2023 Contact Center Recording Market Share
- Figure 26: 2023 Non-Contact Center Recording Revenue and Market Share
- Figure 27: 2023 Non-Contact Center Recording Market Share
- Figure 28: 2023 Recording Revenue and Market Share
- Figure 29: 2023 Total Recording Revenue, Contact Center vs.Non-Contact Center
- Figure 30: 2023 Total Workforce Management Revenue and Market Share
- Figure 31: 2023 Total Workforce Management Market Share
- Figure 32: 2023 Workforce Management Revenue and Market Share
- Figure 33: 2023 Workforce Management Revenue, Contact Center vs. Back-Office/Branch
- Figure 34: Revenue Trends by Geography, 2019 – 2023
- Figure 35: Revenue Trends by Geography, 2019 – 2023
- Figure 36: 2023 North America (US and Canada) Revenue and Market Share
- Figure 37: 2023 North America (US and Canada) Market Share
- Figure 38: 2023 Europe Revenue and Market Share
- Figure 39: 2023 Europe Market Share
- Figure 40: 2023 Asia-Pacific Revenue and Market Share
- Figure 41: 2023 Asia-Pacific Market Share
- Figure 42: 2023 Rest-of-World (CALA and MEA) Revenue and Market Share
- Figure 43: 2023 Rest-of-World (CALA and MEA) Market Share
- Figure 44: Revenue Trends by Vertical, 2019 – 2023
- Figure 45: Revenue Trends by Vertical, 2019 – 2023
- Figure 46: 2023 Back-Office/Branch Revenue and Market Share
- Figure 47: 2023 Back-Office/Branch Market Share
- Figure 48: 2023 Hardware Revenue and Market Share
- Figure 49: 2023 Hardware Market Share
- Figure 50: 2023 License/Software Revenue and Market Share
- Figure 51: 2023 License/Software Market Share
- Figure 52: 2023 Cloud/Hosted/SaaS Revenue and Market Share
- Figure 53: 2023 Cloud/Hosted/SaaS Market Share
- Figure 54: 2023 Services Revenue and Market Share
- Figure 55: 2023 Services Market Share
- Figure 56: Revenue Source Analysis, 2023 vs. 2022
- Figure 57: Revenue Source Analysis, 2023 vs. 2022
- Figure 58: Revenue Source Trends, 2019 – 2023
- Figure 59: Revenue Source Market Share Trends, 2019 – 2023
- Figure 60: Revenue Source Trends, 2019 – 2023
- Figure 61: 2023 Direct Revenue and Market Share
- Figure 62: 2023 Direct Revenue Market Share
- Figure 63: 2023 Indirect Revenue and Market Share
- Figure 64: 2023 Indirect Revenue Market Share
- Figure 65: Revenue by Sales Channel Analysis, 2023 vs. 2022 Comparison
- Figure 66: Revenue by Sales Channel Analysis, 2023 vs. 2022 Comparison
- Figure 67: Revenue by Sales Channel Trends, 2019 – 2023
- Figure 68: Revenue as a Percentage of Sales Channel Trends, 2019 – 2023
- Figure 69: Revenue by Sales Channel Trends, 2019 – 2023