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2009 World Contact Center Workforce Management Systems Market
Pelorus Associates, June 2009, Pages: 108
This report on the global demand and market dynamics for contact center workforce management systems. Our previous report was released in 2007 and was based on 2006 data. While this report follows the same basic approach as the previous reports, we have made some improvements to the content and coverage of the report: The number of vendors has been expanded. In previous reports we focused on the larger players defined as those with $5 million or more in contact center revenue. This year we searched far and wide to identify more vendors, even those with less than $1 million of revenue.
- We strived to increase international content. You will find much more information on non-U.S. vendors, laws and regulations, contact center statistics, and market trends then in previous reports.
- We added a separate chapter on trends. Trends are examined on three levels, from macro to micro.
- Because this is the second report, we were able to provide comparative figures for market share, market size, etc. for both 2006 and 2008.
This report addresses the market for workforce management (WFM) solutions in contact center environments. Several vendors are already actively pursuing opportunities to apply WFM technology in various back office functions and other customer-facing business functions like teller lines at banks and retail cashiers. To the extent possible, we have tried to remove the value of these sales from our analysis. For most vendors this is a small (albeit rapidly growing) part of their WFM business. However, for some like GMT and Teleopti it is substantial part of their total business. Further, we limit our vendor profiles to only companies that sell contact center software as a major component of their total portfolio. There are other criteria as well:
- In-house developed product, not an OEM.
- Has marketed WFM for at least one year.
- Markets WFM as a core offering, not just an adjunct to a broader product portfolio.
- Sells to contact centers.
- At least 20 employees dedicated to WFM.
- Agrees to a least one in-depth interview.
This is a global report. Global market shares and forecasts are provided. Regional breaks are North America, EMEA, and ROW.
Key Words: contact centers, call centers, global report, Aspects, Calabrio, Inc., GMT Corporation, NICE-IEX Corporation, InVision Software AG, ISC Consultants, Inc., Pipkins, Inc., Teleopti AB, Verint Witness Actionable Solutions, - Aspect eWorkforce Management, PerformanceEdge, Calabrio Workforce Management, GMT Planet, IEX TotalView, InVision Enterprise WFM, Irene, Maxima Advantage Vantage Point, Teleopti CCC
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