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2011 World Contact Center Workforce Management Systems Market Product Image

2011 World Contact Center Workforce Management Systems Market

  • Published: November 2011
  • Region: Global
  • 123 Pages
  • Pelorus Associates

FEATURED COMPANIES

  • Calabrio, Inc.
  • GMT Corporation
  • InVision Software AG
  • ISC Consultants, Inc.
  • Pipkins, Inc.
  • Teleopti AB
  • MORE

This report addresses the market for workforce management (WFM) solutions in contact center environments. Several vendors are 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 a 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.

This is a global report. Global market shares and forecasts are provided. Regional breaks are North America, EMEA, and ROW.

Topics Covered in this Report Include:

- Significant Trends And The Forces Impacting READ MORE >

CHAPTER 1 - INTRODUCTION
- Scope
- Methodology
- Report Organization
- Terms
- Editor’s Note
- How Your Organization Can Use This Report
- About Pelorus Associates
- About the Author

CHAPTER 2 - EXECUTIVE SUMMARY
- Global Contact Centers
- Market Size and Distribution
- Major Trends – Business Environment
- Contact Center Trends
- Vendor Trends
- Market Drivers
- Market Constraints
- Market Growth
- Market Shares
- Success Factors

CHAPTER 3 - MARKET TRENDS
- Introduction
- Business Environment Trends
- Contact Center Trends
- Vendor Trends
- CHAPTER 4 - DRIVERS AND CONSTRAINTS
- Introduction
- Market Drivers
- Market Constraints

CHAPTER 5 - MARKET ANALYSIS
- Introduction
- World Agents and Contact Centers
- Size of Contact Centers
- Market Size and Distribution
- World Market Shares
- Market Shares by Global Region
- Market Forecast Methods
- Vendor Revenue Impact of Hosting
- Market Forecast

CHAPTER 6 - VENDOR PROFILES
- Introduction
- Target Markets, Sales, and Strategies
- Aspect
- WFM Feature Matrix – Aspect
- Calabrio, Inc.
- GMT Corporation
- InVision Software AG
- ISC Consultants, Inc.
- NICE-IEX Workforce Management
- Pipkins, Inc.
- Teleopti AB
- Verint Systems

LIST OF TABLES
- Contact Centers and Agent Positions World, 2010
- Contact Center Agent Positions, 2010 vs. 2008
- Agent Positions by Size of Contact Center, North America
- WFM Sales by Year
- WFM Sales by Global Region, 2010 vs. 2008
- WFM Sales Growth by Source, 2010 vs. 2008
- Vendor Market Targets
- Projected World Contact Center WFM Sales, 2010 to 2016
- World Market Shares
- Leaders’ Market Share, 2006 to 2010
- Market Share by Source, World
- Business Environment Trends
- Largest Service Sectors in the United States
- Languages Spoken at Home, United States
- Telecommuting Drivers
- Contact Center Trends.
- Top Ten Growth Expectations for Growth in Channel Support
- Vendor Trends
- Vendor Market Targets
- Market Drivers
- Economic Benefits of WFM Software
- ROI Framework for WFM Investments
- U.S. Private Non-Farm Productivity Growth
- Non-Financial Benefits of WFM Software
- Fastest growing Global Economies
- Market Constraints
- Contact Centers and Agent Positions
- Contact Center Agent Positions, 2010 vs. 2008
- U.S. Employment Growth in Selected Agent Categories
- Agent Positions by Size of Contact Center, North America
- WFM Sales by Year, 2006 to 2010
- WFM Sales by Region, 2010 vs. 2008
- WFM Sales and Agents by Region
- Sales by Source
- World Market Shares
- Leaders’ Market Share, 2006 to 2010
- Market Share by Revenue Source
- North America Market Shares, (2010 vs. 2008)
- EMEA Market Shares, (2010 vs. 2008)
- ROW Market Shares, (2010 vs. 2008)
- Forces for Growth and Forces for Stability
- Forecast Assumptions
- 5-Year Revenue Comparison, Hosted Vs. On-premise
- Projected World Contact Center WFM Sales, 2010 to 2016
- Vendors Profiled
- Primary Target Markets
- 2010 Sales Range by Vendor
- Vendor Business Strategies
- WFM Feature Matrix - Aspect
- WFM Feature Matrix - Calabrio
- WFM Feature Matrix - GMT
- WFM Feature Matrix - InVision
- WFM Feature Matrix - ISC Consultants
- WFM Feature Matrix - NICE IEX Workforce Management
- WFM Feature Matrix - Pipkins, Inc.
- WFM Feature Matrix - Teleopti
- WFM Feature Matrix - Verint Systems

- WFM Feature Matrix
- Calabrio, Inc.
- GMT Corporation
- InVision Software AG
- ISC Consultants, Inc.
- NICE-IEX Workforce Management
- Pipkins, Inc.
- Teleopti AB
- Verint Systems

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