WFO Market Climbs Nearly 13 Percent Despite Expected Contact Center Slowdown

The workforce optimization (WFO) market delivered strong results in 2014, according to analysts at Research and Markets. Total company GAAP revenue of the WFO market reached $3.7 million in 2014; this number represents an increase of 12.5 percent, from $3.3 million in fiscal 2013. The contact center segment of the WFO market accounted for 38.3 percent of the total WFO revenue in 2014, a decrease from 41.5 percent in 2013.

Analysts note that the WFO market continues to evolve and transform. Despite the expected slowing of growth in the contact center recording and quality assurance/quality management (QA/QM) sectors due to the WFO market's size and maturity, WFO vendors are making investments to improve their core solutions.

Numbers are also up because back-office and branch WFO solutions are improving. Some of front-office WFO vendors are finally making progress in opening up the opportunity in the area of back offices and branch environments.

Back-office and branch WFM solutions saw sales grow by 16.1 percent, from $33 million in fiscal 2013 to $38.3 million in 2014. The increase is attributed to better solutions and executives' growing appreciation of the need for them. It is expected back offices and branches to be a significant growth area for sales of WFO solutions for the next few years.

Research and Markets’ annual Contact Center Workforce Optimization Market Share report, analyzes total company revenue and market share for what it identifies as the top 28 vendors: ASC; Aspect; Avaya; Cacti; Calabrio; ComputerTel; Coordinated Systems; CTI Group; dvsAnalytics; Enghouse; Envision; Genesys; HP WFO software; HigherGround; inContact (which acquired Uptivity); Interactive Intelligence; KnoahSoft; Magnetic North; Mitel (which acquired OAISYS); NICE; OnviSource; TelStrat; TantaComm; Verint; VirtualLogger; VPI; Xarios; and ZOOM.