Contact Center Solutions Featured Article

WFM Market Expected to Continue Strong Growth

March 10, 2008

Contact center workforce optimization is a key software application within the contact center as it can help to drive scheduling efficiency and productivity. While these solutions have significant applications throughout the contact center, they are often also underused. Recent research indicates that this may be changing.


DMG Consulting LLC, a provider of contact center and real-time analytics research, market analysis and business strategy, operations and technology consulting services, has published the 2008 Contact Center Workforce Management Market Report.

This report is considered to be the industry’s most comprehensive and timely guide to the essential and evolving contact center workforce management market, products and vendors. Those operating in these areas rely on such data in order to understand the market and thus forecast for future trends.

According to DMG Consulting, the contact center workforce management (WFM) market grew at a rapid rate of 15 percent in 2007. This growth was driven in great part by technical and functional innovations, as well as increased investments in sales and marketing initiatives.

Over the years, these initiatives have driven WFM upgrades and replacements in complex multi-site, multi-channel contact centers. The market has also seen increased interest in the under-penetrated and under-served mid-sized contact center segment. DMG Consulting forecasts that 2008 will be the best year in the history of the WFM market, with an expected 20 percent growth rate.

“Workforce management is one of the most important productivity tools in the contact center,” said Donna Fluss, founder and president of DMG Consulting, in a company statement. “The requirement to provide a better customer experience while improving productivity and controlling costs is paramount in contact centers.”

“The new generation of WFM solutions can help contact centers address these goals effectively, and we believe that vendors need to continue to invest significantly in sales and marketing to increase awareness of WFM’s benefits. Ongoing and strong R&D will also help the market continue to grow, as it will speed up the pace of innovation, product enhancements and the product replacement cycle,” Fluss added.

DMG Consulting’s report provides an in-depth analysis of all aspects of the WFM market, including industry trends and directions, decision criteria for workforce management solutions, benefits, best practices, ROI, market shares and market penetration rates.

As the contact center continues to gain in importance for the enterprise, the demand for WFM solutions will also continue to grow. Such solutions can go a long way toward driving efficiencies within the contact center and considering the cost structure of these centers, efficiency is in high demand.

Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.

Want to learn more about contact centers? Then be sure to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. The papers are authored by industry leaders, who, in turn, receive qualified sales leads from interested parties. Check here for the latest in CRM information.

Article comments powered by Disqus

Related Contact Center Solutions Articles

Aspect Software Declares War in Workforce Optimization Market

We may be closing in on the holiday season and a time of "good cheer," but reality is that competition in business is a 24/7/365 affair. And, depending on whether you are a competitor or possible customer, it looks like this holiday season thanks to a new initiative by customer experience solutions provider Aspect Software you are either looking at a possible lump of coal in you X-mas stocking or a valuable present. The reason is Aspect has dropped the gloves in the hotly contested Workforce Opt… [ Read More ]
11/21/2014

Ozonetel Integrates CloudAgent with Zoho CRM

A big part of improving the customer experience, regardless of whether you are an enterprise or a service provider, is breaking down the silos of customer information that exist inside an organization. Having a full view of the customer is important to customer lifecycle management and hence the overall customer experience. And, one of the big places to look for enhancing visibility into all things customer related is obviously tight integration with various capabilities with customer relationsh… [ Read More ]
11/21/2014

LiveVox Data Center to Bring Cloud Contact Center Capabilities to Canada

As financial results from various contact center and unified communications (UC) solutions providers continue to flow in for this quarter two things are becoming increasingly clear. First, is that those seeking to upgrade their customer experience capabilities are accelerating the adoption of the cloud and hybrid solutions as their preferred path. Second, is that North America continues to be the hotbed of this with not just the large U.S. market as a target of opportunity, but also the vibrant … [ Read More ]
11/21/2014

Contact Centers Join the Fight-JITC Certifies T-Metrics Contact Center on Microsoft Lync 2013

For the last 10 years, T-Metrics has designed, developed, and deployed numerous approved products on APLITS (Approved Products List Integrated Tracking System. As of today, T-Metrics is the only provider of contact center software that has been JITC certified to work on Microsoft Lync 2013, and their solution can be found on the Approved Products List (APL) for purchase by Department of Defense organizations at www.disa.mil/ucco. [ Read More ]
11/21/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!