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市場調查報告書

客服中心人力資源優化 (WFO) 市場佔有率報告 (2015年)

2016 Contact Center Workforce Optimization Market Share Report

出版商 DMG Consulting LLC 商品編碼 247390
出版日期 內容資訊 英文
商品交期: 最快1-2個工作天內
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客服中心人力資源優化 (WFO) 市場佔有率報告 (2015年) 2016 Contact Center Workforce Optimization Market Share Report
出版日期: 2016年05月24日 內容資訊: 英文
簡介

基於GAAP (一般會計原則)的客服中心WFO (人力資源優化) 市場企業總收益在2014年達到36億6090萬美元,比前一年(32億5290萬美元)增加了12.5%。業界內部及鄰接領域的企業合併、收購(M&A)活絡化、業界大型化等,是推動該成長的原因之一。WFO供應商也積極在發展一般認為已成熟化的部門(記錄 (錄音),人力資源管理等)的投資,還有客戶經驗的改善。

本報告提供全球客服中心人力資源優化 (以下簡稱WFO) 市場相關分析,提供您WFO市場整體收益額和市場佔有率 (今後5年份的預測值),基於GAAP (一般會計原則) 的各情形詳細趨勢,彙整各用途 (客服中心/其他)·各地區·引進方式 (雲端/託管/SaaS) 的詳細趨勢,銷售管道結構的資訊,為您概述為以下內容。

目錄

  • 摘要整理
  • 簡介
  • 財務資訊的資訊來源
  • 調查手法相關的議論
  • 調查手法
  • GAAP (一般會計原則) 的企業總收益·市場佔有率 (所有WFO相關供應商)
  • 收益·市場佔有率,各產業分類
  • WFO及記錄解決方案的收益額·市場佔有率
  • WFO及記錄解決方案的收益額·市場佔有率 (影片記錄/非客服中心部門除外)
  • 客服中心WFO的收益額·市場佔有率
  • 品質保證/品管的收益額·市場佔有率
  • GAAP的企業的總收益·市場佔有率 (與上年度的比較)
  • GAAP的企業的總收益 (與上年度的比較)
  • GAAP的企業的總收益趨勢 (過去5年份)
  • 客服中心WFO的收益額 (與上年度的比較)
  • 客服中心WFO的收益額趨勢 (過去5年份)
  • WFO及記錄解決方案的收益額·市場佔有率:各用途
  • 語音記錄的總收益·市場佔有率
  • 客服中心用記錄相關的收益額·市場佔有率
  • 客服中心以外用的記錄相關的收益額·市場佔有率
  • 語音記錄的收益額·市場佔有率
  • 人力資源管理的總收益·市場佔有率
  • 人力資源管理的收益額·市場佔有率
  • 各地區的收益趨勢 (過去5年份)
  • 北美 (美國·加拿大) 的收益額·市場佔有率
  • 歐洲的收益額·市場佔有率
  • 亞太地區的收益額·市場佔有率
  • 其他各國 (中南美,中東·非洲) 的收益額·市場佔有率
  • 各產業收益趨勢 (過去5年份)
  • 後勤部門/分店的收益額·佔有率
  • 硬體設備的收益額·市場佔有率
  • 許可證/軟體的收益額·市場佔有率
  • 雲端/託管/SaaS的收益額·市場佔有率
  • 業務收益·市場佔有率
  • 收益來源分析 (最新趨勢)
  • 收益來源趨勢 (過去5年份)
  • 直接的收益額與市場佔有率
  • 間接的收益額與市場佔有率
  • 各銷售管道的收益額分析 (與上年度的比較)
  • 各銷售管道的收益額趨勢 (過去6年份)

圖表

本網頁內容可能與最新版本有所差異。詳細情況請與我們聯繫。

目錄

The "go-to" resource for vendors and investors who want to understand the financial performance of the dynamic workforce optimization (WFO) market and its competitors, and to assess what to expect in the future.

Renowned for in-depth and trusted analysis of the WFO sector

The 2016 Contact Center Workforce Optimization Market Share Report. Our 13th annual edition, addresses revenue for fiscal 2015, and provides an in-depth and insightful analysis of the financial performance of the leading and contending WFO suite providers, applications and sectors. This Report provides the most accurate and comprehensive coverage of this technology segment, which after 20 years of remarkable growth, is showing its maturity.

2015 was a transformative year for the WFO market. The dynamics are changing, producing great opportunity for emerging competitors. A growing number of enterprises are seeking to purchase WFO capabilities from their contact center infrastructure vendor in order to provide seamless integration with other systems and to simplify the operating environment. Another significant trend is the move toward cloud-based solutions. A sector that shows significant opportunity for WFO growth is the branch/back-office market.

The 2016 Contact Center Workforce Optimization Market Share Report provides a detailed analysis of 99.3% of the revenue for the vendors in the WFO market; the remaining 0.7% is addressed in the "Other" category. The Report analyzes the financial performance of the top 27 vendors, including: ASC, Aspect, Avaya, Cacti, Calabrio, ComputerTel, Coordinated Systems, Inc., dvsAnalytics, 8x8, Enghouse, Envision, Genesys, HP WFO Software, HigherGround, inContact, Interactive Intelligence, Mitel, NICE, OnviSource, TelStrat, TantaComm, Verint, VirtualLogger, VPI, West Corporation, Xarios, and ZOOM International Revenue for Avaya and Genesys is included at the WFO level, but not in the detailed analyses.

Key Reasons to Buy this Report:

  • Total company GAAP revenue and market share analysis for all vendors who sell workforce optimization suites for contact centers and other uses
  • Revenue analysis for the two primary industry categories: enterprise and security
  • Drill-down analyses of WFO market revenue and market share, from total company to contact-center-only views of the data
  • Revenue and market share for 2015 for recording and quality assurance/quality management, the two core applications in the WFO market
  • Revenue and market share for 2015 for the WFM sector
  • Growth comparisons analyzing 2014 and 2015 revenue and market share for total company on a GAAP, contact center WFO, revenue source and sales channel basis
  • Five-year revenue trend analyses for total company revenue based on GAAP, contact center WFO, geography, vertical, revenue source and sales channel
  • Five-year revenue trends by application for the 14 workforce optimization segments, including recording (contact center, non-contact-center and video), quality management/assurance, workforce management (contact center and non-contact-center), speech analytics, performance management, surveying/voice of the customer, desktop analytics, text analytics, coaching, eLearning and gamification
  • Geographical analysis of revenue and market share for North America, Europe, Asia Pacific, and Caribbean & Latin America (CALA)/Middle East & Africa (MEA) (combined), by vendor for each region
  • Back-office/branch 2015 revenue and market share analysis
  • Cloud revenue and market share analysis for 2015

Table of Contents

  • 1. Executive Summary
  • 2. Introduction
  • 3. Financial Information Sources
  • 4. Debates about Methodology
  • 5. Methodology
  • 6. 2015 Total Company GAAP Revenue and Market Share (all WFO-related vendors)
  • 7. 2015 Revenue and Market Share by Industry Category
  • 8. 2015 WFO and Recording Solutions Revenue and Market Share
  • 9. 2015 Total WFO and Recording Revenue and Market Share, Excluding Security (Intercept and Defense, and Video) Recording
  • 10. 2015 Contact Center WFO Revenue and Market Share
  • 11. 2015 Quality Assurance/Quality Management Revenue and Market Share
  • 12. Total Company GAAP Revenue and Market Share, 2014 vs. 2015 Comparison
  • 13. Total Company GAAP Revenue, 2015 vs. 2014 Comparison
  • 14. Total Company GAAP Revenue Trends, 2011 - 2015
  • 15. Contact Center Workforce Optimization Revenue, 2015 vs. 2014 Comparison
  • 16. Contact Center WFO Revenue Trends, 2011 - 2015
  • 17. 2015 WFO and Recording Solutions Revenue and Market Share by Application
  • 18. 2015 Total Voice Recording Revenue and Market Share
  • 19. 2015 Contact Center Recording Revenue and Market Share
  • 20. 2015 Non-Contact-Center Recording Revenue and Market Share
  • 21. 2015 Voice Recording Revenue and Market Share
  • 22. 2015 Total Workforce Management Revenue and Market Share
  • 23. 2015 Workforce Management Revenue and Market Share
  • 24. Revenue Trends by Geography, 2011 - 2015
  • 25. 2015 North America (US and Canada) Revenue and Market Share
  • 26. 2015 Europe Revenue and Market Share
  • 27. 2015 Asia-Pacific Revenue and Market Share
  • 28. 2015 Rest-of-World (CALA and MEA) Revenue and Market Share
  • 29. Revenue Trends by Vertical, 2011 - 2015
  • 30. 2015 Back-Office/Branch Revenue and Market Share
  • 31. 2015 Hardware Revenue and Market Share
  • 32. 2015 License/Software Revenue and Market Share
  • 33. 2015 Cloud/Hosted/Software-as-a-Service (SaaS) Revenue and Market Share
  • 34. 2015 Services Revenue and Market Share
  • 35. Revenue Source Analysis, 2015 vs. 2014
  • 36. Revenue Source Trends, 2011 - 2015
  • 37. 2015 Direct Revenue and Market Share
  • 38. 2015 Indirect Revenue and Market Share
  • 39. Revenue by Sales Channel Analysis, 2015 vs. 2014 Comparison
  • 40. Revenue by Sales Channel Trends, 2011 - 2015

Table of Figures

  • Figure 1: 2015 Total Company GAAP Revenue and Market Share (all WFO-related vendors)
  • Figure 2: 2015 Total Company GAAP Revenue Market Share
  • Figure 3: 2015 Revenue and Market Share by Industry Category
  • Figure 4: 2015 Market Share by Industry Category
  • Figure 5: 2015 WFO and Recording Solutions Revenue and Market Share
  • Figure 6: 2015 WFO and Recording Solutions Market Share
  • Figure 7: 2015 Total WFO and Recording Revenue and Market Share,Excluding Security (Intercept and Defense, and Video) Recording
  • Figure 8: 2015 WFO and Recording Market Share, Excluding Security - Intercept and Defense and Security - Video Recording
  • Figure 9: 2015 Contact Center WFO Revenue and Market Share
  • Figure 10: 2015 WFO Contact Center Market Share
  • Figure 11: Avaya WFO Revenue Trend
  • Figure 12: 2015 Quality Assurance/Quality Management Revenue and Market Share
  • Figure 13: 2015 Quality Assurance/Quality Management Market Share
  • Figure 14: Total Company GAAP Revenue and Market Share, 2015 vs. 2014 Comparison
  • Figure 15: Total Company GAAP Revenue, 2015 vs. 2014 Comparison
  • Figure 16: Total Company GAAP Revenue, 2015 vs. 2014 Comparison
  • Figure 17: Total Company GAAP Revenue Trend, 2011 - 2015
  • Figure 18: Total Company GAAP Revenue Trends, 2011 - 2015
  • Figure 19: Contact Center Workforce Optimization Revenue, 2015 vs. 2014 Comparison
  • Figure 20: Total Contact Center WFO Revenue, 2015 vs. 2014 Comparison
  • Figure 21: Contact Center WFO Revenue Trends, 2011 - 2015
  • Figure 22: Contact Center WFO Revenue Trends, 2011 - 2015
  • Figure 23: 2015 WFO and Recording Solutions Revenue and Market Share by Application
  • Figure 24: 2015 WFO Recording Solutions Revenue and Market Share by Application
  • Figure 25: WFO and Recording Solutions Revenue Trends by Application, 2011 - 2015
  • Figure 26: WFO and Recording Solutions Revenue Trends, 2011 - 2015
  • Figure 27: 2015 Total Voice Recording Revenue and Market Share
  • Figure 28: 2015 Total Voice Recording Market Share
  • Figure 29: 2015 Contact Center Recording Revenue and Market Share
  • Figure 30: 2015 Contact Center Recording Market Share
  • Figure 31: 2015 Non-Contact-Center Recording Revenue and Market Share
  • Figure 32: 2015 Non-Contact-Center Recording Market Share
  • Figure 33: 2015 Voice Recording Revenue and Market Share
  • Figure 34: 2015 Total Recording Revenue, Contact Center vs. Non-Contact-Center
  • Figure 35: 2015 Total Workforce Management Revenue and Market Share
  • Figure 36: 2015 Total Workforce Management Market Share
  • Figure 37: 2015 Workforce Management Revenue and Market Share
  • Figure 38: 2015 Workforce Management Revenue, Contact Center vs. Back-Office/Branch
  • Figure 39: Revenue Trends by Geography, 2011 - 2015
  • Figure 40: Revenue Trends by Geography, 2011 - 2015
  • Figure 41: 2015 North America (US and Canada) Revenue and Market Share
  • Figure 42: 2015 North America (US and Canada) Market Share
  • Figure 43: 2015 Europe Revenue and Market Share
  • Figure 44: 2015 Europe Market Share
  • Figure 45: 2015 Asia-Pacific Revenue and Market Share
  • Figure 46: 2015 Asia-Pacific Market Share
  • Figure 47: 2015 Rest-of-World (CALA & MEA) Revenue and Market Share
  • Figure 48: 2015 Rest-of-World (CALA and MEA) Market Share
  • Figure 49: Revenue Trends by Vertical, 2011 - 2015
  • Figure 50: Revenue Trend by Vertical, 2011 - 2015
  • Figure 51: 2015 Back-Office/Branch Revenue and Market Share
  • Figure 52: 2015 Back-Office/Branch Market Share
  • Figure 53: 2015 Hardware Revenue and Market Share
  • Figure 54: 2015 Hardware Market Share
  • Figure 55: 2015 License/Software Revenue and Market Share
  • Figure 56: 2015 License/Software Market Share
  • Figure 57: 2015 Cloud/Hosted/Software-as-a-Service (SaaS) Revenue and Market Share
  • Figure 58: 2015 Cloud/Hosted/SaaS Market Share
  • Figure 59: 2015 Services Revenue and Market Share
  • Figure 60: 2015 Services Market Share
  • Figure 61: Revenue Source Analysis, 2015 vs. 2014
  • Figure 62: Revenue Source Analysis, 2015 vs. 2014
  • Figure 63: Revenue Source Trends, 2011 - 2015
  • Figure 64: Revenue Source Market Share Trends Full Year 2011 - 2015
  • Figure 65: Revenue Source Trends, 2011 - 2015
  • Figure 66: 2015 Direct Revenue and Market Share
  • Figure 67: 2015 Direct Revenue Market Share
  • Figure 68: 2015 Indirect Revenue and Market Share
  • Figure 69: 2015 Indirect Revenue Market Share
  • Figure 70: Revenue by Sales Channel Analysis, 2015 vs. 2014 Comparison
  • Figure 71: Revenue by Sales Channel Analysis, 2015 vs. 2014 Comparison
  • Figure 72: Revenue by Sales Channel Trends, 2011 - 2015
  • Figure 73: Revenue as a Percentage of Sales Channel Trends, Full Year 2011 - 2015
  • Figure 74: Revenue by Sales Channel Trends, 2011 - 2015
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