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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)

2017 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) 2017 Contact Center Workforce Optimization Market Share Report
出版日期: 2017年06月07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 WFO market is at a critical turning point. Companies need WFO solutions to optimize and engage employees and to capture and analyze customer insights. The question is who they are going to buy these solutions from: WFO suite providers, best-of-breed vendors, contact center infrastructure providers, or others. The WFO sector is transforming, and future growth will depend on vendors adapting to changing market dynamics.

The growth rate of the overall WFO market between 2015 and 2016 was 1.6%. While slow, even for a mature sector, this is an improvement over the 5.7% contraction the market experienced between 2014 and 2015. (There were two primary drivers of the market shrinkage: NICE sold two business units, and DMG changed its method of accounting for Enghouse revenue. Without these two factors, the market would have increased by 4.8%.) Most of the growth in the WFO sector for the past 10 years has been inorganic, resulting from acquisitions that introduced new sources of revenue. While 2016 saw significant acquisition activity, it was too late in the year to make a substantial contribution to the market. This, along with the continued contraction of the security sector, explains the low growth rate for 2016.

Organic growth in the WFO market has been slow for years, as its core functionality, the recording and quality assurance (QA) segments, are highly penetrated. The complementary modules that comprise WFO suites include speech and text analytics, contact center performance management (CCPM), surveying/voice of the customer (VoC), workforce management (WFM), desktop analytics, gamification, coaching, eLearning and customer journey analytics. As all of these sectors are under-penetrated there is great potential to cross-sell these applications to contact centers as well as to open up new WFO opportunities.

The future of WFO lies in expanding its addressable market beyond the contact center. There is great potential to sell WFO applications to back-office departments throughout enterprises, which DMG estimates has 2.5 times more employees than the front office in the US alone. Many enterprise functions would benefit from WFO applications, including auditing, compliance, legal, branches, and field service and dispatch. Recording should be used to mitigate risk for all customer-related activities. Speech analytics should be used to capture insights and identify opportunities from all external-facing activities. Coaching and eLearning can help employees improve their performance. WFO solutions can be used throughout enterprises to build employee engagement, a particularly important goal for an increasingly Millennial-centric workforce. To achieve wider adoption, however, the vendors need to customize their solutions and their sales pitches to address the specific needs of the different functions within a company.

The broad applicability of WFO solutions throughout enterprises means that WFO solutions should be part of many software suites and sold by a variety of vendors. Contact center infrastructure vendors have seized on this opportunity, but enterprise resource planning (ERP), customer relationship management (CRM) and human resource information system (HRIS) providers are also viable candidates to sell WFO capabilities into non-contact center functions. It's time for the WFO vendors to rethink their sales models in order to broaden the addressable market for their solutions.

The 2017 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% of revenue is addressed in the “Other” category. The Report analyzes the financial performance of the top 24 vendors, including: 8x8, ASC, Aspect, Avaya, Calabrio, ComputerTel, Coordinated Systems, Inc., dvsAnalytics, Enghouse, Envision, Genesys, HigherGround, inContact (pre-acquisition), Interactive Intelligence (pre-acquisition), Mitel, NICE, OnviSource, OpenText (new to the 2017 Report), TelStrat, TantaComm, Verint, VirtualLogger, Xarios, and ZOOM International. (inContact, acquired by NICE on November 14, 2016, and Interactive Intelligence, purchased by Genesys as of December 1, 2016, are included on a pre-acquisition basis.)

Key Elements Of 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 analyses for recording and quality assurance/quality management, the two core applications in the WFO market
  • Growth comparisons analyzing 2015 and 2016 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 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 and Latin America (CALA)/Middle East and Africa (MEA) (combined), by vendor for each region
  • Back-office/branch revenue and market share analysis
  • Revenue source (hardware, license/software, cloud/hosted/software as a service (SaaS), and services) revenue and market share analysis, by vendor

Report Highlights:

  • The WFO market is mature and growth is slow: The growth rate between 2015 and 2016 for the overall WFO market on a total company GAAP basis was a modest 1.6%. Despite this slow performance, segments of the WFO market have performed well, as reflected by the 9.5% growth rate for both the contact center WFO and WFM sectors, and a 10.7% increase in the QA sector.
  • WFO vendors have a great opportunity to sell to a broader addressable market: The slow growth in the WFO market in 2016 is a call to action for the vendors. It's time for WFO vendors to open up sales to new people-intensive markets, specifically branch/retail outlets and back-office operating departments.
  • WFO vendors need to transform: WFO solutions have traditionally been sold on a “one size fits all” basis. In order to expand the use of WFO throughout enterprises, the vendors need to customize their applications and target their sales approaches. They also need to partner with ERP, CRM and HRIS suite providers.

SAMPLE FIGURE

Table of Contents

  • 1. Executive Summary
  • 2. Introduction
  • 3. Financial Information Sources
  • 4. Debates about Methodology
  • 5. DMG's Methodology
  • 6. 2016 Total Company GAAP Revenue and Market Share (all WFO-related vendors)
  • 7. 2016 Revenue and Market Share by Industry Category
  • 8. 2016 WFO and Recording Solutions Revenue and Market Share
  • 9. 2016 Total WFO and Recording Revenue and Market Share, Excluding Security-Related Solutions and Video
  • 10. 2016 Contact Center WFO Revenue and Market Share
  • 11. 2016 Quality Assurance/Quality Management Revenue and Market Share
  • 12. Total Company GAAP Revenue and Market Share, 2016 vs.2015 Comparison
  • 13. Total Company GAAP Revenue, 2016 vs.2015 Comparison
  • 14. Total Company GAAP Revenue Trends, 2012 - 2016
  • 15. Contact Center Workforce Optimization Revenue, 2016 vs.2015 Comparison
  • 16. Contact Center WFO Revenue Trends, 2012 - 2016
  • 17. 2016 WFO and Recording Solutions Revenue and Market Share by Application
  • 18. 2016 Total Voice Recording Revenue and Market Share
  • 19. 2016 Contact Center Recording Revenue and Market Share
  • 20. 2016 Non-Contact-Center Recording Revenue and Market Share
  • 21. 2016 Voice Recording Revenue and Market Share
  • 22. 2016 Total Workforce Management Revenue and Market Share
  • 23. 2016 Workforce Management Revenue and Market Share
  • 24. Revenue Trends by Geography, 2012 - 2016
  • 25. 2016 North America (US and Canada) Revenue and Market Share
  • 26. 2016 Europe Revenue and Market Share
  • 27. 2016 Asia-Pacific Revenue and Market Share
  • 28. 2016 Rest-of-World (CALA and MEA) Revenue and Market Share
  • 29. Revenue Trends by Vertical, 2012 - 2016
  • 30. 2016 Back-Office/Branch Revenue and Market Share
  • 31. 2016 Hardware Revenue and Market Share
  • 32. 2016 License/Software Revenue and Market Share
  • 33. 2016 Cloud/Hosted/Software-as-a-Service Revenue and Market Share
  • 34. 2016 Services Revenue and Market Share
  • 35. Revenue Source Analysis, 2016 vs.2015
  • 36. Revenue Source Trends, 2012 - 2016
  • 37. 2016 Direct Revenue and Market Share
  • 38. 2016 Indirect Revenue and Market Share
  • 39. Revenue by Sales Channel Analysis, 2016 vs.2015 Comparison
  • 40. Revenue by Sales Channel Trends, 2012 - 2016

TABLE OF FIGURES:

  • Figure 1: 2016 Total Company GAAP Revenue and Market Share (all WFO-related vendors)
  • Figure 2: 2016 Total Company GAAP Revenue Market Share
  • Figure 3: 2016 Revenue and Market Share by Industry Category
  • Figure 4: 2016 Market Share by Industry Category
  • Figure 5: 2016 WFO and Recording Solutions Revenue and Market Share
  • Figure 6: 2016 WFO and Recording Solutions Market Share
  • Figure 7: 2016 Total WFO and Recording Revenue and Market Share, Excluding Security and Video
  • Figure 8: 2016 WFO and Recording Market Share, Excluding Security and Video
  • Figure 9: 2016 Contact Center WFO Revenue and Market Share
  • Figure 10: 2016 WFO Contact Center Market Share
  • Figure 11: 2016 Quality Assurance/Quality Management Revenue and Market Share
  • Figure 12: 2016 Quality Assurance/Quality Management Market Share
  • Figure 13: Total Company GAAP Revenue and Market Share, 2016 vs. 2015 Comparison
  • Figure 14: Total Company GAAP Revenue, 2016 vs. 2015 Comparison
  • Figure 15: Total Company GAAP Revenue, 2016 vs. 2015 Comparison
  • Figure 16: Total Company GAAP Revenue Trend, 2012 - 2016
  • Figure 17: Total Company GAAP Revenue Trends, 2012 - 2016
  • Figure 18: Contact Center Workforce Optimization Revenue, 2016 vs. 2015 Comparison
  • Figure 19: Total Contact Center WFO Revenue, 2016 vs. 2015 Comparison
  • Figure 20: Contact Center WFO Revenue Trends, 2012 - 2016
  • Figure 21: Contact Center WFO Revenue Trends, 2012 - 2016
  • Figure 22: 2016 WFO and Recording Solutions Revenue and Market Share by Application
  • Figure 23: 2016 WFO Recording Solutions Revenue and Market Share by Application
  • Figure 24: WFO and Recording Solutions Revenue Trends by Application, 2012 - 2016
  • Figure 25: WFO and Recording Solutions Revenue Trends, 2012 - 2016
  • Figure 26: 2016 Total Voice Recording Revenue and Market Share
  • Figure 27: 2016 Total Voice Recording Market Share
  • Figure 28: 2016 Contact Center Recording Revenue and Market Share
  • Figure 29: 2016 Contact Center Recording Market Share
  • Figure 30: 2016 Non-Contact-Center Recording Revenue and Market Share
  • Figure 31: 2016 Non-Contact-Center Recording Market Share
  • Figure 32: 2016 Voice Recording Revenue and Market Share
  • Figure 33: 2016 Total Recording Revenue, Contact Center vs. Non-Contact-Center
  • Figure 34: 2016 Total Workforce Management Revenue and Market Share
  • Figure 35: 2016 Total Workforce Management Market Share
  • Figure 36: 2016 Workforce Management Revenue and Market Share
  • Figure 37: 2016 Workforce Management Revenue, Contact Center vs. Back-Office/Branch
  • Figure 38: Revenue Trends by Geography, 2012 - 2016
  • Figure 39: Revenue Trends by Geography, 2012 - 2016
  • Figure 40: 2016 North America (US and Canada) Revenue and Market Share
  • Figure 41: 2016 North America (US and Canada) Market Share
  • Figure 42: 2016 Europe Revenue and Market Share
  • Figure 43: 2016 Europe Market Share
  • Figure 44: 2016 Asia-Pacific Revenue and Market Share
  • Figure 45: 2016 Asia-Pacific Market Share
  • Figure 46: 2016 Rest-of-World (CALA & MEA) Revenue and Market Share
  • Figure 47: 2016 Rest-of-World (CALA and MEA) Market Share
  • Figure 48: Revenue Trends by Vertical, 2012 - 2016
  • Figure 49: Revenue Trend by Vertical, 2012 - 2016
  • Figure 50: 2016 Back-Office/Branch Revenue and Market Share
  • Figure 51: 2016 Back-Office/Branch Market Share
  • Figure 52: 2016 Hardware Revenue and Market Share
  • Figure 53: 2016 Hardware Market Share
  • Figure 54: 2016 License/Software Revenue and Market Share
  • Figure 55: 2016 License/Software Market Share
  • Figure 56: 2016 Cloud/Hosted/Software-as-a-Service (SaaS) Revenue and Market Share
  • Figure 57: 2016 Cloud/Hosted/SaaS Market Share
  • Figure 58: 2016 Services Revenue and Market Share
  • Figure 59: 2016 Services Market Share
  • Figure 60: Revenue Source Analysis, 2016 vs. 2015
  • Figure 61: Revenue Source Analysis, 2016 vs. 2015
  • Figure 62: Revenue Source Trends, 2012-2016
  • Figure 63: Revenue Source Market Share Trends Full Year 2012 - 2016
  • Figure 64: Revenue Source Trends, 2012 - 2016
  • Figure 65: 2016 Direct Revenue and Market Share
  • Figure 66: 2016 Direct Revenue Market Share
  • Figure 67: 2016 Indirect Revenue and Market Share
  • Figure 68: 2016 Indirect Revenue Market Share
  • Figure 69: Revenue by Sales Channel Analysis, 2016 vs. 2015 Comparison
  • Figure 70: Revenue by Sales Channel Analysis, 2016 vs. 2015 Comparison
  • Figure 71: Revenue by Sales Channel Trends, 2012 - 2016
  • Figure 72: Revenue as a Percentage of Sales Channel Trends, Full Year 2012 - 2016
  • Figure 73: Revenue by Sales Channel Trends, 2012 - 2016
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