客服中心WEM (工作人力參與度管理) 的市場佔有率:2023年

2023 Contact Center Workforce Engagement Management Market Share Report

出版日期: 2023年06月27日 | 出版商:

DMG Consulting LLC | 英文 | 商品交期: 最快1-2個工作天內

價格

簡介目錄圖表

WEM（勞動力敬業度管理）套件市場具有很強的彈性，無論順境還是逆境都表現出強勁的增長。WEM 套件供應商報告稱，2022 年聯絡中心銷售額為 23.959 億美元，比 2021 年的 22.369 億美元增長 7.1%。

供應商正在跨 WEM 平台嵌入人工智能和自動化。人工智能（包括生成式人工智能）正在支持新一代 WEM 平台，改善客戶和員工體驗 (CX/EX)，同時組織提高生產力。生成式人工智能有望推動大規模創新並進一步振興 WEM 格局。

本報告提供客服中心WEM (工作人力參與度管理) 的市場調查，彙整主要供應商的收益，市場佔有率，各種區分·各地區的詳細分析等資訊。

8x8
Alvaria
ASC
Avaya
Calabrio
DVSAnalytics
Eleveo
Enghouse
Envision
Five9

Genesys
Lifesize
Mitel
NICE
OnviSource
OpenText
Playvox
Verint
Xarios
其他 (收益0.6％分)

1.摘要整理
2.簡介
3.財務資訊的醬汁(來源)
4.調查手法相關討論
5.DMG的調查手法
6.企業的AAP收益·市場佔有率 (全部的WEM相關供應商)
7.WEM解決方案的收益·市場佔有率
8.客服中心WEM的收益·市場佔有率
9.品管的收益·市場佔有率
10.企業的GAAP收益·市場佔有率:2022年·2021年的比較
11.企業的GAAP收益總合:2022年·2021年的比較
12.企業的GAAP收益趨勢，2018年～2022年
13.客服中心WEM的收益:2022年·2021年的比較
14.客服中心WEM的收益趨勢:2018～2022年
15.WEM解決方案的收益·市場佔有率 (各用途)
16.總收益·市場佔有率
17.客服中心的收益·市場佔有率的記錄
18.非客服中心的收益·市場佔有率的記錄
19.收益·市場佔有率的記錄
20.人力資源管理各部門的總收益·市場佔有率
21.人力資源管理各部門的收益·市場佔有率
22.各地區的WEM收益趨勢:2018～2022年
23.北美 (美國·加拿大) 的收益·市場佔有率
24.歐洲的收益·市場佔有率
25.亞太地區的收益·市場佔有率
26.其他地區 (中南美·中東·非洲) 的收益·市場佔有率
27.各產業收益趨勢:2018～2022年
28.後勤部門/分店的收益·市場佔有率
29.硬體設備的收益·市場佔有率
30.許可證/軟體的收益·市場佔有率
31.雲端/託管/SaaS (Software-as-a-Service) 的收益·市場佔有率
32.服務的收益·市場佔有率
33.收益來源分析:2022年 vs 2021年
34.收益來源趨勢:2018～2022年
35.直接收益·市場佔有率
36.間接收益·市場佔有率
37.各銷售管道的收益分析:2022年·2021年的比較
38.各銷售管道的收益趨勢:2018～2022年

簡介目錄圖表

Much has changed in the world, economy, businesses, and contact centers since Workforce Engagement Management (WEM) suites' two core components, recording and quality management, were introduced to the market, but the need for these suites' capabilities continues to grow as organizations transform.

WEM vendors are converting their suites into more open and flexible platforms that can align their capabilities with the ever-evolving needs of the fast-paced contact center market.

KEY TAKEAWAYS

The WEM suite market is highly resilient: Performing well in both good and tough economic times, WEM suite vendors generated sales of $2,395.9 million in 2022 from sales to contact centers; this is an increase of 7.1% from $2,236.9 million in 2021.

Vendors are embedding artificial intelligence (AI) and automation throughout their WEM platforms: AI, including generative AI, is enabling a new generation of WEM platforms that help organizations improve the customer and employee experience (CX and EX) while improving productivity. Generative AI is going to drive massive innovation and further reinvigorate the WEM landscape.

Contact center as a service (CCaaS) providers have become the "sales channel" of choice for WEM solutions: Enterprises are purchasing WEM solutions from their CCaaS providers in order to simplify technology acquisition, application integration, and the ongoing management of their contact center systems.

The total addressable market (TAM) for WEM suite providers is large and growing: Selling integrated WEM applications with CCaaS platforms represents billions of dollars in revenue for the CCaaS and WEM vendors, but this is small compared to the opportunity to sell purpose-built offerings into back-office and branch operations.

The Report provides a detailed breakdown and analysis of contact center WEM suite revenue for 19 leading and contending vendors:

8x8
Alvaria
ASC
Avaya (high-level revenue only)
Calabrio
DVSAnalytics
Eleveo
Enghouse
Envision
Five9

Genesys
Lifesize
Mitel
NICE
OnviSource
OpenText
Playvox
Verint
Xarios
Other (0.6% of revenue)

WEM Vendor Performance

Total GAAP revenue for the WEM suite vendors in fiscal 2022 was $4,325.9 million, up a very strong 10.0% from 2021. Double-digit year-over-year increases are good for any contact center IT sector, especially one as mature as WEM.

The substantial revenue increase reflects the strong performance and innovation coming from the WEM competitors who continue to deliver solutions that enterprise clients find compelling and valuable.

Included in the Report:

DMG presents and analyzes WEM market revenue at the highest level, total company, then breaks it down into multiple views. The report analyzes revenue and market share by vendor, sector, application, geography, sales model, vertical (contact center, back-office/branch, first responders, financial trading, dispatch, air traffic control), and more. Key components of the report include:

Total company GAAP revenue and market share analysis for all vendors who sell WEM suites

Detailed analyses of WEM revenue and market share

Revenue and market share analyses for recording and QM

Year-over-year comparisons and analysis of 2021 and 2022 revenue and market share for total company on a GAAP, contact center WEM, revenue source, and sales-channel basis

Revenue trend analyses for total company GAAP, contact center WEM, geography, vertical, revenue source, and sales channel for the 5-year period from 2018 - 2022

Five-year revenue trends by application for 14 WEM sectors

Geographical analyses of revenue and market share by vendor and region for North America, Europe, Asia Pacific, and "Rest of World" (Caribbean and Latin America (CALA), plus Middle East and Africa (MEA))

Revenue and market share by vendor and revenue source (license/software, cloud/hosted/software as a service (SaaS), services, and hardware)

Revenue and market share analysis by vendor, based on sales model

DMG Consulting LLC's “Contact Center Workforce Engagement Management Market Share Report”, formerly the Contact Center Workforce Optimization/Workforce Engagement Management Market Share Report, provides an authoritative analysis of revenue, market share, and performance for the estimated 36 worldwide WEM suite vendors in calendar year 2022, based on DMG Consulting's in-depth coverage of this market for the past two decades.

1. Executive Summary
2. Introduction
3. Financial Information Sources
4. Debates about Methodology
5. DMG's Methodology
6. 2022 Total Company GAAP Revenue and Market Share (all WEM-related vendors)
7. 2022 WEM Solutions Revenue and Market Share
8. 2022 Contact Center WEM Revenue and Market Share
9. 2022 Quality Management Revenue and Market Share
10. Total Company GAAP Revenue and Market Share, 2022 vs. 2021 Comparison
11. Total Company GAAP Revenue, 2022 vs. 2021 Comparison
12. Total Company GAAP Revenue Trends, 2018 - 2022
13. Contact Center Workforce Engagement Management Revenue, 2022 vs. 2021 Comparison
14. Contact Center WEM Revenue Trends, 2018 - 2022
15. 2022 WEM Solutions Revenue and Market Share, by Application
16. 2022 Total Recording Revenue and Market Share
17. 2022 Contact Center Recording Revenue and Market Share
18. 2022 Non-Contact-Center Recording Revenue and Market Share
19. 2022 Recording Revenue and Market Share
20. 2022 Total Workforce Management Revenue and Market Share
21. 2022 Workforce Management Revenue and Market Share by Segment
22. WEM Revenue Trends by Geography, 2018 - 2022
23. 2022 North America (US and Canada) Revenue and Market Share
24. 2022 Europe Revenue and Market Share
25. 2022 Asia-Pacific Revenue and Market Share
26. 2022 Rest-of-World (CALA and MEA) Revenue and Market Share
27. Revenue Trends by Vertical, 2018 - 2022
28. 2022 Back-Office/Branch Revenue and Market Share
29. 2022 Hardware Revenue and Market Share
30. 2022 License/Software Revenue and Market Share
31. 2022 Cloud/Hosted/Software-as-a-Service Revenue and Market Share
32. 2022 Services Revenue and Market Share
33. Revenue Source Analysis, 2022 vs. 2021
34. Revenue Source Trends, 2018 - 2022
35. 2022 Direct Revenue and Market Share
36. 2022 Indirect Revenue and Market Share
37. Revenue by Sales Channel Analysis, 2022 vs. 2021 Comparison
38. Revenue by Sales Channel Trends, 2018 - 2022

簡介目錄圖表

Table of Figures

Figure 1: 2022 Total Company GAAP Revenue and Market Share (all WEM-related vendors)
Figure 2: 2022 Total Company GAAP Revenue Market Share
Figure 3: 2022 WEM Solutions Revenue and Market Share
Figure 4: 2022 WEM Solutions Market Share
Figure 5: 2022 Contact Center WEM Revenue and Market Share
Figure 6: 2022 Contact Center WEM Market Share
Figure 7: 2022 Quality Management Revenue and Market Share
Figure 8: 2022 Quality Management Market Share
Figure 9: Total Company GAAP Revenue and Market Share, 2022 vs. 2021 Comparison
Figure 10: Total Company GAAP Revenue, 2022 vs. 2021 Comparison
Figure 11: Total Company GAAP Revenue, 2022 vs. 2021 Comparison
Figure 12: Total Company GAAP Revenue Trends, 2018 - 2022
Figure 13: Total Company GAAP Revenue Trends, 2018 - 2022
Figure 14: Contact Center Workforce Engagement Management, 2022 vs. 2021 Comparison
Figure 15: Total Contact Center WEM Revenue, 2022 vs. 2021 Comparison
Figure 16: Contact Center WEM Revenue Trends, 2018 - 2022
Figure 17: Contact Center WEM Revenue Trends, 2018 - 2022
Figure 18: 2022 WEM Solutions Revenue and Market Share by Application
Figure 19: 2022 WEM Solutions Revenue and Market Share by Application
Figure 20: WEM Solutions Revenue Trends by Application, 2018 - 2022
Figure 21: WEM Solutions Revenue Trends, 2018 - 2022
Figure 22: 2022 Total Recording Revenue and Market Share
Figure 23: 2022 Total Recording Market Share
Figure 24: 2022 Contact Center Recording Revenue and Market Share
Figure 25: 2022 Contact Center Recording Market Share
Figure 26: 2022 Non-Contact-Center Recording Revenue and Market Share
Figure 27: 2022 Non-Contact-Center Recording Market Share
Figure 28: 2022 Recording Revenue and Market Share
Figure 29: 2022 Total Recording Revenue, Contact Center vs. Non-Contact-Center
Figure 30: 2022 Total Workforce Management Revenue and Market Share
Figure 31: 2022 Total Workforce Management Market Share
Figure 32: 2022 Workforce Management Revenue and Market Share
Figure 33: 2022 Workforce Management Revenue, Contact Center vs. Back-Office/Branch
Figure 34: Revenue Trends by Geography, 2018 - 2022
Figure 35: Revenue Trends by Geography, 2018 - 2022
Figure 36: 2022 North America (US and Canada) Revenue and Market Share
Figure 37: 2022 North America (US and Canada) Market Share
Figure 38: 2022 Europe Revenue and Market Share
Figure 39: 2022 Europe Market Share
Figure 40: 2022 Asia-Pacific Revenue and Market Share
Figure 41: 2022 Asia-Pacific Market Share
Figure 42: 2022 Rest-of-World (CALA and MEA) Revenue and Market Share
Figure 43: 2022 Rest-of-World (CALA and MEA) Market Share
Figure 44: Revenue Trends by Vertical, 2018 - 2022
Figure 45: Revenue Trends by Vertical, 2018 - 2022
Figure 46: 2022 Back-Office/Branch Revenue and Market Share
Figure 47: 2022 Back-Office/Branch Market Share
Figure 48: 2022 Hardware Revenue and Market Share
Figure 49: 2022 Hardware Market Share
Figure 50: 2022 License/Software Revenue and Market Share
Figure 51: 2022 License/Software Market Share
Figure 52: 2022 Cloud/Hosted/Software-as-a-Service (SaaS) Revenue and Market Share
Figure 53: 2022 Cloud/Hosted/SaaS Market Share
Figure 54: 2022 Services Revenue and Market Share
Figure 55: 2022 Services Market Share
Figure 56: Revenue Source Analysis, 2022 vs. 2021
Figure 57: Revenue Source Analysis, 2022 vs. 2021
Figure 58: Revenue Source Trends, 2018 - 2022
Figure 59: Revenue Source Market Share Trends Full Year 2018 - 2022
Figure 60: Revenue Source Trends, 2018 - 2022
Figure 61: 2022 Direct Revenue and Market Share
Figure 62: 2022 Direct Revenue Market Share
Figure 63: 2022 Indirect Revenue and Market Share
Figure 64: 2022 Indirect Revenue Market Share
Figure 65: Revenue by Sales Channel Analysis, 2022 vs. 2021 Comparison
Figure 66: Revenue by Sales Channel Analysis, 2022 vs. 2021 Comparison
Figure 67: Revenue by Sales Channel Trends, 2018 - 2022
Figure 68: Revenue as a Percentage of Sales Channel Trends, Full Year 2018 - 2022
Figure 69: Revenue by Sales Channel Trends, 2018 - 2022