2015 Contact Center Workforce Optimization Market Share Report

Transcription

1 Brochure More information from Contact Center Workforce Optimization Market Share Report Description: An established and trusted resource for the past 12 years, the annual Contact Center Workforce Optimization Market Share Report is essential 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. The 12th annual edition of the industry-leading Contact Center Workforce Optimization Market Share Report provides an in-depth analysis of the WFO suite providers, applications and market sectors for fiscal This authoritative resource is the most comprehensive quantitative analysis of the WFO sector, providing a detailed look at 99.3% of revenue for the vendors in the WFO market, with the remaining 0.7% of revenue addressed in the "Other" category. The Report analyzes total company revenue and market share for the top 28 vendors: ASC, Aspect, Avaya, Cacti, Calabrio, ComputerTel, Coordinated Systems, Inc., CTI Group, dvsanalytics, Enghouse, Envision, Genesys, HP WFO Software, HigherGround, incontact (who acquired Uptivity), Interactive Intelligence, KnoahSoft, Magnetic North, Mitel (who acquired OAISYS), NICE, OnviSource, TelStrat, TantaComm, Verint, VirtualLogger, VPI, Xarios, and ZOOM International. Revenue for Avaya and Genesys is included at a high level to illustrate the impact of contact center infrastructure vendors on the market. Report Highlights: - The WFO market delivered strong results in 2014: The total company GAAP revenue of the WFO market reached $3,660.9 million in 2014; this number represents an increase of 12.5% from $3,252.9 million in fiscal The contact center segment of the WFO market accounted for 38.3% of the total WFO revenue in 2014, a decrease from 41.5% in 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. - Back-office and branch WFO solutions are improving: Some of the front-office WFO vendors are finally making progress in opening up the opportunity in the area of back offices and branch environments. Backoffice and branch WFM solutions saw sales grow by 16.1%, from $33 million in fiscal 2013 to $38.3 million in 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. Key Reasons to Buy this Report: - Total company 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 market revenue and market share, from total company to contact-center-only views of the data - Revenue and market share for 2014 by application for recording and quality management, the two core applications in the WFO market - Revenue and market share for 2014 for the workforce management sector - Five-year revenue trend analyses for total company revenue based on generally accepted accounting principles (GAAP), contact center WFO, geography and vertical, revenue source and sales channel - Growth comparisons analyzing 2013 and 2014 revenue and market share for total company on a GAAP, contact center WFO, revenue source and sales channel basis - Five-year revenue trends by application for all workforce optimization segments, including recording (contact center, non-contact center and video), quality management/quality assurance, workforce management (contact center and non-contact center), speech analytics, performance management, surveying, desktop analytics, text analytics, coaching and elearning - 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 - Revenue and market share for 2014 for hardware, software and professional services, for the market and by vendor

2 - Cloud-based revenue and market share analysis for 2014, by vendor Contents: 1. Executive Summary 2. Introduction 3. Financial Information Sources 4. Debates about Methodology 5. Methodology 5.1 WFO Market Impact of the Verint Acquisition of KANA Total Company GAAP Revenue and Market Share (all WFO-related vendors) Revenue and Market Share by Industry Category WFO and Recording Solutions Revenue and Market Share Total WFO and Recording Revenue and Market Share, Excluding Video and Non-Contact-Center Recording Contact Center WFO Revenue and Market Share Quality Assurance/Quality Management Revenue and Market Share 12. Total Company GAAP Revenue and Market Share, 2014 vs Comparison 13. Total Company GAAP Revenue, 2014 vs Comparison 14. Total Company GAAP Revenue Trends, Contact Center Workforce Optimization Revenue, 2014 vs Comparison 16. Contact Center WFO Revenue Trends, WFO and Recording Solutions Revenue and Market Share by Application Total Voice Recording Revenue and Market Share Contact Center Recording Revenue and Market Share Non-Contact-Center Recording Revenue and Market Share Voice Recording Revenue and Market Share Total Workforce Management Revenue and Market Share Workforce Management Revenue and Market Share 24. Revenue Trends by Geography, North America (US and Canada) Revenue and Market Share Europe Revenue and Market Share Asia-Pacific Revenue and Market Share Rest-of-World (CALA and MEA) Revenue and Market Share 29. Revenue Trends by Vertical, Back-Office/Branch Revenue and Market Share Hardware Revenue and Market Share License/Software Revenue and Market Share Cloud/Hosted/Software-as-a-Service (SaaS) Revenue and Market Share Services Revenue and Market Share 35. Revenue Source Analysis, 2014 vs Revenue Source Trends, Direct Revenue and Market Share Indirect Revenue and Market Share 39. Revenue by Sales Channel Analysis, 2014 vs Comparison 40. Revenue by Sales Channel Trends, List of Figures: Figure 1: 2014 Total Company GAAP Revenue and Market Share (all WFO-related vendors) Figure 2: 2014 Total Company GAAP Revenue Market Share Figure 3: 2014 Revenue and Market Share by Industry Category Figure 4: 2014 Market Share by Industry Category Figure 5: 2014 WFO and Recording Solutions Revenue and Market Share Figure 6: 2014 WFO and Recording Solutions Market Share Figure 7: 2014 Total WFO and Recording Revenue and Market Share, Excluding Video and Non-Contact- Center Recording Figure 8: 2014 WFO and Recording Market Share, Excluding Video and Non-Contact-Center Recording Figure 9: 2014 Contact Center WFO Revenue and Market Share Figure 10: Avaya WFO Revenue Trend 1 (Dollars in Millions) Figure 11: 2014 WFO Contact Center Market Share Figure 12: 2014 Quality Assurance/Quality Management Revenue and Market Share Figure 13: 2014 Quality Assurance/Quality Management Market Share Figure 14: Total Company GAAP Revenue and Market Share, 2014 vs Comparison Figure 15: Total Company GAAP Revenue, 2014 vs Comparison

3 Figure 16: Total Company GAAP Revenue, 2014 vs Comparison Figure 17: Total Company GAAP Revenue Trend, Figure 18: Total Company GAAP Revenue Trends, Figure 19: Contact Center Workforce Optimization Revenue, 2014 vs Comparison Figure 20: Total Contact Center WFO Revenue, 2014 vs Comparison Figure 21: Contact Center WFO Revenue Trends, Figure 22: Contact Center WFO Revenue Trends, Figure 23: 2014 WFO and Recording Solutions Revenue and Market Share by Application Figure 24: 2014 WFO and Recording Solutions Market Share by Application Figure 25: WFO and Recording Solutions Revenue Trends by Application, Figure 26: WFO and Recording Solutions Revenue Trends, Figure 27: 2014 Total Voice Recording Revenue and Market Share Figure 28: 2014 Total Voice Recording Market Share Figure 29: 2014 Contact Center Recording Revenue and Market Share Figure 30: 2014 Contact Center Recording Market Share Figure 31: 2014 Non-Contact-Center Recording Revenue and Market Share Figure 32: 2014 Non-Contact-Center Recording Market Share Figure 33: 2014 Voice Recording Revenue and Market Share Figure 34: 2014 Total Recording Revenue, Contact Center vs. Non-Contact-Center Figure 35: 2014 Total Workforce Management Revenue and Market Share Figure 36: 2014 Total Workforce Management Market Share Figure 37: 2014 Workforce Management Revenue and Market Share Figure 38: 2014 Workforce Management Revenue, Contact Center vs. Back-Office/Branch Figure 39: Revenue Trends by Geography, Figure 40: Revenue Trends by Geography, Figure 41: 2014 North America (US and Canada) Revenue and Market Share Figure 42: 2014 North America (US and Canada) Market Share Figure 43: 2014 Europe Revenue and Market Share Figure 44: 2014 Europe Market Share Figure 45: 2014 Asia-Pacific Revenue and Market Share Figure 46: 2014 Asia-Pacific Market Share Figure 47: 2014 Rest-of-World (CALA & MEA) Revenue and Market Share Figure 48: 2014 Rest-of-World (CALA and MEA) Market Share Figure 49: Revenue Trends by Vertical, Figure 50: Revenue Trend by Vertical, Figure 51: 2014 Back-Office/Branch Revenue and Market Share Figure 52: 2014 Back-Office/Branch Market Share Figure 53: 2014 Hardware Revenue and Market Share Figure 54: 2014 Hardware Market Share Figure 55: 2014 License/Software Revenue and Market Share Figure 56: 2014 License/Software Market Share Figure 57: 2014 Cloud/Hosted/Software-as-a-Service (SaaS) Revenue and Market Share Figure 58: 2014 Cloud/Hosted/SaaS Market Share Figure 59: 2014 Services Revenue and Market Share Figure 60: 2014 Services Market Share Figure 61: Revenue Source Analysis, 2014 vs Figure 62: Revenue Source Analysis, 2014 vs Figure 63: Revenue Source Trends, Figure 64: Revenue Source Market Share Trends Full Year Figure 65: Revenue Source Trends, Figure 66: 2014 Direct Revenue and Market Share Figure 67: 2014 Direct Revenue Market Share Figure 68: 2014 Indirect Revenue and Market Share Figure 69: 2014 Indirect Revenue Market Share Figure 70: Revenue by Sales Channel Analysis, 2014 vs Comparison Figure 71: Revenue by Sales Channel Analysis, 2014 vs Comparison Figure 72: Revenue by Sales Channel Trends, Figure 73: Revenue as a Percentage of Sales Channel Trends, Full Year Figure 74: Revenue by Sales Channel Trends, Ordering: Order Online -

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