Contact Center Workforce Management (WFM) Market Projected To Grow By 20%

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.

DMG Consulting reports that the contact center workforce management (WFM) market grew at a rapid rate of 15% in 2007, driven by technical and functional improvements, as well as increased investments in sales and marketing initiatives that drove 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% 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. “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.”

DMG Consulting’s 2008 Contact Center Workforce Management Market Report provides 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. It also features a buyer’s guide critiquing the competitive landscape, a vendor satisfaction survey, analysis of service delivery models, pricing, product functionality and technology, and comprehensive company reports. The report is an essential resource for end users researching new purchases or upgrades, as well as for vendors, investors and financial analysts.