DUBLIN–(BUSINESS WIRE)–The “2022 Contact Heart Workforce Optimization Market Share Report” report has been added to ResearchAndMarkets.com’s providing.
This report analyzes the income, market share, and execution of the estimated 36 worldwide workforce optimization (WFO)/workforce engagement administration (WEM) suite distributors for fiscal full-year 2021.
Principal useful resource for distributors, traders, and members of the monetary group
Regardless of the maturity of lots of the particular person functions, the distributors did a wonderful job of promoting WFO/WEM suites to contact facilities in 2021. WFO/WEM suite distributors generated contact middle gross sales of $2,236.9 million throughout 2021, a rise of $158.5 million, up 7.6%, from $2,078.four million in 2020.
Synthetic intelligence (AI) is reinvigorating your entire contact middle software program market. In addition to enhancing the capabilities of the person functions in a WFO/WEM suite, new AI expertise is rising to function a “hub” or “mind” to coordinate the operation of disparate contact middle functions, enabling corporations to supply a vastly improved, optimized, and personalised expertise for every contact.
Simply because the functions inside WFO/WEM suites profit contact facilities by bettering high quality and the agent expertise, so can also they profit back-office and department features. As soon as these options are optimized for every division’s use, it would open up the chance for gross sales exterior of the contact middle.
DMG has sized the back-office alternative and estimates that it’s over 2 instances bigger than the contact middle complete addressable market (TAM) for WFO/WEM suites. Utilizing AI to supply a extra versatile and customizable expertise framework suited to the particular wants of every enterprise division ought to assist open up the TAM for these options exterior of the contact middle.
The 2022 Contact Heart Workforce Optimization/Workforce Engagement Administration Market Share Report presents and analyzes the market’s income on the highest degree, complete firm income and market share, after which breaks it down by vendor, utility, and sector.
The report contains:
- Whole firm GAAP income and market share evaluation for all distributors who promote WFO/WEM suites for contact facilities
- Detailed analyses of WFO/WEM income and market share, beginning with complete firm and drilling all the way down to contact-center-only views of the information
- Income and market share analyses for recording and QM – the 2 core functions in WFO/WEM suites
- 12 months-over-year comparisons and evaluation of 2020 and 2021 income and market share for complete firm on a GAAP, contact middle WFO/WEM, income supply and sales-channel foundation
- Income development analyses for complete firm GAAP, contact middle WFO/WEM, geography, vertical, income supply and gross sales channel for the 5-year interval from 2017 – 2021
- 5-year income developments by utility for 14 WFO/WEM sectors, together with: recording (contact middle and non-contact-center), QM, WFM (contact middle and non-contact-center), interplay (speech and textual content) analytics, efficiency administration, surveying/VoC, DA, RPA, KM, CJA, eLearning/teaching and gamification
- Geographical evaluation of income and market share for North America, Europe, Asia Pacific, and Caribbean and Latin America (CALA)/Center East and Africa (MEA) (mixed), by vendor for every area
- Evaluation of income and market share by income supply (license/software program, cloud/hosted/software-as-a-service (SaaS), providers and {hardware}), by vendor
- Income and market share evaluation, by vendor, based mostly on gross sales mannequin (direct/oblique)
- An in depth evaluation of market share by firm, contact middle WFO/WEM, back-office/department, vertical, utility, geography, income sort, and gross sales mannequin can also be supplied.
The Report supplies an in depth breakdown and evaluation of income for the next 19 named distributors:
- 88
- Alvaria
- ASC
- Avaya (high-level income solely)
- Calabrio
- DVSAnalytics
- Eleveo
- Enghouse
- Envision
- Five9
- Genesys
- Lifesize
- Mitel
- NICE
- OnviSource
- OpenText
- Playvox
- Verint
- Xarios
For extra details about this report go to https://www.researchandmarkets.com/r/x0vsa9