컨택센터 워크포스 최적화 : 반기 시장 점유율 리포트(2020년)
2020 Contact Center Workforce Optimization Mid-Year Market Share Report
상품코드 : 974778
리서치사 : DMG Consulting LLC
발행일 : 2020년 12월
페이지 정보 : 영문
US $ 4,300 ₩ 4,901,000
PDF (Single User License)
US $ 8,600 ₩ 9,803,000
PDF (Site License)
US $ 12,900 ₩ 14,704,000
PDF (Enterprise License)


한글목차

컨택센터 워크포스 최적화(WFO) 시장은 성숙 상태이며, 2020년 상반기에는 견고하게 추이했습니다. 2020년 상반기 WFO 시장의 기업 GAAP 총매출은 1.7% 증가하며, 18억 5,930만 달러에 달했습니다. 컨택센터 WFO 부문은 2020년 상반기 매출이 10억 3,670만 달러로, 전년대비 7.6%의 성장률을 기록하며 특히 호조였습니다.

컨택센터 워크포스 최적화(WFO) 시장에 대해 조사했으며, COVID-19 팬데믹이 WFO 시장에 미치는 영향의 철저한 분석과 기록, 품질관리(QM), 컨택센터 퍼포먼스 관리(CCPM), 고객의 소리(VoC), 노동력 관리(WFM), 대화(스피치 및 텍스트 분석) 등 WFO 스위트 컴포넌트의 미래에 대해서도 정리하여 전해드립니다.

샘플도

2020년 상반기 기업 합계 GAAP
WFO 경쟁사의 매출 시장 점유율

목차

KSA 20.12.23
영문 목차

영문목차

This is “DMG Consulting's 16th annual Contact Center Workforce Optimization Mid-Year Market Share Report”. The current edition of the Report includes a thorough analysis of the impacts of the COVID-19 pandemic on the workforce optimization (WFO) market. The Report also looks to the future of the components of WFO suites - including recording, quality management (QM), contact center performance management (CCPM), surveying/voice of the customer (VoC), workforce management (WFM), interaction (speech and text) analytics (IA), desktop analytics, gamification, customer journey analytics (CJA), robotic process automation (RPA) and knowledge management (KM). The WFO market is undergoing its own evolution as contact centers are altered by the digital transformation. Although the dynamics and drivers of the WFO market are changing, the applications that comprise WFO suites will continue to be necessary and sought after by companies.

2020 has been a dramatic and challenging year for the business world. Early in the year, businesses around the world were forced to close down their offices and send their employees home to work, to keep their staff safe from the COVID-19 pandemic. Some of the components of WFO suites - specifically, IA and WFM - have proved to be instrumental in helping companies address the changes and upheaval brought about by coronavirus.

The contact center segment of the WFO market performed strongly in the first six months of 2020. Revenue was $1,036.7 million, up 7.6% from the same period in 2019. This is a strong showing for a mature market, and enterprises are continuing to invest in WFO because of the significant contributions of all 12 components of these suites.

Another trend benefiting this sector is the acquisition of smaller WFO solutions and best-of-breed applications by contact-center-as-a-service (CCaaS) vendors. These acquisitions have enhanced the CCaaS offerings; the vendors are looking to provide these capabilities natively and deliver them to users through a seamlessly integrated administration environment. DMG expects to see continued purchases of individual applications as "tuck-ins" as well as WFO suites by the CCaaS vendors in the near future.

Back-office operating departments and branch offices are another area of opportunity for sales of WFO capabilities. These functions need WFO solutions to improve the customer experience (CX) and employee engagement. However, for sales to increase to back-office and branch operating areas, the WFO sector must transform in order to address the needs of these departments. This

will become an even greater priority in the next few years, as companies are expected to consolidate their front and back offices to improve the CX and reduce operating expenses. The WFO vendors need to enhance their products and retool their sales forces to sell to these new audiences.

Another area of WFO that requires enhancement and upgrades is digital capabilities. The current generation of WFO suites was built with a voice-centric orientation. Today, however, customers around the world expect solutions to be digitally oriented and omni-channel capable to deliver an outstanding experience. Retrofitting the existing WFO solutions is not enough. WFO suites need to be converted into open platforms where users can easily integrate the functionality that they want. This will require a major architectural re-design and product re-write for these suites. The WFO vendors have demonstrated their resilience time and again, and they are working to address this challenge, which will bring them into the digital future.

The “2020 Contact Center Workforce Optimization Mid-Year Market Share Report ” provides a detailed breakdown and analysis of revenue for the following 21 named vendors: 8x8, ASC, Aspect, Avaya, Calabrio, ComputerTel, DVSAnalytics, Eleveo, Enghouse, Envision, Five9, Genesys, HigherGround, Lifesize, Mitel, NICE, OnviSource, OpenText, Verint, VirtualLogger, and Xarios. (Revenue for Avaya is included at a high level but not in the detailed analyses.) The named vendors comprise 99.4% of the contact center WFO market; the remaining 0.6% (17 vendors) is addressed in the "Other" category.

Key Reasons to Buy this Report:

Report Highlights:

SAMPLE FIGURE

First-Half 2020 Total Company GAAP
Revenue Market Share for WFO Competitors

TABLE OF CONTENTS

TABLE OF FIGURES

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