Dublin, Dec. 17, 2018 (GLOBE NEWSWIRE) -- The "2018 Workforce Optimization Mid-Year Market Share Report" report has been added to ResearchAndMarkets.com's offering.
Merger and acquisition (M&A) activity have decreased the number of vendors in the WFO market from a high of 45 in 2015 to 39 providers in 2018. M&A activity in a mature market is normal, and the research expects more of it in the next 18 - 24 months, leading to a more significant transformation that will involve other IT sectors.
The WFO market has performed well in the first half of 2018; GAAP revenue of $1,685.1 million was up $101.7 million, a 6.4% increase compared to the first half of 2017. This represents solid growth for this mature IT sector. First-half 2018 produced particularly strong results for the contact center WFO segment, which grew 24.2% during this period, increasing from $695.0 million in the first half of 2017 to $863.6 million in the first half of 2018.
Transformation of the WFO market is expected to accelerate
The WFO market is in transition, with customers looking to have their applications delivered via the cloud. the architectural and pricing model adjustments required to migrate from on-premise deployments to the cloud have put downward pressure on revenue for the WFO suite vendors.
The digital transformation is also driving change in the WFO sector. Companies around the world are redesigning their front- and back-office servicing strategies and operations to make it easier to conduct business. the introduction of artificial intelligence (AI) and robotic process automation (RPA) into WFO solutions is delivering to this goal and helping enterprises provide a personalized, outstanding customer experience cost-effectively. Additionally, interaction analytics (IA) has become critical for enabling organizations to analyze customer conversations and derive essential insights about what is happening at every touchpoint in the customer journey.
Precise and Insightful Financial and Market Share Analysis
This 14th annual Workforce Optimization Mid-Year Market Share Report provides an in-depth analysis of the financial performance of the WFO market and it's approximately 39 worldwide vendors during the first half of 2018 and compares that market activity to the sector's performance in the same period in 2017. This Report complements the publisher's annual Workforce Optimization Market Share Report, which provides a full-year analysis of the WFO market and its competitors.
The 2018 Workforce Optimization Mid-Year Market Share Report provides a detailed breakdown of revenue for 22 vendors. These vendors comprise 99.3% of the contact center WFO market; the remaining 0.7% (17 vendors) is addressed in the Other category.
The Report includes:
Key Topics Covered:
1. Executive Summary
2. Introduction
3. Financial Information Sources
4. Debates about Methodology
5. Methodology
6. Market Projections for 2018 through 2022
7. Total GAAP Revenue and Market Share, First-Half 2018 vs. First-Half 2017 (all QM/recording-related vendors)
8. Total Contact Center WFO Revenue and Market Share, First-Half 2018 vs. First-Half 2017
9. WFO and Recording Solutions Revenue and Market Share (excluding video), First-Half 2018 vs. First-Half 2017 Comparison
10. Total Voice Recording Revenue and Market Share, First-Half 2018 vs. First-Half 2017 Comparison
11. Total Contact Center Voice Recording Revenue and Market Share, First-Half 2018 vs. First-Half 2017 Comparison
12. Total Non-Contact-Center Voice Recording Revenue and Market Share, First-Half 2018 vs. First-Half 2017 Comparison
13. Total Voice Recording Revenue and Market Share
14. QM/QA Application Revenue and Market Share, First-Half 2018 vs. First-Half 2017 Comparison
Companies Mentioned
For more information about this report visit https://www.researchandmarkets.com/research/f2k94c/global_workforce?w=12
Research and Markets also offers Custom Research services providing focused, comprehensive and tailored research.
CONTACT: ResearchAndMarkets.com Laura Wood, Senior Press Manager press@researchandmarkets.com For E.S.T Office Hours Call 1-917-300-0470 For U.S./CAN Toll Free Call 1-800-526-8630 For GMT Office Hours Call +353-1-416-8900 Related Topics: Personnel and Human Resources