INTRODUCTION
Mission
Workforce Optimization Market
Recording
Workforce Management
Performance Management
e-Learning
Analytics
WFO Market Size
Scope
Methodology
Terms
Tables:
Workforce Optimization in Contact Centers Market Size by Sector
World (2005)
EXECUTIVE
SUMMARY
Evolution of Workforce Management
Goals and Methods
Summary of Findings
Global Contact Centers
Market Size and Distribution
Major Trends -- Macro Level
Contact Center Trends
Vendor Trends
Market Drivers
Market Constraints
Market Growth
Market Share
Success Factors
Tables:
Features and Functions of Modern Workforce Management Systems
Agents by Geography, World 2006
Aggregate Revenue, WFM Software and Services World (2006)
WFM Sales Forecast, World (2005 to 2012)
Market Shares, Total Revenues, World (2006)
MARKET
OVERVIEW
Introduction
Business Environment Trends
Service Dominated Economies
Service as a Competitive Differentiator
Healthy Global Economic Outlook
Tightening Labor Markets
Growth of Telework
Business Process Outsourcing
Multi-Lingual Societies
Advances in Technology
Laws and Regulations
Growing Concern over Global Terrorism
Contact Center Trends
Recognition of the Contact Center as a Strategic Resource
Changing Role of the Contact Center
Agent Specialization
Multi-Site Call Centers
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Multi-Channel Communications
Home Agents
Industry Consolidation
Revisiting Metrics
WFM Vendor Trends
Inbound, Outbound, and Blended
Scheduling Off-Phone Time
Skills-Based Planning
“What If” Scenario Simulations
Agent Empowerment
On-Demand Model
Easier Integration
Multi-Channel Scheduling
Transition to “Workforce Optimization”
Market Drivers
Growth in Agent Population
Low Penetration Among Call Centers
High Labor Costs
More Powerful Products
Open Architecture
Rapid Growth in Southeast Asia and Other Low-Wage Regions
Recognition that Small Call Centers Need WFM as Well
Labor Laws and Regulations
On-Demand Delivery Option
Applications Beyond the Call Center
Market Constraints
Move to Self-Service
Maturing Market
Difficulties in Forecasting
Underutilization of Capabilities
Lack of Trained WFM Managers
Low Cost of Agents Mitigates Need for Optimizing Adherence
Dissatisfaction With WFM
Lack of Product for Smaller Call Centers
Figures:
WFM Trend Levels
Internet Penetration By World Region
Tables:
Business Environment Trends
Contact Center Trends
WFM Vendor Trends
Market Drivers
Market Constraints
MARKET
SIZE, SHARE, AND FORECAST
Global Contact Centers
Market Size and Distribution
World Market Shares
Market Shares by Global Region
A Word about Market Forecasts
Table
Agents by Geography, World 2006
Agents by Call Center Size, World (2006)
Estimated WFM Penetration Size of Call Center, World (2006)
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Aggregate Revenue, WFM Software and Services, World (2006)
WFM Sales and Number of Agents by Region, World (2006)
Distribution of Sales by Source, World (2006)
Market Shares, Total Revenues, World (2006)
Market Shares, License Revenues, World (2006)
Market Shares, Total Revenue, North America (2006)
Market Shares, Total Revenue, EMEA (2006)
Market Shares, Total Revenue, ROW (2006)
Comparison of Forecast Revenues to Actual, World - 2004 and 2005
Actual and Forecast Revenues, World (2005 to 2012)
VENDOR
PROFILES
Aspect Software
Background
Products
Differentiators
Envision Telephony, Inc.
Background
Product
Differentiators
GMT Corporation
Background
Products
Differentiators
IEX Corporation
Background
Products
Differentiators
Left Bank Solutions, Inc.
Background
Products
Differentiators
Pipkins, Inc.
Background
Products
Differentiators
Teleopti AB
Background
Products
Differentiators
Witness Systems
Background
Products
Forecasting
Scheduling
Adherence
Performance Management
Differentiators
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About
The Authors
Prior
to joining The
PELORUS Group,
Richard
“Dick” Bucci was a research analyst and consultant for Frost &
Sullivan, a leading market information company.
Mr. Bucci has 25 years of senior marketing and sales management
experience with Comdial Corporation, Nortel Networks, and smaller telecom
equipment providers and value added resellers.
He has been quoted in the Washington Post, Marketing News,
Individual Investor, Investors Business Daily, Speech Technology Magazine,
CRM Today, Call Center Magazine, Contact Professional, and many
international web sites that serve contact center professionals.
Dick is a consultant to many leading companies serving the
enterprise voice and contact center markets. This
is his fourth major report on the contact center market.
Mr.
Bucci has a Master of Business Administration degree from the Weatherhead
School of Management, Case-Western Reserve University, and a Bachelor of
Business Administration from Kent State University.
He has taught marketing management at the University of Virginia,
and served as a guest lecturer at the Darden Graduate School of Business,
University of Virginia.
Editor
Al Fross has researched and written about the contact center arena for
three decades. He has edited
and published many groundbreaking studies, including The
PELORUS Group’s “Contact Centers: Re-Igniting The Market”
and “2004 - World Contact Center Recording Systems Markets” reports.
He holds an MBA in Finance from Rutgers University.
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