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DMG Consulting Releases 2020 – 2021 Workforce Optimization Product and Market Report

01-06-2021 04:03 PM CET | IT, New Media & Software

Press release from: DMG Consulting LLC

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time
analytics market research and consulting services

What: Releases 2020 – 2021 Workforce Optimization Product and Market Report

When: Today, 6 January 2020

Where: Available at the DMG Consulting online store

Background:

DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2020 – 2021 Workforce Optimization Product and Market Report. DMG’s 17th annual report on this transforming contact center sector includes insightful discussions about the short- and long-term impacts of the COVID-19 pandemic, and analyzes how WFO solutions are helping contact centers and enterprises navigate in the “new normal.” The Report also presents an authoritative analysis of WFO market activity for the first half of 2020.

Contact centers are changing at a dramatic rate, driven by companies’ needs during the pandemic as well as the ongoing digital transformation. Some of the most significant changes that have occurred in 2020 include migration of employees from offices to work-at-home (WAH), use of video as a primary channel of communication, adoption of a digital-first mindset, a growing consumer preference for self-service, and transition of contact center technology to the cloud. The companies that had the easiest time with this transition were those that had already migrated to contact-center-as-a-service (CCaaS) solutions. The CCaaS market is growing at a rapid rate and customers are increasingly purchasing their WFO solutions from CCaaS vendors, as businesses prefer to use a single source for all of their contact center technology.

The WFO market is evolving and adapting to the needs of digitally transformed organizations. Vendors have invested in enhancing many of the components of their solutions with artificial intelligence (AI), machine learning (ML) and automation. Automation and AI are being used to improve contact center efficiency, quality and accuracy while reducing costs and enhancing agent engagement. These technologies are also enhancing self-service activities, which help improve the customer experience (CX), a primary goal for all service organizations, by meeting the needs of customers, who increasingly prefer to help themselves.

Despite the economic recession brought about by the COVID-19 health crisis around the world, contact center WFO solutions have sold well during the past year. “These applications provide a variety of benefits, among the most important being their ability to help companies achieve oversight of employees who have moved into remote, work-at-home workspaces,” says Donna Fluss, President of DMG Consulting LLC. “They are also excellent at providing visibility into customer needs and concerns, which was important before and even more so now.” Although many segments of the contact center WFO suite market are mature, DMG expects the vendors to continue to execute well in the future.

The 2020 – 2021 Workforce Optimization Product and Market Report presents an in-depth analysis of the contact center WFO market, trends, competitive landscape, product suites, technology and innovation. The Report features 8 leading and contending vendors: Aspect, Calabrio, DVSAnalytics, Eleveo, Five9, NICE, OnviSource, and Verint. Authority Software is covered at a high level. To learn more about the 2020 – 2021 Workforce Optimization Product and Market Report, visit www.dmgconsult.com, or contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098. To order your copy of the Report, visit www.dmgconsult.com.

DMG Consulting LLC
6 Crestwood Dr.
West Orange, NJ 07052

Contact: Deborah Navarra
DMG Consulting LLC
516-628-1098
deborah.navarra@dmgconsult.com

DMG Consulting LLC advises enterprises, vendors and the financial community on all aspects of acquiring, operating, optimizing, developing and investing in the customer experience (CX) and its enabling technologies. A leader in vendor-agnostic research and consulting, DMG is the only firm whose expertise spans operations and technology. Its annual in-depth reports on contact center and back-office industry sectors, including contact center as a service (CCaaS), digital customer service, intelligent virtual agents, interaction analytics, robotic process automation (RPA), workforce optimization (WFO) and more, yield the accurate market sizing, trend identification, growth predictions, functional capabilities and pricing that DMG’s global clients rely on to make critical business decisions. Learn more at www.dmgconsult.com.

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