Moving Towards 'Real Time' Workforce Optimization in Contact Centers (Strategic Focus)

Introduction
This theme examines the changing landscape and technology offered by contact center optimization vendors and assess the market opportunities and looks deeper into the convergence of contact center optimization and call recording.

Report Highlights
Highlights
By 2013 the global workforce optimization market will be worth $2.9 billion. Contact center analytics and speech analytics will be the major drivers for growth.

Vendors are increasingly targeting opportunities outside the contact center to enter the enterprise market.
[Studien Infos ausblenden]

TABLE OF CONTENTS
Overview 1
Catalyst 1
Summary 1
Key Messages 2
The global WOTs market will grow on the back of demand for contact center analytics and speech analytics 2
Vendors are increasingly targeting opportunities outside the contact center 2
There has been a rapid growth in spending by outsourcers 2
Vendors are tailoring their WOTs offerings to penetrate the SME market 2
Partnering identification is proving to be critical for success 2
Table of Contents 3
Table of figures 4
Table of tables 4
Market Opportunity 5
Vendor trends in the WOTs market 5
A contracting vendor landscape 5
Increased focus on channel sales 6
Targeting opportunities outside the contact center 7
Expansion into the emerging markets in APAC and CALA 8
Market trends 8
Increasing adoption of IP contact center and recording solutions 8
Rapid growth in the contact center outsourcing industry 9
Growing demand for speech analytics in the contact center 10
Market sizing 11
The global market for WOTs 11
The market for WOTs by geography 14
The global market for WFM 16
New revenue streams and mid-market to drive growth in the more mature markets of NA and EMEA 17
Outsourcers are the main drivers of growth in the emerging markets of APAC and CALA 19
The global market for QM 19
Sluggish growth in the developed markets of NA and EMEA 20
Developing markets in APAC and CALA are growing at a faster rate 21
The global market for CCA 22
The global market for speech analytics 24
Developed markets of NA and EMEA 25
The speech analytics market in emerging economies of APAC and CALA 25
The global market for eCoaching 25
The global market for call logging 27
Customer Impact 29
Key facts 29
Vertical market perspective 29
Financial services 29
Communications 30
Outsourcers 31
Technology 31
Entertainment, media and leisure 32
Healthcare 32
Regional perspective 34
Developed markets in NA and Western Europe 34
Developing markets in APAC, CALA and Eastern Europe including Russia 35
Sizeband perspective 35
SMEs 35
Large-sized contact centers 36
Go to Market 37
Partner identification is critical for success 37
Choose marketing partners to enter new markets 37
For product development and integration 37
Emerging WFO components to drive growth in mature markets 38
Outsourcers and early adopter verticals key to success in emerging markets 38
Vendors need to reduce product complexity 38
Develop vertical specific products 39
Recommendations 39
Vendors should climb up the value chain 39
Adopt a modular approach to WFO 39
Continuous relationship with customers is critical to sustain growth 40
APPENDIX 41
Definitions 41
Methodology 41
Further reading 41
Ask the analyst 41
Datamonitor consulting 42
Disclaimer 42
[Inhaltsverzeichnis ausblenden]

Table 1: Global spending on WOTs by sales channel, 2007 - 2013 7
Table 2: Global spending on WOTs by vertical, 2007 - 2013 10
Table 3: Global spending on WOTs, 2007-2013 12
Table 4: Global spending on WOTs by components , 2007 - 2013 13
Table 5: Global spending on WOTs by geography, 2007 - 2013 15
Table 6: Global spending on WFM, 2007 - 2013 17
Table 7: Global spending on Workforce Management by geography, 2007 - 2013 18
Table 8: Global spending on Quality Monitoring, 2007 - 2013 20
Table 9: Global spending on Workforce Management by geography, 2007 - 2013 21
Table 10: Global spending on Contact Center Analytics, 2007 - 2013 23
Table 11: Global spending on Speech Analytics, 2007 - 2013 24
Table 12: Global spending on eCoaching, 2007 - 2013 26
Table 13: Global spending on Call Logging, 2007 - 2013 28

Figure 1: Global spending on WOTs by sales channel, 2007 - 2013 7
Figure 2: Global spending on WOTs by vertical, 2007 - 2013 10
Figure 3: Global spending on WOTs, 2007-2013 12
Figure 4: Global spending on WOTs by components, 2007 - 2013 13
Figure 5: Global spending on WOTs by components, 2007 - 2013 14
Figure 6: Global spending on WOTs by geography, 2007 - 2013 15
Figure 7: Global spending on WFM, 2007 - 2013 17
Figure 8: Global spending on Workforce Management by geography, 2007 - 2013 18
Figure 9: Global spending on Quality Monitoring, 2007 - 2013 20
Figure 10: Global spending on Quality Monitoring by geography, 2007 - 2013 21
Figure 11: Global spending on Contact Center Analytics, 2007 - 2013 23
Figure 12: Global spending on Speech Analytics, 2007 - 2013 24
Figure 13: Global spending on eCoaching, 2007 - 2013 26
Figure 14: Global spending on Call Logging, 2007 - 2013 28
Figure 15: Percentage of US population by age, 1990 - 2015 32
Figure 16: Opportunity mapping for WOTs by verticals 34
[Tabellenverzeichnis ausblenden]