DMG Consulting LLC, a provider of contact center and real-time analytics market research, has published the 2009 Contact Center Workforce Management Market Report, the industry's most comprehensive guide to the essential and evolving contact center workforce management (WFM) market, products and vendors.
2008 was a good year for the Workforce Management (WFM) market despite the recession gripping the global economy. The number of WFM seats/agents grew by a healthy 7.4%, from 3,463,571 agent/seats in 2007 to 3,719,294 in 2008. Although growth was universal among all vendors covered, the most rapid growth rates were realized among the smaller vendors and those with stand- alone solutions. DMG forecasts WFM sales to increase by 6% in 2009, 7% in 2010 and 9% in 2011, when DMG expects the economic recovery to gain momentum.
Growth in the WFM market is being fueled by customer-driven innovation and the evolution of WFM solutions to meet the changing needs of contact centers. Vendors are developing and enhancing their solutions to address the needs of complex multi-site, multi-channel (phone, email, IM/Chat, fax, mail, etc.) and multi-skill contact center environments. They are also introducing WFM modules that deliver enterprise-wide efficiencies for non-contact center uses (back-office, retail, branches, etc.).
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