DMG Consulting Releases 2016 – 2017 Workforce Optimization Product and Market Report

Brisk M&A activity and the cloud are major drivers of transformation.

West Orange, NJ, January 13, 2017 --( Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services

What: Releases 2016 – 2017 Workforce Optimization Product and Market Report
When: Today, 11 January 2017

Where: Available at the DMG Consulting online store

DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2016 – 2017 Workforce Optimization Product and Market Report. DMG’s 13th annual report on this resilient sector explores the products, innovation, and market trends and challenges that are changing the face of WFO.

2016 was a highly disruptive year for the WFO market. Mergers and acquisitions have altered the competitive landscape, and more activity is expected. End users are demonstrating a growing preference for purchasing WFO functionality directly from their contact center infrastructure vendor. The rapid growth of cloud-based contact center infrastructure solutions and the need to be cloud-ready are driving a surge of innovation in the WFO market, including enhanced architectures, improved user interfaces, faster processing and new functionality. Back-office and branch WFO are also finally starting to gain traction. WFO vendors are making investments to capture this growing opportunity, as it is expected to represent an important part of their future business.

Analytics – speech, text, desktop and, increasingly, customer journey – represent the future of WFO. Organizations need insights into all of the actions that their employees take when interacting with customers. Analytics solutions provide the data required to determine the actions needed to remove any impediments to service excellence and ensure a consistently outstanding customer experience. Analytics solutions can provide agents with the information they need to deliver a personalized customer experience, which is a top goal for enterprises.

“Leading WFO solutions are continuing to evolve to meet the needs of their enterprise clients. The more innovative vendors are shifting their emphasis from agent optimization to employee engagement and empowerment,” said Donna Fluss, President of DMG Consulting LLC. “Market dynamics are changing, but companies still need WFO applictions, like recording, quality assurance, speech analytics, workforce management, and more.”

The 2016 – 2017 Workforce Optimization Product and Market Report provides the vendor, product, functional, technical and pricing information that enterprise, contact center and IT leaders need to select the right solution to meet their organization’s current and future front- and back-office WFO requirements. The report covers 9 leading and contending vendors at a detailed level: Aspect, Calabrio, dvsAnalytics, inContact, NICE, OnviSource, TelStrat, Verint, and ZOOM International.

To learn more about the 2016 – 2017 Workforce Optimization Product and Market Report, visit, or contact Deborah Navarra at or 516-628-1098. To order your copy of the Report, visit

About DMG Consulting LLC
DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics. We are a strategic advisor to end users and vendors, large and small, and the financial community. Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs.

DMG Consulting is the leading provider of industry research for many contact center, back-office and analytics IT markets, including: Workforce Optimization (WFO, Quality Management/Liability Recording), Workforce Management, Speech Analytics, Text Analytics, Desktop Analytics, Customer Journey Analytics, Contact Center Performance Management, Gamification, Enterprise Feedback Management/Surveying, Cloud-Based Contact Center Infrastructure, Outbound Solutions, Interactive Voice Response Systems, Voice Biometrics, and Unified Communications. For more information, visit
DMG Consulting LLC
Deborah Navarra