Research and Markets: World Contact Center Workforce Management Systems Market

DUBLIN--(BUSINESS WIRE)--Research and Markets (http://www.researchandmarkets.com/research/jr7bps/2011_world) has announced the addition of the "2011 World Contact Center Workforce Management Systems Market" report to their offering.

“2011 World Contact Center Workforce Management Systems Market”

This report addresses the market for workforce management (WFM) solutions in contact center environments. Several vendors are actively pursuing opportunities to apply WFM technology in various back office functions and other customer-facing business functions like teller lines at banks and retail cashiers. To the extent possible, we have tried to remove the value of these sales from our analysis. For most vendors this is a small (albeit rapidly growing) part of their WFM business. However, for some like GMT and Teleopti, it is a substantial part of their total business. Further, we limit our vendor profiles to only companies that sell contact center software as a major component of their total portfolio. There are other criteria as well:

- In-house developed product, not an OEM.

- Has marketed WFM for at least one year.

- Markets WFM as a core offering, not just an adjunct to a broader product portfolio.

- Sells to contact centers.

This is a global report. Global market shares and forecasts are provided. Regional breaks are North America, EMEA, and ROW.

Some of the Topics Covered in this Report Include:

- Significant Trends And The Forces Impacting The Market Today And Tomorrow

- Complete Analysis Of Market Size And Complexion

- Market Share Trends For 2006-2010 Who's Up, Who's Down? Why?

- What Are The Key Selling Points For WFM?

- What Obstacles Do Vendors Need To Overcome?

- Hosting, Back Office, WFO, Web 2.0 Where Does The Industry Go From Here?

- Market Shares By Geography And Product vs. Service

- Forecast To 2016 - And Why!

- The Most Comprehensive Vendor Profiles You Will Find Anywhere

- Product Design Trends And Feature Requirements

Key Topics Covered:

CHAPTER 1 - INTRODUCTION

- Scope

- Methodology

- Report Organization

- Terms

- Editor's Note

- How Your Organization Can Use This Report

- About Pelorus Associates

- About the Author

CHAPTER 2 - EXECUTIVE SUMMARY

- Global Contact Centers

- Market Size and Distribution

- Major Trends - Business Environment

- Contact Center Trends

- Vendor Trends

- Market Drivers

- Market Constraints

- Market Growth

- Market Shares

- Success Factors

CHAPTER 3 - MARKET TRENDS

- Introduction

- Business Environment Trends

- Contact Center Trends

- Vendor Trends

- CHAPTER 4 - DRIVERS AND CONSTRAINTS

- Introduction

- Market Drivers

- Market Constraints

CHAPTER 5 - MARKET ANALYSIS

- Introduction

- World Agents and Contact Centers

- Size of Contact Centers

- Market Size and Distribution

- World Market Shares

- Market Shares by Global Region

- Market Forecast Methods

- Vendor Revenue Impact of Hosting

- Market Forecast

CHAPTER 6 - VENDOR PROFILES

- Introduction

- Target Markets, Sales, and Strategies

- Aspect

- WFM Feature Matrix - Aspect

- Calabrio, Inc.

- GMT Corporation

- InVision Software AG

- ISC Consultants, Inc.

- NICE-IEX Workforce Management

- Pipkins, Inc.

- Teleopti AB

- Verint Systems

Companies Mentioned

- WFM Feature Matrix

- Calabrio, Inc.

- GMT Corporation

- InVision Software AG

- ISC Consultants, Inc.

- NICE-IEX Workforce Management

- Pipkins, Inc.

- Teleopti AB

- Verint Systems

For more information visit http://www.researchandmarkets.com/research/jr7bps/2011_world