DMG Consulting Releases 2021 Contact Center Workforce Optimization Market Share Report

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

What: Releases Contact Center Workforce Optimization (WFO) Market Share Report

When: Today, 10 June  2021

Where: Available at the DMG Consulting online store


DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services, today released its 2021 Contact Center Workforce Optimization Market Share Report. The report is an essential resource for vendors, investors and members of the financial community who want to understand the current status and assess the future performance of the WFO market and its competitors.

Contact center WFO revenue was up on a year-over-year basis from 2019 to 2020, though it was the smallest increase this segment has experienced in many years. In 2020, total contact center WFO revenue was $2,078.4 million, up by a slight 0.4%, $8.7 million, from $2,069.8 million in 2019. The small gains in WFO revenue in 2020 are still a good sign for this market, particularly in light of the pandemic and the maturity of the WFO sector. Cloud/hosted/SaaS revenue increased by an impressive 64.6%, from $492.2 million in 2019 to $810.0 million in 2020. This increase of $317.8 million occurred while license/software revenue decreased by $221.7 million, 29.6%, on a year-over-year basis between 2019 and 2020.  

The primary drivers of the market during the past year were the digital transformation and migration of contact center solutions to the cloud. Revenue is shifting from an up-front, on-premise model to a cloud annual recurring revenue (ARR) approach where sales are recognized throughout the life of the contract. The pace at which cloud-based WFO suites are being adopted is exceeding the rate of decrease for on-premise revenue.

A shift is also occurring in terms of the vendors who are providing contact center WFO suite functionality. Traditionally, WFO suite vendors were the primary source for these solutions. During the last 5 years,  enterprises have begun looking to their cloud-based infrastructure vendors as “general contractors” and are expecting them to provide fully integrated WFO suite capabilities. This is driving some of the contact-center-as-a-service (CCaaS) vendors to either acquire a WFO solution or to build their own capabilities. Customer relationship management (CRM) vendors are also expanding their offerings to include WFO capabilities. “Buyers of WFO capabilities are increasingly looking for a single source for their contact center solutions,” said Donna Fluss, president and founder of DMG Consulting. “This is narrowing, though not eliminating, the market opportunity for stand-alone WFO vendors.”

The 2021 Contact Center Workforce Optimization Market Share Report provides a detailed breakdown and analysis of revenue for the following 19 named vendors: 8x8, ASC, Aspect, Avaya (high-level revenue only), Calabrio, DVSAnalytics, Eleveo, Enghouse, Envision, Five9, Genesys, HigherGround, Lifesize, Mitel, NICE, OnviSource, OpenText, Verint, and Xarios. This Report provides a detailed analysis of 99.4% of revenue for the named vendors in the WFO suite market.

To learn more about the 2021 Contact Center Workforce Optimization Market Share Report, read the abstract, which includes the table of contents, or contact Deborah Navarra at [email protected] or 516-628-1098. To order your copy of the Report, visit


About DMG Consulting LLC

DMG Consulting LLC advises enterprises, vendors and the financial community on all aspects of building, acquiring, operating, optimizing and investing in contact centers, to enhance their enabling technologies and the customer experience (CX). A leader in vendor-agnostic research and consulting, DMG is the only firm whose expertise spans operations and technology. DMG is the primary source for market activity and revenue data and analysis for contact center IT segments. It publishes annual in-depth reports on contact center and back-office industry sectors, including cloud-based contact center infrastructure (contact center as a service, CCaaS), digital customer service, intelligent virtual agents, interaction analytics, robotic process automation (RPA), workforce management (WFM), workforce optimization (WFO) and more. These reports provide the accurate market share, trend identification, growth predictions, functional capabilities and pricing information DMG’s global clients rely on to make critical business decisions. Learn more at


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Contact: Deborah Navarra DMG Consulting LLC 516-628-1098 [email protected]