Thanks to AI and RPA, the WFO Market Surges - DMG Consulting LLC

The first half of 2018 was strong for the workforce optimization (WFO) market in general, up 6.4 percent compared to the first half of 2017, and excellent for the contact center segment, which grew by 24.2 percent during this period. The two market leaders, NICE and Verint, which together accounted for 75.5 percent of the total company GAAP revenue in the WFO suite market in the first half of 2018, each experienced strong revenue growth. NICE's total company revenue increased 9.8 percent in the fiscal first half of 2018 compared to the first half of 2017, and Verint's revenue grew by 11.2 percent in the same period. Based on our ongoing analysis of this market, the first half of 2018 has been good overall for the majority of WFO vendors. Total company revenue for the WFO market in the first half of 2018 was $1.685 billion, up $101.7 million from $1.583 billion in the first half of 2017.