On February 1, 2017 Donna Fluss, president of DMG Consulting, posted an article on destinationcrm.com entitled “Workforce Optimization is Under Siege.” DMG Consulting, among other services, issues extraordinary lengthy questionnaires to contact center vendors every year and seeks to identify the features and functions of the software solutions those vendors provide. DMG Consulting also goes to great lengths to shed light on the revenues those vendors generate from their solutions. The February article is well worth a read. Fluss reveals that total company first half revenue for 2016 was about $1.67 billion, down nearly $6 million from about $1.68 billion in the same period of 2015. This is the first period over period decline ever experienced. Some vendors did better than others. She states that two companies accounted for the majority of the WFO sector’s revenue decrease in the first half of 2016: Verint and Aspect. Verint’s total company GAAP revenue dropped by $58.1 mill
Workforce Optimization Evangelist