skip to main content
Close Icon We use cookies to improve your website experience.  To learn about our use of cookies and how you can manage your cookie settings, please see our Cookie Policy.  By continuing to use the website, you consent to our use of cookies.
Global Search Configuration


This report is an analysis and explanation of the recently published Ovum Workforce Optimization Technologies Forecast: 2017–22.


  • Once limited to its core functionalities of call recording and WFM focused in North America and Europe, WFO is quickly expending in other offerings and global regions.

Features and Benefits

  • Assesses and analyzes the growing and changing market for WFO services on a global basis.
  • Enables enterprises and vendors in the WFO marketplace to better evaluate the future demand for WFO offerings.

Key questions answered

  • How will the mix of WFO-related applications change over the next five years?
  • What are the drivers of WFO technology market growth by region and vertical markets?

Table of contents


  • Catalyst
  • Ovum view
  • Key messages


  • Recommendations for enterprises
  • Recommendations for vendors

Regional WFO growth trends show much variation

  • Mature WFO regions show steady growth but at lower rates

Spending growth by technology will vary from 1% to 7%

  • Analytics is clearly the driver of growth across technologies
  • WFO tool popularity supports the case for suites

WFO displays consistent growth across verticals

  • Financial services retains its position as largest WFO segment
  • Highest growth segments will include healthcare, TMT, financial services, and professional services


  • Methodology
  • Further reading
  • Author

Recommended Articles


Have any questions? Speak to a Specialist

Europe, Middle East & Africa team: +44 7771 980316

Asia-Pacific team: +61 (0)3 960 16700

US team: +1 212-652-5335

Email us at

You can also contact your named/allocated Client Services Executive using their direct dial.
PR enquiries - Email us at

Contact marketing -

Already an Ovum client? Login to the Knowledge Center now