2008 was a good year for workforce management software, with sales up 7.4 percent, reports market research firm DMG Consulting.
Small vendors and those with standalone products saw the most growth in the systems that help manage multi-site, multi-channel (phone, e-mail, IM/Chat, fax, mail) and multi-skill contact centers, reports TMCNet.
One of their biggest advantages is to help set appropriate staffing levels, but many of these systems also offer benefits beyond the call center, such as in back-office operations, remote offices or retail locations.
DMG is predicting continuing growth despite the economy. It's forecasting sales will increase by 6 percent in 2009, 7 percent in 2010, and 9 percent in 2011