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Workforce Management Software Market Holds Steady in Tough Economy According to Recent Saddletree Research Study

Friday, August 12, 2005

BW2096 AUG 12, 2002 5:05 PACIFIC 08:05 EASTERN

( BW)(AZ-SADDLETREE-RESEARCH) Workforce Management Software Market Holds Steady in Tough Economy According to Recent Saddletree Research Study

Business Editors/High-Tech Writers

SCOTTSDALE, Ariz.--(BUSINESS WIRE)--Aug. 12, 2002--The U.S. market for contact center workforce management software is expected to grow at a compound annual growth rate (CAGR) of 48.3 percent through the year 2006 according to a recently published report from Saddletree Research.

As contact center industry trends point toward a return to reliance upon human interaction rather than technology to maintain customer relationships, workforce management software continues to grow in importance to successful and profitable contact center operations.

"The fact that workforce management software has weathered the severe downturns in the economy and in the telecommunications industry with only a slight decline in revenues is testament to the strength of this robust and critically important product segment," said Saddletree Chief Analyst Paul Stockford, author of the report. "Workforce management software has become an indispensable tool in the contemporary, multichannel customer communications center."

According to Stockford, "Despite a number of new vendors entering the market, there is still significant opportunity for growth in the future. Saddletree Research estimates that penetration of workforce management software in U.S. contact centers was approximately 11 percent at the end of 2001.

"We expect to see shipments of workforce management seats to grow at a CAGR of over 46 percent over the next five years leading to revenues of more than $780 million by 2006."

For more information on this report, "The U.S. Workforce Management Software Market: 2002 - 2006," contact Saddletree Research at  480/922-5949  or via e-mail at

About Saddletree Research

Saddletree Research Inc. ( is a high-technology market research firm specializing in emerging companies and technologies in the contact center and customer communications markets.


Saddletree Research Inc., Scottsdale
Paul Stockford,  480/922-5949 



SOURCE: Saddletree Research Inc.

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