(BW)(AZ-SADDLETREE-RESEARCH) Workforce Management Software Gaining Market Momentum According to Recent Saddletree Research Study

Business Editors/High-Tech Writers

SCOTTSDALE, Ariz.--(BUSINESS WIRE)--Feb. 5, 2001--The U.S. market for contact center workforce management software is expected to grow at a compound annual growth rate (CAGR) of 74 percent through the year 2004, according to a recently published report from Saddletree Research Inc.
Workforce management software, which enables efficient scheduling of multi-skilled agents in both traditional voice-based call centers as well as multi-channel contact centers, has become a high-profile market segment as the value of human resources in the evolving customer care industry has continued to increase in importance.
"Effective scheduling and workforce management has become a critical component in the successful implementation of an overall customer relationship management (CRM) strategy," said Saddletree chief analyst Paul Stockford, author of the report.
"As well-educated, multi-skilled agents become the norm in the next generation contact center, workforce management software will be an indispensable tool in terms of ensuring that the right number of agents, with the right combination of skills, will be available to meet the customer service requirements of an increasingly demanding consumer base."
According to Stockford, "The number of vendors offering workforce management software has doubled in the past 18 months, and the low penetration of this software into the existing base of call centers in the U.S. translates to a competitive market offering significant new opportunities in the future."
Saddletree Research estimates that penetration of workforce management software in U.S. call centers was less than 12 percent at the end of 2000. Shipments of workforce management software are expected to grow at a CAGR of 70 percent over the five-year period 2000-2004, leading to revenues of $1.2 billion by the year 2004.
For more information on this report, "The U.S. Workforce Management Software Market: 2000-2004," contact Saddletree Research at 480/922-5949 or via e-mail at info@saddletreeresearch.com.

About Saddletree Research

Saddletree Research Inc. (www.saddletreeresearch.com) is a high technology market research firm specializing in emerging companies and technologies in the contact center, customer relationship management (CRM), computer telephony, and Internet communications markets.

CONTACT: Saddletree Research Inc., Scottsdale

Paul Stockford, 480/922-5949

pstockford@saddletreeresearch.com

KEYWORD: ARIZONA

INDUSTRY KEYWORD: COMPUTERS/ELECTRONICS E-COMMERCE INTERNET

SOFTWARE TELECOMMUNICATIONS