2020 Projection Puts the Workforce Analytics Market at $860 Million

December 28, 2015

By John Casaretto
Contributing Writer

The market research firm MarketsandMarkets has put out a new report that projects the size of the workforce analytics market at $860.4 million by the year 2020. The report is titled "Workforce Analytics Market By Solution, Service (Consulting Services, System Integration Services, Managed Services), Deployment Type, End User, Vertical & by Region - Forecast to 2020". The forecast for five years out from today represents a growth from the current size of $422.5 million and a Compound Annual Growth Rate (CAGR) of 15.3 percent to 2020 towards $860.4 million.

Within the report, detailed information regarding the major factors influencing the growth of the Workforce Analytics Market is covered. This includes drivers, restraints, challenges, and opportunities in the industry. Additionally, it includes detailed analysis of the key industry players which provide insights into their business overview, products and services, key strategies, new product launches, mergers and acquisitions, partnerships, agreements, collaborations, and recent developments associated with the Workforce Analytics Market.

The projected growth reinforces a trend of rapid evolution, utilizing new technologies and globalization. Workforce composition is also a critical component in the greater picture. There is currently a limited pool of knowledgeable workforce along with an expectation that in the workforces in developing countries, skilled workforces will also shrink. This paradigm makes employees one of the costliest assets for organizations. It is within this challenge that workforce analytics meet the needs for cost optimization, customer needs, and employee demands. 

The demand for workforce analytics solutions will dominate the market on this trajectory of growth, gaining the largest market share around the world. Global labor regulations are changing, making the need for these solutions greater than ever before.  

Several verticals are ripe grounds for growth in the years ahead. Healthcare for example is on a constant curve of reinvention that is filled with opportunities for efficiency and cost improvements. The Banking, Financial Services, and Insurance (BFSI) vertical is projected to hold the largest market share in the Workforce Analytics Market in 2015 and beyond. This vertical is constantly modernizing, and has workforce challenges to meet in the years ahead. Additionally, the report indicates that worldwide, North America will hold the largest market share due to the presence and availability of analytics vendors. However, Asia-Pacific markets offer enticing growth opportunities as well. 

Edited by Kyle Piscioniere

Allstream Provides UC Service across U.S.-Canada Border

Allstream Provides UC Service across U.S.-Canada Border

December 28, 2015

Allstream, a company known in Canada for its unified communications (UC) software and connectivity solutions, recently announced that it has partnered with eLoyalty (News - Alert) to allow its clients to connect across the U.S.-Canada border.

Allstream’s Hosted Collaboration Solutions (HCS) software platform has made it easy for many businesses to handle communications within their enterprises. Now, that same application will include cross-border service in the same cloud-based format to which its clients have become accustomed. This can be a perfect fit for those organizations that have multiple locations and, until now, have had to use two or more hosting companies to keep their communications in working order.

Edith Cloutier, the vice president of sales and marketing at Allstream, speak to that point and mentions several other benefits that clients can expect from HCS.

“Our Hosted Collaboration Solution is backed by the security and reliability of our national fiber network and, being a cloud-based service, offers customers the benefits of simpler budgeting and greater agility with their IT and collaboration services when operating in both countries,” Cloutier said.

Enterprises that wish to use the service and initiate their purchases from either the U.S. or Canadian side of the border, can handle their transactions in either country’s currency. They pay for only the seats they use in each month, so the service can grow as the enterprise grows. But it never charges for more than the enterprise uses.

Clients can also take advantage of the redundancy of customer data collection that occurs from within the unified communications package. Allstream handles the collection and redundancy of data in locations that correspond to each enterprise’s location. This way, clients will never need to handle data from across a border.

This combination of efforts from Allstream and eLoyalty tries to make the operation of multiple sites, in multiple countries, as seamless as possible. Customers receive voice, video, presence, and mobility features so all their devices can work with the unified communications suite and every employee can complete their work inside and outside the office – regardless of hardware preference.

Edited by Peter Bernstein

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NFV Essentials Week in Review: Container Management and Cloud-RAN

NFV Essentials Week in Review: Container Management and Cloud-RAN

December 26, 2015

In recognition of the fact that we are in the holiday season, it seem like a good time to review the news in the NFV Essentials Community that you may not have had a chance to take a look at.  In recognition that time may be short for the next few days here were items of note:

  • Containers became a hot topic in 2015 and are only going to become more so in 2016 because of security concerns about the cloud and how to best protect data at rest and on the move.  It is why the announcement from Axiros of its enhanced container management platform AXC and its ability to smooth the path to SDN and NFV is noteworthy.

Weekend/Holiday Reading

For those of you who have time during the holiday season, the community homepage is your place to navigate to news, insights and a wealth of content on NFV that is constantly updated.  In fact, the featured resource page is a great place to get educated by industry experts and if you have not already signed up by all means subscribe to the free NFV Essentials eNewsletter.

On behalf of TMC we wish you a very happy holiday season.

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Telecom Signaling Week in Review: Star Wars Impact, LTE Advanced Pro, 5G on the Way

December 26, 2015

Because of the Christmas holiday it has been a short week but this did not mean that the end of the year would mean the end of newsworthy items in the Telecom Signaling Community. 

This will be short and sweet as we don’t wish to take you away from opening your presents and celebrating the holiday season with friends and family.

In the first item, and in line with the holiday spirit, I wanted to point readers to a fun exercise that web security firm Imperva has been conducting relating to tracking the impact of the open of Star Wars: The Force Awakens.  As you will see from reading the posting and visiting the Imperva site, while the Force may have awakened the Internet decided to take a nap

LTE is a recognized driver of the need for next generation telecom signaling, and increasing the speed of the service has significance for signaling providers as exemplified by the recent announcement that TeliaSonera's subsidiary NetCom in Norway set a speed world record with LTE Advanced Pro with speeds of up to 1 Gbit/s.

We also took note of the announcement from NetNumber that it has added a new security feature that will enable end-to-end mobile applications and services deal with increased signaling complexity.

Finally, for those who thought 5G was still on the horizon and that understanding the signaling requirements was still something for those in the labs to worry about, it is worth taking note of the fact that Russian telecommunications provider Mobile TeleSystems OJSC (MTS) has partnered with Ericsson to cooperate on 5G research and deployment in Russia. According to the Memorandum of Understanding (MOU) the two companies signed, this agreement will include spectrum studies of the next generation network and the building of a test system for the World Cup in 2016.

Weekend/Holiday Reading

The Telecom Signaling community news and insights are available 24/7/365 by using the home page as your guide to constantly updated news, whitepapers, data sheets and other valuable resources. If you have a chance and want to take a break for the holiday festivities to get caught up why not see what you may have missed recently. Plus, if you have not done so you should download the recently released LTE Diameter Signaling Index-4th Edition, and make full use of the Diameter Signaling calculator

On behalf of TMC we’d like to wish you and yours happy holidays.

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Next Generation Communications Week in Review: IoT Home Security, HFC, Eco-sustainability

While this week is a short one due to when Christmas is being celebrated, it did not mean there was a shortage of news and insights which covered the diverse interests of the Next Generation Communications Community.


As noted, despite the holiday there were some items that caught our attention. First, there was the announcement from Italian CSP TIM that it has selected community host Alcatel-Lucent (News - Alert) to upgrade it national backbone network using optical and SDN technologies.

And, speaking of thing relating to fixed network upgrades, WOW! Wholesale announced the avialbity of its Ethernet over Hybrid Fiber Coax (HFC)capabilities in symmetrical speeds at 3, 5, and 10 Mbps and support Metro Ethernet Forum (News - Alert) topologies.

In our last news item, Bell Labs is out with a informing consumers that simplifying digital home networks will lead to easier connectivity and reduce the need for technical assistance or home service repairs.


On the features side of things there was a lot of food for thought. 

We had a full house of features this week covering a diverse set of capabilities and insights. This included:

  • I finished my two-part series on ICT and efforts to simultaneously meet growing traffic demands while reducing their reliance on carbon emissions as eco-sustainability is becoming a major concern and ICT companies are meeting the challenges.  In this posting the focus is on the business case as to why being a good corporate citizen is good for business as well.
  • The significance of the cloud as a solution for meeting the pressing needs of healthcare providers to provide both better customer experiences as well as better protection of confidential data, is becoming almost undeniable for reasons that are worth understand.
  • Another week and another hackathon to report on. This time it was a recent event sponsored by ALU in France that looked at the security challenges facing IoT when it comes to capabilities being deployed in connected homes.
  • Last but not least, my colleague Paula Bernier (News - Alert), look at the importance of CDN Dimensioning
    to meet the coming traffic crush.

Weekend/Holiday reading

If you have the time in the coming days when not celebrating, the community home page, which is hopefully bookmarked, is your gateway to constantly up-dated news, whitepapers, videos, podcasts and case studies.  

For example, TechZine recommendations include: 

Plus, if you have time, the home page also has links to the other eZines, GRIDTalk, TRACKTALK and LIFETALK. And, the “Digital Ideas” section which has a series of informative podcasts.

Finally, on behalf of TMC (News - Alert) we wanted to wish you a happy holiday.

Transforming Network Infrastructure Week in Review: HP, 451 Research, Pluribus Networks

Transforming Network Infrastructure Week in Review: HP, 451 Research, Pluribus Networks

December 26, 2015

It's a shortened week for a lot of people this week, but it doesn't mean a shortage of news going around. That's especially true when it comes to transforming network infrastructure, a practice that never truly sleeps. So before tucking into that pile of presents under the tree, tuck into a big pile of news instead as we run down the biggest events of the week that was with our Week in Review coverage!

First, we had a look at Pluribus Networks' plan to step up its software defined networking (SDN) offering with a new architectural approach. Known as Virtualization-Centric Fabric (VCF), and designed for use in its Netviser OS for open switches, VCF delivers a complete virtualized connectivity, regardless of how many components are involved. Using both Virtual Port and Virtual Net segmentation, the end result allows the whole fabric to operate as one entity for easier use.

Next, we looked at the increasing demand in data center interconnect that was expected for data centers to come in the next several months, and word from 451 Research showed this was set for some big upswing. Growth is particularly expected from 25 Gigabit Ethernet (GbE) and 50 GbE switches, though the oddly-sized 40 GbE was set to see plenty of use in the field as well. Hyper-convergence, meanwhile, was set for a bit of a drop owing to too much focus in storage.

Best practices caught our attention next as we looked at the five best practices for both optimizing cloud and virtualization strategies. Putting these tools to work to focus on business resiliency was the first practice, followed by using these tools to adjust the economics of the data center. Using cloud and virtualization tools to focus on resources and users was next, as was encouragement to plan around overall capacity with an eye toward future growth, future-proofing operations. Finally, don't forget to carry out regular system tests to make sure everything is running as it should be.

Finally, we had a look at the two biggest names in cloud computing data center hardware. That HP and Cisco were top of the heap, according to word from Synergy Research, likely won't surprise anyone, but the extent of the control might. HP represents around 25 percent of all enterprise hardware installed for this purpose, and Cisco still controls the service provider hardware market on the strength of its networking presence, particularly its routers.

That was the week that was in transforming network infrastructure, and it was a big week indeed, even though it was a shorter week. Our global online community kept up a huge flow of news for us to consider, even as we settle in for a long holiday weekend. So be sure to come back here for all the latest in news with the last week of 2015, and every weekend as well for our Week in Review coverage!

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Cloud Contact Center Week in Review: Star Wars, Zappix, Humach & More

Cloud Contact Center Week in Review: Star Wars, Zappix, Humach & More

December 26, 2015

Having a great customer service now means being accessible across all channels so your customers can get in touch with you at all times. And a Cloud Contact Center delivers the omni-channel experience that lets consumers talk, chat, text, email or use video while they are doing their last minute shopping of the holidays.

As Star Wars breaks box office records, Steve Anderson uses the many different lessons in the movie as an analogy for delivering great customer service. Using the data from a Customer Think report, Steve highlights some key data points along with lessons that can be learned from unexpected sources. You can find his timely article here.

Although not in a galaxy far, far away, John Casaretto reported why full-suited cloud solutions are the ideal options for small and mid-sized businesses. A marketing research and analysis firm Frost & Sullivan revealed the Hosted/Cloud Contact Center Market in North America is going to grow in the years ahead, but the report indicated small and mid-sized contact center organizations have compelling reasons to embrace full-suite cloud contact center solutions. John’s analysis can be found here.

Let’s face it, some of the IVR system leave much to be desired, which may have left you asking, I wish I could use my voice to interact with this machine. And that is exactly what Zappix has done by adding voice command capabilities to augment its Smartphone Visual IVR (Interactive Voice Response). So all you have to do now is say what you want, and you can go directly to the exact prompt. Clayton Hamshar provides more details here.

If you haven’t heard of Humach, it is the blending of human and machine. In order to create a new Humach unit, WS Live purchased Bolder Thinking Communications so it can start delivering better customer service. According to Steve Anderson, who wrote the article, the creation of the new segment in the company will provide better access to automated tools that give the human part of the contact center a better chance to shine. You can read how WS Live is going to use the technology here.

These are just some of the articles for this week, but you can access free white papers, data sheets, webinars and featured reports about all things cloud contact center anytime.

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Call Center Services Week in Review: Aspect, Empirix, inContact, Convergys, More

It was a short week for business in the call center industry, but there was still no shortage of news. Let’s jump in.

Up top, whether they’ll admit it or not, the goal for a lot of contact centers is to be mostly self-sufficient, with callers enabled to easily navigate a simple menu to get their concerns answered quickly and efficiently. That’s the ideal; the reality is a bit more complex. Not every call center is at the level it would like to be, but there is some hope on the horizon. In a recent post on the Aspect (News - Alert).com blog in the U.K., tech writer Clare Angood looked at the issue and came up with some strong ideas. You can go HERE to see some of her thoughts on the matter.

Elsewhere, it doesn’t matter how quickly an operator picks up a customer call in a contact center. If the voice quality if less than stellar, an agitated customer will fast become a disgruntled one. That might be one reason why cloud contact center leader inContact has joined forces with Empirix (News - Alert) to deploy the latter’s IntelliSight solution. Empirix’ solution underpins the ability to validate performance of its new Voice as a Service (VaaS) offering and provide greater levels of transparency to customers. Details start HERE.

In less happy news it was noted that while customer service is incredibly important in the call center industry, employee-hiring rules are more than just making sure everyone is happy. If a company doesn’t follow the rules that are laid out in federal and state laws, they can actually come under some real fire. Such is the case with Convergys, once one of the most celebrated call center companies in the world. These days, the firm is facing a lawsuit from the U.S. Department of Labor in order to force its submission of its affirmative action documentation. These documents are required under federal contracts and the company’s call center in Tamarac, Florida has not followed those rules. Read all about it HERE, and go HERE for other industry news of interest.

Cloud Security Resource Week in Review: Security Brokers, Mobile Security, Threat Detection

December 19, 2015

This past week in the Cloud Security Resource Community in keeping with what has been a rather tumultuous year saw plenty to highlight in terms of news solutions as well as additional insights into market trends. Indeed, the week highlights the diversity and concerns of the community.

A great place to start is with the observations of community host CEO David Shearer, CEO, (ISC)2 on the importance of having certified cloud security experts minding your organization’s digital assets. 

Reports and insights that command attention of cloud security professionals cited this week include:

  • Much of the threats associated with the cloud surround assuring that personal devices like smartphones and tablets are properly protected both in native mode as well as when connected to the cloud, and as TMCnet’s Steve Anderson points out, the good news is that 2016 promises to have big advances for business mobile security.
  • Indicative of the attention being paid to securing the cloud as a top priority is the release of a new report predicting the cloud access security brokers market size will grow from USD 3.34 Billion in 2015 to USD 7.51 Billion by 2020, an estimated compound annual growth rate (CAGR) of 17.6 percent.  
  • The SANS Institute released a report about the value of automated threat detection for network use, and revealed that such systems can be a big part of reaching key goals.
  • Quocirca analysts Bob Tarzey and Rob Bamforth, in a recent report noted that as digital natives move into IT management positions as momentum builds to move more and more capabilities to the cloud security has become a top, if not the top, concern.

On the solutions side of the business the announcement that cloud-based security solutions providers Avanan and Check Point have teamed on comprehensive multi-layer solution, and the details of the

Weekend Reading

Tis the season to be jolly! It is also a good time if you have it to get caught up on cloud security news and insights. The community home page is designed to be your gateway to connect to valuable constantly updated content.  

In fact, you are urged to use the links on the right side of the home page to gain quick access to information about training, certifications and blogs from subject matter experts on best practices.  Plus, be sure to check out the latest additions to the community Resources.  And, if you have not done so, sign up for the free Cloud Security eNewsletter.

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Call Recording Week in Review: Marchex, TC&C, Global Connect

Call Recording Week in Review: Marchex, TC&C, Global Connect

December 19, 2015

This week’s call recording headlines were filled with news on the ways call recording is being used in UC offerings to take them to the ‘next level’ and offer the security and reassurance of having recordings of communications.

Marchex, a mobile advertising company announced this week that it now has the ability to redact credit card numbers in real time. This innovation is something the company is calling a “breakthrough” as many security concerns have been expressed over call recordings that capture this kind of sensitive information while trying to also remain in compliance.

“Analyzing call recordings are an effective way for enterprises to improve operational efficiency, customer service and messaging,” Jason Flaks, Marchex director of product and engineering, said. “For the first time, enterprises that accept credit card information have a secure, scalable way to do so in real-time while safeguarding consumers’ financial information.”

Also this week, contact center solutions provider TCN announced it plans to merge with Global Connect to create a new force in the cloud-contact center space.

Global Connect's executive team will be in charge of TCN's east coast operations, and will continue to work from the Mays Landing, N.J. office.

A new version of TC&C's CARIN365 call recording software has also been released. Version 9.0, which is also compatible with Cisco UC Manager 10.5

“We have been working closely with Cisco since 2004 to serve our customers with Cisco compatible solutions,” Juhasz said. “We received our fifth compatibility certification via Interoperability Verification Testing for CARIN, our unified communications recording suite, and are pleased to feature TC&C products on the Cisco Marketplace.”

Speaking of UC, the addition of call recording and other add-on features are being touted for helping enterprises save on costs.

UC helps companies to save money by avoiding paying double for data and consolidating with the use of SIP trunking as well as lower telecom rates and softphone features.

That’s all for this week. Check back for all the latest in Call Recording news as it happens. Until next week…

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