2018-2019 Workforce Management Product and Market Report

  • ID: 4492904
  • Report
  • Region: Global
  • 416 Pages
  • DMG Consulting LLC
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This Report is Designed to Help Organizations Select the Right Solution, Technology, Functionality and Partner to Meet Their Existing and Future Front and Back Office WFM Needs

FEATURED COMPANIES

  • Aspect Software, Inc.
  • Calabrio
  • Genesys
  • Intradiem
  • NICE
  • Teleopti
  • MORE

The WFM sector has never been healthier; most of the growth is from sales to contact centers, but adoption of WFM solutions is picking up in branches and back offices. The market is experiencing a major technology refresh due to the transition to the cloud and digital transformation. The strong momentum in the WFM market is encouraging vendors to make substantial investments in upgrading their platforms and functionality, but changes to the underlying architecture, data models and databases will be needed to deliver NewGen real-time adaptive solutions, which are instrumental in the future of WFM. Besides the opportunity to transform and revolutionize WFM in contact centers, there is an even bigger opportunity to sell these solutions to back offices and branches.

It is expected that the WFM sector will continue to grow at a strong rate for a mature market. The number of WFM seats is expected to increase by 9% in 2018 and 2019, and by 10% in 2020, 2021 and 2022.

Real-time adaptive capabilities will be instrumental in the future of WFM:

There is great opportunity to build a new generation of WFM solutions that are more closely tied to the routing engines of contact center infrastructure solutions. Strong sales momentum in the WFM market is encouraging vendors to make substantial investments in upgrading their platforms and functionality, but changes to the underlying architecture, data models and databases will be needed to deliver NewGen real-time adaptive solutions. Current-generation WFM solutions use algorithms to predict the future. NewGen WFM solutions will use real-time adaptive capabilities combined with machine learning and artificial intelligence (AI) to improve the accuracy of forecasts and schedules. In the meantime, adding real-time adaptive capabilities to an existing WFM solution will dramatically improve the benefits by allowing the solution to adjust to changes as they occur throughout a business day.

The 2018 - 2019 Workforce Management Product and Market Report provides an in-depth analysis of the contact center WFM market, the competitive landscape, product suites, technology, and innovation. It analyzes the service, business, and management trends that are redefining staffing paradigms, management practices, and how enterprises and their contact centers view and interact with their customers, prospects and employees. This Report provides an analysis of WFM market activity as well as 5-year market projections. It also explores back-office and branch WFM market opportunities and applications.

The Report Includes:

  • Overview of workforce management market segments and vendor-supported activities
  • Service deployment options for WFM solutions
  • Functional building blocks of contact center WFM suites, including core, value-added and optional modules
  • Business, service and management trends and challenges that are driving enterprise investments and influencing vendor innovation
  • WFM market innovation, including a review of recently introduced functionality and what is planned for the next 12 - 18 months
  • Insightful discussion of the impact of the digital transformation on WFM innovation, including omni-channel forecasting and scheduling, mobility and globalization
  • Explanation of how real-time adaptive scheduling is the future of WFM
  • Examination of how WFM is critical in creating an engaged and productive workforce
  • Update on the developing back-office and branch capabilities of the featured WFM suite providers
  • Analysis of long-term strategic planning capabilities, including hiring management and workspace allocation
  • WFM market activity analysis, adoption rates, and 5-year market growth projections
  • Review and assessment of the WFM competitive landscape
  • Overview of the 7 leading and contending WFM vendors, including company snapshots, WFM suites, packaged solutions and small and mid-size business (SMB) offerings
  • WFM benefits and return on investment (ROI) analysis
  • Implementation analysis, including vendor methodology, best practices, maintenance and support, workshops, training and professional services
  • Vendor pricing for 250-seat on-premise and cloud-based WFM implementations, including incremental costs for optional modules
  • Comprehensive customer satisfaction survey results that measure and rank ratings across 21 product components, 13 effectiveness categories and 10 vendor categories
  • Detailed company reports for the 7 leading and contending WFM vendors, analyzing their products, functionality, and future product development plans
  • Comprehensive WFM Vendor Directory
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Note: Product cover images may vary from those shown
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FEATURED COMPANIES

  • Aspect Software, Inc.
  • Calabrio
  • Genesys
  • Intradiem
  • NICE
  • Teleopti
  • MORE

1. Executive Summary

2. Introduction

3. Research Methodology
3.1 Report Participation Criteria

4. Workforce Management Market Segments

5. Vendor Service Delivery Models
5.1 Service Delivery Definitions
5.2 Vendor Service Delivery Options

6. Workforce Management Functional Building Blocks
6.1 Core, Value-Added, Optional
6.2 Vendor High-Level WFM Suite Characteristics
6.3 Integration capabilities
6.4 Security
6.5 Dashboards, Reporting and Analytics

7. Workforce Management Trends and Challenges
7.1 Workforce Management Trends
7.2 Workforce Management Challenges

8. Workforce Management Market Innovation
8.1 New Product Features
8.2 Future Enhancements

9. WFM for the Digital Age
9.1 Omni-Channel Forecasting
9.2 Algorithms
9.3 Omni-Channel Scheduling
9.4 Omni-Channel Customer Experience
9.5 Mobility
9.6 Globalization

10. Intraday Management and Automation

11. Shrinkage

12. Real-Time Adherence

13. Real-Time Adaptive Scheduling Bridges the Staffing Gap
13.1 What is Adaptive Real-Time Scheduling?
13.2 Adaptive Real-Time Scheduling? Intraday Management
13.3 Benefits of Adaptive Real-Time Scheduling
13.4 Adaptive Real-Time Scheduling Decision Framework
13.5 Vendor Adaptive Real-Time Scheduling Capabilities

14. An Engaged and Productive Workforce
14.1 Agent Self-Service
14.2 Time-Off Management and Work/Life Balance
14.3 eLearning/Meeting Management
14.4 Gamification

15. Planning for Long-Term Success - Strategic Planning
15.1 Vendor Long-Term Strategic Planning Capabilities
15.2 Hiring Management Capabilities
15.3 Workspace Allocation Capabilities

16. Back-Office WFM
16.1 Back-Office WFM

17. Workforce Management Market Activity Analysis
17.1 Validating Market Numbers
17.2 WFM Market Share Analysis

18. Workforce Management Market Adoption

19. Workforce Management Projections

20. Contact Center Workforce Management Competitive Landscape
20.1 WFM Vendor Summaries

21. Workforce Management Vendors and Solutions
21.1 Company Snapshot
21.2 Vendor High-Level WFM Suite Components
21.3 Packaged Solutions
21.4 SMB Offerings

22. Workforce Management Benefits and Return on Investment
22.1 Vendor WFM Benefit Categories
22.2 WFM ROI Analysis

23. Implementation Analysis
23.1 Implementation Process
23.2 Implementation Best Practices
23.3 Training and Professional Services
23.4 Maintenance and Support

24. Pricing
24.1 Premise-Based Price Range, by Solution
24.2 Premise-Based Pricing
24.3 Cloud-Based Pricing

25. WFM Vendor Satisfaction Analysis
25.1 Summary of Survey Findings and Analysis: Vendor Categories
25.1.1 Vendor Satisfaction by Sub-Category and Customer
25.2 Summary of Survey Findings and Analysis: Product Categories
25.2.1 Product Satisfaction by Sub-Category and Customer
25.3 Summary of Survey Findings and Analysis: Product Effectiveness
25.3.1 Product Effectiveness by Sub-Category and Customer
25.4 Customer Background and Insights
25.4.1 Customer Background
25.4.2 Top Challenges to Solve with a WFM Solution
25.4.3 Strengths of WFM Solutions
25.4.4 Product Enhancements
25.4.5 Additional Comments

26. Company Reports
26.1 Aspect Software, Inc.
26.2 Calabrio
26.3 Genesys
26.4 Intradiem
26.5 NICE
26.6 Teleopti
26.7 Verint Systems

27. Appendix: Workforce Management Vendor Directory

List of Figures
Figure 1: WFM Market Segments
Figure 2: Vendor Supported Market Segments
Figure 3: Service Delivery Models, Advantages and Disadvantages
Figure 4: Service Delivery Definitions
Figure 5: Vendor Service Delivery Options
Figure 6: WFM Building Blocks
Figure 7: High-Level WFM Suite Capabilities
Figure 8: Integration Capabilities
Figure 9: Security
Figure 10: Dashboards, Reporting and Analytics
Figure 11: WFM Trends for 2018
Figure 12: WFM Challenges for 2018
Figure 13: New Product Features, by Vendor
Figure 14: New Product Features, by Category
Figure 15: Future Enhancements, by Category
Figure 16: Omni-Channel Functionality
Figure 17: Omni-Channel Forecasting
Figure 18: Algorithms
Figure 19: Omni-Channel Scheduling
Figure 20: Omni-Channel Customer Experience
Figure 21: Mobility
Figure 22: Globalization
Figure 23: Intraday Management and Automation
Figure 24: Shrinkage
Figure 25: Real-Time Adherence
Figure 26: Adaptive Real-Time Scheduling Defined
Figure 27: Intraday Management vs. Real-Time Adaptive Scheduling
Figure 28: The Benefits of Real-Time Adaptive Scheduling
Figure 29: Adaptive Real-Time Scheduling
Figure 30: Agent Self-Service
Figure 31: Time-Off Vacation Management
Figure 32: eLearning/Meeting Management
Figure 33: Gamification Features to Promote Agent Engagement
Figure 34: Gamification
Figure 35: Long-Term Planning and Budgeting
Figure 36: Hiring Management
Figure 37: Workspace Allocation
Figure 38: Back-Office/Branch
Figure 39: WFM Market Activity, as of December 31, 2017
Figure 40: Intraday Management Market Activity, as of December 31, 2017
Figure 41: Total Number of Intraday Management Customers and Seats, 2014 - 2017 Trends
Figure 42: WFM Market Share by Number of Seats, as of December 31, 2017
Figure 43: WFM Market Share by Number of Seats, as of December 31, 2017
Figure 44: Total Number of WFM Seats and Customers, 2017 vs. 2016 Comparison
Figure 45: Total Number of WFM Seats, 2008 - 2017 Trends
Figure 46: WFM Seat Projections, 2018 - 2022
Figure 47: WFM Market Vendor Framework
Figure 48: Company Information
Figure 49: High-Level WFO Suite Components
Figure 50: Packaged Offerings
Figure 51: Small and Mid-Sized Offerings
Figure 52: Vendor WFM Benefit Categories
Figure 53: WFM ROI Analysis
Figure 54: Implementation, Professional Services, Training and Support
Figure 55: Implementation Best Practices
Figure 56: Training and Professional Services
Figure 57: Maintenance and Support
Figure 58: 2018 Premise-Based Price Ranges, by Solution
Figure 59: Premise-Based Pricing for Forecasting and Scheduling for a Single-Site, 250-Seat Contact Center
Figure 60: Premise-Based Pricing for Incremental WFM Modules for a Single-Site, 250-Seat Contact Center
Figure 61: Cloud-Based Pricing for Forecasting and Scheduling for a Single-Site, 250-Seat Contact Center
Figure 62: Cloud-Based Pricing for Incremental WFM Modules for a Single-Site, 250-Seat Contact Center
Figure 63: Customer Survey Rating Categories
Figure 64: Average Satisfaction Ratings, by Category
Figure 65: Current Product Satisfaction Ratings, by Customer
Figure 66: Implementation Satisfaction Ratings, by Customer
Figure 67: Training Satisfaction Ratings, by Customer
Figure 68: Professional Services Satisfaction Ratings, by Customer
Figure 69: Ongoing Service and Support Satisfaction Ratings, by Customer
Figure 70: Planned Product Innovation Satisfaction Ratings, by Customer
Figure 71: Pricing Satisfaction Ratings, by Customer
Figure 72: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
Figure 73: Vendor Communication Satisfaction Ratings, by Customer
Figure 74: Overall Vendor Satisfaction Ratings, by Customer
Figure 75: Product Satisfaction Ratings by Category
Figure 76: Omni-Channel Forecasting Satisfaction Ratings, by Customer
Figure 77: Multi-Skill Scheduling Satisfaction Ratings, by Customer
Figure 78: Intraday Management Capabilities Satisfaction Ratings, by Customer
Figure 79: Real-Time Adherence Features Satisfaction Ratings, by Customer
Figure 80: Agent Self-Service Features Satisfaction Ratings, by Customer
Figure 81: Vacation/Time-Off Management Features and Functionality Satisfaction Ratings, by Customer
Figure 82: eLearning/Meeting Management Capabilities Satisfaction Ratings, by Customer
Figure 83: Long-Term Strategic Planning Capabilities Satisfaction Ratings, by Customer
Figure 84: Budgeting/Cost Management Capabilities Satisfaction Ratings, by Customer
Figure 85: Timekeeping and Payroll Management Features Satisfaction Ratings, by Customer
Figure 86: Back-Office/Branch Functionality Satisfaction Ratings, by Customer
Figure 87: Reporting/Dashboards Satisfaction Ratings, by Customer
Figure 88: Ease of System Configuration/Set-Up/Use Satisfaction Ratings, by Customer
Figure 89: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
Figure 90: Mobility Features Satisfaction Ratings, by Customer
Figure 91: Hiring Management Satisfaction Ratings, by Customer
Figure 92: Workspace Allocation Satisfaction Ratings, by Customer
Figure 93: Gamification Satisfaction Ratings, by Customer
Figure 94: Performance Management Satisfaction Ratings, by Customer
Figure 95: Desktop Analytics Satisfaction Ratings, by Customer
Figure 96: Robotic Process Automation Satisfaction Ratings, by Customer
Figure 97: Product Effectiveness Ratings by Category
Figure 98: Ability to Forecast Accurately Satisfaction Ratings, by Customer
Figure 99: Ability to Schedule Efficiently and Effectively Satisfaction Ratings, by Customer
Figure 100: Ability to Improve Agent Utilization/Occupancy Satisfaction Ratings, by Customer
Figure 101: Ability to Improve Agent Adherence Satisfaction Ratings, by Customer
Figure 102: Ability to Automatically Identify and Automate Real-Time Intraday Management Adjustments Satisfaction Ratings, by Customer
Figure 103: Ability to Manage Planned and Unplanned Shrinkage Satisfaction Ratings, by Customer
Figure 104: Ability to Support Agent Self-Scheduling and Scheduling Preferences Satisfaction Ratings, by Customer
Figure 105: Ability to Support Complex Global Work Rules Satisfaction Ratings, by Customer
Figure 106: Ability to Support Flex-Scheduling Satisfaction Ratings, by Customer
Figure 107: Ability to Streamline Administrative Processes Satisfaction Ratings, by Customer
Figure 108: Ability to Create Long-Term Staffing Plans at the Skill Level Satisfaction Ratings, by Customer
Figure 109: Ability to Improve Supervisor Real-Time Oversight Satisfaction Ratings, by Customer
Figure 110: Ability to Improve Contact Center Performance Satisfaction Ratings, by Customer
Figure 111: What channels do you use your WFM solution to support?
Figure 112: What were the top 3 - 5 challenges you wanted to solve with the WFM solution?
Figure 113: Please tell us the top 3 - 5 strengths of your WFM solution.
Figure 114: Please list the product enhancements you would like to see.
Figure 115: Additional comments about your experience with the vendor and/or product

Note: Product cover images may vary from those shown
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  • Aspect Software, Inc.
  • Calabrio
  • Genesys
  • Intradiem
  • NICE
  • Teleopti
  • Verint Systems
Note: Product cover images may vary from those shown
5 of 4
Note: Product cover images may vary from those shown
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