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2019-2020 Workforce Optimization Product and Market Report

  • ID: 4989407
  • Report
  • February 2020
  • Region: Global
  • DMG Consulting LLC
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Investments in Automation and AI-Enabled Analytics are Expected to Continue at a Brisk Rate for at Least the Next 5 Years

FEATURED COMPANIES

  • Aspect Software, Inc.
  • Authority Software
  • Calabrio
  • NICE
  • OnviSource
  • Verint Systems
  • MORE

Demand for traditional workforce optimization (WFO) functionality is still strong, and interest in the new generation of solutions, such as analytics-enabled QM (AQM), bolstered by smarter and faster technology, is growing at unprecedented rates. Investments in automation and AI-enabled analytics are expected to continue at a brisk rate for at least the next 5 years.

WFO suites have been transformed into analytics suites

Contact center WFO suites have been steadily enhanced and expanded over the past decade. The introduction of automation and artificial intelligence (AI) into these suites has enabled the vendors to offer new benefits, including greater insights into agent performance as well as a customer-centric view of service, focused on their needs and wants. Improving the customer journey is at the heart of the new generation of contact center WFO suites and an area of great investment.

Companies are investing in building omnichannel servicing environments, and customers are interacting with companies in a wide variety of channels, both self-service and human-assisted. It’s critical for enterprises to find out which methods are working and where there are challenges to a frictionless customer experience. This is driving investments in omnichannel analytics, including interaction analytics and other solutions that can capture and measure the complete customer journey. Customer journey analytics (CJA) will become an essential tool for capturing and analyzing all aspects of the customer journey, from the first touch through the entire customer lifecycle.

Comprehensive Coverage and Insightful Analysis

This annual Workforce Optimization Product and Market Report analyzes the WFO market and product suites. The Report examines the servicing, business and management megatrends that are driving transformational changes in the contact center, the workforce and the technology that supports them. It provides all of the vendor, product, functional, technical, pricing and operational information required for contact center, IT and enterprise leaders to select the right solution and vendor to meet their current and future WFO needs.

This report also compares WFO market activity for first-half 2019 vs. first-half 2018 and provides 5-year market projections for all 12 WFO application components. The 2019 - 2020 edition of the Workforce Optimization Product and Market Report covers 7 leading and contending vendors: Aspect, Calabrio, NICE, OnviSource, Verint and ZOOM International. Authority Software is also covered, at a high level.

The Report Includes:

  • Analysis of WFO recording market segments and vendor-supported activities
  • Overview of the functional components of a WFO solution, including core and optional modules offered in the 6 featured WFO suites
  • Market and business trends and challenges that are driving enterprise investments and influencing product development
  • WFO market innovation, including a review of recently introduced functionality and what is planned for the next 12 - 18 months
  • An insightful discussion of the megatrends - digital transformation, AI enablement, automation and the hybrid workforce - that are driving transformational changes in the contact center, the workforce and the technology that supports them
  • Examination of how AI-enabled WFO is required to support the interaction centers of the future and a comparative analysis of 14 key WFO suite functional capabilities in the 6 featured solutions
  • Detailed revenue and market share analyses featuring first-half 2019 vs. first-half 2018 revenue comparisons, by vendor, based on GAAP revenue for the total company, the contact center WFO segment, the quality management/recording (WFO) sector, voice recording, contact center, and non-contact-center voice recording, and QM
  • 5-year WFO market projections for 2019 - 2023
  • Review of the WFO competitive landscape, and vendor competitive positioning
  • Overview of the 6 leading and contending WFO vendors, including company snapshots, high-level WFO suite functional overview, and reporting security and compliance capabilities
  • Implementation analysis, including time frames, return on investment (ROI) and quantifiable benefits
  • Comprehensive customer satisfaction survey results that measure and rank ratings across 18 WFO components, 11 product capabilities and 10 vendor categories
  • Detailed pricing analysis for a 250-seat on-premise and cloud-based quality management (QM)/recording/coaching implementation, including incremental costs for workforce management (WFM), contact center performance management (CCPM), surveying/voice of the customer (VoC), interaction analytics (IA), desktop analytics (DA), gamification and CJA
  • Detailed company reports for the 7 leading and contending WFO vendors, analyzing their products, functionality, and future product development plans
  • Comprehensive WFO Vendor Directory

Please Note: A customer license letter agreement needs to be signed prior to delivery of this product. This letter will be sent to you via email after your order is placed.
Note: Product cover images may vary from those shown
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FEATURED COMPANIES

  • Aspect Software, Inc.
  • Authority Software
  • Calabrio
  • NICE
  • OnviSource
  • Verint Systems
  • MORE

1. Executive Summary

2. Introduction

3. Research Methodology
3.1 Report Participation Criteria

4. WFO Market Segments

5. Workforce Optimization Defined
5.1 WFO Vendor Suite Overview

6. WFO Trends and Challenges
6.1 WFO 2020 Trends
6.2 WFO 2020 Challenges

7. WFO Market Innovation
7.1 New Features
7.2 Emerging Capabilities

8. Contact Centers: The Next 10 Years
8.1 Digital Transformation
8.2 Automation and AI Enablement
8.3 Hybrid Workforce
8.4 KPIs that Measure What’s Important

9. WFO Suites in 2020
9.1 Recording
9.2 Quality Management/Analytics-Enabled Quality Management
9.3 WFM
9.4 Interaction Analytics
9.5 Surveying/Voice-of-the-Customer
9.6 Contact Center Performance Management
9.7 Gamification
9.8 Knowledge Management
9.9 Customer Journey Analytics
9.10 Desktop Analytics
9.11 Robotic Process Automation
9.12 Predictive Analytics
9.13 Coaching
9.14 Back-Office/Branch WFO

10. WFO Market Activity Analysis
10.1 Financial Information Sources
10.2 Debates about Methodology
10.3 Methodology
10.4 Total GAAP Revenue and Market Share, First- Half 2019 vs. First-Half 2018 (all WFO-related vendors)
10.5 Total Contact Center WFO Revenue and Market Share, First-Half 2019 vs. First-Half 2018
10.6 Total Voice Recording Revenue and Market Share, First-Half 2019 vs. First-Half 2018 Comparison
10.7 QM Application Revenue and Market Share, First-Half 2019 vs. First-Half 2018 Comparison

11. Market Projections for 2019 through 2023

12. WFO Competitive Landscape
12.1 WFO Suite Competitive Positioning
12.2 Company Snapshot

13. WFO Funtional Analysis
13.1 High-Level Functional Summary
13.2 Dashboards, Reporting and Business Intelligence
13.3 Security
13.4 Compliance Management

14. Vendor Implementation Analysis

15. WFO Vendor Satisfaction Analysis
15.1 Summary of Survey Findings and Analysis: Vendor Categories
15.1.1 Vendor Satisfaction by Sub-Category and Customer
15.2 Summary of Survey Findings and Analysis: WFO Components
15.2.1 WFO Components Satisfaction by Sub-Category and Customer
15.3 Summary of Survey Findings and Analysis: Product Capabilities
15.3.1 Product Capabilities Satisfaction by Sub-Category and Customer
15.4 Customer Background and Insights
15.4.1 Channels Supported
15.4.2 Digital Transformation
15.4.3 Strengths of WFO Solutions
15.4.4 Product Enhancements
15.4.5 Additional Comments

16. Pricing
16.1 Premise-Based Pricing
16.2 Pricing for a 250-Seat Cloud-Based WFO Solution

17. Company Reports
17.1 Aspect Software, Inc.
17.2 Authority Software
17.3 Calabrio
17.4 NICE
17.5 OnviSource
17.6 Verint Systems
17.7 ZOOM International

Appendix: WFO Vendor Directory

List of Figures
Figure 1: WFO Market Segments
Figure 2: Supported Market Segments, by Vendor
Figure 3: Contact Center Workforce Optimization Suite
Figure 4: WFO Functional Components Summary
Figure 5: WFO 2020 Trends
Figure 6: WFO 2020 Challenges
Figure 7: New Product Features, by Vendor
Figure 8: Future Enhancements, by Category
Figure 9: Digital Transformation
Figure 10: Automation and AI-Enablement
Figure 11: Characteristics of Contact Centers in 10 - 15 Years
Figure 12: Top Uses of AI Technology
Figure 13: Recording, Retrieval, and Playback
Figure 14: How AQM Works
Figure 15: QM/AQM
Figure 16: Enterprise WFM Suite Components
Figure 17: WFM
Figure 18: How Interaction Analytics Works
Figure 19: Interaction Analytics
Figure 20: Surveying/VoC
Figure 21: Contact Center Performance Management/Business Intelligence Portal
Figure 22: CCPM
Figure 23: Gamification
Figure 24: Knowledge Management
Figure 25: CJA Defined
Figure 26: Customer Journey Analytics
Figure 27: Desktop Analytics Defined
Figure 28: Desktop Analytics
Figure 29: RPA Building Blocks
Figure 30: Attended vs. Unattended Automation
Figure 31: Attended and Unattended RPA
Figure 32: Predictive Analytics
Figure 33: Coaching
Figure 34: Back-Office WFO
Figure 35: Total Company GAAP Revenue and Market Share, First-Half 2019 vs. First-Half 2018 Comparison
Figure 36: Contact Center WFO Revenue and Market Share, First-Half 2019 vs. First-Half 2018 Comparison
Figure 37: Total Voice Recording, First-Half 2019 vs. First-Half 2018 Comparison
Figure 38: QM Applications Revenue and Market Share, First-Half 2019 vs. First-Half 2018 Comparison
Figure 39: WFO Application Revenue Projections, 2019 - 2023
Figure 40: 2020 Contact Center WFO Suite Competitive Positioning
Figure 41: Company Information
Figure 42: High-Level Functional Summary
Figure 43: Dashboards, Reporting and Business Intelligence
Figure 44: Security
Figure 45: Compliance Management
Figure 46: Implementation Analysis
Figure 47: Customer Survey Rating Categories
Figure 48: Average Vendor Satisfaction Ratings, by Category
Figure 49: Overall WFO Product Suite Satisfaction Ratings, by Customer
Figure 50: Implementation Satisfaction Ratings, by Customer
Figure 51: Training Satisfaction Ratings, by Customer
Figure 52: Professional Services Satisfaction Ratings, by Customer
Figure 53: Ongoing Service and Support Satisfaction Ratings, by Customer
Figure 54: Planned Product Innovations Satisfaction Ratings, by Customer
Figure 55: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
Figure 56: Vendor Communication Satisfaction Ratings, by Customer
Figure 57: Pricing Satisfaction Ratings, by Customer
Figure 58: Overall Vendor Satisfaction Ratings, by Customer
Figure 59: Average WFO Components Satisfaction Ratings, by Category
Figure 60: Voice Recording Satisfaction Ratings, by Customer
Figure 61: Digital Channel Recording (Screen) Satisfaction Ratings, by Customer
Figure 62: Quality Management Satisfaction Ratings, by Customer
Figure 63: Coaching Satisfaction Ratings, by Customer
Figure 64: eLearning Satisfaction Ratings, by Customer
Figure 65: Workforce Management Satisfaction Ratings, by Customer
Figure 66: Surveying/VoC Satisfaction Ratings, by Customer
Figure 67: Performance Management Satisfaction Ratings, by Customer
Figure 68: Knowledge Management Satisfaction Ratings, by Customer
Figure 69: Interaction (Speech and Text) Analytics Satisfaction Ratings, by Customer
Figure 70: Voice Biometrics Satisfaction Ratings, by Customer
Figure 71: Desktop Analytics Satisfaction Ratings, by Customer
Figure 72: Predictive Analytics Satisfaction Ratings, by Customer
Figure 73: Customer Journey Analytics Satisfaction Ratings, by Customer
Figure 74: Gamification Satisfaction Ratings, by Customer
Figure 75: Intelligent Virtual Agent Satisfaction Ratings, by Customer
Figure 76: Robotic Process Automation Satisfaction Ratings, by Customer
Figure 77: Back-Office WFO Satisfaction Ratings, by Customer
Figure 78: Average Product Capabilities Satisfaction Ratings, by Category
Figure 79: Omni-Channel Capabilities Satisfaction Ratings, by Customer
Figure 80: Regulatory and Compliance Features Satisfaction Ratings, by Customer
Figure 81: Supervisor Interface and User Experience Satisfaction Ratings, by Customer
Figure 82: Agent Features Satisfaction Ratings, by Customer
Figure 83: Ability to Leverage Results from Each Module Across the Suite Satisfaction Ratings, by Customer
Figure 84: Ability to Provide Business Intelligence Satisfaction Ratings, by Customer
Figure 85: System Security Satisfaction Ratings, by Customer
Figure 86: Ease of Configuration/Use/Maintenance Satisfaction Ratings, by Customer
Figure 87: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
Figure 89: Artificial Intelligence Enablement Satisfaction Ratings, by Customer
Figure 90: What channels do you use your WFO solution to support?
Figure 91: What are the top 3 - 5 ways your WFO solution and/or vendor is helping your organization with your digital transformation?
Figure 92: Please tell us the top 3 - 5 strengths of your WFO solution.
Figure 93: What product enhancements would you like to see?
Figure 94: Additional comments about your experience with the vendor and/or product.
Figure 95: Enterprise Pricing for a Single-Site, 250-Seat Premise-Based Solution
Figure 96: Enterprise Pricing for a Single-Site, 250-Seat Cloud-Based Solution

Note: Product cover images may vary from those shown
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  • Aspect Software, Inc.
  • Authority Software
  • Calabrio
  • NICE
  • OnviSource
  • Verint Systems
  • ZOOM International
Note: Product cover images may vary from those shown
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