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2021-2022 Workforce Management Product and Market Report

  • ID: 5305190
  • Report
  • March 2021
  • Region: Global
  • DMG Consulting LLC
New-Gen WFM: Uniquely Suited to Address Pandemic-Related Challenges and Beyond

FEATURED COMPANIES

  • Aspect Software, Inc.
  • Authority Software
  • Calabrio, Inc.
  • Eleveo
  • NICE
  • Playvox

The workforce management (WFM) market has attracted more investments and research and development (R&D) dollars in 2020 than ever before. This market has been advancing slowly toward digital transformation in the last couple of years. The pandemic has compelled enterprise and contact center executives to recognize the need to speed up the overhaul of their service environments along with their agent onboarding, scheduling and oversight capabilities. 

New-gen WFM: Uniquely suited to address pandemic-related challenges and beyond 

The migration of workers to home offices has complicated the scheduling challenge and created new issues for contact center management. For agents working at home, the pandemic has also shifted the work/life balance in often unexpected ways. New-gen WFM solutions have been instrumental in addressing the work-at-home (WAH) staffing challenge, supporting flex scheduling, agent self-service, mobility, and virtual hiring and onboarding of new agents. The more advanced WFM solutions have been essential tools for helping contact center supervisors and managers monitor their staff, regardless of where they are located, and keep them engaged. Among the most important capabilities for this purpose in WFM, suites are real-time adherence, intraday management, mobility, self-service. gamification and bi-directional communication. 

Once the pandemic eases worldwide, businesses will be confronted with the challenge of bringing some or all of their staff back into the office. This will be another driver of WFM growth, as these solutions will be a critical part of the process. Contact centers will use WFM to build schedules that minimize service disruptions, and innovative WFM vendors will develop features that allow employees to work together safely on-site. The specialized forecasting, scheduling and oversight capabilities of WFM solutions give contact centers a major advantage over other departments that lack these tools.

Authoritative and comprehensive analysis of this vital sector

The 14th edition of the Workforce Management Product and Market Report presents an in-depth analysis of the contact center WFM market, the competitive landscape, vendors, product suites, technology and innovation. The Report examines the business, market and technology trends and challenges confronting contact centers in the wake of the COVID-19 pandemic. It explores the technology and applications of new-gen WFM, which is an essential part of the transformation taking place in contact centers. The Report analyzes WFM market activity and provides 5-year projections. It also presents customer satisfaction survey results that rate the vendors and their products. 

The 2021 - 2022 Workforce Management Product and Market Report feature 5 WFM vendors: Aspect, Calabrio, NICE, Puzzel and Verint. It also provides a high-level overview of four new competitors in the WFM arena: Authority Software, Eleveo, Playvox and Salesforce.

Enterprise WFM Suite

The Report Includes:

  • Overview of the functional components that comprise a WFM solution, including core and optional modules offered in the 5 featured WFM suites, as well as small and mid-size business (SMB)/package solutions
  • Market, business and technology trends and challenges that are driving enterprise investments and influencing product development
  • WFM market innovation, including a review of recently introduced features and functionality and what is planned for the next 12 -18 months
  • Insightful exploration of New Gen WFM, highlighting the features, functionality and capabilities that make it a requirement for contact centers today and fortify its positioning as the future of WFM
  • Examination of WFM vendor opportunities precipitated by the COVID pandemic
  • In-depth analysis of WFM modules that facilitate engagement, empowerment and management of work-at-home (WAH) agents and remote staff
  • Review of the long-term planning capabilities, including hiring managers and workspace allocation capabilities, that will be instrumental in hiring and onboarding WAH/remote staff and facilitating the safe return to the office
  • WFM market activity analysis, adoption rates and 5-year market growth projections
  • Review and assessment of the WFM competitive landscape, including an overview of 4 new contenders in the WFM sector
  • WFM high-level functional summary, including user interfaces, security features and reporting and dashboards.
  • Implementation analysis, including implementation and return on investment (ROI) time frames, best practices, training and workshop offerings   
  • Vendor pricing for a 250-seat on-premise and cloud-based voice-only and a voice and digital channel WFM implementation for core forecasting and scheduling plus incremental costs (if applicable) for intraday management, real-time adherence, agent self-service, vacation/time-off management, eLearning/meeting management, timekeeping/payroll management, long-term strategic planning, hiring management, workspace allocation, gamification, mobility, back-office and branch WFM
  • Comprehensive customer satisfaction survey results that measure and rank ratings across 10 product capabilities and 11 vendor categories
  • Detailed company reports for the 5 leading and contending WFM vendors, analyzing their products, functionality and future product development plans

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

FEATURED COMPANIES

  • Aspect Software, Inc.
  • Authority Software
  • Calabrio, Inc.
  • Eleveo
  • NICE
  • Playvox

1. Executive Summary

2. Introduction

3. Research Methodology
3.1 Report Participation Criteria

4. Workforce Management Defined
4.1 WFM Vendor Suite Overview
4.2 Vendor SMB/Packaged WFM Solutions

5. Workforce Management Trends and Challenges
5.1 Workforce Management Trends
5.2 Workforce Management Challenges

6. Workforce Management Market Innovation
6.1 New Product Features
6.2 Future Enhancements

7. New-Gen WFM is the Future
7.1 Omni-Channel is a Requirement for Delivering a Great Customer Experience
7.1.1 The Growing Importance of Providing Digital Channel Support
7.1.2 Omni-Channel WFM Requirements
7.2 Real-Time Adaptive Scheduling
7.3 Artificial Intelligence, Machine Learning and Automation

8. WFM Opportunities Driven by the Pandemic

9. WFM Keeps WAH and Remote Staff Engaged and in Touch
9.1 Agent Self-Service
9.2 Mobility Features
9.3 Intraday Management
9.4 Real-Time Adherence
9.5 Gamification
9.6 eLearning/Meeting Management
9.7 Vacation/Time-Off Management
9.8 Timekeeping/Payroll Management

10. Looking Ahead: Planning for the New Normal
10.1 Long-Term Strategic Planning
10.2 Hiring Management
10.3 Workspace Allocation Module

11. Consolidating Front and Back-Office Operations
11.1 Functional Capabilities of Back-Office/Branch WFM Solutions

12. Workforce Management Market Activity Analysis
12.1 Validating Market Numbers
12.2 WFM Market Share Analysis

13. WFM Adoption Rate

14. WFM Market Projections

15. WFM Competitive Landscape
15.1 Vendors to Watch
15.2 Company Snapshot

16. High-Level Functional Summary
16.1 User Interfaces
16.2 Security
16.3 Dashboards, Reporting and Analytics

17. WFM Implementation Analysis

18. WFM Vendor Satisfaction Analysis
18.1 Summary of Survey Findings and Analysis: Vendor Categories
18.1.1 Vendor Satisfaction by Category and Customer
18.2 Summary of Survey Findings and Analysis: Product Capabilities
18.2.1 Product Capabilities Satisfaction by Category and Customer
18.3 Customer Background and Insights
18.3.1 Channels Supported
18.3.2 Top 3 - 5 Ways the WFM Solution Helped Address Pandemic-Related Challenges
18.3.3 Top 3 - 5 WFM Challenges
18.3.4 Additional Comments

19. Pricing
19.1 Premise-Based Voice-Only WFM Solution Pricing
19.2 Premise-Based Voice and Digital Channel WFM Solution Pricing
19.3 Cloud-Based Voice-Only WFM Solution Pricing
19.4 Cloud-Based Voice and Digital Channel WFM Solution Pricing

20. Company Reports
20.1 Aspect Software, Inc.
20.2 Calabrio, Inc.
20.3 NICE
20.4 Puzzel Ltd.
20.5 Verint Systems

21. Appendix: WFM Vendor Directory

List of Figures
Figure 1: Enterprise WFM Suite Components
Figure 2: High-Level WFM Suite Components
Figure 3: Packaged/SMB WFM Solutions
Figure 4: 2021 Workforce Management Trends
Figure 5: 2021 Workforce Management Challenges
Figure 6: New Product Features, by Vendor
Figure 7: Future Enhancements, by Category
Figure 8: Customer Expectations for CX in the Post-COVID-19 World
Figure 9: Omni-Channel Capabilities
Figure 10: Real-Time Adaptive Scheduling and Intraday Management
Figure 11: Real-Time Adaptive Scheduling
Figure 12: Artificial Intelligence (AI), Machine Learning and Automation
Figure 13: Contact Center Real Estate Planner
Figure 14: Pandemic-Driven WFM Opportunities
Figure 15: Agent Self-Service
Figure 16: Mobility
Figure 17: Real-Time Intraday Management
Figure 18: Intraday Management
Figure 19: Real-Time Adherence
Figure 20: Gamification
Figure 21: eLearning/Meeting Management
Figure 22: Vacation/Time-Off Management
Figure 23: Timekeeping/Payroll Management
Figure 24: Changing Business Models
Figure 25: Long-Term Strategic Planning
Figure 26: Hiring Management
Figure 27: Workspace Allocation
Figure 28: Benefits of Front- and Back-Office Consolidation
Figure 29: Back Office/Branch
Figure 30: WFM Market Activity, as of December 31, 2020
Figure 31: WFM Market Share by Number of Seats, as of December 31, 2020
Figure 32: WFM Market Share by Number of Seats, as of December 31, 2020
Figure 33: Total Number of WFM Seats and Customers, 2020 vs. 2019 Comparison
Figure 34: Total Number of WFM Seats, 2011 - 2020 Trends
Figure 35: WFM Revenue Projections, 2021 - 2025
Figure 36: Company Information
Figure 37: High-Level Functional Summary
Figure 38: User Interfaces
Figure 39: Security
Figure 40: Dashboards, Reporting and Analytics
Figure 41: Implementation and ROI Time Frames
Figure 42: Customer Survey Rating Categories
Figure 43: Average Vendor Satisfaction Ratings, by Category
Figure 44: Product Satisfaction Ratings, by Customer
Figure 45: Implementation Satisfaction Ratings, by Customer
Figure 46: Integration Satisfaction Ratings, by Customer
Figure 47: Training Satisfaction Ratings, by Customer
Figure 48: Professional Services Satisfaction Ratings, by Customer
Figure 49: Ongoing Service and Support Satisfaction Ratings, by Customer
Figure 50: Product Innovation Satisfaction Ratings, by Customer
Figure 51: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
Figure 52: Vendor Communication Satisfaction Ratings, by Customer
Figure 53: Pricing Satisfaction Ratings, by Customer
Figure 54: Overall Vendor Satisfaction Ratings, by Customer
Figure 55: Average Product Capabilities Satisfaction Ratings, by Category
Figure 56: Ability to Mitigate Pandemic-Related Impacts Satisfaction Ratings, by Customer
Figure 57: Ability to Support the Unique Requirements of each Voice and Digital Channel Satisfaction Ratings, by Customer
Figure 58: Ability to Accurately Forecast and Efficiently Schedule Blended Omni-Channel and Multi-Skill Environments Satisfaction Ratings, by Customer
Figure 59: Ability to Make Automated Intraday Staffing Adjustments based on Real-Time Conditions Satisfaction Ratings, by Customer
Figure 60: Ability to Monitor and Report on Real-Time Adherence for Agents that Dynamically Move Between Voice and Digital Channels Satisfaction Ratings, by Customer
Figure 61: Ability to Calculate and Apply Shrinkage Automatically Satisfaction Ratings, by Customer
Figure 62: Ability to Provide Mobile Support for Agents and Supervisors Satisfaction Ratings, by Customer
Figure 63: Ability to Streamline and Automate Administrative Processes Satisfaction Ratings, by Customer
Figure 64: Ability to Support Back-Office/Branch WFM Satisfaction Ratings, by Customer
Figure 65: Ability to Support Artificial Intelligence and Machine Learning Enablement Satisfaction Ratings, by Customer
Figure 66: What channels do you use your WFM solution to support?
Figure 67: What are the top 3 - 5 ways that your WFM solution helped you to address pandemic-related challenges?
Figure 68: What are the top 3 - 5 challenges of your WFM solution?
Figure 69: Additional comments about your experience with the vendor and/or product
Figure 70: Pricing for a Single-Site 250-Seat Premise-Based Voice-Only Solution
Figure 71: Pricing for a Single-Site 250-Seat Premise-Based Voice and Digital Channel Solution
Figure 72: Pricing for a Single-Site, 250-Seat Contact Center; Cloud-Based Voice-Only Solution
Figure 73: Pricing for a Single-Site, 250-Seat Contact Center; Cloud-Based Voice and Digital Channel Solution

Note: Product cover images may vary from those shown

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  • Aspect Software, Inc.
  • Authority Software
  • Calabrio, Inc.
  • Eleveo
  • NICE
  • Playvox 
  • Puzzel Ltd.
  • Salesforce
  • Verint Systems
Note: Product cover images may vary from those shown
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