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Workforce Management for the Enterprise Report 2022-2023

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    Report

  • March 2022
  • Region: Global
  • DMG Consulting LLC
  • ID: 5305190
Contact centres and other people-intensive enterprise departments are looking to their vendors to help them manage their complex workforce scheduling requirements, including hybrid, on-site and work-at-home staffing. Managers need enhanced analytics to track productivity and performance, and the vendors are delivering new capabilities to properly handle changing workplace dynamics.

AI-enabled new-gen WFM is revolutionizing the staffing paradigm


New-gen workforce management (WFM) solutions perform the classic functions of a WFM application; however, the notable and exciting element in new-gen WFM is that employees have direct input and participate in every step of the planning process. Employees can even make changes after a schedule is generated, without penalty. Workforce management administrators/supervisors also benefit from new-gen WFM, as these solutions greatly reduce the time required to enter agent schedules and change manually into the system, freeing them to focus their efforts on optimizing departmental performance. This drives positive impacts on the customer experience (CX) and benefits the culture and performance of the contact centre or other departments utilizing the WFM solution, which improves the company’s bottom line.

Artificial intelligence (AI) is an essential enabler of many of the advancements in WFM solutions. AI makes it possible to manage the complexities associated with forecasting and scheduling digital channels - concurrency, asynchronous transactions, lapsed time, cross-channel interactions, etc. It increases the accuracy of forecasts and enables the application to auto-select the optimal algorithm for each situation. AI is used for real-time adaptive scheduling, which improves accuracy, flexibility and fairness. It also facilitates the handling of vacation planning, paid time off (PTO), voluntary time off (VTO), overtime (OT), shrinkage projections, and much more. In the future, the publisher expects to see predictive analytics used to align WFM recommendations and schedules with contact centres’ core routing and queuing engines to improve the customer and agent experience while increasing productivity and reducing costs.

Authoritative and comprehensive analysis of this vital sector


The 2022-2023 Workforce Management for the Enterprise report is this publisher's sixteenth annual publication on the WFM market. The Report’s new name (formerly the Workforce Management Product and Market Report) reflects the growing benefits of WFM throughout the enterprise, beyond the contact centre.

The Workforce Management for the Enterprise 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 midst of the Great Resignation. 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 2022-2023 Workforce Management for the Enterprise report features 5 WFM vendors: Alvaria, Calabrio, NICE, Puzzel and Verint. It also provides a high-level overview of two new competitors in the WFM arena: Authority Software and Playvox. This report is intended to help contact centre, back-office and branch operations leaders and chief operating officers (COOs) in companies of all sizes select a WFM solution and partner that best meet their unique requirements.

This report includes:


  • Overview of the functional components that comprise a WFM solution, including core and optional modules offered in the 5 featured WFM suites, and high-level functional capabilities
  • 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
  • Exploration of the methodologies and applications of new-gen WFM and why it is a requirement to support the transformational changes needed in contact centers now and in the future
  • In-depth analysis of WFM modules that improve agent engagement and empowerment, including self-service and vacation/time-off management, eLearning/meeting management and performance reports
  • How AI is going to alter and improve contact center technology and operations during the next 5–20 years
  • Examination of WFM capabilities for back offices and branches and opportunities for applying WFM across the enterprise
  • WFM market activity analysis, adoption rates and 5-year market growth projections
  • Review and assessment of the WFM competitive landscape
  • Vendor pricing for 250-seat on-premise and cloud-based voice and digital channel WFM implementations, 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, 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 vendor categories, 10 WFM suite modules, and 11 product capabilities
  • Detailed company reports for the 7 leading and contending WFM vendors, analyzing their products, functionality and future product development plans
  • WFM 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.

Table of Contents


1. Executive Summary2. Introduction
3. DMG Consulting Research Methodology
3.1 Report Participation Criteria
4. Workforce Management Suites Defined
4.1 Workforce Management Vendor Suite Overview
4.2 High-Level Functional Overview
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
7.1 Omni-Channel Requirements
7.2 Omni-Channel Forecasting and Scheduling
7.3 Real-Time Intraday Management and Intelligent Adaptive Scheduling
7.4 Real-Time Adherence
7.5 Shrinkage
7.6 Long-Term Planning
7.7 The Work-at-Home/Hybrid Staffing Model
7.8 Workspace Allocation
7.9 Hiring Management
8. The Agent Experience
8.1 Agent Self-Service
8.2 Gamification
8.3 eLearning/Meeting Management
8.4 Dashboards, Reporting and KPIs
9. AI: The “Brains” of the Operation
9.1 Artificial Intelligence in WFM Solutions
10. WFM for the Enterprise: Back-Office, Branch and Beyond
10.1 Back-Office/Branch WFM
10.2 Leveraging WFM Across the Enterprise
11. Workforce Management Market Activity Analysis
11.1 Validating Market Numbers
11.2 WFM Market Share Analysis
12. WFM Adoption Rate13. WFM Market Projections
14. WFM Competitive Landscape
14.1 Company Snapshot
15. Workforce Management Vendor Satisfaction Analysis
15.1 Summary of Survey Findings and Analysis: Vendor Categories
15.1.1 Vendor Satisfaction by Category and Customer
15.2 Summary of Survey Findings and Analysis: WFM Suite Modules
15.2.1 WFM Modules Satisfaction, by Category and Customer
15.3 Summary of Survey Findings and Analysis: WFM Product Capabilities
15.3.1 WFM Product Capabilities Satisfaction, by Category and Customer
15.4 Customer Background and Insights
15.4.1 Channels Supported by the WFM Solution
15.4.2 Other Enterprise Departments Using the WFM Solution
15.4.3 Top 3-5 WFM Challenges
15.4.4 Additional Comments
16. Pricing
16.1 Pricing for a 250-Seat Premise-Based WFM Solution
16.2 Pricing for a 250-Seat Cloud-Based WFM Solution
17. Company Reports
17.1 Alvaria
17.2 Authority Software
17.3 Calabrio
17.4 NICE
17.5 Playvox
17.6 Puzzel Ltd.
17.7 Verint Systems
18. Appendix: Workforce Management Vendor Directory
Table of Figures
Figure 1: Enterprise WFM Suite Components
Figure 2: Product Information and High-Level Suite Components
Figure 3: High-Level Functional Summary
Figure 4: WFM Trends
Figure 5: WFM Challenges
Figure 6: New Product Features, by Vendor
Figure 7: Future Enhancements, by Category
Figure 8: New-Gen WFM Workflow
Figure 9: Omni-Channel (Voice and Digital) WFM Requirements
Figure 10: Omni-Channel Forecasting and Scheduling
Figure 11: Real-Time Intraday Management and Intelligent Adaptive Scheduling
Figure 12: Real-Time Intraday Management and Intelligent Adaptive Scheduling
Figure 13: Real-Time Adherence
Figure 14: Shrinkage
Figure 15: Long-Term Strategic Planning
Figure 16: The Staffing Debate
Figure 17: Hybrid Workforce
Figure 18: Workspace Allocation
Figure 19: Agile Hiring Methodology
Figure 20: Hiring Management
Figure 21: Where do you plan to have your contact center/customer service staff work in 2022?
Figure 22: Agent Self-Service/Mobility Empowerment
Figure 23: Agent Self-Service
Figure 24: Gamification
Figure 25: Gamification
Figure 26: eLearning/Meeting Management
Figure 27: Reports, Dashboards, Alerts, KPIs & Metrics
Figure 28: Dashboards, Reporting and KPIs
Figure 29: The Contact Center AI Hub/Brain
Figure 30: Artificial Intelligence
Figure 31: Back-Office/Branch
Figure 32: WFM for the Enterprise
Figure 33: WFM Market Activity, as of October 31, 2021
Figure 34: WFM Market Share by Number of Seats, as of October 31, 2021
Figure 35: WFM Market Share by Number of Seats, as of October 31, 2021
Figure 36: Total Number of WFM Seats and Customers, 2021 vs. 2020 Comparison
Figure 37: Total Number of WFM Seats, 2012 - 2021 Trends
Figure 38: WFM Revenue Projections, 2022 - 2026
Figure 39: Company Information as of October 31, 2021
Figure 40: Customer Survey Rating Categories
Figure 41: Average Vendor Satisfaction Ratings, by Category
Figure 42: Product Satisfaction Ratings, by Customer
Figure 43: Implementation Satisfaction Ratings, by Customer
Figure 44: Professional Services Satisfaction Ratings, by Customer
Figure 45: Training Satisfaction Ratings, by Customer
Figure 46: Ongoing Service and Support Satisfaction Ratings, by Customer
Figure 47: Product Innovation Satisfaction Ratings, by Customer
Figure 48: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
Figure 49: Vendor Communication Satisfaction Ratings, by Customer
Figure 50: Product Pricing Satisfaction Ratings, by Customer
Figure 51: Overall Vendor Satisfaction Ratings, by Customer
Figure 52: Average WFM Suite Modules Satisfaction Ratings, by Category
Figure 53: Omni-Channel Forecasting Satisfaction Ratings, by Customer
Figure 54: Multi-Skill Scheduling Satisfaction Ratings, by Customer
Figure 55: Intraday Management Satisfaction Ratings, by Customer
Figure 56: Adaptive Real-Time Intelligent Intraday Management Satisfaction Ratings, by Customer
Figure 57: Real-Time Agent Adherence Satisfaction Ratings, by Customer
Figure 58: Agent Self-Service Satisfaction Ratings, by Customer
Figure 59: eLearning/Meeting Management Satisfaction Ratings, by Customer
Figure 60: Vacation/Time-Off Management Satisfaction Ratings, by Customer
Figure 61: Long-Term Strategic Planning Satisfaction Ratings, by Customer
Figure 62: Gamification Satisfaction Ratings, by Customer
Figure 63: Average WFM Product Capabilities Satisfaction Ratings, by Category
Figure 64: Support the Unique Requirements of each Voice and Digital Channel Satisfaction Ratings, by Customer
Figure 65: Support Environments where Agents Dynamically Move from One Channel to Another Satisfaction Ratings, by Customer
Figure 66: Support Environments where Interactions Pivot between Channels Satisfaction Ratings, by Customer
Figure 67: Support a Hybrid Workforce Consisting of On-Site and Work-at-Home Agents and Intelligent Self-Service Solutions Satisfaction Ratings, by Customer
Figure 68: Support Geographically Dispersed Agents Satisfaction Ratings, by Customer
Figure 69: Automatically Determine the Forecasting/Scheduling Algorithm or Model Most Likely to Produce Optimal Results Satisfaction Ratings, by Customer
Figure 70: Manage Real-Time Adherence, Exceptions and Shrinkage Satisfaction Ratings, by Customer
Figure 71: Provide Agents with Autonomy to Self-Manage Availability, Schedule Preferences, Time-Off, and Ad Hoc Schedule Changes Satisfaction Ratings, by Customer
Figure 72: Create Effective Long-Term Multi-Skill Hiring/Staffing/Training Plans Satisfaction Ratings, by Customer
Figure 73: Leverage AI and Machine Learning to Automate Processes Based on Real-Time Conditions and Variances Satisfaction Ratings, by Customer
Figure 74: Customize/Capture KPIs and Metrics to Measure Contact Center and Agent Performance Satisfaction Ratings, by Customer
Figure 75: Channels Supported by the WFM Solution
Figure 76: Enterprise Departments Using the WFM Solution
Figure 77: Top 3 - 5 Challenges of your WFM Solution
Figure 78: Additional Comments about your Experience with the Vendor and/or Product.
Figure 79: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Premise-Based Voice and Digital Channel Solution
Figure 80: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Cloud-Based Voice and Digital Channel Solution

Samples

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Companies Mentioned

  • Alvaria
  • Authority Software
  • Calabrio
  • NICE
  • Playvox
  • Puzzel Ltd.
  • Verint Systems