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2019 - 2020 Workforce Management Product and Market Report

  • ID: 4760025
  • Report
  • March 2019
  • Region: Global
  • 292 Pages
  • DMG Consulting LLC
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The WFM Market Will Experience Rapid Growth Over the Next 5 Years, Increasing by 11% in 2019, By 10% in 2020 and 2021, and By 9% in Both 2022 and 2023


  • Aspect Software, Inc.
  • Calabrio
  • Genesys
  • NICE
  • Teleopti
  • Verint Systems
  • MORE

The twelfth annual report on workforce management (WFM) delivers an incisive and comprehensive analysis of the vendors, products, pricing and best practices for this transforming IT sector. The 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.

The New Standard for WFM

Flex scheduling, agent self-service and adaptive real-time scheduling are the new standards of WFM. The WFM vendors are investing in delivering new and enhanced methods to improve the accuracy of forecasting and scheduling for omni-channel, multi-skill and blended environments. Many of these new algorithms leverage AI technologies and are optimized for each discrete channel.

Leading WFM solutions have re-imagined the traditional fixed-shift staffing paradigm and utilize flex scheduling, which empowers agents to create and manage their own schedule via self-service portals. Adaptive real-time scheduling is being used to address the intraday challenges of volatile demand and fluctuating resources. It re-forecasts intervals for the remainder of the day, determines the required skills and resources to address new projections, and automates the required scheduling changes to “acquire” or dismiss resources.

“The WFM sector has undergone a dramatic transformation,” said Donna Fluss, President. “The key differences between ’old school’ and ’new wave’ WFM are flexibility, mobility, enablement and automation.”

The WFM market is performing extremely well, and is expected to continue to grow at a strong rate even though it is a mature market. This research anticipates that the WFM market will experience rapid growth over the next 5 years, increasing by 11% in 2019, by 10% in 2020 and 2021, and by 9% in both 2022 and 2023. However, it is possible that the rate of growth could be substantially higher if back-office and branch/retail implementations accelerate.

Insightful and In-Depth Analysis of this Transforming Sector

The 2019 – 2020 Workforce Management Product and Market Report provides an in-depth analysis of the contact center WFM market, the competitive landscape, market trends and challenges, vendors, product suites, technology and innovation. It provides an insightful analysis of how WFM is being re-engineered to meet the complex requirements of today’s omni-channel, virtualized contact center environments, consumers’ rising expectations and the demands of the modern workforce. The report provides an analysis of WFM market activity as well as 5-year market projections. Six leading and contending vendors are featured in the Report: Aspect, Calabrio, Genesys, NICE, Teleopti and Verint.

Report includes:

  • Review of workforce management market segments and vendor-supported business activities
  • Functional components that comprise contact center WFM suites
  • Current market and business 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 how artificial intelligence (AI)-enabled technologies will be instrumental in the future of WFM
  • Comprehensive analysis of the fundamental requirements of WFM solutions: forecasting, scheduling, managing, automating, engaging and planning
  • A look at  the latest developments in the back-office and branch capabilities included in the 6 featured WFM suites
  • WFM market activity analysis, adoption rates and 5-year market growth projections
  • Review and assessment of the WFM competitive landscape, including an overview of the 6 leading and contending WFM vendors, with company snapshots, their WFM suites, packaged solutions and small and mid-size business (SMB) offerings
  • Implementation analysis, including vendor methodology, best practices, maintenance and support, workshops, training and professional services
  • WFM benefits and return on investment (ROI) analysis
  • 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 16 product components, 16 effectiveness categories and 10 vendor categories
  • Detailed company reports for the 6 leading and contending WFM vendors, analyzing their products, functionality and future product development plans
  • Comprehensive WFM Vendor Directory
Note: Product cover images may vary from those shown
2 of 5


  • Aspect Software, Inc.
  • Calabrio
  • Genesys
  • NICE
  • Teleopti
  • Verint Systems
  • MORE

1. Executive Summary

2. Introduction

3. Research Methodology
3.1 Report Participation Criteria

4. Workforce Management Market Segments
4.1 WFM Vendor-Supported Market Segments

5. Workforce Management Suites
5.1 Vendor High-Level Suite Capabilities
5.2 SMB and Packaged Offerings
5.3 High-Level Functional Summary

6. Workforce Management Market Trends

7. Workforce Management Market Challenges

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

9. The Next Chapter for WFM

10. WFM Fundamentals: Forecasting, Scheduling, Managing, Automating, Engaging, Planning
10.1 Omni-Channel WFM: The Right Agents with the Right Skills at the Right Time
10.1.1 Omni-Channel and Multi-Skill Forecasting and Scheduling
10.2 Rapid Response: Real-Time Intraday and Adherence Management
10.2.1 Intraday Management
10.2.2 Real-Time Adaptive Scheduling
10.2.3 Real-Time Adherence
10.3 Workflow Automation: Less Time, Less Effort, Better Results
10.3.1 eLearning/Meeting Management
10.3.2 Vacation/Time-Off Management
10.3.3 Timekeeping/Payroll Management
10.4 It’s All About Me: Agent Engagement and Performance Management
10.4.1 Agent Self-Service
10.4.2 Gamification
10.4.3 Performance Management
10.5 The Best-Laid Plans
10.5.1 Long-Term Strategic Planning
10.5.2 Hiring Management
10.5.3 Workspace Allocation
10.6 Back-Office/Branch WFM
10.6.1 Desktop Analytics

11. Workforce Management Market Activity Analysis
11.1 Validating Market Numbers
11.2 WFM Market Share Analysis

12. Workforce Management Market Adoption

13. Workforce Management Projections

14. Workforce Management Competitive Landscape
14.1 Company Snapshot

15. Implementation Analysis
15.1 Integration Capabilities
15.2 Security
15.3 Dashboards, Reporting and Analytics

16. Workforce Management Benefits and Return on Investment

17. Pricing
17.1 Premise-Based Pricing
17.2 Cloud-Based Pricing

18. Vendor Satisfaction Analysis
18.1 Summary of Survey Findings and Analysis: Vendor Categories
18.1.1 Vendor Satisfaction by Sub-Category and Customer
18.2 Summary of Survey Findings and Analysis: Product Components
18.2.1 Product Modules/Components Satisfaction bySub-Category and Customer
18.3 Summary of Survey Findings and Analysis: Product Effectiveness Categories
18.3.1 Product Effectiveness Satisfaction by Sub-Category and Customer
18.4 Customer Background and Insights
18.4.1 Customer Background
18.4.2 Top Challenges to Solve with a WFM Solution
18.4.3 Strengths of WFM Solutions
18.4.4 Product Enhancements
18.4.5 Additional Comments

19. Company Reports
19.1 Aspect Software, Inc.
19.2 Calabrio
19.3 Genesys
19.4 NICE
19.5 Teleopti
19.6 Verint Systems
Workforce Management Vendor Directory

Table of Figures
Figure 1: WFM Market Segments
Figure 2: Vendor-Supported Market Segments
Figure 3: Enterprise WFM Suite Components
Figure 4: High-Level Vendor WFO Suite Components
Figure 5: SMB/Packaged WFM Solutions
Figure 6: High-Level Functional Summary
Figure 7: WFM Market Trends
Figure 8: WFM Market Challenges
Figure 9: New Product Features, by Vendor
Figure 10: Future Enhancements, by Category
Figure 11: Artificial Intelligence and Machine Learning Technologies
Figure 12: Omni-Channel Functionality
Figure 13: Omni-Channel and Multi-Skill Scheduling
Figure 14: Intraday Management
Figure 15: Real-Time Adaptive Scheduling
Figure 16: Real-Time Adherence
Figure 17: eLearning/Meeting Management
Figure 18: Vacation/Time-Off Management
Figure 19: Timekeeping/Payroll Management
Figure 20: Agent Self-Service
Figure 21: Gamification
Figure 22: Performance Management
Figure 23: Long-Term Strategic Planning
Figure 24: Hiring Management
Figure 25: Workspace Allocation
Figure 26: Back-Office/Branch WFM
Figure 27: Desktop Analytics
Figure 28: WFM Market Activity, as of December 31, 2018
Figure 29: WFM Market Share by Number of Seats, as of December 31, 2018
Figure 30: WFM Market Share by Number of Seats, as of December 31, 2018
Figure 31: Total Number of WFM Seats and Customers, 2018 vs. 2017 Comparison
Figure 32: Total Number of WFM Seats, 2009 – 2018 Trends
Figure 33: WFM Seat Projections, 2019 – 2023
Figure 34: Company Information
Figure 35: Implementation Analysis
Figure 36: Integration Capabilities
Figure 37: Security
Figure 38: Dashboards, Reporting and Analytics
Figure 39: WFM Benefits and ROI
Figure 40: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Premise-Based Solution
Figure 41: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Cloud-Based Solution
Figure 42: Customer Survey Rating Categories
Figure 43: Average Vendor Satisfaction Ratings, by Category
Figure 44: Product Satisfaction Ratings
Figure 45: Implementation Satisfaction Ratings
Figure 46: Training Satisfaction Ratings
Figure 47: Professional Services Satisfaction Ratings
Figure 48: Ongoing Service and Support Satisfaction Ratings
Figure 49: Product Innovation Satisfaction Ratings
Figure 50: Responsiveness to Product Enhancement Requests Satisfaction Ratings
Figure 51: Vendor Communication Satisfaction Ratings
Figure 52: Pricing Satisfaction Ratings
Figure 53: Overall Vendor Satisfaction Ratings
Figure 54: Average Product Satisfaction Ratings, by Category
Figure 55: Omni-Channel Forecasting Satisfaction Ratings
Figure 56: Multi-Skill Scheduling Satisfaction Ratings
Figure 57: Intraday Management and Automation Satisfaction Ratings
Figure 58: Real-Time Adherence Satisfaction Ratings
Figure 59: Agent Self-Service Satisfaction Ratings
Figure 60: Vacation/Time-Off Management Satisfaction Ratings
Figure 61: eLearning/Meeting Management Satisfaction Ratings
Figure 62: Long-Term Strategic Planning Satisfaction Ratings
Figure 63: Budgeting/Cost Management Satisfaction Ratings
Figure 64: Timekeeping/Payroll Management Satisfaction Ratings
Figure 65: Back-Office/Branch Satisfaction Ratings
Figure 66: Mobility Satisfaction Ratings
Figure 67: Hiring Management Satisfaction Ratings
Figure 68: Workspace Allocation Satisfaction Ratings
Figure 69: Gamification Satisfaction Ratings
Figure 70: Reporting and Analytics Satisfaction Ratings
Figure 71: Average Product Effectiveness Satisfaction Ratings, by Category
Figure 72: Ability to Forecast Accurately Satisfaction Ratings
Figure 73: Ability to Support Multi-Skill Scheduling Satisfaction Ratings
Figure 74: Ability to Support Flex Scheduling Satisfaction Ratings
Figure 75: Ability to Improve Agent Utilization/Occupancy Satisfaction Ratings
Figure 76: Ability to Improve Agent Adherence Satisfaction Ratings
Figure 77: Ability to Automate Real-Time Intraday Management Adjustments Satisfaction Ratings
Figure 78: Ability to Manage Exceptions and Shrinkage Satisfaction Ratings
Figure 79: Ability to Support Agent Self-Scheduling and Preferences Satisfaction Ratings
Figure 80: Ability to Support Complex Global Work Rules Satisfaction Ratings
Figure 81: Ability to Streamline Administrative Processes Satisfaction Ratings
Figure 82: Ability to Create Long-Term Staffing Plans at the Skill Level Satisfaction Ratings
Figure 83: Ability to Improve Supervisor Real-Time Oversight Satisfaction Ratings
Figure 84: Ability to Improve Contact Center Performance Satisfaction Ratings
Figure 85: Ability to Easily Configure and Use the System Satisfaction Ratings
Figure 86: Ability to Integrate with Third-Party Applications Satisfaction Ratings
Figure 87: Ability to Use Artificial Intelligence and Machine Learning to Improve Output Satisfaction Ratings
Figure 88: What channels do you use your WFM solution to support?
Figure 89: What were the top 3 - 5 challenges you wanted to solve with the WFM solution?
Figure 90: What are the top 3 - 5 strengths of your WFM solution?
Figure 91: Please list the product enhancements you would like to see.
Figure 92: Additional comments about your experience with the vendor and/or product.

Note: Product cover images may vary from those shown
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4 of 5


  • Aspect Software, Inc.
  • Calabrio
  • Genesys
  • NICE
  • Teleopti
  • Verint Systems
  • MORE

Report Highlights

WFM is addressing staff demands for work-life balance: Flex scheduling and self-service empowerment are enabling agents to achieve control over their work hours. This is a major shift in the WFM world, a sharing of power with employees, who now have visibility into and control of their schedules.

Adaptive real-time scheduling allows companies to address variances from planned activities during the workday: Companies require WFM solutions that are self-adjusting and able to adapt in real-time to changing conditions. Adaptive real-time scheduling automates the intraday management challenge. These solutions can identify service level nonconformance and can forecast and reschedule for the remainder of the day.

AI is playing an increasingly influential role in the future of contact center technology: AI and machine learning are being leveraged to improve scheduling accuracy and fairness. They also support predictive technology to address hiring, agent churn, and to predict timely completion of work.

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