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Market Research Report

2019-2020 Workforce Management Product and Market Report

Published by DMG Consulting LLC Product code 247393
Published Content info 292 Pages
Delivery time: 1-2 business days
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2019-2020 Workforce Management Product and Market Report
Published: March 27, 2019 Content info: 292 Pages
Description

DMG Consulting's 12th annual Workforce Management Product and Market Report provides the most comprehensive and insightful coverage of this evolving technology sector. The 292-page Report contains detailed vendor, product, technology, trend, price and market data to help decision-makers in contact centers, back offices and branches select a WFM solution that meets their unique needs. It examines the new features, including artificial intelligence (AI) and machine learning, being incorporated into the current generation of WFM solutions. The Report also covers best practices to position an organization for a successful implementation and to achieve a rapid ROI on a WFM investment.

The WFM sector has undergone a dramatic transformation in the past three years. The key differences between “old school” and “new wave” WFM are flexibility, mobility, enablement, and automation. The new generation of WFM solutions gives agents unprecedented visibility into and control over their schedules. Contact centers also benefit from reduced operating costs, optimized scheduling, improved performance, decreased staff attrition, and a more engaged and committed workforce.

Leading WFM solutions have re-imagined the traditional fixed-shift staffing paradigm. Today's solutions utilize flex scheduling, which empowers agents to create their own schedule based on when they want to work. Agents can enter their availability and preferred work times into a WFM solution, or alternatively, they can build their schedule by selecting the days and hours they prefer to work from a master list of available slots.

Contact centers require optimal staffing 24x7x365. These service environments need to be able to respond rapidly to real-time conditions, especially when inevitable variances to plan occur. WFM solutions must be agile and self-adjusting in order to adapt to volatile demand and fluctuating resources, so they can bridge the gap between forecasts and reality. Adaptive real-time scheduling addresses this challenge by identifying when service level is non-conforming. It re-forecasts for the remainder of the day, determines the required skills and resources to address new projections, and performs the necessary scheduling changes to “acquire” or dismiss resources, as necessary. At the same time, agents benefit by being able to self-adjust their schedules in response to unanticipated events in their personal lives. A variety of enhanced self-service capabilities empower agents to trade shifts, swap hours, request vacation or time off.

Flex scheduling, agent self-service and adaptive real-time scheduling are the new standard for WFM. These capabilities are enabled by algorithms that

produce forecasts for every type of interaction. The WFM vendors are investing in delivering new and enhanced methods to improve the accuracy of forecasts and schedules for omni-channel, multi-skill and blended environments. Many of these new algorithms leverage AI technologies and are optimized for each discrete channel.

The WFM market is performing extremely well, and DMG expects it to continue to grow at a strong rate even though it is a mature market. DMG 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.

The “2019 - 2020 Workforce Management Product and Market Report” provides an in-depth analysis of the contact center WFM market, the competitive landscape, vendors, product suites, technology and innovation. The Report explores the business and market trends and challenges that are driving 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. 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 2019 - 2020 edition of the “Workforce Management Product and Market Report” covers 6 leading vendors: Aspect, Calabrio, Genesys, NICE, Teleopti and Verint. The Report provides customer satisfaction survey results that measure and rank ratings across 16 product components, 16 effectiveness categories, and 10 vendor categories.

Key Reasons to Buy this Report:

  • 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 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

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 reforecast 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.

SAMPLE FIGURE

Table of Contents

Table of Contents

1. Executive Summary

2. Introduction

3. DMG Consulting 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

List 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.
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