Market Research Report
2018-2019 Workforce Management Product and Market Report
|Published by||DMG Consulting LLC||Product code||247393|
|Published||Content info||416 Pages
Delivery time: 1-2 business days
|2018-2019 Workforce Management Product and Market Report|
|Published: March 12, 2018||Content info: 416 Pages||
DMG Consulting's 11th annual ‘Workforce Management Product and Market’ Report presents the most thorough coverage and insightful analysis of this changing technology sector. The 416-page Report contains detailed and comprehensive vendor, product, trend, price and market data to help leaders in the contact center, back office and branches select the right WFM solution for their organization. The Report also provides best practices for a successful implementation and achieving a rapid ROI on a WFM investment.
Workforce management (WFM) is one of the most important and impactful productivity tools in contact centers. It helps keep staff-related costs down in these people-intensive environments by optimizing schedules and the allocation of resources. WFM also helps companies anticipate and match the needs of incoming transactions to the skills and availability of agents. To achieve this goal, contact centers need insights into the nature of the transactions as well as the individuals who initiate the contacts. Current generation WFM solutions use algorithms to predict the future. NewGen WFM solutions will use real-time adaptive capabilities combined with machine learning and artificial intelligence (AI) to improve the accuracy of forecasts and schedules.
The WFM sector has never been healthier; most of the growth is from sales to contact centers, but adoption of WFM solutions is picking up in branches and back offices. The market is experiencing a major technology refresh due to the transition to the cloud and digital transformation. The cloud has enabled small and mid-size contact centers to more easily adopt WFM solutions, and they are rapidly getting on board. The strong momentum in the WFM market is encouraging vendors to make substantial investments in upgrading their platforms and functionality, but changes to the underlying architecture, data models and databases are needed to deliver NewGen real-time adaptive solutions.
Real-time adaptive capabilities will be instrumental in the future of WFM solutions. There is great opportunity to build a new generation of WFM solutions that are more closely tied to the routing engine of the contact center infrastructure solution. In the meantime, adding real-time adaptive capabilities to an existing WFM solution will dramatically improve the benefits, as it allows the solution to adjust to changes as they occur throughout a business day.
Besides the opportunity to transform and revolutionize WFM in contact centers, there is an even bigger opportunity to sell these solutions to back offices and branches. The opportunity is there and waiting for a vendor who delivers a solution built from the ground up, supported by vertically-oriented professional services and packaged offerings.
DMG expects the WFM sector to continue to grow at a strong rate for a mature market. The number of WFM seats is expected to increase by 9% in 2018 and 2019, and by 10% in 2020, 2021 and 2022. However, the rate of growth will be substantially stronger if some of the opportunities mentioned above break open.
The ‘2018 - 2019 Workforce Management Product and Market Report’ provides an in-depth analysis of the contact center WFM market, the competitive landscape, product suites, technology and innovation. It analyzes the service, business and management trends that are redefining staffing paradigms, management practices, and how enterprises and their contact centers view and interact with their customers, prospects and employees. 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.
Seven leading and contending vendors are featured in the Report: Aspect, Calabrio, Genesys, NICE, Teleopti and Verint. Intradiem, who specializes in intraday management and automation solutions, is covered at a higher level. The Report provides details about the vendors and their offerings, so that leaders in contact centers, back offices and branches, and the enterprise can differentiate between the solutions and select the right functionality and partner to meet their organization's current and future WFM needs