DMG Consulting's 14th annual Workforce Optimization Product and Market Report presents the most thorough, accurate and comprehensive analysis of this transforming technology sector. The 400-page Report provides all of the vendor, product, functional, technical, pricing and operational information that leaders in the contact center, IT and enterprise need to identify the right solution and vendor to meet their current and future workforce optimization (WFO) requirements. The core modules of WFO solutions are recording and quality assurance (QA)/quality management (QM), and true WFO suites also include at least 3 of the following 10 complementary applications: workforce management (WFM), contact center performance management (CCPM), speech analytics (SA), text analytics (TA), desktop analytics (DA), enterprise feedback management (EFM)/surveying, eLearning/coaching, gamification, customer journey analytics (CJA) and robotic process automation (RPA).
WFO suites are evolving, and leading vendors are innovating to keep pace with the digital transformation taking place in companies of all sizes. Enterprise WFO needs are changing; they are looking for WFO platforms that can help to engage their customers and employees in an omni-channel world. Companies are investing in a new generation of automation tools, including robotic process automation (bots), to optimize many types of business activities. They are implementing new WFM adaptive scheduling solutions to enable them to provide a more personalized service experience while keeping their costs down.
Most WFO solutions are now available in the cloud. Companies may elect to avail themselves of the benefits of the public cloud, or choose to deploy in a private cloud with just their own solutions. The cloud represents the future of the WFO market, but organizations can make the transition gradually. A hybrid environment allows enterprises to maintain some of their on-premise solutions while moving others to the cloud. The vendors are incorporating this flexibility into their solutions in order to accommodate companies evolving requirements.
Moving beyond their original objective of employee optimization, the current generation of WFO suites is designed to help companies optimize, analyze and engage employees and customers. Vendors are pushing further with innovations that include the addition of RPA to automate tasks and improve productivity and quality. Companies need WFO functionality now more than ever, and the solutions must be reinvented and re-architected from the ground up to address today's business needs.
Companies show a strong preference for buying their software from vendors who have broad offerings. They also expect to have the flexibility to deploy each application in the manner they prefer (on-premise or cloud-based) and easily integrate third-party applications to enable data-sharing between solutions. They also want to be able to switch from one implementation model to another without having to replace their current applications.
The 2017- 2018 edition of the Workforce Optimization Product and Market Report covers 8 leading and contending vendors: Aspect, Calabrio, dvsAnalytics, NICE, OnviSource and Verint are featured at an in-depth level throughout the Report. OpenText and ZOOM International are covered at a higher level.
Key Reasons to Buy this Report:
- Overview of the WFO market segments and vendor-supported business activities
- Definition of WFO; a review of the functional building blocks and defining characteristics of a WFO suite
- WFO service deployment options, including the pros and cons of each model
- Business, service and management trends and challenges that are driving enterprise investments and influencing vendor innovation
- WFO market innovation, including a review of recently introduced functionality and developments planned for the next 12 - 18 months
- Examination of the omni-channel capabilities, supporting systems and applications, and best practices required for digital transformation, including an insightful analysis of consumer channel preferences
- Evolving contact center key performance indicator (KPI) requirements, with practical recommendations for measuring performance and customer experience (CX) in an omni-channel world
- WFO applications and best practices for developing, motivating and retaining great agents in the Millennial workforce
- Insightful look at how next-gen WFM with real-time adaptive scheduling can be leveraged to re-engineer intraday management and support new staffing paradigms that prioritize employee needs and preferences while improving the customer experience
- Explanation of the increasing importance of leveraging insights from speech, text, desktop and customer journey analytics to understand and improve the omni-channel customer experience and support analytics-enabled processes and automation
- Detailed revenue and market share analyses featuring first-half 2017 vs. first-half 2016 revenue comparisons by vendor, based on GAAP revenue for total company, the contact center WFO segment, the quality management/recording (WFO) sector, voice recording, contact center and non-contact-center voice recording, and QA/QM
- 5-year WFO market projections for 2017 - 2021
- Review and assessment of the dynamic WFO competitive landscape and vendor competitive positioning
- Overview of the 8 WFO vendors covered in the Report, including company snapshots, vendor go-to-market strategies and product overviews, packaged solutions and offerings targeted at small and mid-size businesses (SMBs)
- Comparative analyses of the key functional capabilities of the 6 featured WFO suites
- Comprehensive customer satisfaction survey results that measure and rank ratings across 15 product components, 10 effectiveness categories, and 10 vendor categories
- Detailed pricing analysis for a 250-seat on-premise and cloud-based QM/ recording/coaching implementation, and incremental costs for WFM, CCPM, surveying, speech, text and desktop analytics, and gamification
- Detailed company reports for the 8 leading and contending WFO vendors, analyzing their products, functionality and future product development plans
- Comprehensive WFO Vendor Directory
- WFO suites are changing to keep up with the digital transformation: Today's WFO suites are transitioning from suites to new-gen platforms. Vendors are supporting additional channels and functionality, with an emphasis on intelligent automation and the introduction of robotics, to better support the front and back office and many business needs; they are also enhancing their solutions with artificial intelligence (AI) capabilities, including machine learning and natural language processing and understanding (NLP/NLU).
- Vendors are reinventing their solutions to deliver true multi-tenant architecture: A complete re-architecture from the ground up is a necessity in today's era of cloud computing. Vendors must deliver solutions that can support public, private and hybrid cloud deployments. Users are also looking for solutions that allow them to deploy their applications in a variety of delivery models, which may change as they transition their operations and systems infrastructure to the cloud. They also want to be able to integrate with third-party applications, regardless of who they were purchased from and where they run, in the cloud or on-premise.
- Today's WFO suites go far beyond their original mission of optimizing contact center staff: The current generation of WFO solutions addresses the diverse needs of the broader enterprise, including contact centers, the back office and, increasingly, other business functions. Beyond optimization, WFO suites are designed to engage employees and customers, and to automate tasks to improve productivity and quality.
- The next 5 years are likely to bring major developments to the WFO market: The WFO market has seen great success over the past 20 years, and market transformation is underway to ensure this sector's continued viability. Enterprises need WFO functionality more than ever, and the vendors who are responding with innovations, including new architectures, will be best positioned to adapt to changing market needs.