2019-2020 Workforce Management Product and Market 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.
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. 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.
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.
The 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
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
Key Topics Covered
1. Executive Summary
3. Research Methodology 3.1 Report Participation Criteria
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