Global Enterprise Workforce Management Market Report 2022-2023: Competitive Landscape, Vendors, Product Suites, Technology and Innovation

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May 16, 2022, 07:30 ET

DUBLIN, May 16, 2022 /PRNewswire/ -- The "Workforce Management for the Enterprise Report 2022-2023" report has been added to ResearchAndMarkets.com's offering.

The 2022-2023 Workforce Management for the Enterprise report reflects the growing benefits of WFM throughout the enterprise, beyond the contact centre.

The Workforce Management for the Enterprise report presents an in-depth analysis of the contact center WFM market, the competitive landscape, vendors, product suites, technology and innovation. The Report examines the business, market and technology trends and challenges confronting contact centers in the midst of the Great Resignation. The Report analyzes WFM market activity and provides 5-year projections. It also presents customer satisfaction survey results that rate the vendors and their products.

The report features 5 WFM vendors: Alvaria, Calabrio, NICE, Puzzel and Verint. It also provides a high-level overview of two new competitors in the WFM arena: Authority Software and Playvox. This report is intended to help contact centre, back-office and branch operations leaders and chief operating officers (COOs) in companies of all sizes select a WFM solution and partner that best meet their unique requirements.

Contact centres and other people-intensive enterprise departments are looking to their vendors to help them manage their complex workforce scheduling requirements, including hybrid, on-site and work-at-home staffing. Managers need enhanced analytics to track productivity and performance, and the vendors are delivering new capabilities to properly handle changing workplace dynamics.

AI-enabled new-gen WFM is revolutionizing the staffing paradigm

New-gen workforce management (WFM) solutions perform the classic functions of a WFM application; however, the notable and exciting element in new-gen WFM is that employees have direct input and participate in every step of the planning process. Employees can even make changes after a schedule is generated, without penalty.

Workforce management administrators/supervisors also benefit from new-gen WFM, as these solutions greatly reduce the time required to enter agent schedules and change manually into the system, freeing them to focus their efforts on optimizing departmental performance. This drives positive impacts on the customer experience (CX) and benefits the culture and performance of the contact centre or other departments utilizing the WFM solution, which improves the company's bottom line.

Artificial intelligence (AI) is an essential enabler of many of the advancements in WFM solutions. AI makes it possible to manage the complexities associated with forecasting and scheduling digital channels - concurrency, asynchronous transactions, lapsed time, cross-channel interactions, etc. It increases the accuracy of forecasts and enables the application to auto-select the optimal algorithm for each situation. AI is used for real-time adaptive scheduling, which improves accuracy, flexibility and fairness.

It also facilitates the handling of vacation planning, paid time off (PTO), voluntary time off (VTO), overtime (OT), shrinkage projections, and much more. In the future, the publisher expects to see predictive analytics used to align WFM recommendations and schedules with contact centres' core routing and queuing engines to improve the customer and agent experience while increasing productivity and reducing costs.

This report includes:

Overview of the functional components that comprise a WFM solution, including core and optional modules offered in the 5 featured WFM suites, and high-level functional capabilities
Market, business and technology trends and challenges that are driving enterprise investments and influencing product development
WFM market innovation, including a review of recently introduced features and functionality and what is planned for the next 12-18 months
Exploration of the methodologies and applications of new-gen WFM and why it is a requirement to support the transformational changes needed in contact centers now and in the future
In-depth analysis of WFM modules that improve agent engagement and empowerment, including self-service and vacation/time-off management, eLearning/meeting management and performance reports
How AI is going to alter and improve contact center technology and operations during the next 5-20 years
Examination of WFM capabilities for back offices and branches and opportunities for applying WFM across the enterprise
WFM market activity analysis, adoption rates and 5-year market growth projections
Review and assessment of the WFM competitive landscape
Vendor pricing for 250-seat on-premise and cloud-based voice and digital channel WFM implementations, for core forecasting and scheduling plus incremental costs (if applicable) for intraday management, real-time adherence, agent self-service, vacation/time-off management, eLearning/meeting management, long-term strategic planning, hiring management, workspace allocation, gamification, mobility, back-office and branch WFM
Comprehensive customer satisfaction survey results that measure and rank ratings across 10 vendor categories, 10 WFM suite modules, and 11 product capabilities
Detailed company reports for the 7 leading and contending WFM vendors, analyzing their products, functionality and future product development plans
WFM Vendor Directory

Key Topics Covered:

1. Executive Summary

2. Introduction

3. DMG Consulting Research Methodology
3.1 Report Participation Criteria

4. Workforce Management Suites Defined
4.1 Workforce Management Vendor Suite Overview
4.2 High-Level Functional Overview

5. Workforce Management Trends and Challenges
5.1 Workforce Management Trends
5.2 Workforce Management Challenges

6. Workforce Management Market Innovation
6.1 New Product Features
6.2 Future Enhancements

7. New-Gen WFM
7.1 Omni-Channel Requirements
7.2 Omni-Channel Forecasting and Scheduling
7.3 Real-Time Intraday Management and Intelligent Adaptive Scheduling
7.4 Real-Time Adherence
7.5 Shrinkage
7.6 Long-Term Planning
7.7 The Work-at-Home/Hybrid Staffing Model
7.8 Workspace Allocation
7.9 Hiring Management

8. The Agent Experience
8.1 Agent Self-Service
8.2 Gamification
8.3 eLearning/Meeting Management
8.4 Dashboards, Reporting and KPIs

9. AI: The "Brains" of the Operation
9.1 Artificial Intelligence in WFM Solutions

10. WFM for the Enterprise: Back-Office, Branch and Beyond
10.1 Back-Office/Branch WFM
10.2 Leveraging WFM Across the Enterprise

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

12. WFM Adoption Rate

13. WFM Market Projections

14. WFM Competitive Landscape
14.1 Company Snapshot

15. Workforce Management Vendor Satisfaction Analysis
15.1 Summary of Survey Findings and Analysis: Vendor Categories
15.1.1 Vendor Satisfaction by Category and Customer
15.2 Summary of Survey Findings and Analysis: WFM Suite Modules
15.2.1 WFM Modules Satisfaction, by Category and Customer
15.3 Summary of Survey Findings and Analysis: WFM Product Capabilities
15.3.1 WFM Product Capabilities Satisfaction, by Category and Customer
15.4 Customer Background and Insights
15.4.1 Channels Supported by the WFM Solution
15.4.2 Other Enterprise Departments Using the WFM Solution
15.4.3 Top 3-5 WFM Challenges
15.4.4 Additional Comments

16. Pricing
16.1 Pricing for a 250-Seat Premise-Based WFM Solution
16.2 Pricing for a 250-Seat Cloud-Based WFM Solution

17. Company Reports
17.1 Alvaria
17.2 Authority Software
17.3 Calabrio
17.4 NICE
17.5 Playvox
17.6 Puzzel Ltd.
17.7 Verint Systems

18. Appendix: Workforce Management Vendor Directory