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Evolving organizational needs and a series of trends are converging, driving unprecedented interest and innovation in workforce management (WFM) solutions. There are a multitude of opportunities to improve the effectiveness of WFM solutions, and vendors are responding with new products and/or enhancements such as improved user interfaces (UIs) and more flexible features to accommodate complex environments. End users have more choices than ever, thanks to European market contenders and emerging US-based competitors who are introducing new approaches and cost-effective solutions for companies of all sizes.
Scope of the Report
The 2013 - 2014 Workforce Management Market Report presents contact center and IT managers with unparalleled vendor, product, functional, technical and pricing information. It provides a detailed description of the core and optional WFM modules, explains how each benefits an organization, and analyzes the differences among vendors’ offerings. Readers will get an inside look at the expanding WFM competitive landscape, including market momentum and vendor positioning. The Report also provides an insightful analysis of the market trends – continued growth of cloud-based offerings, the increasing needs of back-office and branch operations, and the changing workforce. All of these developments are driving innovation and presenting challenges and opportunities for WFM vendors.
Key features of the Report include:
- State of the market: Overview of the contact center WFM market with a breakdown and review of the core, value-added and optional functional components (building blocks) that comprise a contact center WFM solution
- Competitive overview and market share analysis: High-level review of the competitive landscape, along with comprehensive corporate, technical, financial and functional side-by-side comparisons of 11 leading and contending vendors and their solutions, market share data, adoption analysis and projections
- Product comparisons: Company reports examining all aspects of generally available and upcoming WFM solutions, including differentiators, challenges and future research and development (R&D) plans, along with criteria for choosing a delivery model
- Insights into new and emerging functionality: A look at product innovation that has recently been introduced into the market, as well as what is expected over the next 12-18 months, including a preview of emerging back-office WFO solutions and their core and value-added modules
- Pricing and ROI: Detailed pricing comparisons and analyses for premise-based, cloud and managed service WFM solutions, and an examination of the ROI and benefits enterprises should expect to realize from a successful WFM implementation
- Best practices for end users and vendors: Review of operational best practices for contact center managers and agents, insight into what end users should expect from a successful WFM implementation, and vendor best practices for implementing WFM solutions
- End-user commentary: Comprehensive, independent vendor satisfaction analysis revealing end users’ opinions of each vendor’s products, implementation, training, professional services, support, innovation/responsiveness and pricing
Custom Consulting
You can benefit from more than 25 years of hands-on experience in workforce management. Discover how our complementary consulting services can help you reduce operating expenses by 10-20% and increase revenue while improving the customer experience. Contact Deborah Navarra at 516.628.1098 or deborah.navarra@dmgconsult.com.
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