 |
1. Executive Summary
2. Introduction
3. DMG Consulting Research Methodology
3.1 Report Participation Criteria
4. Workforce Management Market Segments
5. Workforce Management Functional Building Blocks
5.1 Core, Value-Added and Optional Modules
6. WFM Service Delivery Models
7. Workforce Management Trends and Challenges
8. Workforce Management Market Innovation
8.1 New Product Features
8.2 Future Enhancements
9. The Emergence of Back-Office WFO
10. The Back-Office Staff Optimization Opportunity
10.1 Optimizing Staff Resources to Meet Business Needs
10.2 Back-Office/Branch Capabilities
11. Multi-Channel Workforce Management Capabilities
12. WFM for the Millennial Workforce
12.1 Balancing Staff Optimization and Agent Schedule Preferences
12.2 Meeting the Millennial Workforce Challenge with Next-Gen WFM Solutions
13. WFM Market Activity Analysis
13.1 Validating Market Numbers
13.2 WFM Market Share Analysis
14. Workforce Management Market Adoption
15. WFM Projections
16. Contact Center WFM Competitive Landscape
17. Workforce Management Vendors and Solutions
17.1 Company Snapshot
17.2 Market Segments Supported
17.3 Vendor Offerings and Products
18. High-Level Functional Summary
19. High-Level Technical Summary
19.1 Security
19.2 System Administration
20. Benefits and ROI of WFM Solutions
20.1 Building a Business Case
21. WFM Implementation Analysis
21.1 Implementation Process
21.2 Implementation Best Practices
21.3 Training and Services
21.4 Maintenance and Support
22. Workforce Management Vendor Satisfaction Analysis
22.1 Summary of Survey Findings and Analysis
22.2 Detailed Survey Findings and Analysis
22.3 Customer Insights
22.4 Activities Supported by WFM
23. Pricing
23.1 Premise-Based Price Ranges
23.2 Cloud-Based Pricing
23.3 Managed Service Pricing
24. WFM Suite Detailed Functional Analysis
24.1 Forecasting
24.2 Scheduling
24.3 Intra-Day Managemen
24.4 Real-Time Adherence
24.5 Self-Service
24.6 Reporting, Dashboards, Alerts and Scorecards
24.7 Time-Off Management
24.8 Long-Term Planning
25. Company Reports
25.1 Aspect
25.2 Calabrio
25.3 eg solutions
25.4 Genesys
25.5 Holy-Dis
25.6 Interactive Intelligence
25.7 Intradiem
25.8 NICE Systems
25.9 Teleopti
25.10 Verint Systems
25.11 WorkFlex
Appendix: Workforce Management Vendor Directory
Table of Figures
Figure 1: WFM Market Segments
Figure 2: Contact Center WFM Building Blocks
Figure 3: DMG’s Service Delivery Model Definitions
Figure 4: Vendor Service Delivery Options
Figure 5: WFM Market Trends
Figure 6: Contact Center WFO Challenges
Figure 7: New Product Features
Figure 8: Future Enhancements by Category
Figure 9: Back-Office Workforce Optimization Suites
Figure 10: Desktop Analytics Defined
Figure 11: Back-Office/Branch
Figure 12: The Hard and Soft Benefits of Multi-Channel Service
Figure 13: Aspect Multi-Channel Capabilities
Figure 14: Calabrio Multi-Channel Capabilities
Figure 15: Genesys Multi-Channel Capabilities
Figure 16: Interactive Intelligence Multi-Channel Capabilities
Figure 17: NICE Multi-Channel Capabilities
Figure 18: Teleopti Multi-Channel Capabilities
Figure 19: Verint Multi-Channel Capabilities
Figure 20: Challenges of Managing a Millennial Workforce
Figure 21: Finding Work/Life Balance
Figure 22: Functionality to Support the Millennial Workforce Challenge
Figure 23: Contact Center WFM Market Activity by Vendor, as of
December 31, 2012
Figure 24: Contact Center WFM Market Share by Number of Seats, as of
December 31, 2012
Figure 25: Contact Center WFM Market Share by Number of Seats, as of
December 2012
Figure 26: Total Number of Contact Center WFM Seats/Agents, 2011 vs.
2012 Comparison
Figure 27: Total Number of Contact Center WFM Seats, 2007 - 2012 Trends
Figure 28: WFM Market Projections 2012 - 2015
Figure 29.1: Company information
Figure 29.2: Company information
Figure 30: WFM Market Segments
Figure 31.1: Product Modules
Figure 31.2: Product Modules
Figure 32: High-Level Functional Summary
Figure 33: High-Level Technical Summary
Figure 34: Security
Figure 35: System Administration
Figure 36: Customer Verbatims: Top 3 to 5 Benefits Realized From WFM
Figure 37: Return on Investment
Figure 38: Implementation (for contact centers)
Figure 39: Implementation Best Practices
Figure 40: Training and Services
Figure 41: Maintenance and On-Going Support
Figure 42: Customer Survey Rating Categories
Figure 43: Average Satisfaction Ratings, by Category
Figure 44: Product Satisfaction Ratings, by Category
Figure 45: Ease of Configuration and Set-Up Satisfaction Ratings, by Customer
Figure 46: Ease of Ongoing Use and Maintenance Satisfaction Ratings, by Customer
Figure 47: Ease of Integration with Third-Party Applications Satisfaction Ratings,
by Customer
Figure 48: User Interface Ease of Use Satisfaction Ratings, by Customer
Figure 49: Ability to Customize System to Your Needs Satisfaction Ratings,
by Customer
Figure 50: Forecasting Accuracy Satisfaction Ratings, by Customer
Figure 51: Scheduling Features and Effectiveness Satisfaction Ratings, by Customer
Figure 52: Intra-Day Management Capabilities Satisfaction Ratings, by Customer
Figure 53: Real-Time Adherence Features Satisfaction Ratings, by Customer
Figure 54: Agent Self-Service Features Satisfaction Ratings, by Customer
Figure 55: Time-Off Management Features and Functionality Satisfaction Ratings,
by Customer
Figure 56: Real-Time Capabilities Satisfaction Ratings, by Customer
Figure 57: Multi-Channel Capabilities Satisfaction Ratings, by Customer
Figure 58: Long-Term Planning Capabilities Satisfaction Ratings, by Customer
Figure 59: Process and Workflow Automation Satisfaction Ratings, by Customer
Figure 60: Back-Office Functionality Satisfaction Ratings, by Customer
Figure 61: Branch Functionality Satisfaction Ratings, by Customer
Figure 62: Dashboard Satisfaction Ratings, by Customer
Figure 63: Reporting Satisfaction Ratings, by Customer
Figure 64: Implementation Satisfaction Ratings, by Customer
Figure 65: Training Satisfaction Ratings, by Customer
Figure 66: Professional Services Satisfaction Ratings, by Customer
Figure 67: Ongoing Service and Maintenance Satisfaction Ratings, by Customer
Figure 68: Innovation Satisfaction Ratings, by Customer
Figure 69: Responsiveness to Product Enhancement Requests Satisfaction Ratings,
by Customer
Figure 70: Vendor Communication Satisfaction Ratings, by Customer
Figure 71: Product Pricing Satisfaction Ratings, by Customer
Figure 72: Overall Vendor Satisfaction Ratings, by Customer
Figure 73: What activities do you use your WFM vendor to support?
Figure 74: What channels do you use your WFM vendor to support?
Figure 75: What were your top three to five primary reasons for selecting this
vendor/product as your WFM solution?
Figure 76: What are the top three to five benefits you have gained from using the
WFM solution?
Figure 77: Verbatims: What does your vendor excel at?
Figure 78: Verbatims: What can your vendor do better?
Figure 79: Verbatims: What type of product enhancements would you like to see?
Figure 80: Verbatims: What do you think about your WFM solution’s user interface?
How would you like to see it improved?
Figure 81: Verbatims: Please feel free to provide any additional comments about
your experience with the vendor and/or product.
Figure 82: Price Ranges - 500-Seat Premise-Based Solution
Figure 83: Pricing (Premise-Based Solution) 500 seats
Figure 84: Pricing (Cloud-Based Solution) 500 seats
Figure 85: Forecasting
Figure 86: Scheduling
Figure 87: Intra-Day Management
Figure 88: Real-Time Adherence
Figure 89: Self-Service
Figure 90: Reporting, Dashboards, Alerts and Scorecards
Figure 91: Time-Off Management
Figure 92: Long-Term Planning and Budgeting
Additional Formats for this Table of Contents
The Abstract and Table of Contents are also available in PDF format.
Order Information
To order a copy of the Contact Center Workforce Management Market Report contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098. You may also purchase the report online.
|
|
