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 WFM Building Blocks
        5.2     Back-Office WFM Solutions
        5.3     Vendor High-Level Functional Comparison
6.     Workforce Management Trends
7.     Workforce Management Challenges
8.     Workforce Management Market Innovation
        8.1     New Product Features
        8.2     Future Enhancements
9.     Changing Market Dynamics: Timekeeping, Hosting, Social Media and
        Non-Contact-Center WFM
10.   The Need to Improve Forecasting Algorithms
        10.1   Vendor Investments to Improve Forecasting Accuracy
        10.2   Getting Better Results from Workforce Management Solutions
        10.3   Making Trade-Offs Between Accuracy and Ease of Use
        10.4   How Vendors Overcome the Limitations of Erlang
11.   Multi-Channel/Multi-Skill/Blended Workforce Management Challenges
12.   Self-Service/Agent Preferences
        12.1   Importance of Support for Agent Preferences
        12.2   Self-Service Functionality
13.   Internationalization of Workforce Management Solutions
        13.1   Country Work Rules, Regulations and Language Support
14.   Workforce Management Market Activity Analysis
        14.1   Validating Market Numbers
        14.2   WFM Market Activity Analysis
        14.3   Market Share Analysis
15.   Workforce Management Market Adoption
16.   Contact Center Workforce Management Market Projections
17.   Contact Center Workforce Management Competitive Landscape
        17.1   Who is Going to Win the WFM War – Stand-Alone or Suite Providers?
        17.2   Mergers and Acquisitions
        17.3   Contact Center WFM Vendor Summary
18.   Workforce Management Vendors and Solutions
        18.1   High-Level Company and Financial Overview
        18.2   Vendor Strategy and Positioning
        18.3   Vendor Offerings and Products
        18.4   Small/Mid-Size Solutions
19.   Service Delivery Models
        19.1   DMG Consulting Service Delivery Definitions
        19.2   Vendor Service Delivery Models
20.   Long-Term Planning and Budgeting
        20.1   Long-Term Planning
        20.2   Budgeting
21.   Implementation Analysis
        21.1   Implementation Process
        21.2   Implementation Best Practices
        21.3   Training and Support
22.   Workforce Management Benefits and Return on Investment
        22.1   Contact Center Workforce Management Benefits
        22.2   Contact Center WFM Return on Investment
        22.3   The Impact of Hosting on ROI
23.   Customer Satisfaction Analysis
        23.1   Summary of Survey Findings and Analysis
        23.2   Detailed Survey Findings and Analysis
        23.3   Customer Insights
                  23.3.1   Reason for Application Meeting Expectations
24. Pricing
        24.1   Premise-Based
        24.2   Hosted/Cloud-Based
        24.3   Managed Service
25. WFM Suite Functional Analysis
        25.1   High-Level Functional Summary
        25.2   High-Level Technical Summary
        25.3   Security
        25.4   Administration
        25.5   Forecasting
        25.6   Scheduling
        25.7   Multi-Media
        25.8   Intra-Day Management
        25.9   Adherence Reporting
        25.10 Reporting, Dashboards and Analytics
26. Company Reports
        26.1   Aspect
        26.2   Calabrio
        26.3   Genesys
        26.4   GMT
        26.5   Interactive Intelligence
        26.6   NICE/IEX
        26.7   Teleopti
        26.8   Verint Systems
Appendix: Workforce Management Vendor Directory

Table of Figures
Figure 1:     WFM Market Segments
Figure 2:     WFM Functional Building Blocks
Figure 3:     Back-Office WFM Solutions
Figure 4:     Solution Modules
Figure 5:     WFM Trends
Figure 6:     WFM Challenges
Figure 7:     New Product Features
Figure 8:     Fulfillment Status of 2010 Enhancements
Figure 9:     Future Enhancements
Figure 10:   Vendor Investments and Actions to Improve WFM Forecasting Accuracy
Figure 11:   Overcoming the Limitations of Erlang
Figure 12:   Agent Preferences/Self-Service
Figure 13:   Foreign Work Rule Regulations
Figure 14:   The Awakening of the WFM Market Challenges the Status Quo
Figure 15:   2010 Contact Center WFM Market Activity by Vendor, as of
                   December 31, 2010
Figure 16:   Contact Center WFM Market Share by Number of Seats, as of
                   December 31, 2010
Figure 17:   Contact Center WFM Market Share by Number of Seats, as of December 2010
Figure 18:   Total Number of Contact Center WFM Seats, 2009 vs. 2010 Comparison
Figure 19:   Total Number of Contact Center WFM Seats, 2007 – 2010 Trends
Figure 20:   Total Number of Contact Center WFM Customers and Seats, 2009 vs.
                   2010 Comparison
Figure 21:   WFM Projections, 2011 – 2014
Figure 22:   Financial and Market Share Summary
Figure 23:   Vendor Strategy
Figure 24:   Products
Figure 25:   Small/Mid-Size Solutions
Figure 26:   Service Delivery Models
Figure 27:   Vendor Service Delivery Model
Figure 28:   Service Delivery Model
Figure 29:   Long-Term Planning
Figure 30:   Budgeting
Figure 31:   Implementation Process
Figure 32:   Implementation Best Practices
Figure 33:   Training and Support
Figure 34:   Benefits of WFM Solutions
Figure 35:   ROI Analysis
Figure 36:   Contact Center Vendor ROI Analysis
Figure 37:   Customer Survey Rating Categories
Figure 38:   Average Satisfaction Ratings, by Category
Figure 39:   Product Satisfaction Ratings by Category
Figure 40:   Product Ease of Set-Up/Use/Maintenance Satisfaction Ratings, by Customer
Figure 41:   Product Ease of Integration with Third-Party Applications Satisfaction
                   Ratings, by Customer
Figure 42:   System Flexibility Satisfaction Ratings, by Customer
Figure 43:   Self-Service Interface and Features Satisfaction Ratings, by Customer
Figure 44:   Intra-Day Interface and Features Satisfaction Ratings, by Customer
Figure 45:   Adherence Interface and Features Satisfaction Ratings, by Customer
Figure 46:   Real-Time Capabilities Satisfaction Ratings, by Customer
Figure 47:   Forecasting Accuracy Satisfaction Ratings, by Customer
Figure 48:   Scheduling Features and Flexibility Satisfaction Ratings, by Customer
Figure 49:   Multi-Channel/Multi-Media Capabilities Satisfaction Ratings, by Customer Figure 50:   Long-Term Planning Capabilities Satisfaction Ratings, by Customer
Figure 51:   Ability to Support Workflow Automation and Analytics Satisfaction
                   Ratings, by Customer
Figure 52:   Dashboard Satisfaction Ratings, by Customer
Figure 53:   Report Satisfaction Ratings, by Customer
Figure 54:   Implementation Satisfaction Ratings, by Customer
Figure 55:   Training Satisfaction Ratings, by Customer
Figure 56:   Service and Maintenance Satisfaction Ratings, by Customer
Figure 57:   Professional Services Satisfaction Ratings, by Customer
Figure 58:   Innovation and Responsiveness to Product Enhancement Requests
                   Satisfaction Ratings, by Customer
Figure 59:   Vendor Communication Satisfaction Ratings, by Customer
Figure 60:   Product Pricing Satisfaction Ratings, by Customer
Figure 61:   Overall Satisfaction Ratings, by Customer
Figure 62:   Please tell us why the application met your expectations.
Figure 63:   What are the top three to five drivers in the decision to implement a
                   WFM solution?
Figure 64:   What are the top three to five benefits you have gained from using
                   the QM/WFO solution?
Figure 65:   Verbatims: What does your vendor excel at?
Figure 66:   Verbatims: What can your vendor do better?
Figure 67:   Verbatims: What type of product enhancements would you like to see?
Figure 68:   Verbatims: Please feel free to provide any additional comments about
                   your experience with the vendor and/or product
Figure 69:   Pricing Ranges – Premise-Based Solutions
Figure 70:   Pricing (Premise-Based Solution) – 75 Agents
Figure 71:   Pricing (Premise-Based Solution) – 75 Agents
Figure 72:   Pricing (Premise-Based Solution) – 300 Agents
Figure 73:   Pricing (Premise-Based Solution) – 500 Agents
Figure 74:   Pricing (Hosted/SaaS Service) – 75 Agents
Figure 75:   Pricing (Hosted/SaaS Service) – 300 Agents
Figure 76:   Pricing (Hosted/SaaS Service) – 500 Agents
Figure 77:   Verint Retail Financial Services (RFS) WFM Pricing (Hosted/SaaS Service)
Figure 78:   GMT Pricing (Managed Service)
Figure 79:   Verint Retail Financial Services (RFS) WFM Pricing (Managed Service)
Figure 80:   High-Level Functional Summary
Figure 81:   High-Level Technical Summary
Figure 82:   Security
Figure 83:   System Administration
Figure 84:   Forecasting
Figure 85:   Scheduling
Figure 86:   Multi-Media
Figure 87:   Intra-Day Management
Figure 88:   Adherence Reporting
Figure 89:   Reporting, Dashboards and Analytics

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.