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1. Executive Summary
2. Introduction
3. DMG Consulting Research Methodology
4. Report Participation Criteria
5. Workforce Management Market Overview
5.1 Why WFM is Important for Contact Centers of All Sizes
5.2 Trends
5.3 Challenges
5.4 Opportunities
6. Non-Contact Center Uses for WFM
7. WFM Service Delivery Model
8. WFM Functional Building Blocks
8.1 Functional Building Blocks
8.2 The Importance of Long-Term Strategic Planning
8.3 Key Differentiators
9. WFM Market Share Analysis
9.1 Validating Market Activity Numbers
9.2 Market Activity Analysis
9.3 Market Share Analysis
10. WFM Projections
11. WFM Market Adoption Rate
12. Return on Investment (ROI) from WFM Offerings
12.1 Benefits
12.2 Return on Investment
13. WFM Best Practices
13.1 Management Best Practices
13.2 Agent Best Practices
13.3 Vendor Implementation Best Practices
14. WFM Pricing
14.1 Premise-Based Pricing
14.2 Hosted/SaaS Service Pricing
14.3 Managed Service-Based Pricing
15. Contact Center WFM Products
15.1 Stand-Alone Products and WFO Suites
15.2 Vendor Snapshot
15.3 Vendor Strategy and Positioning
16. Contact Center Workforce Management Competitive Landscape
16.1 Market Maturity
16.2 Mergers and Acquisitions
16.3 Vendors in the Market
16.4 Small and Mid-Sized Solutions
17. Vendor Customer Satisfaction Analysis
18. Detailed Functional and Technical Analysis
18.1 Security
18.2 High Level Technical Summary
18.3 System Administration
18.4 Forecasting
18.5 Scheduling
18.6 Multi-Media
18.7 Intra-Day Management
18.8 Adherence Reporting
18.9 Agent Preferences
18.10 Reporting and Analytics
18.11 Implementation, Support and Training
19. Company Reports
19.1 Aspect Software
19.2 Calabrio
19.3 Genesys
19.4 GMT
19.5 IEX, a NICE Company
19.6 inContact (formerly UCN, Inc.)
19.7 InVision
19.8 Pipkins
19.9 Verint
20. Appendix: Workforce Management Vendor Directory
Table of Figures
Figure 1: Additional Uses of WFM Applications
Figure 2: Service Delivery Models
Figure 3: WFM Service Delivery Analysis
Figure 4: WFM Functional Building Blocks
Figure 5: Long-Term Strategic Planning Process
Figure 6: WFM Solution Modules
Figure 7: High-Level Functional Summary
Figure 8: 2008 WFM Market Activity by Vendor, as of September 2008
Figure 9: 2008 WFM Market Share by Number of Seats/Agents,
as of September 30, 2008
Figure 10: 2008 WFM Market Share by Number of Seats/Agents Chart
Figure 11: Total Number of WFM Seats/Agents,2007 vs. 2008 Comparison
Figure 12: Total Number of WFM Seats/Agents, 2007vs. 2008 Comparison
Graph
Figure 13: 2009 - 2011 Contact Center Workforce Management Market
Projections
Figure 15: WFM Adoption Rate by Contact Center Size and Region
Figure 16: Benefit Categories from WFM Offerings
Figure 17: Payback From WFM Offerings
Figure 18: WFM Implementation Best Practices
Figure 19: WFM Price Ranges - Premise-Based Solutions
Figure 20: WFM Price Ranges - Premise-Based Solutions, 2008 vs. 2007
Comparison
Figure 21: WFM Pricing (Premise-Based Solution)
Figure 22: WFM Price Ranges - Hosted/SaaS Service Solutions
Figure 23: WFM Pricing (Hosted Solution)
Figure 24: WFM Pricing (Managed Service)
Figure 25: WFM Vendor Offerings/Products
Figure 26: WFM New Product Features
Figure 27: Fulfillment Status of 2008 Enhancements
Figure 28: Financial and Market Share Summary
Figure 29: Company Strategy Statements
Figure 30: WFM Strategy Statements
Figure 31: Overview of WFM Vendor Offerings
Figure 32: Small/Mid-Size Solutions
Figure 33: Customer Survey Rating Categories
Figure 34: WFM Average Satisfaction Ratings by Category
Figure 35: WFM Solution/Product Satisfaction Ratings by Customer
Figure 36: WFM Implementation Satisfaction Ratings by Customer
Figure 37: WFM Service and Support Satisfaction Ratings by Customer
Figure 38: WFM Training Satisfaction Ratings by Customer
Figure 39: WFM Professional Services Satisfaction Ratings by Customer
Figure 40: WFM Overall Satisfaction Ratings by Customer
Figure 41: Security
Figure 42: High Level Technical Summary
Figure 43: System Administration
Figure 44: Forecasting
Figure 45: Scheduling
Figure 46: Multi-Media
Figure 47: Intra-Day Management
Figure 48: Adherence Reporting
Figure 49: Agent Preferences
Figure 50: Reporting and Analytics
Figure 51: Implementation, Support and Training
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.
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