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2017-2018 Workforce Optimization Product and Market Report

2017-2018 Workforce Optimization Product and Market Report

Enterprises need WFO functionality more than ever, and the vendors who are responding with innovations, including new architectures and intelligent automation will be best positioned to adapt to changing market needs.

Unparalleled and insightful analysis into the transformation of the WFO sector

DMG Consulting LLC’s annual Workforce Optimization Product and Market Report analyzes the workforce optimization (WFO) market and product suites. The core modules of WFO solutions are recording and quality assurance (QA)/quality management (QM), and true WFO suites also include at least 3 of the following 10 complementary applications: workforce management (WFM), contact center performance management (CCPM), speech analytics (SA), text analytics (TA), desktop analytics (DA), enterprise feedback management (EFM)/surveying, eLearning/coaching, gamification, customer journey analytics (CJA) and robotic process automation (RPA).

DMG Consulting’s 14th annual Workforce Optimization Product and Market Report presents the most thorough, accurate and comprehensive analysis of this transforming technology sector. The 400-page Report provides all of the vendor, product, functional, technical, pricing and operational information that leaders in the contact center, IT and enterprise need to identify the right solution and vendor to meet their current and future WFO requirements.  The Report also provides an insightful analysis of WFO market activity for the first half of 2017, and provides 5-year market projections for the 12 WFO application components.

The 2017- 2018 edition of the Workforce Optimization Product and Market Report covers 8 leading and contending vendors: Aspect, Calabrio, dvsAnalytics, NICE, OnviSource and Verint are featured at an in-depth level throughout the Report; OpenText and ZOOM are covered at a higher level. Each year, the list of vendors changes based on participation criteria, customer requests and changing market dynamics.

Key components of this Report are:

  • Overview of the WFO market segments and vendor-supported business activities
  • Definition of WFO and a review of the functional building blocks and defining characteristics of a WFO suite
  • WFO service deployment options, including the pros and cons of each model
  • Business, service and management trends and challenges that are driving enterprise investments and influencing vendor innovation
  • WFO market innovation, including a review of recently introduced functionality and developments planned for the next 12 – 18 months
  • Examination of the omni-channel capabilities, supporting systems and applications, and best practices required for digital transformation, including an insightful analysis of consumer channel preferences
  • Evolving contact center KPI requirements, with practical recommendations for measuring performance and customer experience (CX) in an omni-channel world
  • WFO applications and best practices for developing, motivating and retaining great agents in the Millennial workforce
  • Insightful look at how next-gen WFM with real-time adaptive scheduling can be leveraged to re-engineer intraday management and support new staffing paradigms that prioritize employee needs and preferences while improving the customer experience
  • Explanation of the increasing importance of leveraging insights from speech, text, desktop and customer journey analytics to understand and improve the omni-channel customer experience and support analytics-enabled processes and automation
  • Detailed revenue and market share analyses featuring first-half 2017 vs. first-half 2016 revenue comparisons by vendor, based on GAAP revenue for total company, the contact center WFO segment, the quality management/recording (WFO) sector, voice recording, contact center and non-contact-center voice recording, and QA/QM
  • 5-year WFO market projections for 2017 – 2021
  • Review and assessment of the dynamic WFO competitive landscape and vendor competitive positioning
  • Overview of the 8 WFO vendors covered in the Report, including company snapshots, vendor go-to-market strategies and product overviews, packaged solutions and offerings targeted at small and mid-size businesses (SMBs)
  • Comparative analyses of the key functional capabilities of the 6 featured WFO suites
  • Comprehensive customer satisfaction survey results that measure and rank ratings across 15 product components, 10 effectiveness categories, and 10 vendor categories
  • Detailed pricing analysis for a 250-seat on-premise and cloud-based QM/recording/coaching implementation, and incremental costs for WFM, CCPM, surveying, speech, text and desktop analytics, and gamification
  • Detailed company reports for the 8 leading and contending WFO vendors, analyzing their products, functionality and future product development plans
  • Comprehensive WFO Vendor Directory
  • 1. Executive Summary
  • 2. Introduction
  • 3. DMG Consulting Research Methodology
    • 3.1 Report Participation Criteria
  • 4. WFO Market Segments
  • 5. Workforce Optimization Defined
    • 5.1 WFO Vendor Suite Overview
      • 5.1.1 Recording
      • 5.1.2 Compliance
    • 5.2 WFO Functional and Technical Framework
      • 5.2.1 Security
      • 5.2.2 Dashboards, Reporting and Analytics
    • 5.3 Technical and Functional Characteristics and Benefits of a WFO Suite
    • 5.4 High-Level Vendor Functional Overview
    • 5.5 WFO Suite Benefits
  • 6. Service Delivery Models
  • 7. Implementation and ROI Analysis
  • 8. WFO Market Trends and Challenges
    • 8.1 WFO Trends
    • 8.2 WFO Challenges
  • 9. WFO Market Innovation
    • 9.1 New Product Features
    • 9.2 Emerging Capabilities
  • 10. Omni-Channel is the Future of the Contact Center
    • 10.1 The Omni-Channel Contact Center
    • 10.2 Consumer Channel Preferences Benchmark Study
      • 10.2.1 Consumers Channel Preferences when Communicating with a Business
      • 10.2.2 Consumers Channel Preferences when being Contacted by a Business
      • 10.2.3 Consumer Channel Preferences Recap: Summary of Benchmark Study Findings
    • 10.3 To Chat or Not to Chat
    • 10.4 Building and Transitioning to an Omni-Channel Contact Center Environment
    • 10.5 Vendor Omni-Channel Capabilities
  • 11. KPIs that Measure What’s Important in the Era of Digital Transformation
    • 11.1 Contact Center KPI Requirements
    • 11.2 Top Contact Center KPIs
    • 11.3 Contact Center Performance Management: Measuring CX in an Omni-Channel World
  • 12. Developing Great and Engaged Omni-Channel Agents
    • 12.1 Agent Engagement Best Practices
    • 12.2 KPIs to Engage and Motivate Agents
    • 12.3 Good and Bad Agent Attrition
    • 12.4 Focus on Agent Retention
    • 12.5 Agent Engagement Tools
      • 12.5.1 Coaching/eLearning
      • 12.5.2 Omni-Channel Quality Management
      • 12.5.3 Gamification
  • 13. NewGen WFM: The Uber-ization of Contact Center Staffing
    • 13.1 NewGen WFM: WFM Reimagined
    • 13.2 Adaptive Real-Time Scheduling is a Requirement of NewGen WFM
      • 13.2.1 Adaptive Real-Time Scheduling vs. Intraday Management
      • 13.2.2 Adaptive Real-Time Scheduling Improves Customer and Employee Engagement
    • 13.3 Vendor WFM Capabilities
  • 14. Analytics Improves the Customer Journey
    • 14.1 Interaction Analytics Provides Omni-Channel Insights
      • 14.1.1 Speech Analytics
      • 14.1.2 Text Analytics
    • 14.2 CJA Maps the Cross-Channel Customer Journey
    • 14.3 Desktop Analytics and RPA Improves the Customer and Agent Experience
      • 14.3.1 Desktop Analytics
      • 14.3.2 Robotic Process Automation
    • 14.4 Analytics-Enabled Quality Management (AQM)
      • 14.4.1 Best Practices for Building an AQM Program
      • 14.4.2 Vendor AQM Capabilities
    • 14.5 Surveying/VoC: Soundtrack of the Customer Journey
  • 15. Market Activity Analysis
    • 15.1 Financial Information Sources
    • 15.2 Debates about Methodology
    • 15.3 Methodology
    • 15.4 Total GAAP Revenue and Market Share, First-Half 2017 vs. First-Half 2016 (all QM/recording-related vendors)
    • 15.5 Total Contact Center WFO Revenue and Market Share, First-Half 2017 vs. First-Half 2016
    • 15.6 Total Voice Recording Revenue and Market Share, First-Half 2017 vs. First-Half 2016 Comparison
    • 15.7 QM/QA Application Revenue and Market Share, First-Half 2017 vs. First-Half 2016 Comparison
  • 16. WFO Market Projections
  • 17. WFO Competitive Landscape
    • 17.1 Current WFO Landscape
    • 17.2 Contact Center WFO Vendor Summaries
  • 18. WFO Vendors and Solutions
    • 18.1 Company Snapshot
    • 18.2 Vendor Strategy
    • 18.3 Packaged Offerings
    • 18.4 SMB Offerings
  • 19. WFO Vendor Satisfaction Analysis
    • 19.1 Summary of Survey Findings and Analysis: Vendor Categories
      • 19.1.1 Vendor Satisfaction by Sub-Category and Customer
    • 19.2 Summary of Survey Findings and Analysis: Product Categories
      • 19.2.1 Product Satisfaction by Sub-Category and Customer
  • 19.3 Summary of Survey Findings and Analysis: Product Effectiveness
  • 19.4 Customer Background and Insights
    • 19.4.1 Customer Background
    • 19.4.2 Top Challenges to Solve with a WFO Solution
    • 19.4.3 Strengths of WFO Solutions
    • 19.4.4 Product Enhancements
    • 19.4.5 Additional Comments
  • 20. Pricing
    • 20.1 Premise-Based Price Range, by Solution
    • 20.2 Premise-Based Pricing
    • 20.3 Cloud-Based Pricing
  • 21. Company Reports
    • 21.1 Aspect Software, Inc.
    • 21.2 Calabrio
    • 21.3 dvsAnalytics
    • 21.4 NICE
    • 21.5 OnviSource
    • 21.6 OpenText Corporation
    • 21.7 Verint Systems
    • 21.8 ZOOM International
  • Appendix: WFO Vendor Directory

Table of Figures

  • Figure 1: WFO Market Segments
  • Figure 2: Vendor Business Activities
  • Figure 3: Contact Center Workforce Optimization Suite
  • Figure 4: High-Level WFO Suite Components
  • Figure 5: Recording
  • Figure 6: Compliance Features
  • Figure 7: WFO Functional and Technical Framework
  • Figure 8: Security
  • Figure 9: Dashboards, Reporting and Analytics
  • Figure 10: Technical and Functional Characteristics and Benefits of a WFO Suite
  • Figure 11: High-Level Functional Summary
  • Figure 12: Suite Benefits
  • Figure 13: Service Delivery Models, Advantages and Disadvantages
  • Figure 14: DMG’s Service Delivery Definitions
  • Figure 15: WFO Vendor Service Delivery Options
  • Figure 16: Implementation and ROI Time Frames
  • Figure 17: 2017 WFO Trends
  • Figure 18: 2017 WFO Challenges
  • Figure 19: New Product Features, by Vendor
  • Figure 20: New Product Features, by Category
  • Figure 21: Future Application Enhancements
  • Figure 22: Omni-Channel Contact Center
  • Figure 23: What’s your favorite way to communicate with a business?
  • Figure 24: Favorite Way to Communicate with a Business, Channel Preference by Generation
  • Figure 25: What’s your favorite way for a business to contact you?
  • Figure 26: Consumer Preferences for How a Business Contacts Them, Channel Preference by Generation
  • Figure 27: Omni-Channel Capabilities
  • Figure 28: Contact Center KPIs
  • Figure 29: Historical vs. Real-Time Performance Management
  • Figure 30: Performance Management
  • Figure 31: The Super-Agent
  • Figure 32: Agent Success Cycle
  • Figure 33: Agent Balanced Scorecard
  • Figure 34: Coaching and eLearning
  • Figure 35: QA/QM
  • Figure 36: Gamification Features to Promote Agent Engagement
  • Figure 37: Gamification
  • Figure 38: Challenges with WFM Solutions
  • Figure 39: The Uber-ization of WFM
  • Figure 40: NewGen WFM Process Flow
  • Figure 41: Adaptive Real-Time Scheduling
  • Figure 42: Intraday Management vs. Real-Time Adaptive Scheduling
  • Figure 43: The Benefits of NewGen WFM with Real-Time Adaptive Scheduling
  • Figure 44: Workforce Management (WFM)
  • Figure 45: What is Speech Analytics?
  • Figure 46: Historical vs. Real-Time Speech Analytics Use Cases
  • Figure 47: Speech Analytics
  • Figure 48: Text Analytics
  • Figure 49: Text Analytics
  • Figure 50: CJA Defined
  • Figure 51: Customer Journey Analytics
  • Figure 52: Desktop Analytics Defined
  • Figure 53: Desktop Analytics
  • Figure 54: Robotic Process Automation (RPA)
  • Figure 55: Robotic Process Automation (RPA)
  • Figure 56: Predictive Analytics
  • Figure 57: Analytics-Enabled QM
  • Figure 58: Analytics-Enabled Quality Management (AQM)
  • Figure 59: Surveying/Voice of the Customer (VoC)
  • Figure 60: Total Company GAAP Revenue and Market Share, First-Half 2017 vs. First-Half 2016 Comparison
  • Figure 61: Contact Center WFO Revenue and Market Share, First-Half 2017 vs. First-Half 2016 Comparison
  • Figure 62: Total Voice Recording, First-Half 2017 vs. First-Half 2016 Comparison
  • Figure 63: QM/QA Applications Revenue and Market Share, First-Half 2017 vs. First-Half 2016 Comparison
  • Figure 64: WFO Application Projections, 2017 – 2021
  • Figure 65: 2018 Contact Center WFO Suite Competitive Positioning
  • Figure 66: Company Information
  • Figure 67: Vendor Strategy
  • Figure 68: Packaged Offerings
  • Figure 69: Small/Mid-Size Business (SMB) Offering
  • Figure 70: Customer Survey Rating Categories
  • Figure 71: Average Satisfaction Ratings, by Category
  • Figure 72: Current Product Satisfaction Ratings, by Customer
  • Figure 73: Implementation Satisfaction Ratings, by Customer
  • Figure 74: Training Satisfaction Ratings, by Customer
  • Figure 75: Professional Services Satisfaction Ratings, by Customer
  • Figure 76: Ongoing Service and Support Satisfaction Ratings, by Customer
  • Figure 77: Planned Product Innovation Satisfaction Ratings, by Customer
  • Figure 78: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
  • Figure 79: Vendor Communication Satisfaction Ratings, by Customer
  • Figure 80: Pricing Satisfaction Ratings, by Customer
  • Figure 81: Overall Vendor Satisfaction Ratings, by Customer
  • Figure 82: Product Satisfaction Ratings by Category
  • Figure 83: Supervisor User Interface Satisfaction Ratings, by Customer
  • Figure 84: Agent User Interface Satisfaction Ratings, by Customer
  • Figure 85: Recording Satisfaction Ratings, by Customer
  • Figure 86: Quality Assurance/Management Satisfaction Ratings, by Customer
  • Figure 87: Analytics-Enabled QA/QM Satisfaction Ratings, by Customer
  • Figure 88: Omni-Channel Capabilities Satisfaction Ratings, by Customer
  • Figure 89: Coaching Capabilities Satisfaction Ratings, by Customer
  • Figure 90: Historical Reporting Satisfaction Ratings, by Customer
  • Figure 91: Real-Time Reporting Satisfaction Ratings, by Customer
  • Figure 92: Ad-Hoc Reporting Satisfaction Ratings, by Customer
  • Figure 93: Dashboards Satisfaction Ratings, by Customer
  • Figure 94: Overall Breadth of Suite Satisfaction Ratings, by Customer
  • Figure 95:. Ability to Share Data between Suite Modules Satisfaction Ratings, by Customer
  • Figure 96: Ease of Administration/Configuration/Use Satisfaction Ratings, by Customer
  • Figure 97: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
  • Figure 98: Product Effectiveness Ratings by Category
  • Figure 99: Ability to Deliver an Outstanding and Personalized Customer Experience Satisfaction Ratings, by Customer
  • Figure 100: Ability to Improve Productivity Satisfaction Ratings, by Customer
  • Figure 101: Ability to Reduce the Cost of Service Satisfaction Ratings, by Customer
  • Figure 102: Ability to Reduce Customer Effort Satisfaction Ratings, by Customer
  • Figure 103: Ability to Enhance Omni-Channel Support and Service Satisfaction Ratings, by Customer
  • Figure 104: Ability to Address Regulatory and Compliance Requirements Satisfaction Ratings, by Customer
  • Figure 105: Ability to Track and Improve the Cross-Channel Customer Journey Satisfaction Ratings, by Customer
  • Figure 106: Ability to Increase Sales Satisfaction Ratings, by Customer
  • Figure 107: Ability to Enhance Customer Engagement Satisfaction Ratings, by Customer
  • Figure 108: Ability to Engage and Develop Agents Satisfaction Ratings, by Customer
  • Figure 109: Which of your vendors WFO modules are you using?
  • Figure 110: What channels do you use your WFO solution to support?
  • Figure 111: What were the top 3 – 5 challenges you wanted to solve with the WFO solution?
  • Figure 112: Please tell us the top 3 – 5 strengths of your WFO solution.
  • Figure 113: Please list the product enhancements you would like to see.
  • Figure 114: Additional comments about your experience with the vendor and/or product
  • Figure 115: 2016 Premise-Based Price Ranges By Solution
  • Figure 116: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Premise-Based
  • Figure 117: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Cloud-Based
+ Report Includes

Key components of this Report are:

  • Overview of the WFO market segments and vendor-supported business activities
  • Definition of WFO and a review of the functional building blocks and defining characteristics of a WFO suite
  • WFO service deployment options, including the pros and cons of each model
  • Business, service and management trends and challenges that are driving enterprise investments and influencing vendor innovation
  • WFO market innovation, including a review of recently introduced functionality and developments planned for the next 12 – 18 months
  • Examination of the omni-channel capabilities, supporting systems and applications, and best practices required for digital transformation, including an insightful analysis of consumer channel preferences
  • Evolving contact center KPI requirements, with practical recommendations for measuring performance and customer experience (CX) in an omni-channel world
  • WFO applications and best practices for developing, motivating and retaining great agents in the Millennial workforce
  • Insightful look at how next-gen WFM with real-time adaptive scheduling can be leveraged to re-engineer intraday management and support new staffing paradigms that prioritize employee needs and preferences while improving the customer experience
  • Explanation of the increasing importance of leveraging insights from speech, text, desktop and customer journey analytics to understand and improve the omni-channel customer experience and support analytics-enabled processes and automation
  • Detailed revenue and market share analyses featuring first-half 2017 vs. first-half 2016 revenue comparisons by vendor, based on GAAP revenue for total company, the contact center WFO segment, the quality management/recording (WFO) sector, voice recording, contact center and non-contact-center voice recording, and QA/QM
  • 5-year WFO market projections for 2017 – 2021
  • Review and assessment of the dynamic WFO competitive landscape and vendor competitive positioning
  • Overview of the 8 WFO vendors covered in the Report, including company snapshots, vendor go-to-market strategies and product overviews, packaged solutions and offerings targeted at small and mid-size businesses (SMBs)
  • Comparative analyses of the key functional capabilities of the 6 featured WFO suites
  • Comprehensive customer satisfaction survey results that measure and rank ratings across 15 product components, 10 effectiveness categories, and 10 vendor categories
  • Detailed pricing analysis for a 250-seat on-premise and cloud-based QM/recording/coaching implementation, and incremental costs for WFM, CCPM, surveying, speech, text and desktop analytics, and gamification
  • Detailed company reports for the 8 leading and contending WFO vendors, analyzing their products, functionality and future product development plans
  • Comprehensive WFO Vendor Directory
+ Table of Contents
  • 1. Executive Summary
  • 2. Introduction
  • 3. DMG Consulting Research Methodology
    • 3.1 Report Participation Criteria
  • 4. WFO Market Segments
  • 5. Workforce Optimization Defined
    • 5.1 WFO Vendor Suite Overview
      • 5.1.1 Recording
      • 5.1.2 Compliance
    • 5.2 WFO Functional and Technical Framework
      • 5.2.1 Security
      • 5.2.2 Dashboards, Reporting and Analytics
    • 5.3 Technical and Functional Characteristics and Benefits of a WFO Suite
    • 5.4 High-Level Vendor Functional Overview
    • 5.5 WFO Suite Benefits
  • 6. Service Delivery Models
  • 7. Implementation and ROI Analysis
  • 8. WFO Market Trends and Challenges
    • 8.1 WFO Trends
    • 8.2 WFO Challenges
  • 9. WFO Market Innovation
    • 9.1 New Product Features
    • 9.2 Emerging Capabilities
  • 10. Omni-Channel is the Future of the Contact Center
    • 10.1 The Omni-Channel Contact Center
    • 10.2 Consumer Channel Preferences Benchmark Study
      • 10.2.1 Consumers Channel Preferences when Communicating with a Business
      • 10.2.2 Consumers Channel Preferences when being Contacted by a Business
      • 10.2.3 Consumer Channel Preferences Recap: Summary of Benchmark Study Findings
    • 10.3 To Chat or Not to Chat
    • 10.4 Building and Transitioning to an Omni-Channel Contact Center Environment
    • 10.5 Vendor Omni-Channel Capabilities
  • 11. KPIs that Measure What’s Important in the Era of Digital Transformation
    • 11.1 Contact Center KPI Requirements
    • 11.2 Top Contact Center KPIs
    • 11.3 Contact Center Performance Management: Measuring CX in an Omni-Channel World
  • 12. Developing Great and Engaged Omni-Channel Agents
    • 12.1 Agent Engagement Best Practices
    • 12.2 KPIs to Engage and Motivate Agents
    • 12.3 Good and Bad Agent Attrition
    • 12.4 Focus on Agent Retention
    • 12.5 Agent Engagement Tools
      • 12.5.1 Coaching/eLearning
      • 12.5.2 Omni-Channel Quality Management
      • 12.5.3 Gamification
  • 13. NewGen WFM: The Uber-ization of Contact Center Staffing
    • 13.1 NewGen WFM: WFM Reimagined
    • 13.2 Adaptive Real-Time Scheduling is a Requirement of NewGen WFM
      • 13.2.1 Adaptive Real-Time Scheduling vs. Intraday Management
      • 13.2.2 Adaptive Real-Time Scheduling Improves Customer and Employee Engagement
    • 13.3 Vendor WFM Capabilities
  • 14. Analytics Improves the Customer Journey
    • 14.1 Interaction Analytics Provides Omni-Channel Insights
      • 14.1.1 Speech Analytics
      • 14.1.2 Text Analytics
    • 14.2 CJA Maps the Cross-Channel Customer Journey
    • 14.3 Desktop Analytics and RPA Improves the Customer and Agent Experience
      • 14.3.1 Desktop Analytics
      • 14.3.2 Robotic Process Automation
    • 14.4 Analytics-Enabled Quality Management (AQM)
      • 14.4.1 Best Practices for Building an AQM Program
      • 14.4.2 Vendor AQM Capabilities
    • 14.5 Surveying/VoC: Soundtrack of the Customer Journey
  • 15. Market Activity Analysis
    • 15.1 Financial Information Sources
    • 15.2 Debates about Methodology
    • 15.3 Methodology
    • 15.4 Total GAAP Revenue and Market Share, First-Half 2017 vs. First-Half 2016 (all QM/recording-related vendors)
    • 15.5 Total Contact Center WFO Revenue and Market Share, First-Half 2017 vs. First-Half 2016
    • 15.6 Total Voice Recording Revenue and Market Share, First-Half 2017 vs. First-Half 2016 Comparison
    • 15.7 QM/QA Application Revenue and Market Share, First-Half 2017 vs. First-Half 2016 Comparison
  • 16. WFO Market Projections
  • 17. WFO Competitive Landscape
    • 17.1 Current WFO Landscape
    • 17.2 Contact Center WFO Vendor Summaries
  • 18. WFO Vendors and Solutions
    • 18.1 Company Snapshot
    • 18.2 Vendor Strategy
    • 18.3 Packaged Offerings
    • 18.4 SMB Offerings
  • 19. WFO Vendor Satisfaction Analysis
    • 19.1 Summary of Survey Findings and Analysis: Vendor Categories
      • 19.1.1 Vendor Satisfaction by Sub-Category and Customer
    • 19.2 Summary of Survey Findings and Analysis: Product Categories
      • 19.2.1 Product Satisfaction by Sub-Category and Customer
  • 19.3 Summary of Survey Findings and Analysis: Product Effectiveness
  • 19.4 Customer Background and Insights
    • 19.4.1 Customer Background
    • 19.4.2 Top Challenges to Solve with a WFO Solution
    • 19.4.3 Strengths of WFO Solutions
    • 19.4.4 Product Enhancements
    • 19.4.5 Additional Comments
  • 20. Pricing
    • 20.1 Premise-Based Price Range, by Solution
    • 20.2 Premise-Based Pricing
    • 20.3 Cloud-Based Pricing
  • 21. Company Reports
    • 21.1 Aspect Software, Inc.
    • 21.2 Calabrio
    • 21.3 dvsAnalytics
    • 21.4 NICE
    • 21.5 OnviSource
    • 21.6 OpenText Corporation
    • 21.7 Verint Systems
    • 21.8 ZOOM International
  • Appendix: WFO Vendor Directory

Table of Figures

  • Figure 1: WFO Market Segments
  • Figure 2: Vendor Business Activities
  • Figure 3: Contact Center Workforce Optimization Suite
  • Figure 4: High-Level WFO Suite Components
  • Figure 5: Recording
  • Figure 6: Compliance Features
  • Figure 7: WFO Functional and Technical Framework
  • Figure 8: Security
  • Figure 9: Dashboards, Reporting and Analytics
  • Figure 10: Technical and Functional Characteristics and Benefits of a WFO Suite
  • Figure 11: High-Level Functional Summary
  • Figure 12: Suite Benefits
  • Figure 13: Service Delivery Models, Advantages and Disadvantages
  • Figure 14: DMG’s Service Delivery Definitions
  • Figure 15: WFO Vendor Service Delivery Options
  • Figure 16: Implementation and ROI Time Frames
  • Figure 17: 2017 WFO Trends
  • Figure 18: 2017 WFO Challenges
  • Figure 19: New Product Features, by Vendor
  • Figure 20: New Product Features, by Category
  • Figure 21: Future Application Enhancements
  • Figure 22: Omni-Channel Contact Center
  • Figure 23: What’s your favorite way to communicate with a business?
  • Figure 24: Favorite Way to Communicate with a Business, Channel Preference by Generation
  • Figure 25: What’s your favorite way for a business to contact you?
  • Figure 26: Consumer Preferences for How a Business Contacts Them, Channel Preference by Generation
  • Figure 27: Omni-Channel Capabilities
  • Figure 28: Contact Center KPIs
  • Figure 29: Historical vs. Real-Time Performance Management
  • Figure 30: Performance Management
  • Figure 31: The Super-Agent
  • Figure 32: Agent Success Cycle
  • Figure 33: Agent Balanced Scorecard
  • Figure 34: Coaching and eLearning
  • Figure 35: QA/QM
  • Figure 36: Gamification Features to Promote Agent Engagement
  • Figure 37: Gamification
  • Figure 38: Challenges with WFM Solutions
  • Figure 39: The Uber-ization of WFM
  • Figure 40: NewGen WFM Process Flow
  • Figure 41: Adaptive Real-Time Scheduling
  • Figure 42: Intraday Management vs. Real-Time Adaptive Scheduling
  • Figure 43: The Benefits of NewGen WFM with Real-Time Adaptive Scheduling
  • Figure 44: Workforce Management (WFM)
  • Figure 45: What is Speech Analytics?
  • Figure 46: Historical vs. Real-Time Speech Analytics Use Cases
  • Figure 47: Speech Analytics
  • Figure 48: Text Analytics
  • Figure 49: Text Analytics
  • Figure 50: CJA Defined
  • Figure 51: Customer Journey Analytics
  • Figure 52: Desktop Analytics Defined
  • Figure 53: Desktop Analytics
  • Figure 54: Robotic Process Automation (RPA)
  • Figure 55: Robotic Process Automation (RPA)
  • Figure 56: Predictive Analytics
  • Figure 57: Analytics-Enabled QM
  • Figure 58: Analytics-Enabled Quality Management (AQM)
  • Figure 59: Surveying/Voice of the Customer (VoC)
  • Figure 60: Total Company GAAP Revenue and Market Share, First-Half 2017 vs. First-Half 2016 Comparison
  • Figure 61: Contact Center WFO Revenue and Market Share, First-Half 2017 vs. First-Half 2016 Comparison
  • Figure 62: Total Voice Recording, First-Half 2017 vs. First-Half 2016 Comparison
  • Figure 63: QM/QA Applications Revenue and Market Share, First-Half 2017 vs. First-Half 2016 Comparison
  • Figure 64: WFO Application Projections, 2017 – 2021
  • Figure 65: 2018 Contact Center WFO Suite Competitive Positioning
  • Figure 66: Company Information
  • Figure 67: Vendor Strategy
  • Figure 68: Packaged Offerings
  • Figure 69: Small/Mid-Size Business (SMB) Offering
  • Figure 70: Customer Survey Rating Categories
  • Figure 71: Average Satisfaction Ratings, by Category
  • Figure 72: Current Product Satisfaction Ratings, by Customer
  • Figure 73: Implementation Satisfaction Ratings, by Customer
  • Figure 74: Training Satisfaction Ratings, by Customer
  • Figure 75: Professional Services Satisfaction Ratings, by Customer
  • Figure 76: Ongoing Service and Support Satisfaction Ratings, by Customer
  • Figure 77: Planned Product Innovation Satisfaction Ratings, by Customer
  • Figure 78: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
  • Figure 79: Vendor Communication Satisfaction Ratings, by Customer
  • Figure 80: Pricing Satisfaction Ratings, by Customer
  • Figure 81: Overall Vendor Satisfaction Ratings, by Customer
  • Figure 82: Product Satisfaction Ratings by Category
  • Figure 83: Supervisor User Interface Satisfaction Ratings, by Customer
  • Figure 84: Agent User Interface Satisfaction Ratings, by Customer
  • Figure 85: Recording Satisfaction Ratings, by Customer
  • Figure 86: Quality Assurance/Management Satisfaction Ratings, by Customer
  • Figure 87: Analytics-Enabled QA/QM Satisfaction Ratings, by Customer
  • Figure 88: Omni-Channel Capabilities Satisfaction Ratings, by Customer
  • Figure 89: Coaching Capabilities Satisfaction Ratings, by Customer
  • Figure 90: Historical Reporting Satisfaction Ratings, by Customer
  • Figure 91: Real-Time Reporting Satisfaction Ratings, by Customer
  • Figure 92: Ad-Hoc Reporting Satisfaction Ratings, by Customer
  • Figure 93: Dashboards Satisfaction Ratings, by Customer
  • Figure 94: Overall Breadth of Suite Satisfaction Ratings, by Customer
  • Figure 95:. Ability to Share Data between Suite Modules Satisfaction Ratings, by Customer
  • Figure 96: Ease of Administration/Configuration/Use Satisfaction Ratings, by Customer
  • Figure 97: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
  • Figure 98: Product Effectiveness Ratings by Category
  • Figure 99: Ability to Deliver an Outstanding and Personalized Customer Experience Satisfaction Ratings, by Customer
  • Figure 100: Ability to Improve Productivity Satisfaction Ratings, by Customer
  • Figure 101: Ability to Reduce the Cost of Service Satisfaction Ratings, by Customer
  • Figure 102: Ability to Reduce Customer Effort Satisfaction Ratings, by Customer
  • Figure 103: Ability to Enhance Omni-Channel Support and Service Satisfaction Ratings, by Customer
  • Figure 104: Ability to Address Regulatory and Compliance Requirements Satisfaction Ratings, by Customer
  • Figure 105: Ability to Track and Improve the Cross-Channel Customer Journey Satisfaction Ratings, by Customer
  • Figure 106: Ability to Increase Sales Satisfaction Ratings, by Customer
  • Figure 107: Ability to Enhance Customer Engagement Satisfaction Ratings, by Customer
  • Figure 108: Ability to Engage and Develop Agents Satisfaction Ratings, by Customer
  • Figure 109: Which of your vendors WFO modules are you using?
  • Figure 110: What channels do you use your WFO solution to support?
  • Figure 111: What were the top 3 – 5 challenges you wanted to solve with the WFO solution?
  • Figure 112: Please tell us the top 3 – 5 strengths of your WFO solution.
  • Figure 113: Please list the product enhancements you would like to see.
  • Figure 114: Additional comments about your experience with the vendor and/or product
  • Figure 115: 2016 Premise-Based Price Ranges By Solution
  • Figure 116: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Premise-Based
  • Figure 117: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Cloud-Based
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