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2017 Workforce Management Product and Market Report

2017 Workforce Management Product and Market Report

The WFM market is poised for a major transformation, and the vendors are starting to reinvest in these solutions after taking a laissez-faire approach for decades because of lackluster market demand and momentum. Today, the interest in and demand for full-featured enterprise-level WFM solutions are at a new high, and vendors are waking up to the opportunity.

DMG in the vanguard with over a decade of comprehensive and incisive analysis

Enterprises are looking for flexible and accurate WFM solutions to help them cost effectively deliver a personalized experienced to each and every customer. This is an essential goal in a market dominated by Millennials, who expect the companies that they do business with to have a thorough knowledge of their interaction history and be familiar with their wants and needs. At the same time, companies are seeking solutions to address their enterprise-wide requirements, including the needs of their back offices and branches. WFM vendors are starting to invest in new technology and approaches, including intraday management and next-gen WFM capabilities, to deliver on these high-priority objectives.

DMG has introduced the concept of NewGen WFM, a new approach to address the challenges of intraday management, historically an area of weakness in many contact center WFM solutions. Supported by adaptive real-time scheduling, the goal of these new real-time scheduling modules is to make sure that companies have the right resources at all times to meet their service level commitments. NextGen WFM eliminates the limitations of rigid schedules and compensation and provides agents with more choice and flexibility to address their scheduling needs. Customers benefit from an improved experience and greater engagement at every step of their journey. The combined benefits from more satisfied employees and customers will help to improve a company’s performance and bottom line.

The 2017 Workforce Management Product and Market Report provides an in-depth analysis of the contact center WFM market, competitors, suites, competitive landscape, innovation, end-user satisfaction, as well as market, business and servicing trends and challenges. The Report presents an analysis of WFM market activity and provides 5-year market projections. It also explores the growing back-office and branch WFM market opportunity and the enhanced capabilities of the leading and contending applications.

Key Elements of this Report:

  • Overview of workforce management market segments and vendor-supported activities
  • Service deployment options for WFM solutions
  • Functional and technical building blocks of contact center WFM suites
  • Review of WFM fundamentals: forecasting, scheduling, intraday management, shrinkage, real-time adherence, long-term planning, and dashboards and reporting
  • High-level technical analysis, including security, integration capabilities and globalization features
  • Market and business trends and challenges that are driving enterprise investments and influencing the direction of vendor research and development (R&D)
  • WFM market innovation, including a review of recently introduced functionality and what is planned for the next 12 – 18 months
  • Analysis of the changing business, servicing and management requirements and that are shaping next-gen WFM solutions
  • Discussion of how next-gen WFM and real-time adaptive scheduling will be used to re-imagine and re-engineer intraday management
  • Insightful look at how next-gen WFM can be leveraged to support new staffing paradigms that prioritize employee needs and preferences while at the same time building customer engagement and an improved customer experience
  • Analysis of the developing back-office and branch capabilities of the featured WFM suite providers
  • WFM market activity analysis, adoption rates and 5-year market growth projections
  • Review and assessment of the WFM competitive landscape
  • Overview of the 8 leading and contending WFM vendors, including company snapshots, WFM suites, packaged solutions and small and mid-size business (SMB) offerings
  • WFM benefits and return on investment (ROI) analysis
  • Implementation analysis, including vendor methodology, best practices, maintenance and support, workshops, training and professional services
  • Vendor pricing for 250-seat on-premise and cloud-based WFM implementations, including incremental costs for optional modules
  • Results of a wide-ranging customer satisfaction survey that measures and ranks ratings across 17 product components, 14 effectiveness categories, and 10 vendor categories
  • Detailed company reports for the 8 leading and contending WFM vendors, analyzing their products, functionality and future product development plans
  • Comprehensive WFM Vendor Directory
  1. Executive Summary
  2. Introduction
  3. DMG Consulting Research Methodology
    3.1 Report Participation Criteria
  4. Workforce Management Market Segments
    4.1 WFM Vendor-Supported Market Segments
  5. Vendor Service Delivery Models
    5.1 DMG Service Delivery Definitions
    5.2 Vendor Service Delivery Options
  6. Workforce Management Functional Building Blocks
    6.1 Core, Value-Added, Optional
    6.2 Vendor High-Level WFM Suite Capabilities
  7. WFM Fundamentals
    7.1 Forecasting
    7.2 Scheduling
    7.3 Intraday Management and Automation
    7.4 Shrinkage
    7.5 Real-Time Adherence
    7.6 Dashboards and Reporting
    7.7 Long-Term Planning
  8. High Level Technical Summary
    8.1 Security
    8.2 Integration Capabilities
    8.3 Globalization
  9. Workforce Management Trends and Challenges for 2017
    9.1 WFM Trends for 2017
    9.2 WFM Challenges for 2017
  10. Workforce Management Market Innovation
    10.1 New Product Features
    10.2 Emerging Capabilities
  11. The Future of Contact Center WFM
    11.1 The WFM Challenge
    11.2 NewGen WFM: WFM Reimagined
    11.3 NewGen WFM Improves the Staffing Paradigm
    11.4 Benefits of NewGen WFM
  12. Intraday Management is Key to NewGen WFM
    12.1 Improving Intraday Management
    12.2 Introducing Real-Time Adaptive Scheduling for WFM
    12.3 The Difference between Real-Time Adaptive WFM and Intraday Management
  13. More Than a Productivity Tool
    13.1 WFM Features to Support Agent Engagement
    13.1.1 Agent Self-Service
    13.1.2 Gamification
    13.1.3 Time-Off Management and Work/Life Balance
    13.1.4 Mobility
    13.2 WFM Solutions Build Customer Engagement
    13.2.1 Omni-Channel Capabilities
    13.2.2 Multi-Skill Capabilities
  14. Back-Office Departments Are Essential to the Customer Experience
    14.1 Back-Office WFO Suites to the Rescue
    14.2 Back-Office WFM
    14.3 Vendor Back-Office/Branch Capabilities
    14.4 Benefits of Back-Office/Branch WFM
    14.5 Back-Office/Branch WFM ROI
  15. Workforce Management Market Activity Analysis
    15.1 Validating Market Numbers
    15.2 WFM Market Share Analysis
  16. Workforce Management Market Adoption
  17. Workforce Management Projections
  18. Contact Center Workforce Management Competitive Landscape
    18.1 WFM Vendor Summaries
  19. Workforce Management Vendors and Solutions
    19.1 Company Snapshot
    19.2 Vendor Offerings and Products
    19.3. Packaged Solutions
    19.4. SMB Solutions
  20. Workforce Management Benefits and Return on Investment
    20.1 Contact Center WFM Benefits
    20.2 Contact Center ROI Analysis
  21. Implementation Analysis
    21.1 Implementation Process
    21.2 Implementation Best Practices
    21.3 Training and Services
    21.4 Maintenance and Support
  22. Pricing
    22.1 Premise-Based Price Range, by Solution
    22.2 Premise-Based Pricing
    22.3 Cloud-Based Pricing
    22.4 Cloud-Based Pricing for Incremental WFM Modules
  23. Workforce Management Vendor Satisfaction Analysis
    23.1 Survey Methodology
    23.2 Survey Findings and Analysis
    23.3 Detailed Survey Findings and Analysis
    23.4 Customer Insights
  24. Company Reports
    24.1 ActiveOps Ltd.
    24.2 Aspect Software, Inc.
    24.3 Calabrio
    24.4 Intradiem
    24.5 NICE
    24.6 Teleopti AB
    24.7 Verint Systems
    24.8 WorkFlex Solutions LLC

Appendix: Workforce Management Vendor Directory

Table of Figures

Figure 1: WFM Market Segments
Figure 2: WFM Market Segments Supported, by Vendor
Figure 3: Service Delivery Models, Advantages and Disadvantages
Figure 4: DMG’s Service Delivery Model Definitions
Figure 5: WFM Vendor Service Delivery Options
Figure 6: WFM Building Blocks
Figure 7: High-Level WFM Suite Capabilities
Figure 8: Forecasting
Figure 9: Scheduling
Figure 10: Intraday Management
Figure 11: Shrinkage
Figure 12: Real-Time Adherence
Figure 13: Dashboards and Reporting and Analytical Capabilities
Figure 14: Long-Term Planning and Budgeting
Figure 15: High-Level Technical Summary
Figure 16: Security
Figure 17: Integration Capabilities
Figure 18: Globalization
Figure 19: 2017 WFM Trends
Figure 20: 2017 WFM Challenges
Figure 21: New Product Features, by Vendor
Figure 22: New Product Features, by Category
Figure 23: Future Application Enhancements, by Category
Figure 24: The Uber-ization of WFM
Figure 25: Challenges with WFM Solutions
Figure 26: NewGen WFM Process Flow
Figure 27: NewGen WFM Improves the Staffing Paradigm
Figure 28: Benefits of NewGen WFM
Figure 29: Intraday Management is Essential for NewGen WFM
Figure 30: Real Time Adaptive Scheduling Functional Requirements
Figure 31: Intraday vs. Real-Time Adaptive Scheduling
Figure 32: Benefits of Engaged Agents
Figure 33: Agent Self-Service
Figure 34: Gamification
Figure 35: Time-Off Management
Figure 36: Mobility Features
Figure 37: Omni-Channel Functionality
Figure 38: Multi-Skill Functionality
Figure 39: Back-Office Workforce Optimization Suites
Figure 40: Back Office/Branch
Figure 41: Back-Office/Branch WFM Benefits
Figure 42: Back-Office Return on Investment (ROI)
Figure 43: WFM Market Activity, as of December 31, 2016
Figure 44: Intraday Management Market Activity by Vendor, as of December 31, 2016
Figure 45: Total Number of Intraday Management Customers and Seats, 2014 – 2016 Trends
Figure 46: WFM Market Share by Number of Seats, as of December 31, 2016
Figure 47: WFM Market Share by Number of Seats, as of December 31, 2016
Figure 48: Total Number of WFM Seats, 2016 vs. 2015 Comparison
Figure 49: Total Number of WFM Seats, 2007 – 2016 Trends
Figure 50: WFM Seat Projections, 2017 – 2021
Figure 51: WFM Market Vendor Framework
Figure 52.1: Company Information as of December 31, 2016
Figure 52.2: Company Information as of December 31, 2016
Figure 53: High-Level WFM Suite Components
Figure 54: Packaged Solutions
Figure 55: Small and Mid-Size
Figure 56: Benefits
Figure 57: Contact Center Return on Investment (ROI)
Figure 58: Implementation Analysis
Figure 59: Implementation Analysis
Figure 60: Training, Documentation and Professional Services
Figure 61: Maintenance and Ongoing Support
Figure 62: 2017 Premise-Based Price Ranges By Solution
Figure 63: Pricing: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Premise-Based WFM Solution
Figure 64: Pricing: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Premise-Based WFM Solution
Figure 65: Pricing: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Cloud-Based
Figure 66: Pricing: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Cloud-Based
Figure 67: Customer Survey Rating Categories
Figure 68: Average Satisfaction Ratings, by Category
Figure 69: Current Product Satisfaction Ratings, by Customer
Figure 70: Implementation Satisfaction Ratings, by Customer
Figure 71: Training Satisfaction Ratings, by Customer
Figure 72: Professional Services Satisfaction Ratings, by Customer
Figure 73: Ongoing Service and Support Satisfaction Ratings, by Customer
Figure 74: Product Innovation Satisfaction Ratings, by Customer
Figure 75: Pricing Satisfaction Ratings, by Customer
Figure 76: Responsiveness to Product Enhancement RequestsSatisfaction Ratings, by Customer
Figure 77: Vendor Communication Satisfaction Ratings, by Customer
Figure 78: Overall Vendor Satisfaction Ratings, by Customer
Figure 79: Product Satisfaction Ratings, by Category
Figure 80: Omni-Channel Forecasting Satisfaction Ratings, by Customer
Figure 81: Voice-Only Forecasting Satisfaction Ratings, by Customer
Figure 82: Forecasting AccuracySatisfaction Ratings, by Customer
Figure 83: Multi-skill Scheduling Satisfaction Ratings, by Customer
Figure 84: Scheduling Features and Flexibility Satisfaction Ratings, by Customer
Figure 85: Intraday Management Capabilities Satisfaction Ratings, by Customer
Figure 86: Real-Time Adherence Features Satisfaction Ratings, by Customer
Figure 87: Agent Self-Service Features Satisfaction Ratings, by Customer
Figure 88: Time-Off Management Features and Functionality Satisfaction Ratings, by Customer
Figure 89: Long-Term Planning Capabilities Satisfaction Ratings, by Customer
Figure 90: Budgeting/Cost Management Capabilities Satisfaction Ratings, by Customer
Figure 91: Timekeeping and Payroll Management Features Satisfaction Ratings, by Customer
Figure 92: Back-Office/Branch Functionality Satisfaction Ratings, by Customer
Figure 93: Reporting and Dashboards Satisfaction Ratings, by Customer
Figure 94: Ease of System Configuration/Set-Up/Use Satisfaction Ratings, by Customer
Figure 95: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
Figure 96: Mobility Features Satisfaction Ratings, by Customer
Figure 97: Product Effectiveness Ratings, by Category
Figure 98: Ability to Improve Forecasting Accuracy Satisfaction Ratings, by Customer
Figure 99: Ability to Improve Scheduling Efficiency and Reduce Overstaffing/Understaffing Satisfaction Ratings, by Customer
Figure 100: Ability to Improve Agent Utilization/Occupancy Satisfaction Ratings, by Customer
Figure 101: Ability to Improve Agent Adherence Satisfaction Ratings, by Customer
Figure 102: Ability to Automate the Handling of Intraday Management Satisfaction Ratings, by Customer
Figure 103: Ability to Manage Planned and Unplanned Shrinkage Satisfaction Ratings, by Customer
Figure 104: Ability to Improve Agent Engagement and Scheduling Autonomy Satisfaction Ratings, by Customer
Figure 105: Ability to Support Complex Global Work Rules Satisfaction Ratings, by Customer
Figure 106: Ability to Support Agent Preferences Satisfaction Ratings, by Customer
Figure 107: Ability to Support Variable and Flexible Schedule Options and Multiple Pay Scales Satisfaction Ratings, by Customer
Figure 108: Ability to Improve Supervisor Real-Time Oversight Satisfaction Ratings, by Customer
Figure 109: Ability to Improve Contact Center Performance Satisfaction Ratings, by Customer
Figure 110: Ability to Streamline Processes for Timekeeping, Payroll and Vacation/Time-Off Management Satisfaction Ratings, by Customer
Figure 111: Ability to Project Agent Skill Requirements Satisfaction Ratings, by Customer 362
Figure 112: What Modules are you using from your WFM vendor?
Figure 113: What channels do you use your WFM vendor to support?
Figure 114: What are the top 3 – 5 benefits you have gained from using the WFM solution?
Figure 115: Please tell us the top 3 – 5 strengths of your WFM solution.
Figure 116: Please tell us the top 3 – 5 challenges of your WFM solution.
Figure 117: What product enhancements would you like to see?
Figure 118: Please provide any additional comments about your experience with the vendor and/or product.

+ Key Elements

Key Elements of this Report:

  • Overview of workforce management market segments and vendor-supported activities
  • Service deployment options for WFM solutions
  • Functional and technical building blocks of contact center WFM suites
  • Review of WFM fundamentals: forecasting, scheduling, intraday management, shrinkage, real-time adherence, long-term planning, and dashboards and reporting
  • High-level technical analysis, including security, integration capabilities and globalization features
  • Market and business trends and challenges that are driving enterprise investments and influencing the direction of vendor research and development (R&D)
  • WFM market innovation, including a review of recently introduced functionality and what is planned for the next 12 – 18 months
  • Analysis of the changing business, servicing and management requirements and that are shaping next-gen WFM solutions
  • Discussion of how next-gen WFM and real-time adaptive scheduling will be used to re-imagine and re-engineer intraday management
  • Insightful look at how next-gen WFM can be leveraged to support new staffing paradigms that prioritize employee needs and preferences while at the same time building customer engagement and an improved customer experience
  • Analysis of the developing back-office and branch capabilities of the featured WFM suite providers
  • WFM market activity analysis, adoption rates and 5-year market growth projections
  • Review and assessment of the WFM competitive landscape
  • Overview of the 8 leading and contending WFM vendors, including company snapshots, WFM suites, packaged solutions and small and mid-size business (SMB) offerings
  • WFM benefits and return on investment (ROI) analysis
  • Implementation analysis, including vendor methodology, best practices, maintenance and support, workshops, training and professional services
  • Vendor pricing for 250-seat on-premise and cloud-based WFM implementations, including incremental costs for optional modules
  • Results of a wide-ranging customer satisfaction survey that measures and ranks ratings across 17 product components, 14 effectiveness categories, and 10 vendor categories
  • Detailed company reports for the 8 leading and contending WFM vendors, analyzing their products, functionality and future product development plans
  • Comprehensive WFM Vendor Directory
+ Table of Contents
  1. Executive Summary
  2. Introduction
  3. DMG Consulting Research Methodology
    3.1 Report Participation Criteria
  4. Workforce Management Market Segments
    4.1 WFM Vendor-Supported Market Segments
  5. Vendor Service Delivery Models
    5.1 DMG Service Delivery Definitions
    5.2 Vendor Service Delivery Options
  6. Workforce Management Functional Building Blocks
    6.1 Core, Value-Added, Optional
    6.2 Vendor High-Level WFM Suite Capabilities
  7. WFM Fundamentals
    7.1 Forecasting
    7.2 Scheduling
    7.3 Intraday Management and Automation
    7.4 Shrinkage
    7.5 Real-Time Adherence
    7.6 Dashboards and Reporting
    7.7 Long-Term Planning
  8. High Level Technical Summary
    8.1 Security
    8.2 Integration Capabilities
    8.3 Globalization
  9. Workforce Management Trends and Challenges for 2017
    9.1 WFM Trends for 2017
    9.2 WFM Challenges for 2017
  10. Workforce Management Market Innovation
    10.1 New Product Features
    10.2 Emerging Capabilities
  11. The Future of Contact Center WFM
    11.1 The WFM Challenge
    11.2 NewGen WFM: WFM Reimagined
    11.3 NewGen WFM Improves the Staffing Paradigm
    11.4 Benefits of NewGen WFM
  12. Intraday Management is Key to NewGen WFM
    12.1 Improving Intraday Management
    12.2 Introducing Real-Time Adaptive Scheduling for WFM
    12.3 The Difference between Real-Time Adaptive WFM and Intraday Management
  13. More Than a Productivity Tool
    13.1 WFM Features to Support Agent Engagement
    13.1.1 Agent Self-Service
    13.1.2 Gamification
    13.1.3 Time-Off Management and Work/Life Balance
    13.1.4 Mobility
    13.2 WFM Solutions Build Customer Engagement
    13.2.1 Omni-Channel Capabilities
    13.2.2 Multi-Skill Capabilities
  14. Back-Office Departments Are Essential to the Customer Experience
    14.1 Back-Office WFO Suites to the Rescue
    14.2 Back-Office WFM
    14.3 Vendor Back-Office/Branch Capabilities
    14.4 Benefits of Back-Office/Branch WFM
    14.5 Back-Office/Branch WFM ROI
  15. Workforce Management Market Activity Analysis
    15.1 Validating Market Numbers
    15.2 WFM Market Share Analysis
  16. Workforce Management Market Adoption
  17. Workforce Management Projections
  18. Contact Center Workforce Management Competitive Landscape
    18.1 WFM Vendor Summaries
  19. Workforce Management Vendors and Solutions
    19.1 Company Snapshot
    19.2 Vendor Offerings and Products
    19.3. Packaged Solutions
    19.4. SMB Solutions
  20. Workforce Management Benefits and Return on Investment
    20.1 Contact Center WFM Benefits
    20.2 Contact Center ROI Analysis
  21. Implementation Analysis
    21.1 Implementation Process
    21.2 Implementation Best Practices
    21.3 Training and Services
    21.4 Maintenance and Support
  22. Pricing
    22.1 Premise-Based Price Range, by Solution
    22.2 Premise-Based Pricing
    22.3 Cloud-Based Pricing
    22.4 Cloud-Based Pricing for Incremental WFM Modules
  23. Workforce Management Vendor Satisfaction Analysis
    23.1 Survey Methodology
    23.2 Survey Findings and Analysis
    23.3 Detailed Survey Findings and Analysis
    23.4 Customer Insights
  24. Company Reports
    24.1 ActiveOps Ltd.
    24.2 Aspect Software, Inc.
    24.3 Calabrio
    24.4 Intradiem
    24.5 NICE
    24.6 Teleopti AB
    24.7 Verint Systems
    24.8 WorkFlex Solutions LLC

Appendix: Workforce Management Vendor Directory

Table of Figures

Figure 1: WFM Market Segments
Figure 2: WFM Market Segments Supported, by Vendor
Figure 3: Service Delivery Models, Advantages and Disadvantages
Figure 4: DMG’s Service Delivery Model Definitions
Figure 5: WFM Vendor Service Delivery Options
Figure 6: WFM Building Blocks
Figure 7: High-Level WFM Suite Capabilities
Figure 8: Forecasting
Figure 9: Scheduling
Figure 10: Intraday Management
Figure 11: Shrinkage
Figure 12: Real-Time Adherence
Figure 13: Dashboards and Reporting and Analytical Capabilities
Figure 14: Long-Term Planning and Budgeting
Figure 15: High-Level Technical Summary
Figure 16: Security
Figure 17: Integration Capabilities
Figure 18: Globalization
Figure 19: 2017 WFM Trends
Figure 20: 2017 WFM Challenges
Figure 21: New Product Features, by Vendor
Figure 22: New Product Features, by Category
Figure 23: Future Application Enhancements, by Category
Figure 24: The Uber-ization of WFM
Figure 25: Challenges with WFM Solutions
Figure 26: NewGen WFM Process Flow
Figure 27: NewGen WFM Improves the Staffing Paradigm
Figure 28: Benefits of NewGen WFM
Figure 29: Intraday Management is Essential for NewGen WFM
Figure 30: Real Time Adaptive Scheduling Functional Requirements
Figure 31: Intraday vs. Real-Time Adaptive Scheduling
Figure 32: Benefits of Engaged Agents
Figure 33: Agent Self-Service
Figure 34: Gamification
Figure 35: Time-Off Management
Figure 36: Mobility Features
Figure 37: Omni-Channel Functionality
Figure 38: Multi-Skill Functionality
Figure 39: Back-Office Workforce Optimization Suites
Figure 40: Back Office/Branch
Figure 41: Back-Office/Branch WFM Benefits
Figure 42: Back-Office Return on Investment (ROI)
Figure 43: WFM Market Activity, as of December 31, 2016
Figure 44: Intraday Management Market Activity by Vendor, as of December 31, 2016
Figure 45: Total Number of Intraday Management Customers and Seats, 2014 – 2016 Trends
Figure 46: WFM Market Share by Number of Seats, as of December 31, 2016
Figure 47: WFM Market Share by Number of Seats, as of December 31, 2016
Figure 48: Total Number of WFM Seats, 2016 vs. 2015 Comparison
Figure 49: Total Number of WFM Seats, 2007 – 2016 Trends
Figure 50: WFM Seat Projections, 2017 – 2021
Figure 51: WFM Market Vendor Framework
Figure 52.1: Company Information as of December 31, 2016
Figure 52.2: Company Information as of December 31, 2016
Figure 53: High-Level WFM Suite Components
Figure 54: Packaged Solutions
Figure 55: Small and Mid-Size
Figure 56: Benefits
Figure 57: Contact Center Return on Investment (ROI)
Figure 58: Implementation Analysis
Figure 59: Implementation Analysis
Figure 60: Training, Documentation and Professional Services
Figure 61: Maintenance and Ongoing Support
Figure 62: 2017 Premise-Based Price Ranges By Solution
Figure 63: Pricing: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Premise-Based WFM Solution
Figure 64: Pricing: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Premise-Based WFM Solution
Figure 65: Pricing: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Cloud-Based
Figure 66: Pricing: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Cloud-Based
Figure 67: Customer Survey Rating Categories
Figure 68: Average Satisfaction Ratings, by Category
Figure 69: Current Product Satisfaction Ratings, by Customer
Figure 70: Implementation Satisfaction Ratings, by Customer
Figure 71: Training Satisfaction Ratings, by Customer
Figure 72: Professional Services Satisfaction Ratings, by Customer
Figure 73: Ongoing Service and Support Satisfaction Ratings, by Customer
Figure 74: Product Innovation Satisfaction Ratings, by Customer
Figure 75: Pricing Satisfaction Ratings, by Customer
Figure 76: Responsiveness to Product Enhancement RequestsSatisfaction Ratings, by Customer
Figure 77: Vendor Communication Satisfaction Ratings, by Customer
Figure 78: Overall Vendor Satisfaction Ratings, by Customer
Figure 79: Product Satisfaction Ratings, by Category
Figure 80: Omni-Channel Forecasting Satisfaction Ratings, by Customer
Figure 81: Voice-Only Forecasting Satisfaction Ratings, by Customer
Figure 82: Forecasting AccuracySatisfaction Ratings, by Customer
Figure 83: Multi-skill Scheduling Satisfaction Ratings, by Customer
Figure 84: Scheduling Features and Flexibility Satisfaction Ratings, by Customer
Figure 85: Intraday Management Capabilities Satisfaction Ratings, by Customer
Figure 86: Real-Time Adherence Features Satisfaction Ratings, by Customer
Figure 87: Agent Self-Service Features Satisfaction Ratings, by Customer
Figure 88: Time-Off Management Features and Functionality Satisfaction Ratings, by Customer
Figure 89: Long-Term Planning Capabilities Satisfaction Ratings, by Customer
Figure 90: Budgeting/Cost Management Capabilities Satisfaction Ratings, by Customer
Figure 91: Timekeeping and Payroll Management Features Satisfaction Ratings, by Customer
Figure 92: Back-Office/Branch Functionality Satisfaction Ratings, by Customer
Figure 93: Reporting and Dashboards Satisfaction Ratings, by Customer
Figure 94: Ease of System Configuration/Set-Up/Use Satisfaction Ratings, by Customer
Figure 95: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
Figure 96: Mobility Features Satisfaction Ratings, by Customer
Figure 97: Product Effectiveness Ratings, by Category
Figure 98: Ability to Improve Forecasting Accuracy Satisfaction Ratings, by Customer
Figure 99: Ability to Improve Scheduling Efficiency and Reduce Overstaffing/Understaffing Satisfaction Ratings, by Customer
Figure 100: Ability to Improve Agent Utilization/Occupancy Satisfaction Ratings, by Customer
Figure 101: Ability to Improve Agent Adherence Satisfaction Ratings, by Customer
Figure 102: Ability to Automate the Handling of Intraday Management Satisfaction Ratings, by Customer
Figure 103: Ability to Manage Planned and Unplanned Shrinkage Satisfaction Ratings, by Customer
Figure 104: Ability to Improve Agent Engagement and Scheduling Autonomy Satisfaction Ratings, by Customer
Figure 105: Ability to Support Complex Global Work Rules Satisfaction Ratings, by Customer
Figure 106: Ability to Support Agent Preferences Satisfaction Ratings, by Customer
Figure 107: Ability to Support Variable and Flexible Schedule Options and Multiple Pay Scales Satisfaction Ratings, by Customer
Figure 108: Ability to Improve Supervisor Real-Time Oversight Satisfaction Ratings, by Customer
Figure 109: Ability to Improve Contact Center Performance Satisfaction Ratings, by Customer
Figure 110: Ability to Streamline Processes for Timekeeping, Payroll and Vacation/Time-Off Management Satisfaction Ratings, by Customer
Figure 111: Ability to Project Agent Skill Requirements Satisfaction Ratings, by Customer 362
Figure 112: What Modules are you using from your WFM vendor?
Figure 113: What channels do you use your WFM vendor to support?
Figure 114: What are the top 3 – 5 benefits you have gained from using the WFM solution?
Figure 115: Please tell us the top 3 – 5 strengths of your WFM solution.
Figure 116: Please tell us the top 3 – 5 challenges of your WFM solution.
Figure 117: What product enhancements would you like to see?
Figure 118: Please provide any additional comments about your experience with the vendor and/or product.

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