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2018-2019 Workforce Optimization Product and Market Report

2018-2019 Workforce Optimization Product and Market Report

Contact centers are not going away for the foreseeable future, but they are going to change. Automation and artificial intelligence (AI) will be used to “work smarter, not harder.” As exciting as changes have been for contact centers, the best is yet to be.

A new era of servicing

AI-enabled contact centers are the next phase for service organizations. These are operating environments where AI, machine learning, intelligent virtual agents (IVAs), robotic process automation (RPA), desktop process automation (DPA), knowledge management and more will be instrumental in helping companies improve the service experience. AI-enabled bots and IVAs can deliver rapid and accurate answers to customer inquiries, improving self-service quality and effectiveness. RPA and desktop process automation allow enterprises to automate routine, repetitive tasks; enabling businesses to cut thousands of dollars per day from budgets and re-allocate human resources to more rewarding cognitive tasks.

Predictive analytics is an emerging strategy for improving and personalizing the customer experience. It uses data mining, statistical techniques and machine learning to identify relationships, patterns and trends to anticipate the likelihood of future events and behaviors, as well as their business impact. Speech and text analytics are being enhanced with predictive analytics capabilities to enrich and personalize each customer interaction. In doing so, predictive analytics can be used to understand what customers need and want, and then kick off real-time agent guidance, next-best-action recommendations and optimal marketing offers tailored to customer needs.

Comprehensive Coverage and Insightful Analysis

DMG Consulting LLC’s annual Workforce Optimization Product and Market Report analyzes the workforce optimization (WFO) market and product suites. The Report examines the servicing, business and management trends that are redefining how enterprises and their contact centers view and interact with their customers, prospects and employees. It provides all of the vendor, product, functional, technical, pricing and operational information required for contact center, IT and enterprise leaders to select the right solution and vendor to meet their current and future WFO needs. This Report also compares WFO market activity for first-half 2018 vs. first-half 2017, and provides 5-year market projections for all 12 WFO application components.

The 2018-2019 edition of the Workforce Optimization Product and Market Report covers 8 leading and contending vendors: Aspect, Calabrio, DVSAnalytics, Genesys, NICE, OnviSource, OpenText and Verint. Each year, the list of vendors changes based on participation criteria, customer requests and changing market dynamics.

Report includes:

  • QM/liability recording market segments and vendor-supported activities
  • Functional and technical building blocks of contact center WFO suites
  • Service deployment options for WFO solutions: on-premise, cloud, managed service and hybrid
  • Market and business trends and challenges that are driving enterprise investments and influencing vendor innovation
  • WFO market innovation, including a review of recently introduced functionality and what is planned for the next 12 – 18 months
  • Insightful look at how AI and machine learning are ushering in the contact center of the future
  • Discussion of how AI is being leveraged in WFO suites and self-service solutions to deliver “smart” solutions that are alerting the servicing paradigm
  • Examination of the 13 key WFO suite functional capabilities, plus back-office and knowledge management capabilities, and comparative analysis of the features and functionality in the 8 featured solutions
  • Detailed revenue and market share analyses featuring first-half 2018 vs. first-half 2017 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 2018 – 2022
  • Review of the WFO competitive landscape, and vendor competitive positioning
  • Overview of the 8 leading and contending WFO vendors, including company snapshots, WFO suite overviews and small and mid-size business (SMB)/packaged offerings
  • High-level technical summary, including dashboards, reporting and analytics, security, and compliance functional capabilities
  • Implementation analysis including timeframes, quantifiable benefits and return on investment (ROI)
  • Comprehensive customer satisfaction survey results that measure and rank ratings across 19 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, including incremental costs for WFM, CCPM, EFM, speech, text and desktop analytics, gamification and customer journey analytics
  • 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. Service Delivery Models
    • 4.1 Vendor Service Delivery Options
  5. WFO Market Segments
  6. Workforce Optimization Defined
  7. Workforce Optimization Trends
  8. Workforce Optimization Challenges
  9. Workforce Optimization Market Innovation
    • 9.1 New Product Features
    • 9.2 Emerging Capabilities
  10. Contact Center of the Future
  11. AI: Working Smarter, Not Harder
  12. WFO Suites: Many Components, One Solution
    • 12. Recording
    • 12.2 QM/AQM
    • 12.3 Coaching
    • 12.4 eLearning
    • 12.5 WFM
      • 12.5.1 Market Watch: The Next Chapter for WFM
    • 12.6 Surveying/VoC
    • 12.7 Performance Management
    • 12.8 Knowledge Management
      • 12.8.1 The Similarities and Differences between Knowledge Management, Content Management and Search
      • 12.8.2 Market Watch: Knowledge Management Heats Up
    • 12.9 Speech Analytics
      • 12.9.1 Market Watch: What’s New and What’s Next for Speech Analytics
    • 12.10 Text Analytics
    • 12.11 Desktop Analytics
    • 12.12 Predictive Analytics
    • 12.13 Customer Journey Analytics
    • 12.14 Gamification
    • 12.15 Robotic Process Automation
      • 12.15.1 Market Watch: The Bot Story
    • 12.16 Back-Office WFO
  13. WFO Suites for Small/Mid-Size Businesses
  14. WFO Market Activity Analysis
    • 14.1 Financial Information Sources
    • 14.2 Debates about Methodology
    • 14.3 Methodology
    • 14.4 Total GAAP Revenue and Market Share, First- Half 2018 vs. First-Half 2017 (all QM/recording related vendors)
    • 14.5 Total Contact Center WFO Revenue and Market Share, First-Half 2018 vs. First-Half 2017
    • 14.6 Total Voice Recording Revenue and Market Share, First-Half 2018 vs. First-Half 2017 Comparison
    • 14.7 QM/QA Application Revenue and Market Share, First-Half 2018 vs. First-Half 2017 Comparison
  15. WFO Market Projections for 2018 through 2022
  16. WFO Competitive Landscape
    • 16.1 Current WFO Landscape
  17. WFO Vendors and Solutions
    • 17.1 Company Snapshot
    • 17.2 WFO Vendor Suite Overview
    • 17.3 High Level Technical Summary
    • 17.4 Dashboards, Reporting and Analytics
    • 17.5 Security
    • 17.6 Compliance
      • 17.6.1 General Data Protection Regulation
  18. WFO Implementation Times Frames, Benefits and ROI
  19. WFO Customer Satisfaction Survey
    • 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: WFO Functional Components
      • 19.2.1 Satisfaction with WFO Functional Components
    • 19.3 Summary of Survey Findings and Analysis: Product Attributes
      • 19.3.1 Satisfaction with WFO Functional Components
    • 19.4 Customer Background and Insights
      • 19.4.1 Customer Background
      • 19.4.2 Top Pain Points to Address 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 Pricing
    • 20.2 Cloud-Based Pricing
  21. Company Reports
    • 21.1 Aspect Software, Inc.
    • 21.2 Calabrio
    • 21.3 DVSAnalytics
    • 21.4 Genesys
    • 21.5 NICE
    • 21.6 OnviSource
    • 21.7 OpenText Corporation
    • 21.8 Verint Systems

Appendix: WFO Vendor Directory

Table of Figures

  • Figure 1: DMG’s Service Delivery Model Definitions
  • Figure 2: WFO Vendor Service Delivery Options
  • Figure 3: WFO Market Segments
  • Figure 4: Supported Market Segments, by Vendor
  • Figure 5: Contact Center Workforce Optimization Suite
  • Figure 6: 2018 WFO Trends
  • Figure 7: 2018 WFO Challenges
  • Figure 8: New Product Features, by Vendor
  • Figure 9: Future Enhancements, by Category
  • Figure 10: Adaptive and Proactive Service
  • Figure 11: Ten-Year Projections/Assumptions
  • Figure 12: Application and Benefits of IVA, RPA and Voice Biometrics
  • Figure 13.1: Artificial Intelligence (AI) and Machine Learning
  • Figure 13.2: Artificial Intelligence (AI) and Machine Learning
  • Figure 14.1: Recording
  • Figure 14.2: Recording
  • Figure 15.1: QM/AQM
  • Figure 15.2: QM/AQM
  • Figure 16.1: Coaching
  • Figure 16.2: Coaching
  • Figure 17.1: eLearning
  • Figure 17.2: eLearning
  • Figure 18: WFM Building Blocks
  • Figure 19.1: WFM
  • Figure 19.2: WFM
  • Figure 20.1: Surveying/VoC
  • Figure 20.2: Surveying/VoC
  • Figure 21.1: Performance Management
  • Figure 21.2: Performance Management
  • Figure 22: Functional Comparison of KM, Contact Management and Search
  • Figure 23.1: Knowledge Management
  • Figure 23.2: Knowledge Management
  • Figure 24: What is Speech Analytics?
  • Figure 25: Post-Call vs. Real-Time Speech Analytics Use Cases
  • Figure 26.1: Speech Analytics
  • Figure 26.2: Speech Analytics
  • Figure 27: Text Analytics
  • Figure 28.1: Text Analytics
  • Figure 28.2: Text Analytics
  • Figure 29: High-Level Comparison of RPA and Desktop Analytics
  • Figure 30.1: Desktop Analytics
  • Figure 30.2: Desktop Analytics
  • Figure 31.1: Predictive Analytics
  • Figure 31.2: Predictive Analytics
  • Figure 32: CJA Defined
  • Figure 33.1: Customer Journey Analytics
  • Figure 33.2: Customer Journey Analytics
  • Figure 34.1: Gamification
  • Figure 34.2: Gamification
  • Figure 35: Attended and Unattended RPA/Bots
  • Figure 36.1: RPA
  • Figure 36.2: RPA
  • Figure 37.1: Back-Office WFO
  • Figure 37.2: Back-Office WFO
  • Figure 38: The Uses and Benefits of Quality Management
  • Figure 39: Common Uses for Desktop Analytics
  • Figure 40: WFM is a Key Employee Engagement Tool
  • Figure 41: SMB/Packaged Solutions
  • Figure 42: Total Company GAAP Revenue and Market Share, First-Half 2018 vs. First-Half 2017 Comparison
  • Figure 43: Contact Center WFO Revenue and Market Share, First-Half 2018 vs. First-Half 2017 Comparison
  • Figure 44: Total Voice Recording, First-Half 2018 vs. First-Half 2017 Comparison
  • Figure 45: QM/QA Applications Revenue and Market Share, First-Half 2018 vs. First-Half 2017 Comparison
  • Figure 46: WFO Application Projections, 2018 – 2022
  • Figure 47: 2019 Contact Center WFO Suite Competitive Positioning
  • Figure 48.1: Company Information
  • Figure 48.2: Company Information
  • Figure 49: Product Information
  • Figure 50.1: High-Level Functional Summary
  • Figure 50.2: High-Level Functional Summary
  • Figure 51.1: Dashboards, Reporting and Analytics
  • Figure 51.2: Dashboards, Reporting and Analytics
  • Figure 52.1: Security
  • Figure 52.2: Security
  • Figure 53.1: Compliance
  • Figure 53.2: Compliance
  • Figure 54.1: GDPR Compliance
  • Figure 54.2: GDPR Compliance
  • Figure 55: Implementation and ROI Time Frames
  • Figure 56: Customer Survey Rating Categories
  • Figure 57: Average Satisfaction Ratings, by Category
  • Figure 58: Overall WFO Product Suite Satisfaction Ratings, by Customer
  • Figure 59: Implementation Satisfaction Ratings, by Customer
  • Figure 60: Training Satisfaction Ratings, by Customer
  • Figure 61: Professional Services Satisfaction Ratings, by Customer
  • Figure 62: Ongoing Service and Support Satisfaction Ratings, by Customer
  • Figure 63: Planned Product Innovation Satisfaction Ratings, by Customer
  • Figure 64: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
  • Figure 65: Vendor Communication Satisfaction Ratings, by Customer
  • Figure 66: Pricing Satisfaction Ratings, by Customer
  • Figure 67: Overall Vendor Satisfaction Ratings, by Customer
  • Figure 68: WFO Functional Components Satisfaction Ratings by Category
  • Figure 69: Voice Recording Satisfaction Ratings, by Customer
  • Figure 70: Digital Channel Recording (screen) Satisfaction Ratings, by Customer
  • Figure 71: Quality Management Satisfaction Ratings, by Customer
  • Figure 72: Coaching Satisfaction Ratings, by Customer
  • Figure 73: eLearning Satisfaction Ratings, by Customer
  • Figure 74: WFM Satisfaction Ratings, by Customer
  • Figure 75: Surveying/VoC Satisfaction Ratings, by Customer
  • Figure 76: Performance Management Satisfaction Ratings, by Customer
  • Figure 77: Knowledge Management Satisfaction Ratings, by Customer
  • Figure 78: Speech Analytics Satisfaction Ratings, by Customer
  • Figure 79: Voice Biometrics Satisfaction Ratings, by Customer
  • Figure 80: Text Analytics Satisfaction Ratings, by Customer
  • Figure 81: Desktop Analytics Satisfaction Ratings, by Customer
  • Figure 82: Predictive Analytics Satisfaction Ratings, by Customer
  • Figure 83: Customer Journey Analytics Satisfaction Ratings, by Customer
  • Figure 84: Gamification Satisfaction Ratings, by Customer
  • Figure 85: IVA Satisfaction Ratings, by Customer
  • Figure 86: RPA Satisfaction Ratings, by Customer
  • Figure 87: Back-Office WFO Satisfaction Ratings, by Customer
  • Figure 88: WFO Functional Components Satisfaction Ratings by Category
  • Figure 89: Omni-Channel Capabilities Satisfaction Ratings, by Customer
  • Figure 90: Regulatory and Compliance Management Features Satisfaction Ratings, by Customer
  • Figure 91: Supervisor Interface and User Experience Satisfaction Ratings, by Customer
  • Figure 92: Agent Features Satisfaction Ratings, by Customer
  • Figure 93: Ability to Leverage Results from Each Module Across the Suite Satisfaction Ratings, by Customer
  • Figure 94: AI/Machine Learning Capabilities Satisfaction Ratings, by Customer
  • Figure 95: Ability to Provide Relevant and Actionable Data in Reports and Dashboards Satisfaction Ratings, by Customer
  • Figure 96: System Security Satisfaction Ratings, by Customer
  • Figure 97: Ease of Configuration/Use/Maintenance Satisfaction Ratings, by Customer
  • Figure 98: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
  • Figure 99: Which of your vendor’s WFO modules are you using?
  • Figure 100: What channels do you use your WFO solution to support?
  • Figure 101: What are the top 3 – 5 “pain points” that your WFO solution helps you to address?
  • Figure 102: Please tell us the top 3 – 5 strengths of your WFO solution.
  • Figure 103: Please list the product enhancements you would like to see.
  • Figure 104: Additional comments about your experience with the vendor and/or product
  • Figure 105: Pricing: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Premise-Based
  • Figure 106: Enterprise Pricing for a Single-Site, 250-Seat Contact Center, Cloud-Based
+ Report Includes

Report includes:

  • QM/liability recording market segments and vendor-supported activities
  • Functional and technical building blocks of contact center WFO suites
  • Service deployment options for WFO solutions: on-premise, cloud, managed service and hybrid
  • Market and business trends and challenges that are driving enterprise investments and influencing vendor innovation
  • WFO market innovation, including a review of recently introduced functionality and what is planned for the next 12 – 18 months
  • Insightful look at how AI and machine learning are ushering in the contact center of the future
  • Discussion of how AI is being leveraged in WFO suites and self-service solutions to deliver “smart” solutions that are alerting the servicing paradigm
  • Examination of the 13 key WFO suite functional capabilities, plus back-office and knowledge management capabilities, and comparative analysis of the features and functionality in the 8 featured solutions
  • Detailed revenue and market share analyses featuring first-half 2018 vs. first-half 2017 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 2018 – 2022
  • Review of the WFO competitive landscape, and vendor competitive positioning
  • Overview of the 8 leading and contending WFO vendors, including company snapshots, WFO suite overviews and small and mid-size business (SMB)/packaged offerings
  • High-level technical summary, including dashboards, reporting and analytics, security, and compliance functional capabilities
  • Implementation analysis including timeframes, quantifiable benefits and return on investment (ROI)
  • Comprehensive customer satisfaction survey results that measure and rank ratings across 19 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, including incremental costs for WFM, CCPM, EFM, speech, text and desktop analytics, gamification and customer journey analytics
  • 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. Service Delivery Models
    • 4.1 Vendor Service Delivery Options
  5. WFO Market Segments
  6. Workforce Optimization Defined
  7. Workforce Optimization Trends
  8. Workforce Optimization Challenges
  9. Workforce Optimization Market Innovation
    • 9.1 New Product Features
    • 9.2 Emerging Capabilities
  10. Contact Center of the Future
  11. AI: Working Smarter, Not Harder
  12. WFO Suites: Many Components, One Solution
    • 12. Recording
    • 12.2 QM/AQM
    • 12.3 Coaching
    • 12.4 eLearning
    • 12.5 WFM
      • 12.5.1 Market Watch: The Next Chapter for WFM
    • 12.6 Surveying/VoC
    • 12.7 Performance Management
    • 12.8 Knowledge Management
      • 12.8.1 The Similarities and Differences between Knowledge Management, Content Management and Search
      • 12.8.2 Market Watch: Knowledge Management Heats Up
    • 12.9 Speech Analytics
      • 12.9.1 Market Watch: What’s New and What’s Next for Speech Analytics
    • 12.10 Text Analytics
    • 12.11 Desktop Analytics
    • 12.12 Predictive Analytics
    • 12.13 Customer Journey Analytics
    • 12.14 Gamification
    • 12.15 Robotic Process Automation
      • 12.15.1 Market Watch: The Bot Story
    • 12.16 Back-Office WFO
  13. WFO Suites for Small/Mid-Size Businesses
  14. WFO Market Activity Analysis
    • 14.1 Financial Information Sources
    • 14.2 Debates about Methodology
    • 14.3 Methodology
    • 14.4 Total GAAP Revenue and Market Share, First- Half 2018 vs. First-Half 2017 (all QM/recording related vendors)
    • 14.5 Total Contact Center WFO Revenue and Market Share, First-Half 2018 vs. First-Half 2017
    • 14.6 Total Voice Recording Revenue and Market Share, First-Half 2018 vs. First-Half 2017 Comparison
    • 14.7 QM/QA Application Revenue and Market Share, First-Half 2018 vs. First-Half 2017 Comparison
  15. WFO Market Projections for 2018 through 2022
  16. WFO Competitive Landscape
    • 16.1 Current WFO Landscape
  17. WFO Vendors and Solutions
    • 17.1 Company Snapshot
    • 17.2 WFO Vendor Suite Overview
    • 17.3 High Level Technical Summary
    • 17.4 Dashboards, Reporting and Analytics
    • 17.5 Security
    • 17.6 Compliance
      • 17.6.1 General Data Protection Regulation
  18. WFO Implementation Times Frames, Benefits and ROI
  19. WFO Customer Satisfaction Survey
    • 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: WFO Functional Components
      • 19.2.1 Satisfaction with WFO Functional Components
    • 19.3 Summary of Survey Findings and Analysis: Product Attributes
      • 19.3.1 Satisfaction with WFO Functional Components
    • 19.4 Customer Background and Insights
      • 19.4.1 Customer Background
      • 19.4.2 Top Pain Points to Address 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 Pricing
    • 20.2 Cloud-Based Pricing
  21. Company Reports
    • 21.1 Aspect Software, Inc.
    • 21.2 Calabrio
    • 21.3 DVSAnalytics
    • 21.4 Genesys
    • 21.5 NICE
    • 21.6 OnviSource
    • 21.7 OpenText Corporation
    • 21.8 Verint Systems

Appendix: WFO Vendor Directory

Table of Figures

  • Figure 1: DMG’s Service Delivery Model Definitions
  • Figure 2: WFO Vendor Service Delivery Options
  • Figure 3: WFO Market Segments
  • Figure 4: Supported Market Segments, by Vendor
  • Figure 5: Contact Center Workforce Optimization Suite
  • Figure 6: 2018 WFO Trends
  • Figure 7: 2018 WFO Challenges
  • Figure 8: New Product Features, by Vendor
  • Figure 9: Future Enhancements, by Category
  • Figure 10: Adaptive and Proactive Service
  • Figure 11: Ten-Year Projections/Assumptions
  • Figure 12: Application and Benefits of IVA, RPA and Voice Biometrics
  • Figure 13.1: Artificial Intelligence (AI) and Machine Learning
  • Figure 13.2: Artificial Intelligence (AI) and Machine Learning
  • Figure 14.1: Recording
  • Figure 14.2: Recording
  • Figure 15.1: QM/AQM
  • Figure 15.2: QM/AQM
  • Figure 16.1: Coaching
  • Figure 16.2: Coaching
  • Figure 17.1: eLearning
  • Figure 17.2: eLearning
  • Figure 18: WFM Building Blocks
  • Figure 19.1: WFM
  • Figure 19.2: WFM
  • Figure 20.1: Surveying/VoC
  • Figure 20.2: Surveying/VoC
  • Figure 21.1: Performance Management
  • Figure 21.2: Performance Management
  • Figure 22: Functional Comparison of KM, Contact Management and Search
  • Figure 23.1: Knowledge Management
  • Figure 23.2: Knowledge Management
  • Figure 24: What is Speech Analytics?
  • Figure 25: Post-Call vs. Real-Time Speech Analytics Use Cases
  • Figure 26.1: Speech Analytics
  • Figure 26.2: Speech Analytics
  • Figure 27: Text Analytics
  • Figure 28.1: Text Analytics
  • Figure 28.2: Text Analytics
  • Figure 29: High-Level Comparison of RPA and Desktop Analytics
  • Figure 30.1: Desktop Analytics
  • Figure 30.2: Desktop Analytics
  • Figure 31.1: Predictive Analytics
  • Figure 31.2: Predictive Analytics
  • Figure 32: CJA Defined
  • Figure 33.1: Customer Journey Analytics
  • Figure 33.2: Customer Journey Analytics
  • Figure 34.1: Gamification
  • Figure 34.2: Gamification
  • Figure 35: Attended and Unattended RPA/Bots
  • Figure 36.1: RPA
  • Figure 36.2: RPA
  • Figure 37.1: Back-Office WFO
  • Figure 37.2: Back-Office WFO
  • Figure 38: The Uses and Benefits of Quality Management
  • Figure 39: Common Uses for Desktop Analytics
  • Figure 40: WFM is a Key Employee Engagement Tool
  • Figure 41: SMB/Packaged Solutions
  • Figure 42: Total Company GAAP Revenue and Market Share, First-Half 2018 vs. First-Half 2017 Comparison
  • Figure 43: Contact Center WFO Revenue and Market Share, First-Half 2018 vs. First-Half 2017 Comparison
  • Figure 44: Total Voice Recording, First-Half 2018 vs. First-Half 2017 Comparison
  • Figure 45: QM/QA Applications Revenue and Market Share, First-Half 2018 vs. First-Half 2017 Comparison
  • Figure 46: WFO Application Projections, 2018 – 2022
  • Figure 47: 2019 Contact Center WFO Suite Competitive Positioning
  • Figure 48.1: Company Information
  • Figure 48.2: Company Information
  • Figure 49: Product Information
  • Figure 50.1: High-Level Functional Summary
  • Figure 50.2: High-Level Functional Summary
  • Figure 51.1: Dashboards, Reporting and Analytics
  • Figure 51.2: Dashboards, Reporting and Analytics
  • Figure 52.1: Security
  • Figure 52.2: Security
  • Figure 53.1: Compliance
  • Figure 53.2: Compliance
  • Figure 54.1: GDPR Compliance
  • Figure 54.2: GDPR Compliance
  • Figure 55: Implementation and ROI Time Frames
  • Figure 56: Customer Survey Rating Categories
  • Figure 57: Average Satisfaction Ratings, by Category
  • Figure 58: Overall WFO Product Suite Satisfaction Ratings, by Customer
  • Figure 59: Implementation Satisfaction Ratings, by Customer
  • Figure 60: Training Satisfaction Ratings, by Customer
  • Figure 61: Professional Services Satisfaction Ratings, by Customer
  • Figure 62: Ongoing Service and Support Satisfaction Ratings, by Customer
  • Figure 63: Planned Product Innovation Satisfaction Ratings, by Customer
  • Figure 64: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
  • Figure 65: Vendor Communication Satisfaction Ratings, by Customer
  • Figure 66: Pricing Satisfaction Ratings, by Customer
  • Figure 67: Overall Vendor Satisfaction Ratings, by Customer
  • Figure 68: WFO Functional Components Satisfaction Ratings by Category
  • Figure 69: Voice Recording Satisfaction Ratings, by Customer
  • Figure 70: Digital Channel Recording (screen) Satisfaction Ratings, by Customer
  • Figure 71: Quality Management Satisfaction Ratings, by Customer
  • Figure 72: Coaching Satisfaction Ratings, by Customer
  • Figure 73: eLearning Satisfaction Ratings, by Customer
  • Figure 74: WFM Satisfaction Ratings, by Customer
  • Figure 75: Surveying/VoC Satisfaction Ratings, by Customer
  • Figure 76: Performance Management Satisfaction Ratings, by Customer
  • Figure 77: Knowledge Management Satisfaction Ratings, by Customer
  • Figure 78: Speech Analytics Satisfaction Ratings, by Customer
  • Figure 79: Voice Biometrics Satisfaction Ratings, by Customer
  • Figure 80: Text Analytics Satisfaction Ratings, by Customer
  • Figure 81: Desktop Analytics Satisfaction Ratings, by Customer
  • Figure 82: Predictive Analytics Satisfaction Ratings, by Customer
  • Figure 83: Customer Journey Analytics Satisfaction Ratings, by Customer
  • Figure 84: Gamification Satisfaction Ratings, by Customer
  • Figure 85: IVA Satisfaction Ratings, by Customer
  • Figure 86: RPA Satisfaction Ratings, by Customer
  • Figure 87: Back-Office WFO Satisfaction Ratings, by Customer
  • Figure 88: WFO Functional Components Satisfaction Ratings by Category
  • Figure 89: Omni-Channel Capabilities Satisfaction Ratings, by Customer
  • Figure 90: Regulatory and Compliance Management Features Satisfaction Ratings, by Customer
  • Figure 91: Supervisor Interface and User Experience Satisfaction Ratings, by Customer
  • Figure 92: Agent Features Satisfaction Ratings, by Customer
  • Figure 93: Ability to Leverage Results from Each Module Across the Suite Satisfaction Ratings, by Customer
  • Figure 94: AI/Machine Learning Capabilities Satisfaction Ratings, by Customer
  • Figure 95: Ability to Provide Relevant and Actionable Data in Reports and Dashboards Satisfaction Ratings, by Customer
  • Figure 96: System Security Satisfaction Ratings, by Customer
  • Figure 97: Ease of Configuration/Use/Maintenance Satisfaction Ratings, by Customer
  • Figure 98: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
  • Figure 99: Which of your vendor’s WFO modules are you using?
  • Figure 100: What channels do you use your WFO solution to support?
  • Figure 101: What are the top 3 – 5 “pain points” that your WFO solution helps you to address?
  • Figure 102: Please tell us the top 3 – 5 strengths of your WFO solution.
  • Figure 103: Please list the product enhancements you would like to see.
  • Figure 104: Additional comments about your experience with the vendor and/or product
  • Figure 105: Pricing: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Premise-Based
  • Figure 106: Enterprise Pricing for a Single-Site, 250-Seat Contact Center, Cloud-Based
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