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2019-2020 Workforce Optimization Product and Market Report

2019-2020 Workforce Optimization Product and Market Report

Demand for traditional workforce optimization (WFO) functionality is still strong, and interest in the new generation of solutions, such as analytics-enabled QM (AQM), bolstered by smarter and faster technology, is growing at unprecedented rates. Investments in automation and AI-enabled analytics are expected to continue at a brisk rate for at least the next 5 years.

WFO suites have been transformed into analytics suites 

Contact center WFO suites have been steadily enhanced and expanded over the past decade. The introduction of automation and artificial intelligence (AI) into these suites has enabled the vendors to offer new benefits, including greater insights into agent performance as well as a customer-centric view of service, focused on their needs and wants. Improving the customer journey is at the heart of the new generation of contact center WFO suites and an area of great investment. 

Companies are investing in building omni-channel servicing environments, and customers are interacting with companies in a wide variety of channels, both self-service and human-assisted. It’s critical for enterprises to find out which methods are working and where there are challenges to a frictionless customer experience. This is driving investments in omni-channel analytics, including interaction analytics and other solutions that can capture and measure the complete customer journey. Customer journey analytics (CJA) will become an essential tool for capturing and analyzing all aspects of the customer journey, from the first touch through the entire customer lifecycle.

Comprehensive Coverage and Insightful Analysis

DMG Consulting LLC’s annual Workforce Optimization Product and Market Report analyzes the WFO market and product suites. The Report examines the servicing, business and management mega trends that are driving transformational changes in the contact center, the workforce and the technology that supports them. 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 2019 vs. first-half 2018 and provides 5-year market projections for all 12 WFO application components. The 2019 – 2020 edition of the Workforce Optimization Product and Market Report covers 7 leading and contending vendors: Aspect, Calabrio, NICE, OnviSource, Verint and ZOOM International. Authority Software is also covered, at a high level.

Report includes:

  • Analysis of WFO recording market segments and vendor-supported activities
  • Overview of the functional components of a WFO solution, including core and optional modules offered in the 6 featured WFO suites 
  • Market and business trends and challenges that are driving enterprise investments and influencing product development
  • WFO market innovation, including a review of recently introduced functionality and what is planned for the next 12 – 18 months 
  • Insightful discussion of the mega trends – digital transformation, AI enablement, automation and the hybrid workforce – that are driving transformational changes in the contact center, the workforce and the technology that supports them 
  • Examination of how AI-enabled WFO is required to support the interaction centers of the future and a comparative analysis of 14 key WFO suite functional capabilities in the 6 featured solutions 
  • Detailed revenue and market share analyses featuring first-half 2019 vs. first-half 2018 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 QM
  • 5-year WFO market projections for 2019 – 2023 
  • Review of the WFO competitive landscape, and vendor competitive positioning 
  • Overview of the 6 leading and contending WFO vendors, including company snapshots, high-level WFO suite functional overview, and reporting, security and compliance capabilities  
  • Implementation analysis, including time frames, return on investment (ROI) and quantifiable benefits
  • Comprehensive customer satisfaction survey results that measure and rank ratings across 18 WFO components, 11 product capabilities and 10 vendor categories 
  • Detailed pricing analysis for a 250-seat on-premise and cloud-based quality management (QM)/recording/coaching implementation, including incremental costs for workforce management (WFM), contact center performance management (CCPM), surveying/voice of the customer (VoC), interaction analytics (IA), desktop analytics (DA), gamification and CJA 
  • Detailed company reports for the 7 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
    1. 3.1 Report Participation Criteria
  4. WFO Market Segments 8
  5. Workforce Optimization Defined
    1. 5.1 WFO Vendor Suite Overview
  6. WFO Trends and Challenges
    1. 6.1 WFO 2020 Trends
    2. 6.2 WFO 2020 Challenges
  7. WFO Market Innovation
    1. 7.1 New Features
    2. 7.2 Emerging Capabilities
  8. Contact Centers: The Next 10 Years
    1. 8.1 Digital Transformation
    2. 8.2 Automation and AI Enablement
    3. 8.3 Hybrid Workforce
    4. 8.4 KPIs that Measure What’s Important
  9. WFO Suites in 2020
    1. 9.1 Recording
    2. 9.2 Quality Management/Analytics-Enabled Quality Management
    3. 9.3 WFM
    4. 9.4 Interaction Analytics
    5. 9.5 Surveying/Voice-of-the-Customer
    6. 9.6 Contact Center Performance Management
    7. 9.7 Gamification
    8. 9.8 Knowledge Management
    9. 9.9 Customer Journey Analytics
    10. 9.10 Desktop Analytics
    11. 9.11 Robotic Process Automation
    12. 9.12 Predictive Analytics
    13. 9.13 Coaching
    14. 9.14 Back-Office/Branch WFO
  10. WFO Market Activity Analysis
    1. 10.1 Financial Information Sources
    2. 10.2 Debates about Methodology
    3. 10.3 DMG’s Methodology
    4. 10.4 Total GAAP Revenue and Market Share, First- Half 2019 vs. First-Half 2018 (all WFO-related vendors)
    5. 10.5 Total Contact Center WFO Revenue and Market Share, First-Half 2019 vs. First-Half 2018
    6. 10.6 Total Voice Recording Revenue and Market Share, First-Half 2019 vs. First-Half 2018 Comparison
    7. 10.7 QM Application Revenue and Market Share, First-Half 2019 vs. First-Half 2018 Comparison
  11. Market Projections for 2019 through 2023
  12. WFO Competitive Landscape
    1. 12.1 WFO Suite Competitive Positioning
    2. 12.2 Company Snapshot
  13. WFO Funtional Analysis
    1. 13.1 High-Level Functional Summary
    2. 13.2 Dashboards, Reporting and Business Intelligence
    3. 13.3 Security
    4. 13.4 Compliance Management
  14. Vendor Implementation Analysis
  15. WFO Vendor Satisfaction Analysis
    1. 15.1 Summary of Survey Findings and Analysis: Vendor Categories
      1. 15.1.1 Vendor Satisfaction by Sub-Category and Customer
    2. 15.2 Summary of Survey Findings and Analysis: WFO Components
      1. 15.2.1 WFO Components Satisfaction by Sub-Category and Customer
    3. 15.3 Summary of Survey Findings and Analysis: Product Capabilities
      1. 15.3.1 Product Capabilities Satisfaction by Sub-Category and Customer
    4. 15.4 Customer Background and Insights
      1. 15.4.1 Channels Supported
      2. 15.4.2 Digital Transformation
      3. 15.4.3 Strengths of WFO Solutions
      4. 15.4.4 Product Enhancements
      5. 15.4.5 Additional Comments
  16. Pricing
    1. 16.1 Premise-Based Pricing
    2. 16.2 Pricing for a 250-Seat Cloud-Based WFO Solution
  17. Company Reports
    1. 17.1 Aspect Software, Inc.
    2. 17.2 Authority Software
    3. 17.3 Calabrio
    4. 17.4 NICE
    5. 17.5 OnviSource
    6. 17.6 Verint Systems
    7. 17.7 ZOOM International

Appendix: WFO Vendor Directory

Table of Figures

  • Figure 1: WFO Market Segments
  • Figure 2: Supported Market Segments, by Vendor
  • Figure 3: Contact Center Workforce Optimization Suite
  • Figure 4: WFO Functional Components Summary
  • Figure 5: WFO 2020 Trends
  • Figure 6: WFO 2020 Challenges
  • Figure 7: New Product Features, by Vendor
  • Figure 8: Future Enhancements, by Category
  • Figure 9: Digital Transformation
  • Figure 10: Automation and AI-Enablement
  • Figure 11: Characteristics of Contact Centers in 10 – 15 Years
  • Figure 12: Top Uses of AI Technology
  • Figure 13: Recording, Retrieval and Playback
  • Figure 14: How AQM Works
  • Figure 15: QM/AQM
  • Figure 16: Enterprise WFM Suite Components
  • Figure 17: WFM
  • Figure 18: How Interaction Analytics Works
  • Figure 19: Interaction Analytics
  • Figure 20: Surveying/VoC
  • Figure 21: Contact Center Performance Management/Business Intelligence Portal
  • Figure 22: CCPM
  • Figure 23: Gamification
  • Figure 24: Knowledge Management
  • Figure 25: CJA Defined
  • Figure 26: Customer Journey Analytics
  • Figure 27: Desktop Analytics Defined
  • Figure 28: Desktop Analytics
  • Figure 29: RPA Building Blocks
  • Figure 30: Attended vs. Unattended Automation
  • Figure 31: Attended and Unattended RPA
  • Figure 32: Predictive Analytics
  • Figure 33: Coaching
  • Figure 34: Back-Office WFO
  • Figure 35: Total Company GAAP Revenue and Market Share, First-Half 2019 vs. First-Half 2018 Comparison
  • Figure 36: Contact Center WFO Revenue and Market Share, First-Half 2019 vs. First-Half 2018 Comparison
  • Figure 37: Total Voice Recording, First-Half 2019 vs. First-Half 2018 Comparison
  • Figure 38: QM Applications Revenue and Market Share, First-Half 2019 vs. First-Half 2018 Comparison
  • Figure 39: WFO Application Revenue Projections, 2019 – 2023
  • Figure 40: 2020 Contact Center WFO Suite Competitive Positioning
  • Figure 41: Company Information
  • Figure 42: High-Level Functional Summary
  • Figure 43: Dashboards, Reporting and Business Intelligence
  • Figure 44: Security
  • Figure 45: Compliance Management
  • Figure 46: Implementation Analysis
  • Figure 47: Customer Survey Rating Categories
  • Figure 48: Average Vendor Satisfaction Ratings, by Category
  • Figure 49: Overall WFO Product Suite Satisfaction Ratings, by Customer
  • Figure 50: Implementation Satisfaction Ratings, by Customer
  • Figure 51: Training Satisfaction Ratings, by Customer
  • Figure 52: Professional Services Satisfaction Ratings, by Customer
  • Figure 53: Ongoing Service and Support Satisfaction Ratings, by Customer
  • Figure 54: Planned Product Innovations Satisfaction Ratings, by Customer
  • Figure 55: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
  • Figure 56: Vendor Communication Satisfaction Ratings, by Customer
  • Figure 57: Pricing Satisfaction Ratings, by Customer
  • Figure 58: Overall Vendor Satisfaction Ratings, by Customer
  • Figure 59: Average WFO Components Satisfaction Ratings, by Category
  • Figure 60: Voice Recording Satisfaction Ratings, by Customer
  • Figure 61: Digital Channel Recording (Screen) Satisfaction Ratings, by Customer
  • Figure 62: Quality Management Satisfaction Ratings, by Customer
  • Figure 63: Coaching Satisfaction Ratings, by Customer
  • Figure 64: eLearning Satisfaction Ratings, by Customer
  • Figure 65: Workforce Management Satisfaction Ratings, by Customer
  • Figure 66: Surveying/VoC Satisfaction Ratings, by Customer
  • Figure 67: Performance Management Satisfaction Ratings, by Customer
  • Figure 68: Knowledge Management Satisfaction Ratings, by Customer
  • Figure 69: Interaction (Speech and Text) Analytics Satisfaction Ratings, by Customer
  • Figure 70: Voice Biometrics Satisfaction Ratings, by Customer
  • Figure 71: Desktop Analytics Satisfaction Ratings, by Customer
  • Figure 72: Predictive Analytics Satisfaction Ratings, by Customer
  • Figure 73: Customer Journey Analytics Satisfaction Ratings, by Customer
  • Figure 74: Gamification Satisfaction Ratings, by Customer
  • Figure 75: Intelligent Virtual Agent Satisfaction Ratings, by Customer
  • Figure 76: Robotic Process Automation Satisfaction Ratings, by Customer
  • Figure 77: Back-Office WFO Satisfaction Ratings, by Customer
  • Figure 78: Average Product Capabilities Satisfaction Ratings, by Category
  • Figure 79: Omni-Channel Capabilities Satisfaction Ratings, by Customer
  • Figure 80: Regulatory and Compliance Features Satisfaction Ratings, by Customer
  • Figure 81: Supervisor Interface and User Experience Satisfaction Ratings, by Customer
  • Figure 82: Agent Features Satisfaction Ratings, by Customer
  • Figure 83: Ability to Leverage Results from Each Module Across the Suite Satisfaction Ratings, by Customer
  • Figure 84: Ability to Provide Business Intelligence Satisfaction Ratings, by Customer
  • Figure 85: System Security Satisfaction Ratings, by Customer
  • Figure 86: Ease of Configuration/Use/Maintenance Satisfaction Ratings, by Customer
  • Figure 87: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
  • Figure 89: Artificial Intelligence Enablement Satisfaction Ratings, by Customer
  • Figure 90: What channels do you use your WFO solution to support?
  • Figure 91: What are the top 3 – 5 ways your WFO solution and/or vendor is helping your organization with your digital transformation?
  • Figure 92: Please tell us the top 3 – 5 strengths of your WFO solution.
  • Figure 93: What product enhancements would you like to see?
  • Figure 94: Additional comments about your experience with the vendor and/or product.
  • Figure 95: Enterprise Pricing for a Single-Site, 250-Seat Premise- Based Solution
  • Figure 96: Enterprise Pricing for a Single-Site, 250-Seat Cloud- Based Solution
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