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2019 Workforce Management Product and Market Report

2019 Workforce Management Product and Market Report

The WFM sector has undergone a dramatic transformation in the past three years. The key differences between “old school” and “new wave” WFM are flexibility, mobility, enablement and automation.

The New Standard for WFM

Flex scheduling, agent self-service and adaptive real-time scheduling are the new standard for WFM. The WFM vendors are investing in delivering new and enhanced methods to improve the accuracy of forecasts and schedules for omni-channel, multi-skill and blended environments. Many of these capabilities are enabled by new algorithms that leverage AI technologies and are optimized for each discrete channel and for every type of interaction. Leading WFM solutions have re-imagined the traditional fixed-shift staffing paradigm, and utilize flex scheduling, which empowers agents to create their own schedule based on when they want to work. A variety of enhanced self-service capabilities empower agents to trade shifts, swap hours, and request vacation or time off. WFM solutions must be agile and self-adjusting in order to optimally staff and respond rapidly to volatile demand and fluctuating resources. Adaptive real-time scheduling addresses this challenge by identifying when the service level is non-conforming. It re-forecasts for the remainder of the day, determines the required skills and resources to address new projections, and automates the necessary scheduling changes to “acquire” or dismiss resources, to bridge the gap between forecasts and reality.

Insightful and In-Depth Analysis of this Transforming Sector

The 2019 – 2020 Workforce Management Product and Market Report provides an in-depth examination of the contact center WFM market, the competitive landscape, market trends and challenges, vendors, product suites, technology and innovation. It provides an insightful analysis of how WFM is being re-engineered to meet the complex requirements of today’s omni-channel, virtualized contact center environments, consumers’ rising expectations and the demands of the modern workforce. The 2019 – 2020 edition of the Workforce Management Product and Market Report covers 6 leading vendors: Aspect, Calabrio, Genesys, NICE, Teleopti and Verint.

Report includes:

  • Review of workforce management market segments and vendor-supported business activities
  • Functional components that comprise contact center WFM suites
  • Current market and business trends and challenges that are driving enterprise investments and influencing vendor innovation
  • WFM market innovation, including a review of recently introduced functionality and what is planned for the next 12 – 18 months
  • Insightful discussion of how artificial intelligence (AI)-enabled technologies will be instrumental in the future of WFM
  • Comprehensive analysis of the fundamental requirements of WFM solutions: forecasting, scheduling, managing, automating, engaging and planning
  • A look at  the latest developments in the back-office and branch capabilities included in the 6 featured WFM suites
  • WFM market activity analysis, adoption rates and 5-year market growth projections
  • Review and assessment of the WFM competitive landscape, including an overview of the 6 leading and contending WFM vendors, with company snapshots, their WFM suites, packaged solutions and small and mid-size business (SMB) offerings
  • Implementation analysis, including vendor methodology, best practices, maintenance and support, workshops, training and professional services
  • WFM benefits and return on investment (ROI) analysis
  • Vendor pricing for 250-seat on-premise and cloud-based WFM implementations, including incremental costs for optional modules
  • Comprehensive customer satisfaction survey results that measure and rank ratings across 16 product components, 16 effectiveness categories and 10 vendor categories
  • Detailed company reports for the 6 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. Workforce Management Suites
    • 5.1 Vendor High-Level Suite Capabilities
    • 5.2 SMB and Packaged Offerings
    • 5.3 High-Level Functional Summary
  6. 6. Workforce Management Market Trends
  7. 7. Workforce Management Market Challenges
  8. 8. Workforce Management Market Innovation
    • 8.1 New Product Features
    • 8.2 Future Enhancements
  9. The Next Chapter for WFM
  10. WFM Fundamentals: Forecasting, Scheduling, Managing, Automating, Engaging, Planning
    • 10.1 Omni-Channel WFM: The Right Agents with the Right Skills at the Right Time
      • 10.1.1 Omni-Channel and Multi-Skill Forecasting and Scheduling
    • 10.2 Rapid Response: Real-Time Intraday and Adherence Management
      • 10.2.1 Intraday Management
      • 10.2.2 Real-Time Adaptive Scheduling
      • 10.2.3 Real-Time Adherence
    • 10.3 Workflow Automation: Less Time, Less Effort, Better Results
      • 10.3.1 eLearning/Meeting Management
      • 10.3.2 Vacation/Time-Off Management
      • 10.3.3 Timekeeping/Payroll Management
    • 10.4 It’s All About Me: Agent Engagement and Performance Management
      • 10.4.1 Agent Self-Service
      • 10.4.2 Gamification
      • 10.4.3 Performance Management
    • 10.5 The Best-Laid Plans
      • 10.5.1 Long-Term Strategic Planning
      • 10.5.2 Hiring Management
      • 10.5.3 Workspace Allocation
    • 10.6 Back-Office/Branch WFM
      • 10.6.1 Desktop Analytics
  11. Workforce Management Market Activity Analysis
    • 11.1 Validating Market Numbers
    • 11.2 WFM Market Share Analysis
  12. Workforce Management Market Adoption
  13. Workforce Management Projections
  14. Workforce Management Competitive Landscape
    • 14.1 Company Snapshot
  15. Implementation Analysis
    • 15.1 Integration Capabilities
    • 15.2 Security
    • 15.3 Dashboards, Reporting and Analytics
  16. Workforce Management Benefits and Return on Investment
  17. Pricing
    • 17.1 Premise-Based Pricing
    • 17.2 Cloud-Based Pricing
  18. Vendor Satisfaction Analysis
    • 18.1 Summary of Survey Findings and Analysis: Vendor Categories
      • 18.1.1 Vendor Satisfaction by Sub-Category and Customer
    • 18.2 Summary of Survey Findings and Analysis: Product Components
      • 18.2.1 Product Modules/Components Satisfaction by Sub-Category and Customer
    • 18.3 Summary of Survey Findings and Analysis: Product Effectiveness Categories
      • 18.3.1 Product Effectiveness Satisfaction by Sub-Category and Customer
    • 18.4 Customer Background and Insights
      • 18.4.1 Customer Background
      • 18.4.2 Top Challenges to Solve with a WFM Solution
      • 18.4.3 Strengths of WFM Solutions
      • 18.4.4 Product Enhancements
      • 18.4.5 Additional Comments
  19. Company Reports
    • 19.1 Aspect Software, Inc.
    • 19.2 Calabrio
    • 19.3 Genesys
    • 19.4 NICE
    • 19.5 Teleopti
    • 19.6 Verint Systems
  20. Workforce Management Vendor Directory

Table of Figures

    • Figure 1: WFM Market Segments
    • Figure 2: Vendor-Supported Market Segments
    • Figure 3: Enterprise WFM Suite Components
    • Figure 4: High-Level Vendor WFO Suite Components
    • Figure 5: SMB/Packaged WFM Solutions
    • Figure 6: High-Level Functional Summary
    • Figure 7: WFM Market Trends
    • Figure 8: WFM Market Challenges
    • Figure 9: New Product Features, by Vendor
    • Figure 10: Future Enhancements, by Category
    • Figure 11: Artificial Intelligence and Machine Learning Technologies
    • Figure 12: Omni-Channel Functionality
    • Figure 13: Omni-Channel and Multi-Skill Scheduling
    • Figure 14: Intraday Management
    • Figure 15: Real-Time Adaptive Scheduling
    • Figure 16: Real-Time Adherence
    • Figure 17: eLearning/Meeting Management
    • Figure 18: Vacation/Time-Off Management
    • Figure 19: Timekeeping/Payroll Management
    • Figure 20: Agent Self-Service
    • Figure 21: Gamification
    • Figure 22: Performance Management
    • Figure 23: Long-Term Strategic Planning
    • Figure 24: Hiring Management
    • Figure 25: Workspace Allocation
    • Figure 26: Back-Office/Branch WFM
    • Figure 27: Desktop Analytics
    • Figure 28: WFM Market Activity, as of December 31, 2018
    • Figure 29: WFM Market Share by Number of Seats, as of December 31, 2018
    • Figure 30: WFM Market Share by Number of Seats, as of December 31, 2018
    • Figure 31: Total Number of WFM Seats and Customers, 2018 vs. 2017 Comparison
    • Figure 32: Total Number of WFM Seats, 2009 – 2018 Trends
    • Figure 33: WFM Seat Projections, 2019 – 2023
    • Figure 34: Company Information
    • Figure 35: Implementation Analysis
    • Figure 36: Integration Capabilities
    • Figure 37: Security
    • Figure 38: Dashboards, Reporting and Analytics
    • Figure 39: WFM Benefits and ROI
    • Figure 40: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Premise-Based Solution
    • Figure 41: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Cloud-Based Solution
    • Figure 42: Customer Survey Rating Categories
    • Figure 43: Average Vendor Satisfaction Ratings, by Category
    • Figure 44: Product Satisfaction Ratings
    • Figure 45: Implementation Satisfaction Ratings
    • Figure 46: Training Satisfaction Ratings
    • Figure 47: Professional Services Satisfaction Ratings
    • Figure 48: Ongoing Service and Support Satisfaction Ratings
    • Figure 49: Product Innovation Satisfaction Ratings
    • Figure 50: Responsiveness to Product Enhancement Requests Satisfaction Ratings
    • Figure 51: Vendor Communication Satisfaction Ratings
    • Figure 52: Pricing Satisfaction Ratings
    • Figure 53: Overall Vendor Satisfaction Ratings
    • Figure 54: Average Product Satisfaction Ratings, by Category
    • Figure 55: Omni-Channel Forecasting Satisfaction Ratings
    • Figure 56: Multi-Skill Scheduling Satisfaction Ratings
    • Figure 57: Intraday Management and Automation Satisfaction Ratings
    • Figure 58: Real-Time Adherence Satisfaction Ratings
    • Figure 59: Agent Self-Service Satisfaction Ratings
    • Figure 60: Vacation/Time-Off Management Satisfaction Ratings
    • Figure 61: eLearning/Meeting Management Satisfaction Ratings
    • Figure 62: Long-Term Strategic Planning Satisfaction Ratings
    • Figure 63: Budgeting/Cost Management Satisfaction Ratings
    • Figure 64: Timekeeping/Payroll Management Satisfaction Ratings
    • Figure 65: Back-Office/Branch Satisfaction Ratings
    • Figure 66: Mobility Satisfaction Ratings
    • Figure 67: Hiring Management Satisfaction Ratings
    • Figure 68: Workspace Allocation Satisfaction Ratings
    • Figure 69: Gamification Satisfaction Ratings
    • Figure 70: Reporting and Analytics Satisfaction Ratings
    • Figure 71: Average Product Effectiveness Satisfaction Ratings, by Category
    • Figure 72: Ability to Forecast Accurately Satisfaction Ratings
    • Figure 73: Ability to Support Multi-Skill Scheduling Satisfaction Ratings
    • Figure 74: Ability to Support Flex Scheduling Satisfaction Ratings
    • Figure 75: Ability to Improve Agent Utilization/Occupancy Satisfaction Ratings
    • Figure 76: Ability to Improve Agent Adherence Satisfaction Ratings
    • Figure 77: Ability to Automate Real-Time Intraday Management Adjustments Satisfaction Ratings
    • Figure 78: Ability to Manage Exceptions and Shrinkage Satisfaction Ratings
    • Figure 79: Ability to Support Agent Self-Scheduling and Preferences Satisfaction Ratings
    • Figure 80: Ability to Support Complex Global Work Rules Satisfaction Ratings
    • Figure 81: Ability to Streamline Administrative Processes Satisfaction Ratings
    • Figure 82: Ability to Create Long-Term Staffing Plans at the Skill Level Satisfaction Ratings
    • Figure 83: Ability to Improve Supervisor Real-Time Oversight Satisfaction Ratings
    • Figure 84: Ability to Improve Contact Center Performance Satisfaction Ratings
    • Figure 85: Ability to Easily Configure and Use the System Satisfaction Ratings
    • Figure 86: Ability to Integrate with Third-Party Applications Satisfaction Ratings
    • Figure 87: Ability to Use Artificial Intelligence and Machine Learning to Improve Output Satisfaction Ratings
    • Figure 88: What channels do you use your WFM solution to support?
    • Figure 89: What were the top 3 – 5 challenges you wanted to solve with the WFM solution?
    • Figure 90: What are the top 3 – 5 strengths of your WFM solution?
    • Figure 91: Please list the product enhancements you would like to see.
    • Figure 92: Additional comments about your experience with the vendor and/or product.
+ Report Includes

Report includes:

  • Review of workforce management market segments and vendor-supported business activities
  • Functional components that comprise contact center WFM suites
  • Current market and business trends and challenges that are driving enterprise investments and influencing vendor innovation
  • WFM market innovation, including a review of recently introduced functionality and what is planned for the next 12 – 18 months
  • Insightful discussion of how artificial intelligence (AI)-enabled technologies will be instrumental in the future of WFM
  • Comprehensive analysis of the fundamental requirements of WFM solutions: forecasting, scheduling, managing, automating, engaging and planning
  • A look at  the latest developments in the back-office and branch capabilities included in the 6 featured WFM suites
  • WFM market activity analysis, adoption rates and 5-year market growth projections
  • Review and assessment of the WFM competitive landscape, including an overview of the 6 leading and contending WFM vendors, with company snapshots, their WFM suites, packaged solutions and small and mid-size business (SMB) offerings
  • Implementation analysis, including vendor methodology, best practices, maintenance and support, workshops, training and professional services
  • WFM benefits and return on investment (ROI) analysis
  • Vendor pricing for 250-seat on-premise and cloud-based WFM implementations, including incremental costs for optional modules
  • Comprehensive customer satisfaction survey results that measure and rank ratings across 16 product components, 16 effectiveness categories and 10 vendor categories
  • Detailed company reports for the 6 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. Workforce Management Suites
    • 5.1 Vendor High-Level Suite Capabilities
    • 5.2 SMB and Packaged Offerings
    • 5.3 High-Level Functional Summary
  6. 6. Workforce Management Market Trends
  7. 7. Workforce Management Market Challenges
  8. 8. Workforce Management Market Innovation
    • 8.1 New Product Features
    • 8.2 Future Enhancements
  9. The Next Chapter for WFM
  10. WFM Fundamentals: Forecasting, Scheduling, Managing, Automating, Engaging, Planning
    • 10.1 Omni-Channel WFM: The Right Agents with the Right Skills at the Right Time
      • 10.1.1 Omni-Channel and Multi-Skill Forecasting and Scheduling
    • 10.2 Rapid Response: Real-Time Intraday and Adherence Management
      • 10.2.1 Intraday Management
      • 10.2.2 Real-Time Adaptive Scheduling
      • 10.2.3 Real-Time Adherence
    • 10.3 Workflow Automation: Less Time, Less Effort, Better Results
      • 10.3.1 eLearning/Meeting Management
      • 10.3.2 Vacation/Time-Off Management
      • 10.3.3 Timekeeping/Payroll Management
    • 10.4 It’s All About Me: Agent Engagement and Performance Management
      • 10.4.1 Agent Self-Service
      • 10.4.2 Gamification
      • 10.4.3 Performance Management
    • 10.5 The Best-Laid Plans
      • 10.5.1 Long-Term Strategic Planning
      • 10.5.2 Hiring Management
      • 10.5.3 Workspace Allocation
    • 10.6 Back-Office/Branch WFM
      • 10.6.1 Desktop Analytics
  11. Workforce Management Market Activity Analysis
    • 11.1 Validating Market Numbers
    • 11.2 WFM Market Share Analysis
  12. Workforce Management Market Adoption
  13. Workforce Management Projections
  14. Workforce Management Competitive Landscape
    • 14.1 Company Snapshot
  15. Implementation Analysis
    • 15.1 Integration Capabilities
    • 15.2 Security
    • 15.3 Dashboards, Reporting and Analytics
  16. Workforce Management Benefits and Return on Investment
  17. Pricing
    • 17.1 Premise-Based Pricing
    • 17.2 Cloud-Based Pricing
  18. Vendor Satisfaction Analysis
    • 18.1 Summary of Survey Findings and Analysis: Vendor Categories
      • 18.1.1 Vendor Satisfaction by Sub-Category and Customer
    • 18.2 Summary of Survey Findings and Analysis: Product Components
      • 18.2.1 Product Modules/Components Satisfaction by Sub-Category and Customer
    • 18.3 Summary of Survey Findings and Analysis: Product Effectiveness Categories
      • 18.3.1 Product Effectiveness Satisfaction by Sub-Category and Customer
    • 18.4 Customer Background and Insights
      • 18.4.1 Customer Background
      • 18.4.2 Top Challenges to Solve with a WFM Solution
      • 18.4.3 Strengths of WFM Solutions
      • 18.4.4 Product Enhancements
      • 18.4.5 Additional Comments
  19. Company Reports
    • 19.1 Aspect Software, Inc.
    • 19.2 Calabrio
    • 19.3 Genesys
    • 19.4 NICE
    • 19.5 Teleopti
    • 19.6 Verint Systems
  20. Workforce Management Vendor Directory

Table of Figures

    • Figure 1: WFM Market Segments
    • Figure 2: Vendor-Supported Market Segments
    • Figure 3: Enterprise WFM Suite Components
    • Figure 4: High-Level Vendor WFO Suite Components
    • Figure 5: SMB/Packaged WFM Solutions
    • Figure 6: High-Level Functional Summary
    • Figure 7: WFM Market Trends
    • Figure 8: WFM Market Challenges
    • Figure 9: New Product Features, by Vendor
    • Figure 10: Future Enhancements, by Category
    • Figure 11: Artificial Intelligence and Machine Learning Technologies
    • Figure 12: Omni-Channel Functionality
    • Figure 13: Omni-Channel and Multi-Skill Scheduling
    • Figure 14: Intraday Management
    • Figure 15: Real-Time Adaptive Scheduling
    • Figure 16: Real-Time Adherence
    • Figure 17: eLearning/Meeting Management
    • Figure 18: Vacation/Time-Off Management
    • Figure 19: Timekeeping/Payroll Management
    • Figure 20: Agent Self-Service
    • Figure 21: Gamification
    • Figure 22: Performance Management
    • Figure 23: Long-Term Strategic Planning
    • Figure 24: Hiring Management
    • Figure 25: Workspace Allocation
    • Figure 26: Back-Office/Branch WFM
    • Figure 27: Desktop Analytics
    • Figure 28: WFM Market Activity, as of December 31, 2018
    • Figure 29: WFM Market Share by Number of Seats, as of December 31, 2018
    • Figure 30: WFM Market Share by Number of Seats, as of December 31, 2018
    • Figure 31: Total Number of WFM Seats and Customers, 2018 vs. 2017 Comparison
    • Figure 32: Total Number of WFM Seats, 2009 – 2018 Trends
    • Figure 33: WFM Seat Projections, 2019 – 2023
    • Figure 34: Company Information
    • Figure 35: Implementation Analysis
    • Figure 36: Integration Capabilities
    • Figure 37: Security
    • Figure 38: Dashboards, Reporting and Analytics
    • Figure 39: WFM Benefits and ROI
    • Figure 40: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Premise-Based Solution
    • Figure 41: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Cloud-Based Solution
    • Figure 42: Customer Survey Rating Categories
    • Figure 43: Average Vendor Satisfaction Ratings, by Category
    • Figure 44: Product Satisfaction Ratings
    • Figure 45: Implementation Satisfaction Ratings
    • Figure 46: Training Satisfaction Ratings
    • Figure 47: Professional Services Satisfaction Ratings
    • Figure 48: Ongoing Service and Support Satisfaction Ratings
    • Figure 49: Product Innovation Satisfaction Ratings
    • Figure 50: Responsiveness to Product Enhancement Requests Satisfaction Ratings
    • Figure 51: Vendor Communication Satisfaction Ratings
    • Figure 52: Pricing Satisfaction Ratings
    • Figure 53: Overall Vendor Satisfaction Ratings
    • Figure 54: Average Product Satisfaction Ratings, by Category
    • Figure 55: Omni-Channel Forecasting Satisfaction Ratings
    • Figure 56: Multi-Skill Scheduling Satisfaction Ratings
    • Figure 57: Intraday Management and Automation Satisfaction Ratings
    • Figure 58: Real-Time Adherence Satisfaction Ratings
    • Figure 59: Agent Self-Service Satisfaction Ratings
    • Figure 60: Vacation/Time-Off Management Satisfaction Ratings
    • Figure 61: eLearning/Meeting Management Satisfaction Ratings
    • Figure 62: Long-Term Strategic Planning Satisfaction Ratings
    • Figure 63: Budgeting/Cost Management Satisfaction Ratings
    • Figure 64: Timekeeping/Payroll Management Satisfaction Ratings
    • Figure 65: Back-Office/Branch Satisfaction Ratings
    • Figure 66: Mobility Satisfaction Ratings
    • Figure 67: Hiring Management Satisfaction Ratings
    • Figure 68: Workspace Allocation Satisfaction Ratings
    • Figure 69: Gamification Satisfaction Ratings
    • Figure 70: Reporting and Analytics Satisfaction Ratings
    • Figure 71: Average Product Effectiveness Satisfaction Ratings, by Category
    • Figure 72: Ability to Forecast Accurately Satisfaction Ratings
    • Figure 73: Ability to Support Multi-Skill Scheduling Satisfaction Ratings
    • Figure 74: Ability to Support Flex Scheduling Satisfaction Ratings
    • Figure 75: Ability to Improve Agent Utilization/Occupancy Satisfaction Ratings
    • Figure 76: Ability to Improve Agent Adherence Satisfaction Ratings
    • Figure 77: Ability to Automate Real-Time Intraday Management Adjustments Satisfaction Ratings
    • Figure 78: Ability to Manage Exceptions and Shrinkage Satisfaction Ratings
    • Figure 79: Ability to Support Agent Self-Scheduling and Preferences Satisfaction Ratings
    • Figure 80: Ability to Support Complex Global Work Rules Satisfaction Ratings
    • Figure 81: Ability to Streamline Administrative Processes Satisfaction Ratings
    • Figure 82: Ability to Create Long-Term Staffing Plans at the Skill Level Satisfaction Ratings
    • Figure 83: Ability to Improve Supervisor Real-Time Oversight Satisfaction Ratings
    • Figure 84: Ability to Improve Contact Center Performance Satisfaction Ratings
    • Figure 85: Ability to Easily Configure and Use the System Satisfaction Ratings
    • Figure 86: Ability to Integrate with Third-Party Applications Satisfaction Ratings
    • Figure 87: Ability to Use Artificial Intelligence and Machine Learning to Improve Output Satisfaction Ratings
    • Figure 88: What channels do you use your WFM solution to support?
    • Figure 89: What were the top 3 – 5 challenges you wanted to solve with the WFM solution?
    • Figure 90: What are the top 3 – 5 strengths of your WFM solution?
    • Figure 91: Please list the product enhancements you would like to see.
    • Figure 92: Additional comments about your experience with the vendor and/or product.
    • This field is for validation purposes and should be left unchanged.