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2020 – 2021 Workforce Management Product and Market Report

2020 – 2021 Workforce Management Product and Market Report

Today’s WFM solutions are evolving to keep pace with the changing business world. Workforce priorities have shifted, as have other management trends, including the introduction of innovative smart technology, expanding global business and broader market opportunities.

Next-gen WFM solutions take staffing and service optimization to the next level

The best of today’s solutions make sure the right number of resources with the right skills and personality are available to deliver optimal service. This is a necessity for companies that want to deliver an outstanding and optimized customer experience in each customer’s channel of choice. Artificial intelligence (AI) and automation technology have augmented the role and importance of intraday management. Flexible planning approaches, like real-time adaptive scheduling, dynamically respond in real time to unexpected changes in demand and resources during the workday. New-gen WFM solutions make employees active participants in modifying their schedules to respond to these intraday changes and to address the variable schedule needs of the gig economy and employees’ demand for work/life balance. AI and machine learning are expected to play an even greater role in the future by improving the accuracy of forecasts and schedules, as well as enhancing self-learning and adaptive real-time scheduling, performing long-term forecasting and strategic planning and simulation of routing rules and agent skills. 

Insightful and in-depth analysis of this transforming sector

DMG Consulting’s 2020 – 2021 Workforce Management Product and Market Report, the 13th annual edition, provides an in-depth analysis of the contact center workforce management (WFM) sector, the competitive landscape, vendors, product suites, technology and innovation. It explores the impact on the WFM market of trends such as the digital transformation, the gig economy, AI enablement, automation and the hybrid workforce. The Report features the 4 leading WFM vendors – Aspect, Calabrio, NICE and Verint – and 5 WFM suites. (Calabrio has two WFM solutions included in this analysis: Calabrio WFM, their legacy product, and Calabrio Teleopti WFM, based on their acquisition of Teleopti AB in June 2019.) QStory Ltd. is covered at a higher level.

Report includes:

  • WFM market segments and vendor-supported activities
  • Overview of the functional components that comprise a WFM solution, including core and optional modules offered in the 5 featured WFM suites, and small and mid-size business (SMB)/package solutions 
  • The market, business and technology trends and challenges driving enterprise investments and influencing product development
  • WFM market innovation, including a review of recently introduced features and functionality and what is planned for the next 12 – 18 months 
  • Insightful discussion of contact centers of the future and how changes in people, processes and technology are significantly impacting WFM 
  • DMG’s predictions for the future of WFM 
  • Examination of the AI-enabled and automation capabilities in the 5 featured WFM solutions, including a comparative analysis of 15 key functional capabilities 
  • Vendor back-office and branch capabilities supported by the 5 featured WFM suites
  • WFM market activity analysis, adoption rates and 5-year market growth projections 
  • Implementation analysis, including vendor methodology, best practices, and training and professional services
  • WFM benefits and return on investment (ROI) analysis
  • Vendor pricing for 250-seat on-premise and cloud-based WFM implementations for core forecasting and scheduling, plus incremental costs for optional modules, including intraday management, real-time adherence, agent self-service, vacation/time-off management, eLearning/meeting management, long-term planning, gamification, mobility, back-office WFM and branch WFM
  • Comprehensive customer satisfaction survey results that measure and rank ratings across 15 product capabilities and 11 vendor categories 
  • Detailed company reports for the 4 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
  5. Enterprise Workforce Management Suite Components
    • 5.1 WFM Vendor Suite Overview
    • 5.2 SMB/Packaged WFM Solutions
  6. Workforce Management Trends
  7. Workforce Management Challenges
  8. WFM Market Innovation
    • 8.1 New Features
    • 8.2 Emerging Capabilities
  9. Contact Centers 2020 and Beyond
  10. Future WFM Outlook
  11. AI in the World of WFM
    • 11.1 Intelligent Forecasting and Scheduling
    • 11.2 Going with the Flow: Real-Time Intraday and Adherence Management
    • 11.3 Agent Self-Service and Mobility
    • 11.4 Workflow and Automation
    • 11.5 Planned and Ready
    • 11.6 Nice-to-Haves 101
      • 11.6.1 Gamification
      • 11.6.2 Contact Center Performance Management
      • 11.6.3 Desktop Analytics
    • 11.7 Back-Office/Branch WFM
  12. Workforce Management Market Activity Analysis
    • 12.1 Validating Market Numbers
    • 12.2 WFM Market Share Analysis 124
  13. WFM Adoption Rate
  14. WFM Market Projections
  15. WFM Competitive Landscape
  16. WFM Implementation Analysis
    • 16.1 High-Level Functional Analysis
    • 16.2 Security
    • 16.3 Dashboards, Reports and Analytics
  17. WFM Benefits and Return on Investment
  18. Pricing
    • 18.1 Premise-Based Pricing for a 250-Seat WFM Solution
    • 18.2 Pricing for a 250-Seat Cloud-Based WFM Solution
  19. WFM Vendor Satisfaction Analysis
  20. Company Reports
    • 20.1 Aspect Software, Inc.
    • 20.2 Calabrio, Inc.
    • 20.3 NICE
    • 20.4 QStory Ltd.
    • 20.5 Verint Systems

Appendix: WFM Vendor Directory

+ Report Includes

Report includes:

  • WFM market segments and vendor-supported activities
  • Overview of the functional components that comprise a WFM solution, including core and optional modules offered in the 5 featured WFM suites, and small and mid-size business (SMB)/package solutions 
  • The market, business and technology trends and challenges driving enterprise investments and influencing product development
  • WFM market innovation, including a review of recently introduced features and functionality and what is planned for the next 12 – 18 months 
  • Insightful discussion of contact centers of the future and how changes in people, processes and technology are significantly impacting WFM 
  • DMG’s predictions for the future of WFM 
  • Examination of the AI-enabled and automation capabilities in the 5 featured WFM solutions, including a comparative analysis of 15 key functional capabilities 
  • Vendor back-office and branch capabilities supported by the 5 featured WFM suites
  • WFM market activity analysis, adoption rates and 5-year market growth projections 
  • Implementation analysis, including vendor methodology, best practices, and training and professional services
  • WFM benefits and return on investment (ROI) analysis
  • Vendor pricing for 250-seat on-premise and cloud-based WFM implementations for core forecasting and scheduling, plus incremental costs for optional modules, including intraday management, real-time adherence, agent self-service, vacation/time-off management, eLearning/meeting management, long-term planning, gamification, mobility, back-office WFM and branch WFM
  • Comprehensive customer satisfaction survey results that measure and rank ratings across 15 product capabilities and 11 vendor categories 
  • Detailed company reports for the 4 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
  5. Enterprise Workforce Management Suite Components
    • 5.1 WFM Vendor Suite Overview
    • 5.2 SMB/Packaged WFM Solutions
  6. Workforce Management Trends
  7. Workforce Management Challenges
  8. WFM Market Innovation
    • 8.1 New Features
    • 8.2 Emerging Capabilities
  9. Contact Centers 2020 and Beyond
  10. Future WFM Outlook
  11. AI in the World of WFM
    • 11.1 Intelligent Forecasting and Scheduling
    • 11.2 Going with the Flow: Real-Time Intraday and Adherence Management
    • 11.3 Agent Self-Service and Mobility
    • 11.4 Workflow and Automation
    • 11.5 Planned and Ready
    • 11.6 Nice-to-Haves 101
      • 11.6.1 Gamification
      • 11.6.2 Contact Center Performance Management
      • 11.6.3 Desktop Analytics
    • 11.7 Back-Office/Branch WFM
  12. Workforce Management Market Activity Analysis
    • 12.1 Validating Market Numbers
    • 12.2 WFM Market Share Analysis 124
  13. WFM Adoption Rate
  14. WFM Market Projections
  15. WFM Competitive Landscape
  16. WFM Implementation Analysis
    • 16.1 High-Level Functional Analysis
    • 16.2 Security
    • 16.3 Dashboards, Reports and Analytics
  17. WFM Benefits and Return on Investment
  18. Pricing
    • 18.1 Premise-Based Pricing for a 250-Seat WFM Solution
    • 18.2 Pricing for a 250-Seat Cloud-Based WFM Solution
  19. WFM Vendor Satisfaction Analysis
  20. Company Reports
    • 20.1 Aspect Software, Inc.
    • 20.2 Calabrio, Inc.
    • 20.3 NICE
    • 20.4 QStory Ltd.
    • 20.5 Verint Systems

Appendix: WFM Vendor Directory

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