DMG Consulting Releases 2021 – 2022 Workforce Management Product and Market Report

New-gen WFM uniquely positioned to address pandemic-related challenges  

Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services 

What: Releases 2021 – 2022 Workforce Management Product and Market Report

When: Today, 11 March 2021

Where: Available at the DMG Consulting online store

Background: 

DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services, today released its 2021 – 2022  Workforce Management Product and Market Report. DMG’s 14th annual report on the contact center workforce management (WFM) sector delivers a comprehensive analysis of the vendors, products, pricing and best practices for this IT sector. The Report examines the business, market and technology trends and challenges confronting contact centers in the wake of the COVID-19 pandemic. It explores the technology and applications of new-gen WFM, which is an essential part of the transformation taking place in contact centers. 

The contact center WFM market has been moving toward digital transformation for the past few years, but the pandemic galvanized the modernization of these product suites to address the increasingly digital and self-service needs of today’s consumers. Workforce management solutions enable companies to provide optimal service by forecasting the volume of incoming traffic in multiple media, determining staffing needs, and then scheduling employees with the right skills to handle the projected workload. 

The migration of workers to home offices has complicated the scheduling challenge and created new issues for contact center management. For agents working at home, the pandemic has also shifted their work/life balance in often unexpected ways. New-gen WFM solutions have been instrumental in addressing the work-at-home (WAH) staffing challenge, supporting flex scheduling, agent self-service, mobility, and virtual hiring and onboarding of new agents. The more advanced WFM solutions have essential tools for helping contact center supervisors and managers monitor their staff, regardless of where they are located, and keep them engaged. Among the most important capabilities for this purpose in WFM suites are real-time adherence, intraday management, mobility, self-service, gamification and bi-directional communication. 

Once the pandemic eases worldwide, businesses will be confronted with the challenge of bringing some or all of their staff back into the office. This will be another driver of WFM growth, as these solutions will be a critical part of the process. “Contact centers will use WFM to build schedules that minimize service disruptions, and innovative WFM vendors will develop features that allow employees to work together safely on-site,” said Donna Fluss, President of DMG Consulting LLC. “The specialized forecasting, scheduling and oversight capabilities of WFM solutions give contact centers a major advantage over other departments that lack these tools.”

The WFM market is expected to continue to grow rapidly during the next few years. The cloud has made it possible for contact centers of all sizes, including those with as few as 10 seats, to deploy these solutions. The cloud has also eliminated many of the obstacles to implementing and upgrading WFM solutions, which are often highly complex. Another driver of WFM market growth is the adoption of cloud-based contact center infrastructure (CBCCI) solutions. CBCCI vendors are developing their own WFM capabilities to meet customers’ demands for a single administration environment for all of their core functionality. DMG expects the WFM market to grow by 10% in 2021, 11% in 2022 and 2023, and 12% in 2024 and 2025.

The 2021-2022 Workforce Management Product and Market Report presents an in-depth analysis of the contact center WFM market, the competitive landscape, vendors, product suites, technology and innovation. The Report analyzes WFM market activity and provides 5-year projections. It also presents customer satisfaction survey results that rate the vendors and their products. The 2021 – 2022 Workforce Management Product and Market Report features 5 WFM vendors: Aspect, Calabrio, NICE, Puzzel and Verint. It also provides a high-level overview of four new competitors in the WFM arena: Authority Software, Eleveo, Playvox and Salesforce. To learn more about the report, read the full abstract, including the table of contents. To order, visit dmgconsult.com.

About DMG Consulting LLC 

DMG Consulting LLC advises enterprises, vendors and the financial community on all aspects of building, acquiring, operating, optimizing and investing in contact centers, to enhance their enabling technologies and the customer experience (CX). A leader in vendor-agnostic research and consulting, DMG is the only firm whose expertise spans operations and technology. DMG is the primary source for market activity and revenue data and analysis for contact center IT segments. It publishes annual in-depth reports on contact center and back-office industry sectors, including contact center as a service (CCaaS), digital customer service, intelligent virtual agents, interaction analytics, robotic process automation (RPA), workforce management (WFM), workforce optimization (WFO) and more. These reports provide the accurate market share, trend identification, growth predictions, functional capabilities and pricing information DMG’s global clients rely on to make critical business decisions. Learn more at dmgconsult.com.