***MEDIA ALERT***
DMG Consulting Releases 2022–2023 Enterprise Workforce Optimization/Workforce Engagement Management Product and Market Report
AI-enabled solutions to meet CX and EX expectations and demands
Who: DMG Consulting LLC, a leading provider of contact center, back-office, and real-time analytics market research and consulting services
What: Releases 2022-2023 Enterprise Workforce Optimization/Workforce Engagement Management Product and Market Report
When: Today, 17 January 2023
Where: Available at the DMG Consulting online store
Background:
DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2022–2023 Enterprise Workforce Optimization/Workforce Engagement Management Product and Market Report. The Report explores today’s WFO/WEM market, its current trends and challenges, competitive landscape, product suites, increasingly sophisticated technology, and the wave of innovation that is propelling these valuable solutions into the future. It also explains how artificial intelligence (AI), analytics, and automation are being leveraged in WFO/WEM modules to enhance the customer experience (CX) and employee experience (EX), and to raise the profile of contact centers to the status of essential corporate contributors.
The primary purpose of WFO/WEM solutions is to capture and provide the insights, analytics, and automation that companies need to build and maintain outstanding and enduring relationships with their customers and employees. Companies that want to thrive in today’s business world must create a positive, flexible, and rewarding work environment that enables them to hire and retain great employees. And they need to support their staff with intelligent tools and updated processes that empower them to become customer advocates who provide a frictionless CX, cost effectively. This is a particularly vital goal in an era where customer expectations continue to shift and expand, and employee retention is growing in importance.
The definition of a great customer experience continues to evolve, and any company that wants to provide an outstanding CX must utilize a flexible servicing infrastructure that adapts as quickly as its customers’ requirements change. This is where AI comes in. A number of AI technologies, enabled by the flexibility and processing power of the cloud, are the driving forces behind most of the innovation occurring in the market. Artificial intelligence-based technologies harness real-time capabilities that allow enterprises to deliver a responsive and fluid service experience. “A customer-first strategy is imperative in today’s service culture,” says Donna Fluss, President of DMG Consulting LLC. “AI gives agents or automated self-service solutions customized guidance and context-based information that position them to meet and exceed the expectations of each person who reaches out for assistance.”
The 2022–2023 Enterprise Workforce Optimization/ Workforce Engagement Management Product and Market Report provides the vendor, product, functional, technical, and pricing information that enterprise, contact center, and IT leaders need to select the right solution to meet their organization’s current and future front- and back-office WFO requirements. DMG’s 19th annual edition of the Report features 7 leading and contending vendors: Alvaria, Calabrio, Five9, NICE, OnviSource, Playvox, and Verint. To learn more about the 2022 – 2023 Enterprise Workforce Optimization/ Workforce Engagement Management Product and Market Report, visit dmgconsult.com, or contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098. To order your copy of the Report, visit dmgconsult.com.