***MEDIA ALERT***
DMG Consulting Releases 2023 – 2024 Enterprise Workforce Engagement Management Product and Market Report
Transformation of WEM suites to next-gen platforms offers ease of integration and interoperability
Who: DMG Consulting LLC, a leading provider of contact center, back-office, and real-time analytics market research and consulting services
What: Releases 2023 – 2024 Enterprise Workforce Engagement Management Product and Market Report
When: Today, 12 December 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 2023 – 2024 Enterprise Workforce Engagement Management Product and Market Report. The Report explores how workforce engagement management (WEM) suites are transforming into next-gen platforms that support the increasingly complex and varied requirements of contact centers and all other customer-facing departments that leverage them to improve the customer experience (CX), employee experience (EX), and productivity.
It’s a very exciting and opportune time for WEM solutions. The need for WEM applications and tools that elevate the CX, engage and empower employees, deliver actionable insights to enterprise managers, and improve contact center quality and productivity has never been greater. This is where the newly reimagined WEM platform comes in. WEM is becoming an open enterprise-grade platform of interoperable applications built with microservices and application programming interfaces (APIs). Underlying the applications are several foundational layers that the components will plug into. Next-gen WEM platforms also offer ease of integration and interoperability with third-party and proprietary operating systems; this is a major change from the closed WEM suites of the past, and it will position companies to leverage their intelligence throughout the enterprise to help ensure a consistently outstanding and cost-effective CX.
WEM is evolving to meet the dynamic needs of artificial intelligence (AI)-enabled enterprises and service functions. AI technology, including generative AI, is facilitating key enhancements throughout WEM platforms and setting the stage for a continuous stream of practical innovation that delivers quantifiable benefits to enterprises, employees, and their customers. The availability of generative AI and contact center-focused and vertical-specific large language models (LLMs) is allowing new best-of-breed competitors to enter the WEM technology sector, particularly with real-time guidance, analytics-enabled quality management (AQM), and automated post-interaction summarization offerings. “AI is going to dramatically alter and reenergize the service world and drive new and significantly enhanced WEM solutions that help contact centers, back-office departments, branches, and other people-intensive operations achieve their goals and enable their companies to deliver a new level of CX,” said Donna Fluss, President and Founder of DMG Consulting. “It’s clear that organizations need WEM solutions now more than ever.”
The 2023 – 2024 Enterprise Workforce Engagement Management Product and Market Report analyzes 5 leading and contending vendors who are positioned to deliver the WEM platform of the future: Calabrio, Five9, NICE, OnviSource, and Verint. This Report is intended to help contact center, IT, and enterprise leaders select the optimal solutions, technology, functionality, and partner to meet their organization’s current and future WEM requirements. To learn more about the 2023 – 2024 Enterprise 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.
About DMG Consulting LLC
DMG Consulting LLC provides expert guidance, industry reports, and primary research that influence the critical decisions made by businesses, technology providers, and investors in the dynamic and rapidly transforming contact center and back-office markets. Driving the strategic direction of the customer experience (CX) is at the core of DMG’s extensive consultation and collaboration with executives, leaders, and industry innovators. DMG’s methodologies and in-depth understanding of people, process, and technology create outstanding business outcomes and position organizations to deliver the next generation of customer and contact center experiences in an AI-driven digital world. Learn more at dmgconsult.com.
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