2020-2021 Workforce Optimization Product and Market Report

Published December 18, 2020

Contact centers are changing at a dramatic rate, driven by the pandemic as well as the ongoing digital transformation. Some of the most significant changes that have occurred in 2020 include migration of employees from offices to work-at-home (WAH), use of video as a primary channel of communication, adoption of a digital-first mindset, a growing consumer preference for self-service, and transition of contact center technology to the cloud.

A Year of Extraordinary Change 

At the beginning of the pandemic, as lockdowns and quarantines were implemented around the world, contact centers demonstrated their flexibility and agility as they moved employees into home offices, sometimes within a matter of days. The companies that had the easiest time with this transition were those that had already migrated to contact-center-as-a-service (CCaaS) solutions. Customers are increasingly looking to their CCaaS vendors as the single source for all of their technology needs, including WFO, and this is on its way to becoming the predominant acquisition model for WFO solutions in the future.

The WFO market is evolving and adapting to the needs of digitally transformed organizations. Vendors have invested in enhancing many of the components of their solutions with artificial intelligence (AI), machine learning (ML) and automation.  Automation and AI are being used to improve contact center efficiency, quality and accuracy while reducing costs and enhancing agent engagement. These technologies are also enhancing self-service activities, which help improve the customer experience (CX), a primary goal for all service organizations, by meeting the needs of customers, who increasingly prefer to help themselves.

No one knows what the future will bring once the pandemic is past, but companies must be prepared to have at least some of their employees working from home and continue with their enterprise’s digital transformation. Although many segments of the contact center WFO suite market are mature, DMG expects the vendors to continue to execute well in the future. Contact center and enterprise managers need these solutions to provide insight into what is happening in their departments, throughout the company, as well as with customers.

Timely and Insightful Resource for Navigating the “New Normal”

The 2020 – 2021 edition of the Workforce Optimization Product and Market Report features 8 leading and contending vendors: Aspect, Calabrio, DVSAnalytics, Eleveo, Five9, NICE, OnviSource, and Verint. Authority Software is covered at a high level. The Report presents an in-depth analysis of the contact center WFO market, trends, competitive landscape, product suites, technology and innovation. This edition of the Report includes insightful discussions about the short- and long-term impacts of the COVID-19 pandemic, and analyzes how WFO solutions are helping contact centers and enterprises navigate in the “new normal.” The Report is intended to help contact center, IT and enterprise leaders and managers in companies of all sizes select the right solution, technology, functionality and partner to meet their organization’s current and future WFO needs.

  • WFO suites defined: an overview of the functional components of a WFO solution, including core and optional modules offered in the 8 featured WFO suites 
  • Market and business trends and challenges that are driving enterprise investments and influencing product development
  • WFO market innovation, including a review of recently introduced functionality and what is planned for the next 12 – 18 months 
  • Timely discussion of the critical role of artificial intelligence (AI), automation and analytics in keeping contact centers and service organizations up and running during the COVID-19 pandemic, including their ability to support a work-at-home (WAH) model 
  • DMG’s predictions for the future of WFO 
  • A look at the relationship and changing dynamics between the WFO and cloud-based contact center infrastructure (CBCCI) market and how and from whom end-users want to acquire their technology 
  • In-depth examination of the 12 key WFO suite components, including a comparative analysis of the functional capabilities in the 8 featured solutions for each application
  • Detailed revenue and market share analyses featuring first-half 2020 vs. first-half 2019 revenue comparisons, by vendor, based on GAAP revenue for total company, the contact center WFO segment, the recording (WFO) sector and QM
  • Review of the WFO competitive landscape and vendor competitive positioning, including company snapshots of the 8 featured WFO competitors 
  • Comprehensive customer satisfaction survey results that measure and rank ratings across 13 WFO components, 7 product features, 7 product effectiveness categories and capabilities, and 10 vendor categories 
  • Detailed pricing analysis for a 250-seat on-premise and cloud-based QM/recording/coaching implementation, including incremental costs for analytics-enabled quality management (AQM), WFM, gamification, surveying, KM, and interaction analytics 
  • Detailed company reports for the 9 WFO vendors covered in detail or at a high level, analyzing their products, functionality and future product development plans 
  • Comprehensive WFO Vendor Directory
  1. Executive Summary
  2. Introduction
  3. DMG Consulting Research Methodology
    • 3.1 Report Participation Criteria
  4. Workforce Optimization Defined
    • 4.1 WFO Vendor Suite Overview
  5. WFO Market Trends and Challenges
    • 5.1 WFO 2021 Market Trends
    • 5.1 WFO 2021 Market Challenges
  6. WFO Market Innovation
    • 6.1 New Product Features
    • 6.2 Future Enhancements
  7. Essential Components of the “New Normal” Contact Center
    • 7.1 AI and Automaton
    • 7.2 Work-at-Home Agents
  8. WFO Future Outlook Predictions
  9. Merger of CCaaS and WFO
  10. WFO Suites: Twelve Essential Modules, One Complete Solution
    • 10.1 Recording
    • 10.2 Quality Management/Analytics-Enabled Quality Management
    • 10.3 Workforce Management
    • 10.4 Interaction Analytics
    • 10.5 Surveying/VoC
    • 10.6 Contact Center Performance Management
    • 10.7 Gamification
    • 10.8 Knowledge Management
    • 10.9 Desktop Analytics
    • 10.10 Robotic Process Automation
    • 10.11 Customer Journey Analytics
  11. Back-Office WFO
    • WFO Market Activity Analysis
    • 12.1. Financial Information Sources
    • 12.2 Debates about Methodology
    • 12.3 DMG’s Methodology
    • 12.4. Total GAAP Revenue and Market Share, First-Half 2020 vs. First-Half 2019 (all WFO-related vendors)
    • 12.5 Total Contact Center WFO Revenue and Market Share, First-Half 2020 vs. First-Half 2019
  12. WFO Competitive Landscape
    • 13.1 WFO Suite Competitive Positioning
    • 13.2 Company Snapshots
  13. High-Level Functional Summary
    • 14.1 High-Level Functional Summary
    • 14.2 Security and Compliance
    • 14.3 Integration
    • 14.4 Dashboards, Reporting and KPIs
  14. WFO Customer Satisfaction Survey
    • 15.1 Summary of Survey Findings and Analysis: Vendor Categories
      • 15.1.1 Vendor Satisfaction by Category and Customer
    • 15.2 Summary of Survey Findings and Analysis: WFO Suite Modules
      • 15.2.1 WFO Suite Modules Satisfaction Ratings, by Category and Customer
    • 15.3 Summary of Survey Findings and Analysis: WFO Product Features
      • 15.3.1 WFO Product Features Satisfaction Ratings, by Category and Customer
    • 15.4 Summary of Survey Findings and Analysis: Product Effectiveness
      • 15.4.1 Product Effectiveness Satisfaction, by Category and Customer
    • 15.5 Customer Background and Insights
      • 15.5.1 Channels Supported
      • 15.5.2 Digital Transformation
      • 15.5.3 Additional Comments
  15. Pricing
    • 16.1 Pricing for a 250-Seat Premise-Based WFO Solution
    • 16.2 Pricing for a 250-Seat Cloud-Based WFO Solution
  16. Company Reports
    • 17.1 Aspect Software, Inc.
    • 17.2 Authority Software
    • 17.3 Calabrio
    • 17.4 DVSAnalytics
    • 17.5 Eleveo
    • 17.6 Five9
    • 17.7 NICE
    • 17.8 OnviSource
    • 17.9 Verint Systems

WFO Vendor Directory

Table of Figures

  • Figure 1: Contact Center Workforce Optimization Suite
  • Figure 2: WFO Vendor Suite Components
  • Figure 3: WFO 2021 Market Trends
  • Figure 4: WFO 2021 Market Challenges
  • Figure 5: New Product Features, by Vendor
  • Figure 6: Future Enhancements, by Category
  • Figure 7: How AI and Automation is Being Leveraged in WFO Suites
  • Figure 8.1: AI, Machine Learning and Automation
  • Figure 8.2: AI, Machine Learning and Automation
  • Figure 9.1: Remote Staff/WAH
  • Figure 9.2: Remote Staff/WAH
  • Figure 10.1: Recording
  • Figure 10.2: Recording
  • Figure 11: The Shift to AQM
  • Figure 12: How AQM Works
  • Figure 13.1: QM/AQM
  • Figure 13.2: QM/AQM
  • Figure 14: Enterprise WFM Suite Components
  • Figure 15.1: WFM
  • Figure 15.2: WFM
  • Figure 16: How Interaction Analytics Works
  • Figure 17: Enterprise Uses of Interaction Analytics
  • Figure 18.1: Interaction Analytics
  • Figure 18.2: Interaction Analytics
  • Figure 19.1: Surveying/Voice of the Customer/CX
  • Figure 19.2: Surveying/Voice of the Customer/CX
  • Figure 20.1: CCPM
  • Figure 20.2: CCPM
  • Figure 21.1: Gamification
  • Figure 21.2: Gamification
  • Figure 22.1: Knowledge Management
  • Figure 22.2: Knowledge Management
  • Figure 23.1: Desktop Analytics
  • Figure 23.2: Desktop Analytics
  • Figure 24.1: RPA
  • Figure 24.2: RPA
  • Figure 25.1: CJA
  • Figure 25.2: CJA
  • Figure 26: Benefits of Front- and Back-Office Consolidation
  • Figure 27: Breaking Down the Walls Between Front and Back Office
  • Figure 28.1: Back-Office WFO
  • Figure 28.2: Back-Office WFO
  • Figure 29: Total Company GAAP Revenue and Market Share, First-Half 2020 vs. First-Half 2019 Comparison
  • Figure 30: Contact Center WFO Revenue and Market Share, First-Half 2020 vs. First-Half 2019 Comparison
  • Figure 31: Total Voice Recording, First-Half 2020 vs. First-Half 2019 Comparison
  • Figure 32: QM Applications Revenue and Market Share, First-Half 2020 vs. First-Half 2019 Comparison
  • Figure 33: 2021 Contact Center Suite Competitive Positioning
  • Figure 34.1: Company Information
  • Figure 34.2: Company Information
  • Figure 35.1: High-Level Functional Summary
  • Figure 35.2: High-Level Functional Summary
  • Figure 36.1: Security and Compliance
  • Figure 36.2: Security and Compliance
  • Figure 37.1: Integration
  • Figure 37.2: Integration
  • Figure 38.1: Dashboards, Reporting and KPIs
  • Figure 38.2: Dashboards, Reporting and KPIs
  • Figure 39: Customer Survey Rating Categories
  • Figure 40: Average Vendor Satisfaction Ratings, by Category
  • Figure 41: WFO Product Suite Satisfaction Ratings, by Customer
  • Figure 42: Implementation Satisfaction Ratings, by Customer
  • Figure 43: Training Satisfaction Ratings, by Customer
  • Figure 44: Professional Services Satisfaction Ratings, by Customer
  • Figure 45: Ongoing Service and Support Satisfaction Ratings,
    by Customer
  • Figure 46: Planned Product Innovation Satisfaction Ratings,
    by Customer
  • Figure 47: Responsiveness to Product Enhancement Requests
    Satisfaction Ratings, by Customer
  • Figure 48: Communication Satisfaction Ratings, by Customer
  • Figure 49: Pricing Satisfaction Ratings, by Customer
  • Figure 50: Overall Vendor Satisfaction Ratings, by Customer
  • Figure 51: Average WFO Suite Modules Satisfaction Ratings,
    by Category
  • Figure 52: Recording Satisfaction Ratings, by Customer
  • Figure 53: Quality Management (QM)/Analytics-Enabled QM
    Satisfaction Ratings, by Customer
  • Figure 54: WFM Satisfaction Ratings, by Customer
  • Figure 55: Interaction (speech and text) Analytics Satisfaction Ratings,
    by Customer
  • Figure 56: Surveying/VoC Satisfaction Ratings, by Customer
  • Figure 57: Performance Management Satisfaction Ratings, by Customer
  • Figure 58: Gamification Satisfaction Ratings, by Customer
  • Figure 59: Desktop Analytics Satisfaction Ratings, by Customer
  • Figure 60: Robotic Process Automation (RPA) Satisfaction Ratings,
    by Customer
  • Figure 61: Knowledge Management Satisfaction Ratings, by Customer
  • Figure 62: Predictive Analytics Satisfaction Ratings, by Customer
  • Figure 63: Customer Journey Analytics Satisfaction Ratings,
    by Customer
  • Figure 64: Back-Office WFO Capabilities Satisfaction Ratings,
    by Customer
  • Figure 65: WFO Product Features Satisfaction Ratings, by Category
  • Figure 66: Digital Channel Support Satisfaction Ratings, by Customer
  • Figure 67: Supervisor Interface and User Experience Satisfaction
    Ratings, by Customer
  • Figure 68: Agent Features Satisfaction Ratings, by Customer
  • Figure 69: Artificial intelligence Satisfaction Ratings, by Customer
  • Figure 70: Ease of integration with Third-Party Applications Satisfaction Ratings, by Customer
  • Figure 71: Regulatory and Compliance Features Satisfaction Ratings, by Customer
  • Figure 72: System Security Satisfaction Ratings, by Customer
  • Figure 73: Product Effectiveness Satisfaction Ratings, by Category
  • Figure 74: Omni-Channel Recording and QM Satisfaction Ratings,
    by Customer
  • Figure 75: Ability to Provide Real-Time Agent Guidance Satisfaction
    Ratings, by Customer
  • Figure 76: Ability to Support At-home Agents and Remote Supervisors Satisfaction Ratings, by Customer
  • Figure 77: Level of Integration and Data Sharing Between Modules, Satisfaction Ratings, by Customer
  • Figure 78: Flexibility to Customize Reports, Dashboards and KPIs
    Satisfaction Ratings, by Customer
  • Figure 79: Ability to Administer the Entire Suite from a Centralized
    Environment Satisfaction Ratings, by Customer
  • Figure 80: Ability to Support a Hybrid Workforce of Human and Virtual Agents Satisfaction Ratings, by Customer
  • Figure 81: What channels do you use your WFO suite to support?
  • Figure 82: What are the top 3 – 5 ways your WFO solution and/or vendor is helping your organization with your digital transformation?
  • Figure 83: Additional comments about your experience with the vendor and/or solution.
  • Figure 84: Enterprise Pricing for a Single-Site, 250-Seat Premise-Based Solution
  • Figure 85: Enterprise Pricing for a Single-Site, 250-Seat Cloud-Based WFO Solution
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