2021-2022 Workforce Optimization/ Workforce Engagement Management Product and Market Report

Published December 15, 2021

The pace of innovation in the contact center is more rapid than at any time in the past. Artificial intelligence, automation, analytics, digital transformation, self-service, and a lot more are changing the entire servicing world. The list of innovation that has come to market in the last couple of years is long, but it’s just the beginning of what is expected to be delivered as part of the new AI-enabled WFO/WEM applications. 

Intelligent solutions to meet demanding customer and workforce expectations 

Workforce optimization/workforce engagement management (WFO/WEM) applications are giving enterprise leaders the information and insights they need to greatly enhance their organizations, helping them deliver a coveted service experience while becoming employers of choice. Workforce optimization/workforce engagement management solutions play a critical role in delivering a consistently outstanding customer experience (CX). Many of the 12 WFO/WEM applications that comprise these suites should be rolled out to multiple customer-facing departments in the enterprise. This will position all of the departments that contribute to the customer journey to fully resolve customer issues during the first contact, regardless of where an inquiry originates or the customer’s choice of channel.

At the same time, companies that want to deliver an outstanding CX must provide a flexible and rewarding work environment that enables them to hire and retain great agents. Enterprise leaders have awakened to the need to update their business practices to address longstanding issues and re-examine compensation for agents, who deserve recognition for vital contributions to their companies. Workforce optimization/workforce engagement management solutions provide important tools to transform the management of contact centers and raise the profile of contact centers and their agents. Contact centers should be managed with the same expectations and scheduling flexibility as any other department in a company; this includes reasonable occupancy rates and flexible working hours, breaks and vacations, as well as the option to work on-site or remotely. The tools to make this happen are available; all that remains is for corporate and departmental leaders to get on board and work with employees to implement the changes.

Comprehensive and Insightful Coverage of this Essential Sector 

DMG Consulting LLC‘s 2021 – 2022 Workforce Optimization/Workforce Engagement Management Product and Market Report (formerly the Workforce Optimization Product and Market Report) presents an in-depth analysis of the trends, competitive landscape, product suites, technology and innovation in this vital contact center sector. Our 18th edition of this Report features 7 leading and contending vendors: Alvaria, Calabrio, Eleveo, Five9, NICE, OnviSource and Verint. Three additional vendors – Authority Software, DVSAnalytics and Playvox – are covered at a high level. This Report is intended to help contact center, IT and enterprise leaders and managers in small, mid-size and large companies select the right solution, technology, functionality and partner to meet their organization’s current and future WFO/WEM needs.

  • WFO/WEM suites defined: an overview of the functional components of a WFO/WEM solution, including the core and optional modules offered in the featured WFO/WEM suites
  • Market and business trends and challenges that are driving enterprise investments and influencing product development
  • WFO/WEM market innovation, including a review of recently introduced functionality and what is planned for the next 12 – 18 months
  • Timely discussion of the role of WFO/WEM solutions in the contact center’s ability to sustain work-at-home (WAH) and hybrid staffing models
  • How AI is going to alter and improve contact center technology and operations during the next 5 – 20 years
  • Insightful look at how smart technology, analytics, automation and elevated customer expectations are changing perceptions of the contact center and the role of agents
  • In-depth examination of the 11 key WFO/WEM suite components, including a comparative analysis of the functional capabilities of each application in the 7 featured solutions
  • Review of the WFO/WEM competitive landscape and vendor competitive positioning, including company snapshots of the featured WFO/WEM competitors
  • Comprehensive customer satisfaction survey results that measure and rank ratings across 10 vendor categories, 13 WFO/WEM modules, 11 product features and 10 suite capabilities
  • 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), workforce management (WFM), gamification, surveying, knowledge management (KM), and interaction analytics (IA)
  • Detailed company reports for the 10 WFO/WEM vendors covered in detail or at a high level, analyzing their products, functionality and future product development plans
  • Comprehensive WFO/WEM Vendor Directory
  1. Executive Summary
  2. Introduction
  3. DMG Consulting Research Methodology
    • 3.1 Report Participation Criteria
  4. Workforce Optimization/Workforce Engagement Management Suites Defined
    • 4.1 WFO/WEM Vendor Suite Overview
  5. WFO/WEM Trends and Challenges
    • 5.1 WFO/WEM Trends
    • 5.2 WFO/WEM Challenges
  6. Workforce Optimization/Workforce Engagement Management Market Innovation
    • 6.1 New Product Features
    • 6.2 Future Enhancements
  7. The Work-at-Home/Hybrid Contact Center Staffing Model
    • 7.1 The Hybrid Staffing Model
    • 7.2 Managing a Work-at-Home/Hybrid Staff
    • 7.3 Hiring and Onboarding Practices for a WAH/Hybrid Staffing Model
    • 7.4 Scheduling Practices for a WAH/Hybrid Staffing Model
  8. The Contact Center Journey: From Cost Center to Essential Corporate Contributor
    • 8.1 Digital Transformation Elevates Contact Centers
    • 8.2 Positioning Contact Centers for Success
  9. Workforce Optimization/Workforce Engagement Management for the Enterprise
    • 9.1 Making WFO/WEM Applications Available Throughout the Enterprise
  10. The Complete Suite: WFO/WEM Modules
    • 10.1 Recording
    • 10.2 Quality Management/Analytics-Enabled Quality Management
    • 10.3 Workforce Management
      • 10.3.1 New-Gen WFM is a Requirement for Today’s Workforce Challenges
    • 10.4 Interaction Analytics
      • 10.4.1 Interaction Analytics Application Building Blocks
      • 10.4.2 Interaction Analytics Core Functional Components
      • 10.4.3 Emotion Detection and Sentiment Analysis
    • 10.5 Surveying/VoC
    • 10.6 Performance Management
    • 10.7 Gamification
    • 10.8 Desktop Analytics
    • 10.9 Robotic Process Automation
    • 10.10 Knowledge Management
    • 10.11 Customer Journey Analytics
    • 10.12 Predictive Analytics
    • 10.13 Back-Office/Branch WFO/WEM
  11. WFO/WEM Competitive Landscape
    • 11.1 WFO/WEM Suite Competitive Positioning
    • 11.2 Company Snapshot
  12. High-Level Functional Summary
    • 12.1 WFO/WEM Functional Components
    • 12.2 Security and Compliance
    • 12.3 Dashboards, Reporting, and Analytics
      • 12.3.1 New Key Performance Metrics
  13. 13. WFO/WEM Vendor Satisfaction Analysis
    • 13.1 Summary of Survey Findings and Analysis: Vendor Categories
      • 13.1.1 Vendor Satisfaction by Category and Customer
    • 13.2 Summary of Survey Findings and Analysis: WFO/WEM Modules
      • 13.2.1 WFO/WEM Module Satisfaction, by Category and Customer
    • 13.3 Summary of Survey Findings and Analysis: WFO/WEM Product Features
      • 13.3.1 WFO/WEM Product Features Satisfaction, by Category and Customer
    • 13.4 Summary of Survey Findings and Analysis: WFO/WEM Suite Capabilities
      • 13.4.1 WFO/WEM Suite Capabilities Satisfaction, by Category and Customer
    • 13.5 Customer Background and Insights
      • 13.5.1 Channels Supported by the WFO/WEM Solution
      • 13.5.2 How the WFO/WEM Solution is Helping them Achieve their Contact Center/Servicing Goals
      • 13.5.3 Top 3 – 5 WFO/WEM Challenges
      • 13.5.4 Additional Comments
  14. Pricing
    • 14.1 Pricing for a 250-Seat Premise-Based WFO/WEM Solution
    • 14.2 Pricing for a 250-Seat Cloud-Based WFO/WEM Solution
  15. Company Reports
    • 15.1 Alvaria
    • 15.2 Authority Software
    • 15.3 Calabrio
    • 15.4 DVSAnalytics
    • 15.5 Eleveo
    • 15.6 Five9, Inc.
    • 15.7 NICE
    • 15.8 OnviSource
    • 15.9 Playvox
    • 15.10 Verint Systems

Appendix: WFO/WEM Vendor Directory

Table of Figures

  • Figure 1: Contact Center WFO/WEM Suite
  • Figure 2: Product Information
  • Figure 3: 2022 WFO/WEM Trends
  • Figure 4: 2022 WFO/WEM Challenges
  • Figure 5: New Product Features, by Vendor
  • Figure 6: Future Enhancements, by Category
  • Figure 7: Agile Hiring Methodology
  • Figure 8: The Agile Agent Scheduling Cycle
  • Figure 9.1: Remote Staff/Work-at-Home (WAH)
  • Figure 9.2: Remote Staff/Work-at-Home (WAH)
  • Figure 10: Intelligent Systems Transform the Agent Experience
  • Figure 11: WFO/WEM Employee Oversight Tools
  • Figure 12: Employee Productivity Bundle
  • Figure 13: Technically Advanced Recording
  • Figure 14.1: Recording
  • Figure 14.2: Recording
  • Figure 15: The AQM Process
  • Figure 16.1: Quality Management/Analytics-Enabled Quality Management (AQM)
  • Figure 16.2: Quality Management/Analytics-Enabled Quality Management (AQM)
  • Figure 17: Enterprise WFM Suite Components
  • Figure 18.1: Workforce Management (WFM)
  • Figure 18.2: Workforce Management (WFM)
  • Figure 19: Interaction Analytics
  • Figure 20: Interaction Analytics Technology Building Blocks
  • Figure 21.1: Interaction Analytics (IA)
  • Figure 21.2: Interaction Analytics (IA)
  • Figure 22.1: Emotion Detection and Sentiment Analysis
  • Figure 22.2: Emotion Detection and Sentiment Analysis
  • Figure 23: Surveying/VoC
  • Figure 24.1: Surveying/Voice of the Customer/Customer Experience (CX)
  • Figure 24.2: Surveying/Voice of the Customer/Customer Experience (CX)
  • Figure 25: Contact Center Performance Management
  • Figure 26.1: Contact Center Performance Management (CCPM)
  • Figure 26.2: Contact Center Performance Management (CCPM)
  • Figure 27.1: Gamification
  • Figure 27.2: Gamification
  • Figure 28.1: Desktop Analytics (DA)
  • Figure 28.2: Desktop Analytics (DA)
  • Figure 29.1: Attended and Unattended Robotic Process Automation (RPA)
  • Figure 29.2: Attended and Unattended Robotic Process Automation (RPA)
  • Figure 30: Knowledge Management
  • Figure 31.1: Knowledge Management (KM)
  • Figure 31.2: Knowledge Management (KM)
  • Figure 32: The Customer Journey Analytics Process
  • Figure 33.1: Customer Journey Analytics (CJA)
  • Figure 33.2: Customer Journey Analytics (CJA)
  • Figure 34.1: Artificial Intelligence, Machine Learning
  • Figure 34.2: Artificial Intelligence, Machine Learning
  • Figure 35.1: Back Office/Branch WFO/WEM
  • Figure 35.2: Back Office/Branch WFO/WEM
  • Figure 36: 2021 Contact Center WFO/WEM Suite Competitive
    Positioning
  • Figure 37.1: Company Information as of August 31, 2021
  • Figure 37.2: Company Information as of August 31, 2021
  • Figure 38.1: High-Level Functional Summary
  • Figure 38.2: High-Level Functional Summary
  • Figure 39.1: Security and Compliance
  • Figure 39.2: Security and Compliance
  • Figure 40.1: Dashboards, Reporting and Analytics
  • Figure 40.2: Dashboards, Reporting and Analytics
  • Figure 41: Internal vs. External KPIs
  • Figure 42: Standard Contact Center KPIs
  • Figure 43: Customer-Centric KPIs
  • Figure 44: Implicit Key Performance Indicators
  • Figure 45.1: KPIs
  • Figure 45.2: KPIs
  • Figure 46: Customer Survey Rating Categories
  • Figure 47: Average Vendor Satisfaction Ratings, by Category
  • Figure 48: WFO/WEM Product Suite Satisfaction Ratings, by Customer
  • Figure 49: Implementation Satisfaction Ratings, by Customer
  • Figure 50: Training Satisfaction Ratings, by Customer
  • Figure 51: Professional Services Satisfaction Ratings, by Customer
  • Figure 52: Ongoing Service and Support Satisfaction Ratings, by Customer
  • Figure 53: Innovation Satisfaction Ratings, by Customer
  • Figure 54: Responsiveness to Product Enhancement Requests
    Satisfaction Ratings, by Customer
  • Figure 55: Vendor Communication Satisfaction Ratings, by Customer
  • Figure 56: Pricing Satisfaction Ratings, by Customer
  • Figure 57: Overall Vendor Satisfaction Ratings, by Customer
  • Figure 58: Average WFO/WEM Modules Satisfaction Ratings, by Category
  • Figure 59: Omni-Channel Recording Satisfaction Ratings, by Customer
  • Figure 60: Omni-Channel Quality Management Satisfaction Ratings, by Customer
  • Figure 61: Analytics-Enabled Quality Management Satisfaction Ratings, by Customer
  • Figure 62: Workforce Management Satisfaction Ratings, by Customer
  • Figure 63: Interaction Analytics Satisfaction Ratings, by Customer
  • Figure 64: Surveying/VoC Satisfaction Ratings, by Customer
  • Figure 65: Performance Management Satisfaction Ratings, by Customer
  • Figure 66: Gamification Satisfaction Ratings, by Customer
  • Figure 67: Desktop Analytics Satisfaction Ratings, by Customer
  • Figure 68: Robotic Process Automation Satisfaction Ratings, by Customer
  • Figure 69: Knowledge Management Satisfaction Ratings, by Customer
  • Figure 70: Predictive Analytics Satisfaction Ratings, by Customer
  • Figure 71: Customer Journey Analytics Satisfaction Ratings, by Customer
  • Figure 72: Average WFO/WEM Product Features Satisfaction Ratings, by Category
  • Figure 73: Supervisor UI/UX Satisfaction Ratings, by Customer
  • Figure 74: Agent UI/UX Satisfaction Ratings, by Customer
  • Figure 75: Agent and Supervisor Mobile Apps Satisfaction Ratings, by Customer
  • Figure 76: Regulatory and Compliance Features Satisfaction Ratings, by Customer
  • Figure 77: System Security Satisfaction Ratings, by Customer
  • Figure 78: Artificial Intelligence Satisfaction Ratings, by Customer
  • Figure 79: Automation Satisfaction Ratings, by Customer
  • Figure 80: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
  • Figure 81: Level of Integration and Data Sharing between Modules Satisfaction Ratings, by Customer
  • Figure 82: Ability to Administer the Entire Suite from a Centralized Environment Satisfaction Ratings, by Customer
  • Figure 83: BI Capabilities Satisfaction Ratings, by Customer
  • Figure 84: WFO/WEM Suite Capabilities Satisfaction Ratings, by Category
  • Figure 85: Ability to Support the Unique Operational Requirements of each Voice and Digital Channel Satisfaction Ratings, by Customer
  • Figure 86: Ability to Provide Real-Time Agent Guidance Satisfaction
    Ratings, by Customer
  • Figure 87: Ability to Implement/Support Work-at-Home Programs Satisfaction Ratings, by Customer
  • Figure 88: Ability to Support a Hybrid Workforce of Human and Virtual Agents Satisfaction Ratings, by Customer
  • Figure 89: Ability to Integrate Contact Center and Back-Office
    Departments Satisfaction Ratings, by Customer
  • Figure 90: Ability to Engage, Motivate and Retain Agents Satisfaction Ratings, by Customer
  • Figure 91: Ability to Improve Agent Effectiveness Satisfaction Ratings, by Customer
  • Figure 92: Ability to Actively and Passively Capture the Voice of the
    Customer Satisfaction Ratings, by Customer
  • Figure 93: Ability to Understand the Cross-Channel Customer Journey Satisfaction Ratings, by Customer
  • Figure 94: Ability to Improve Productivity Satisfaction Ratings, by Customer
  • Figure 95: Channels Supported by the WFO/WEM Solution
  • Figure 96: How the WFO/WEM Solution is Helping Achieve Top Contact Center/Servicing Goals
  • Figure 97: Top 3 – 5 Challenges of your WFO/WEM Solution
  • Figure 98: Additional Comments about your Experience with the Vendor and/or Product.
  • Figure 99: Pricing for a Single-Site, 250-Seat Premise-Based Contact Center
  • Figure 100: Pricing for a Single-Site, 250-Seat Cloud-Based Contact Center
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