2022 – 2023 Workforce Management for the Enterprise Report

Published March 7, 2022

Contact centers and other people-intensive enterprise departments are looking to their vendors to help them manage their complex workforce scheduling requirements, including hybrid, on-site and work-at-home staffing. Managers need enhanced analytics to track productivity and performance, and the vendors are delivering new capabilities to properly handle changing workplace dynamics. 

AI-enabled new-gen WFM is revolutionizing the staffing paradigm 

New-gen workforce management (WFM) solutions perform the classic functions of a WFM application; however, the notable and exciting element in new-gen WFM is that employees have direct input and participate in every step of the planning process. Employees can even make changes after a schedule is generated, without penalty. Workforce management administrators/supervisors also benefit from new-gen WFM, as these solutions greatly reduce the time required to enter agent schedules and changes manually into the system, freeing them to focus their efforts on optimizing departmental performance. This drives positive impacts on the customer experience (CX) and benefits the culture and performance of the contact center or other departments utilizing the WFM solution, which improves the company’s bottom line.

Artificial intelligence (AI) is an essential enabler of many of the advancements in WFM solutions. AI makes it possible to manage the complexities associated with forecasting and scheduling digital channels – concurrency, asynchronous transactions, lapsed time, cross-channel interactions, etc. It increases the accuracy of forecasts and enables the application to auto-select the optimal algorithm for each situation. AI is used for real-time adaptive scheduling, which improves accuracy, flexibility and fairness. It also facilitates the handling of vacation planning, paid time off (PTO), voluntary time off (VTO), overtime (OT), shrinkage projections, and much more. In the future, DMG expects to see predictive analytics used to align WFM recommendations and schedules with contact centers’ core routing and queuing engines to improve the customer and agent experience while increasing productivity and reducing costs.

Authoritative and comprehensive analysis of this vital sector

The 2022-2023 Workforce Management for the Enterprise report is DMG Consulting’s sixteenth annual publication on the WFM market. The Report’s new name (formerly the Workforce Management Product and Market Report) reflects the growing benefits of WFM throughout the enterprise, beyond the contact center.

The Workforce Management for the Enterprise report presents an in-depth analysis of the contact center WFM market, the competitive landscape, vendors, product suites, technology and innovation. The Report examines the business, market and technology trends and challenges confronting contact centers in the midst of the Great Resignation. 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 2022 – 2023 Workforce Management for the Enterprise report features 5 WFM vendors: Alvaria, Calabrio, NICE, Puzzel and Verint. It also provides a high-level overview of two new competitors in the WFM arena: Authority Software and Playvox. This Report is intended to help contact center, back-office and branch operations leaders and chief operating officers (COOs) in companies of all sizes select a WFM solution and partner that best meet their unique requirements.

  • Overview of the functional components that comprise a WFM solution, including core and optional modules offered in the 5 featured WFM suites, and high-level functional capabilities
  • Market, business and technology trends and challenges that are driving enterprise investments and influencing product development
  • WFM market innovation, including a review of recently introduced features and functionality and what is planned for the next 12 –18 months
  • Exploration of the methodologies and applications of new-gen WFM and why it is a requirement to support the transformational changes needed in contact centers now and in the future
  • In-depth analysis of WFM modules that improve agent engagement and empowerment, including self-service and vacation/time-off management, eLearning/meeting management and performance reports
  • How AI is going to alter and improve contact center technology and operations during the next 5 – 20 years
  • Examination of WFM capabilities for back offices and branches and opportunities for applying WFM across the enterprise
  • WFM market activity analysis, adoption rates and 5-year market growth projections
  • Review and assessment of the WFM competitive landscape
  • Vendor pricing for 250-seat on-premise and cloud-based voice and digital channel WFM implementations, for core forecasting and scheduling plus incremental costs (if applicable) for intraday management, real-time adherence, agent self-service, vacation/time-off management, eLearning/meeting management, long-term strategic planning, hiring management, workspace allocation, gamification, mobility, back-office and branch WFM
  • Comprehensive customer satisfaction survey results that measure and rank ratings across 10 vendor categories, 10 WFM suite modules, and 11 product capabilities
  • Detailed company reports for the 7 leading and contending WFM vendors, analyzing their products, functionality and future product development plans
  • WFM Vendor Directory
  1. Executive Summary
  2. Introduction
  3. DMG Consulting Research Methodology
    • 3.1 Report Participation Criteria
  4. Workforce Management Suites Defined
    • 4.1 Workforce Management Vendor Suite Overview
    • 4.2 High-Level Functional Overview
  5. Workforce Management Trends and Challenges
    • 5.1 Workforce Management Trends
    • 5.2 Workforce Management Challenges
  6. Workforce Management Market Innovation
    • 6.1 New Product Features
    • 6.2 Future Enhancements
  7. New-Gen WFM
    • 7.1 Omni-Channel Requirements
    • 7.2 Omni-Channel Forecasting and Scheduling
    • 7.3 Real-Time Intraday Management and Intelligent Adaptive Scheduling
    • 7.4 Real-Time Adherence
    • 7.5 Shrinkage
    • 7.6 Long-Term Planning
    • 7.7 The Work-at-Home/Hybrid Staffing Model
    • 7.8 Workspace Allocation
    • 7.9 Hiring Management
  8. The Agent Experience
    • 8.1 Agent Self-Service
    • 8.2 Gamification
    • 8.3 eLearning/Meeting Management
    • 8.4 Dashboards, Reporting and KPIs
  9. AI: The “Brains” of the Operation
    • 9.1 Artificial Intelligence in WFM Solutions
  10. WFM for the Enterprise: Back-Office, Branch and Beyond
    • 10.1 Back-Office/Branch WFM
    • 10.2 Leveraging WFM Across the Enterprise
  11. Workforce Management Market Activity Analysis
    • 11.1 Validating Market Numbers
    • 11.2 WFM Market Share Analysis
  12. WFM Adoption Rate
  13. WFM Market Projections
  14. WFM Competitive Landscape
    • 14.1 Company Snapshot
  15. Workforce Management Vendor Satisfaction Analysis
    • 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: WFM Suite Modules
      • 15.2.1 WFM Modules Satisfaction, by Category and Customer
    • 15.3 Summary of Survey Findings and Analysis: WFM Product Capabilities
      • 15.3.1 WFM Product Capabilities Satisfaction, by Category and Customer
    • 15.4 Customer Background and Insights
      • 15.4.1 Channels Supported by the WFM Solution
      • 15.4.2 Other Enterprise Departments Using the WFM Solution
      • 15.4.3 Top 3 – 5 WFM Challenges
      • 15.4.4 Additional Comments
  16. Pricing
    • 16.1 Pricing for a 250-Seat Premise-Based WFM Solution
    • 16.2 Pricing for a 250-Seat Cloud-Based WFM Solution
  17. Company Reports
    • 17.1 Alvaria
    • 17.2 Authority Software
    • 17.3 Calabrio
    • 17.4 NICE
    • 17.5 Playvox
    • 17.6 Puzzel Ltd.
    • 17.7 Verint Systems
  18. Appendix: Workforce Management Vendor Directory

Table of Figures

  • Figure 1: Enterprise WFM Suite Components
  • Figure 2: Product Information and High-Level Suite Components
  • Figure 3: High-Level Functional Summary
  • Figure 4: WFM Trends
  • Figure 5: WFM Challenges
  • Figure 6: New Product Features, by Vendor
  • Figure 7: Future Enhancements, by Category
  • Figure 8: New-Gen WFM Workflow
  • Figure 9: Omni-Channel (Voice and Digital) WFM Requirements
  • Figure 10: Omni-Channel Forecasting and Scheduling
  • Figure 11: Real-Time Intraday Management and Intelligent Adaptive Scheduling
  • Figure 12: Real-Time Intraday Management and Intelligent Adaptive Scheduling
  • Figure 13: Real-Time Adherence
  • Figure 14: Shrinkage
  • Figure 15: Long-Term Strategic Planning
  • Figure 16: The Staffing Debate
  • Figure 17: Hybrid Workforce
  • Figure 18: Workspace Allocation
  • Figure 19: Agile Hiring Methodology
  • Figure 20: Hiring Management
  • Figure 21: Where do you plan to have your contact center/customer service staff work in 2022?
  • Figure 22: Agent Self-Service/Mobility Empowerment
  • Figure 23: Agent Self-Service
  • Figure 24: Gamification
  • Figure 25: Gamification
  • Figure 26: eLearning/Meeting Management
  • Figure 27: Reports, Dashboards, Alerts, KPIs & Metrics
  • Figure 28: Dashboards, Reporting and KPIs
  • Figure 29: The Contact Center AI Hub/Brain
  • Figure 30: Artificial Intelligence
  • Figure 31: Back-Office/Branch
  • Figure 32: WFM for the Enterprise
  • Figure 33: WFM Market Activity, as of October 31, 2021
  • Figure 34: WFM Market Share by Number of Seats, as of October 31, 2021
  • Figure 35: WFM Market Share by Number of Seats, as of October 31, 2021
  • Figure 36: Total Number of WFM Seats and Customers, 2021 vs. 2020 Comparison
  • Figure 37: Total Number of WFM Seats, 2012 – 2021 Trends
  • Figure 38: WFM Revenue Projections, 2022 – 2026
  • Figure 39: Company Information as of October 31, 2021
  • Figure 40: Customer Survey Rating Categories
  • Figure 41: Average Vendor Satisfaction Ratings, by Category
  • Figure 42: Product Satisfaction Ratings, by Customer
  • Figure 43: Implementation Satisfaction Ratings, by Customer
  • Figure 44: Professional Services Satisfaction Ratings, by Customer
  • Figure 45: Training Satisfaction Ratings, by Customer
  • Figure 46: Ongoing Service and Support Satisfaction Ratings, by Customer
  • Figure 47: Product Innovation Satisfaction Ratings, by Customer
  • Figure 48: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
  • Figure 49: Vendor Communication Satisfaction Ratings, by Customer
  • Figure 50: Product Pricing Satisfaction Ratings, by Customer
  • Figure 51: Overall Vendor Satisfaction Ratings, by Customer
  • Figure 52: Average WFM Suite Modules Satisfaction Ratings, by Category
  • Figure 53: Omni-Channel Forecasting Satisfaction Ratings, by Customer
  • Figure 54: Multi-Skill Scheduling Satisfaction Ratings, by Customer
  • Figure 55: Intraday Management Satisfaction Ratings, by Customer
  • Figure 56: Adaptive Real-Time Intelligent Intraday Management Satisfaction Ratings, by Customer
  • Figure 57: Real-Time Agent Adherence Satisfaction Ratings, by Customer
  • Figure 58: Agent Self-Service Satisfaction Ratings, by Customer
  • Figure 59: eLearning/Meeting Management Satisfaction Ratings, by Customer
  • Figure 60: Vacation/Time-Off Management Satisfaction Ratings, by Customer
  • Figure 61: Long-Term Strategic Planning Satisfaction Ratings, by Customer
  • Figure 62: Gamification Satisfaction Ratings, by Customer
  • Figure 63: Average WFM Product Capabilities Satisfaction Ratings, by Category
  • Figure 64: Support the Unique Requirements of each Voice and Digital Channel Satisfaction Ratings, by Customer
  • Figure 65: Support Environments where Agents Dynamically Move from One Channel to Another Satisfaction Ratings, by Customer
  • Figure 66: Support Environments where Interactions Pivot between Channels Satisfaction Ratings, by Customer
  • Figure 67: Support a Hybrid Workforce Consisting of On-Site and Work-at-Home Agents and Intelligent Self-Service Solutions Satisfaction Ratings, by Customer
  • Figure 68: Support Geographically Dispersed Agents Satisfaction Ratings, by Customer
  • Figure 69: Automatically Determine the Forecasting/Scheduling Algorithm or Model Most Likely to Produce Optimal Results Satisfaction Ratings, by Customer
  • Figure 70: Manage Real-Time Adherence, Exceptions and Shrinkage Satisfaction Ratings, by Customer
  • Figure 71: Provide Agents with Autonomy to Self-Manage Availability, Schedule Preferences, Time-Off, and Ad Hoc Schedule Changes Satisfaction Ratings, by Customer
  • Figure 72: Create Effective Long-Term Multi-Skill Hiring/Staffing/Training Plans Satisfaction Ratings, by Customer
  • Figure 73: Leverage AI and Machine Learning to Automate Processes Based on Real-Time Conditions and Variances Satisfaction Ratings, by Customer
  • Figure 74: Customize/Capture KPIs and Metrics to Measure Contact Center and Agent Performance Satisfaction Ratings, by Customer
  • Figure 75: Channels Supported by the WFM Solution
  • Figure 76: Enterprise Departments Using the WFM Solution
  • Figure 77: Top 3 – 5 Challenges of your WFM Solution
  • Figure 78: Additional Comments about your Experience with the Vendor and/or Product.
  • Figure 79: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Premise-Based Voice and Digital Channel Solution
  • Figure 80: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Cloud-Based Voice and Digital Channel Solution
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