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2016-2017 Workforce Optimization (WFO) Product and Market Report

2016-2017 Workforce Optimization (WFO) Product and Market Report

2016 was a highly disruptive year for the WFO market, due to the busiest round of merger and acquisition (M&A) activity in its history. But that is just the beginning of what promises to be a major overhaul of the WFO market. Analytics – speech, text, desktop and, increasingly, customer journey – represent the future of WFO.

Flagship Report That Sets the Industry Standard

DMG Consulting LLC’s annual Workforce Optimization Product and Market Report analyzes the workforce optimization (WFO) market and product suites. WFO suites come with core recording and quality assurance/quality management (QA/QM) applications, which can be accompanied by as many as ten additional applications: workforce management (WFM), coaching, eLearning, contact center performance management (CCPM), enterprise feedback management (EFM)/voice of the customer (VoC)/surveying, speech analytics, text analytics, desktop analytics, gamification and customer journey analytics (CJA).

The 2016 – 2017 Workforce Optimization Product and Market Report provides the most comprehensive and accurate coverage of this transforming technology sector. The 473-page Report presents all of the vendor, product, functional, technical, pricing and operational data that contact center, IT and enterprise leaders need to find the right solution and vendor to meet their organization’s current and future WFO requirements for both the front and back office.  The Report also provides an insightful analysis of WFO market activity for the first half of 2016, and provides 5-year market projections for the 12 WFO application components.

The 2016 – 2017 edition of the Workforce Optimization Product and Market Report covers 9 leading and contending vendors at a detailed level. These vendors are: Aspect, Calabrio, dvsAnalytics, inContact, NICE, OnviSource, TelStrat, Verint, and ZOOM International. Each year the list of vendors changes based on participation criteria, customer requests and changing market dynamics.

Key components of this Report are:

  • QM/liability recording market segments and vendor-supported activities
  • Functional and technical building blocks and defining characteristics of contact center WFO suites
  • Service deployment options for WFO solutions: on-premise, cloud, managed service and hybrid, including the pros and cons of each model
  • Market and business trends and challenges that are driving enterprise investments and influencing vendor innovation
  • WFO market innovation, including a review of recently introduced functionality and what is planned for the next 12 – 18 months
  • Examination of the increasing importance of analytics in WFO suites and WFO vendor analytics offerings
  • Discussion of analytics-enabled quality assurance (AQA) and how it can improve agent performance and customer satisfaction and enhance contact center performance
  • An insightful look at how WFO suites and best practices can be leveraged to engage and empower today’s Millennial workforce
  • Discussion of the importance of omni-channel customer engagement and the applications and strategies to support a seamless cross-channel customer experience
  • Explanation of how WFO suites support the top contact center servicing trends and initiatives
  • Detailed revenue and market share analyses featuring first-half 2016 vs. first-half 2015 revenue comparisons, by vendor, based on GAAP revenue for total company, the contact center WFO segment, the quality management/recording (WFO) sector, voice recording, contact center and non-contact-center voice recording, and QA/QM
  • 5-year WFO market projections for 2016 – 2020
  • Review and assessment of the rapidly changing WFO competitive landscape, market consolidation and acquisition activity over the past 12 months, and vendor competitive positioning
  • Overview of the 9 leading and contending WFO vendors, including company snapshots, go-to-market strategy, WFO suite overviews and packaged offerings
  • Comparative analyses of the key functional capabilities of the 9 featured WFO suites
  • Comprehensive customer satisfaction survey results that measure and rank ratings across 15 product components, 15 effectiveness categories and 11 vendor categories
  • Detailed pricing analysis for a 250-seat on-premise, cloud-based and managed service QM/recording/coaching implementation, including incremental costs for WFM, CCPM, EFM, speech, text and desktop analytics, and gamification
  • Detailed company reports for the 9 leading and contending WFO vendors, 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. Quality Management/Liability Recording Market Segments
    5. Workforce Optimization Defined
      5.1 WFO Functional and Technical Framework
      5.2 Characteristics of a WFO Suite
      5.3 High-Level Vendor Suite Capabilities
      5.4 Suite Benefits
      5.5 WFO Suite Integration
      5.6 Implementation and ROI Analysis
    6. Service Delivery Models for WFO Solutions
      6.1 DMG Service Delivery Definitions
      6.2 Vendor Service Delivery Options
    7. Workforce Optimization Market Trends and Challenges
      7.1 Workforce Optimization Trends
      7.2 Workforce Optimization Challenges
    8. WFO Market Innovation
      8.1 New Product Features
      8.2 Future Enhancements
    9. Analytics is the Future of WFO
      9.1 WFO Vendor Analytics Offerings
      9.2 Speech Analytics
      9.2.1 How Speech Analytics Works
      9.3 Text Analytics
      9.4 Desktop Analytics
      9.5 Customer Journey Analytics
      9.6 Predictive Analytics
    10. It’s Time to Adopt Analytics-Enabled Quality Assurance
    11. Best Practices for Managing and Engaging Millennials
      11.1 Creating a Cycle of Success for Agents
      11.2 Agent Engagement Applications
      11.3 Top Strategies for Engaging Agents
    12. Omni-Channel Customer Engagement
      12.1 Voice Remains a Vital Channel
      12.2 Emergence of Video
      12.3 Vendor Omni-Channel Capabilities
    13. Using WFO to Support Top Servicing Trends
    14. WFO Market Activity Analysis
      14.1 Financial Information Sources
      14.2 WFO Market Consolidation
      14.3 Debates about Methodology
      14.4 Methodology
      14.5 Total GAAP Revenue and Market Share, First-Half 2016 vs. First-Half 2015 (all QM/recording-related vendors)
      14.6 Total Contact Center WFO Revenue and Market hare, First-Half 2016 vs. First-Half 2015
      14.7 Total Voice Recording Revenue and Market Share, First-Half 2016 vs. First-Half 2015 Comparison
      14.8 QM/QA Application Revenue and Market Share, First-Half 2016 vs. First-Half 2015 Comparison
    15. WFO Market Projections for 2016 through 2020
    16. WFO Competitive Landscape
      16.1 Contact Center WFO Vendor Summaries
    17. WFO Vendors and Solutions
      17.1 Company Snapshot
      17.2 Vendor Strategy
      17.3 Vendor WFO Suite Overview
      17.4 Packaged Offerings
    18. Core Functional Analysis
      18.1 Recording
      18.2 Quality Assurance/Quality Management
      18.3 Coaching and eLearning
      18.4 Dashboards and Reporting
      18.5 Security
      18.6 Compliance
    19. Other WFO Components
      19.1 WFM
      19.2 Performance Management
      19.3 Gamification
      19.4 Enterprise Feedback Management/Voice of the Customer/Surveying
    20. WFO Vendor Satisfaction Analysis
      20.1 Summary of Survey Findings and Analysis
      20.2 Detailed Survey Findings and Analysis
      20.3 Vendor Satisfaction by Category
      20.4 Customer Background and Insights
      20.4.1 Customer Background
      20.4.2. Benefits from Using a WFO Solution
      20.4.3 Strengths of WFO Solutions
      20.4.4 Product Enhancements
      20.4.5 Additional Comments
    21. Pricing
      21.1 Premise-Based Price Range, by Solution
      21.2 Premise-Based Pricing for QA, Recording and Coaching
      21.3 Premise-Based Pricing for Incremental Workforce Optimization Modules
      21.4 Cloud-Based Pricing for QA, Recording and Coaching
      21.5 Cloud-Based Pricing for Incremental Workforce Optimization Modules
      21.6 Managed Service Pricing for QA, Recording and Coaching
      21.7 Managed Service Pricing for Incremental Workforce Optimization Modules
    22. Company Reports
      22.1 Aspect Software, Inc.
      22.2 Calabrio
      22.3 dvsAnalytics
      22.4 inContact, Inc.
      22.5 NICE
      22.6 OnviSource
      22.7 TelStrat International, LTD
      22.8 Verint Systems
      22.9 ZOOM International

Appendix: WFO Vendor Directory

Table of Figures
Figure 1: WFO Market Segments
Figure 2: Business Activities
Figure 3: Contact Center Workforce Optimization Suite
Figure 4: WFO Functional and Technical Framework
Figure 5: Technical and Functional Characteristics and Benefits of a WFO Suite
Figure 6.1: High-Level WFO Suite Capabilities
Figure 6.2: High-Level WFO Suite Capabilities
Figure 7: Top 10 Benefits from Buying a Suite Versus Individual Modules, by Vendor
Figure 8: WFO Suite Integration
Figure 9: Implementation and ROI Time Frames
Figure 10: Service Delivery Models, Advantages and Disadvantages
Figure 11: DMG’s Service Delivery Model Definitions
Figure 12 : Vendor Service Delivery Options
Figure 13: Workforce Optimization Trends
Figure 14: Workforce Optimization Challenges
Figure 15: New Product Features
Figure 16: New Product Features, by Category
Figure 17: Future Enhancements
Figure 18: WFO Vendor Analytics Offerings
Figure 19.1: Speech Analytics
Figure 19.2: Speech Analytics
Figure 20.1: Text Analytics
Figure 20.2: Text Analytics
Figure 21.1: Desktop Analytics
Figure 21.2: Desktop Analytics
Figure 22.1: Customer Journey Analytics (CJA)
Figure 22.2: Customer Journey Analytics (CJA)
Figure 23.1: Predictive Analytics
Figure 23.2: Predictive Analytics
Figure 24: Analytics-Enabled QA
Figure 25.1: Analytics-Enabled Quality Assurance (AQA)
Figure 25.2: Analytics-Enabled Quality Assurance (AQA)
Figure 26: Agent Cycle for Success
Figure 27: Top Strategies for Engaging Agents
Figure 28: Omni-Channel Contact Center
Figure 29: Video Uses and Benefits
Figure 30: Multi/Omni-Channel Capabilities
Figure 31.1: Using WFO Solution to Support Top Servicing Trends
Figure 31.2: Using WFO Solution to Support Top Servicing Trends
Figure 32: Total Company GAAP Revenue and Market Share, First-Half 2016 vs. First-Half 2015 Comparison
Figure 33: Contact Center WFO Revenue and Market Share, First-Half 2016 vs. First-Half 2015 Comparison
Figure 34: Total Voice Recording, First-Half 2016 vs. First-Half 2015 Comparison
Figure 35: QM/QA Applications Revenue and Market Share, First-Half 2016 vs. First-Half 2015 Comparison
Figure 36: WFO Application Projections, 2016 – 2020
Figure 37: 2017 Contact Center WFO Suite Execution/Innovation Competitive Positioning
Figure 38.1: Company Information
Figure 38.2: Company Information
Figure 39: Vendor Strategy
Figure 40: High-Level Vendor WFO Suite Components
Figure 41: Packaged Offerings
Figure 42.1: Recording
Figure 42.2: Recording
Figure 43.1: QA/QM
Figure 43.2: QA/QM
Figure 44.1: Coaching and eLearning
Figure 44.2: Coaching and eLearning
Figure 45.1: Dashboards, Reporting and Analytics
Figure 45.2: Dashboards, Reporting and Analytics
Figure 46.1: Security
Figure 46.2: Security
Figure 47.1: Compliance Features
Figure 47.2: Compliance Features
Figure 48: Contact Center WFM Building Blocks
Figure 49.1: Workforce Management (WFM)
Figure 49.2: Workforce Management (WFM)
Figure 50: Historical vs. Real-Time Performance Management
Figure 51.1: Performance Management
Figure 51.2: Performance Management
Figure 52.1: Gamification
Figure 52.2: Gamification
Figure 53.1: Enterprise Feedback Management (EFM)/Voice of the Customer VoC)/Surveying
Figure 53.2: Enterprise Feedback Management (EFM)/Voice of the Customer VoC)/Surveying
Figure 54: Customer Survey Rating Categories
Figure 55: Average Satisfaction Ratings, by Category
Figure 56: Product Satisfaction Ratings by Category
Figure 57: Supervisor Interface Satisfaction Ratings, by Customer
Figure 58: Agent Interface Satisfaction Ratings, by Customer
Figure 59: Recording Feature Set Satisfaction Ratings, by Customer
Figure 60: Quality Assurance/Management Satisfaction Ratings, by Customer=
Figure 61: Analytics-Enabled QA Satisfaction Ratings, by Customer
Figure 62: Omni-channel Capabilities Satisfaction Ratings, by Customer=
Figure 63: Coaching Capabilities Satisfaction Ratings, by Customer
Figure 64: Historical Reporting Satisfaction Ratings, by Customer
Figure 65: Real-Time Reporting Satisfaction Ratings, by Customer
Figure 66: Ad Hoc Reporting Satisfaction Ratings, by Customer
Figure 67: Dashboards Satisfaction Ratings, by Customer
Figure 68: Overall Breadth of Suite Functionality Satisfaction Ratings, by Customer
Figure 69: Security Features Satisfaction Ratings, by Customer
Figure 70: Ease of Administration/Configuration/Use Satisfaction Ratings, by Customer
Figure 71: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
Figure 72: Product Effectiveness Ratings by Category
Figure 73: Ability to Reduce the Cost of Service Satisfaction Ratings, by Customer=
Figure 74: Ability to Improve Productivity Satisfaction Ratings, by Customer=
Figure 75: Ability to Reduce Operating Costs Satisfaction Ratings, by Customer=
Figure 76: Enhance Omni-Channel Service Quality Satisfaction Ratings, by Customer=
Figure 77: Address Regulatory and Compliance Requirements Satisfaction Ratings, by Customer
Figure 78: Deliver an Outstanding Customer Experience Satisfaction Ratings, by Customer
Figure 79: Reduce Customer Effort Satisfaction Ratings, by Customer
Figure 80: Improve Cross-Departmental Coordination Satisfaction Ratings, by Customer=
Figure 81: Ability to Bring Together Front and Back-Office Departments Satisfaction Ratings, by Customer
Figure 82: Ability to Track and Improve the Cross-Channel Customer Journey Satisfaction Ratings, by Customer
Figure 83: Ability to Increase Sales Satisfaction Ratings, by Customer
Figure 84: Ability to Enhance Customer Engagement Satisfaction Ratings, by Customer=
Figure 85: Ability to Enhance Staff Engagement Satisfaction Ratings, by Customer
Figure 86: Ability to Reduce Agent Attrition Satisfaction Ratings, by Customer
Figure 87: Ability to Address the Big Data Challenge Satisfaction Ratings, by Customer
Figure 88: Ability to Enhance Reporting and Analytics Satisfaction Ratings, by Customer
Figure 89: Current Product Satisfaction Ratings, by Customer
Figure 90: Implementation Satisfaction Ratings, by Customer
Figure 91: Training Satisfaction Ratings, by Customer
Figure 92: Professional Services Satisfaction Ratings, by Customer
Figure 93: Ongoing Service and Support Satisfaction Ratings, by Customer
Figure 94 Planned Product Innovation Satisfaction Ratings, by Customer
Figure 95: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
Figure 96: Vendor Communication Satisfaction Ratings, by Customer
Figure 97: Cloud Capabilities Satisfaction Ratings, by Customer
Figure 98: Pricing Satisfaction Ratings, by Customer
Figure 99: Overall Vendor Satisfaction Ratings, by Customer
Figure 100: Which of your vendors WFO modules are you using?
Figure 101: What channels do you use your WFO solution to support?
Figure 102: What were the top 3 – 5 benefits you have gained from using the WFO system?
Figure 103: Please tell us the top 3 – 5 strengths of your WFO solution.
Figure 104: Please list the product enhancements you would like to see.
Figure 105: Additional comments about your experience with the vendor and/or product
Figure 106: 2016 Premise-Based Price Ranges By Solution
Figure 107.1: Pricing for QA/Recording/Coaching, Single-Site, 250-Seat Contact Center; Premise-Based
Figure 107.2: Pricing: Pricing for QA/Recording/Coaching, Single-Site, 250-Seat Contact Center; Premise-Based
Figure 108.1: Pricing: Enterprise Pricing for Incremental Modules, Single-Site, 250-Seat Contact Center; Premise-Based
Figure 108.2: Pricing: Enterprise Pricing for Incremental Modules, Single-Site, 250-Seat Contact Center; Premise-Based
Figure 109.1: Pricing: Pricing for QA/Recording/Coaching, Single-Site, 250-Seat Contact Center; Cloud-Based
Figure 109.2: Pricing: Pricing for QA/Recording/Coaching, Single-Site, 250-Seat Contact Center; Cloud-Based,
Figure 110.1: Pricing: Pricing for Incremental Modules, Single-Site, 250-Seat Contact Center; Cloud-Based
Figure 110.2: Pricing: Enterprise Pricing for Incremental Modules, Single-Site, 250-Seat Contact Center; Cloud-Based
Figure 111: Pricing: Pricing for QA/Recording/Coaching, Single-Site, 250-Seat Contact Center; Managed Service
Figure 112: Pricing: Pricing for Incremental Modules, Single-Site, 250-Seat Contact Center; Managed Service

+ Key Components

Key components of this Report are:

  • QM/liability recording market segments and vendor-supported activities
  • Functional and technical building blocks and defining characteristics of contact center WFO suites
  • Service deployment options for WFO solutions: on-premise, cloud, managed service and hybrid, including the pros and cons of each model
  • Market and business trends and challenges that are driving enterprise investments and influencing vendor innovation
  • WFO market innovation, including a review of recently introduced functionality and what is planned for the next 12 – 18 months
  • Examination of the increasing importance of analytics in WFO suites and WFO vendor analytics offerings
  • Discussion of analytics-enabled quality assurance (AQA) and how it can improve agent performance and customer satisfaction and enhance contact center performance
  • An insightful look at how WFO suites and best practices can be leveraged to engage and empower today’s Millennial workforce
  • Discussion of the importance of omni-channel customer engagement and the applications and strategies to support a seamless cross-channel customer experience
  • Explanation of how WFO suites support the top contact center servicing trends and initiatives
  • Detailed revenue and market share analyses featuring first-half 2016 vs. first-half 2015 revenue comparisons, by vendor, based on GAAP revenue for total company, the contact center WFO segment, the quality management/recording (WFO) sector, voice recording, contact center and non-contact-center voice recording, and QA/QM
  • 5-year WFO market projections for 2016 – 2020
  • Review and assessment of the rapidly changing WFO competitive landscape, market consolidation and acquisition activity over the past 12 months, and vendor competitive positioning
  • Overview of the 9 leading and contending WFO vendors, including company snapshots, go-to-market strategy, WFO suite overviews and packaged offerings
  • Comparative analyses of the key functional capabilities of the 9 featured WFO suites
  • Comprehensive customer satisfaction survey results that measure and rank ratings across 15 product components, 15 effectiveness categories and 11 vendor categories
  • Detailed pricing analysis for a 250-seat on-premise, cloud-based and managed service QM/recording/coaching implementation, including incremental costs for WFM, CCPM, EFM, speech, text and desktop analytics, and gamification
  • Detailed company reports for the 9 leading and contending WFO vendors, analyzing their products, functionality and future product development plans
  • Comprehensive WFO Vendor Directory
+ Table of Contents
    1. Executive Summary
    2. Introduction
    3. DMG Consulting Research Methodology
      3.1 Report Participation Criteria
    4. Quality Management/Liability Recording Market Segments
    5. Workforce Optimization Defined
      5.1 WFO Functional and Technical Framework
      5.2 Characteristics of a WFO Suite
      5.3 High-Level Vendor Suite Capabilities
      5.4 Suite Benefits
      5.5 WFO Suite Integration
      5.6 Implementation and ROI Analysis
    6. Service Delivery Models for WFO Solutions
      6.1 DMG Service Delivery Definitions
      6.2 Vendor Service Delivery Options
    7. Workforce Optimization Market Trends and Challenges
      7.1 Workforce Optimization Trends
      7.2 Workforce Optimization Challenges
    8. WFO Market Innovation
      8.1 New Product Features
      8.2 Future Enhancements
    9. Analytics is the Future of WFO
      9.1 WFO Vendor Analytics Offerings
      9.2 Speech Analytics
      9.2.1 How Speech Analytics Works
      9.3 Text Analytics
      9.4 Desktop Analytics
      9.5 Customer Journey Analytics
      9.6 Predictive Analytics
    10. It’s Time to Adopt Analytics-Enabled Quality Assurance
    11. Best Practices for Managing and Engaging Millennials
      11.1 Creating a Cycle of Success for Agents
      11.2 Agent Engagement Applications
      11.3 Top Strategies for Engaging Agents
    12. Omni-Channel Customer Engagement
      12.1 Voice Remains a Vital Channel
      12.2 Emergence of Video
      12.3 Vendor Omni-Channel Capabilities
    13. Using WFO to Support Top Servicing Trends
    14. WFO Market Activity Analysis
      14.1 Financial Information Sources
      14.2 WFO Market Consolidation
      14.3 Debates about Methodology
      14.4 Methodology
      14.5 Total GAAP Revenue and Market Share, First-Half 2016 vs. First-Half 2015 (all QM/recording-related vendors)
      14.6 Total Contact Center WFO Revenue and Market hare, First-Half 2016 vs. First-Half 2015
      14.7 Total Voice Recording Revenue and Market Share, First-Half 2016 vs. First-Half 2015 Comparison
      14.8 QM/QA Application Revenue and Market Share, First-Half 2016 vs. First-Half 2015 Comparison
    15. WFO Market Projections for 2016 through 2020
    16. WFO Competitive Landscape
      16.1 Contact Center WFO Vendor Summaries
    17. WFO Vendors and Solutions
      17.1 Company Snapshot
      17.2 Vendor Strategy
      17.3 Vendor WFO Suite Overview
      17.4 Packaged Offerings
    18. Core Functional Analysis
      18.1 Recording
      18.2 Quality Assurance/Quality Management
      18.3 Coaching and eLearning
      18.4 Dashboards and Reporting
      18.5 Security
      18.6 Compliance
    19. Other WFO Components
      19.1 WFM
      19.2 Performance Management
      19.3 Gamification
      19.4 Enterprise Feedback Management/Voice of the Customer/Surveying
    20. WFO Vendor Satisfaction Analysis
      20.1 Summary of Survey Findings and Analysis
      20.2 Detailed Survey Findings and Analysis
      20.3 Vendor Satisfaction by Category
      20.4 Customer Background and Insights
      20.4.1 Customer Background
      20.4.2. Benefits from Using a WFO Solution
      20.4.3 Strengths of WFO Solutions
      20.4.4 Product Enhancements
      20.4.5 Additional Comments
    21. Pricing
      21.1 Premise-Based Price Range, by Solution
      21.2 Premise-Based Pricing for QA, Recording and Coaching
      21.3 Premise-Based Pricing for Incremental Workforce Optimization Modules
      21.4 Cloud-Based Pricing for QA, Recording and Coaching
      21.5 Cloud-Based Pricing for Incremental Workforce Optimization Modules
      21.6 Managed Service Pricing for QA, Recording and Coaching
      21.7 Managed Service Pricing for Incremental Workforce Optimization Modules
    22. Company Reports
      22.1 Aspect Software, Inc.
      22.2 Calabrio
      22.3 dvsAnalytics
      22.4 inContact, Inc.
      22.5 NICE
      22.6 OnviSource
      22.7 TelStrat International, LTD
      22.8 Verint Systems
      22.9 ZOOM International

Appendix: WFO Vendor Directory

Table of Figures
Figure 1: WFO Market Segments
Figure 2: Business Activities
Figure 3: Contact Center Workforce Optimization Suite
Figure 4: WFO Functional and Technical Framework
Figure 5: Technical and Functional Characteristics and Benefits of a WFO Suite
Figure 6.1: High-Level WFO Suite Capabilities
Figure 6.2: High-Level WFO Suite Capabilities
Figure 7: Top 10 Benefits from Buying a Suite Versus Individual Modules, by Vendor
Figure 8: WFO Suite Integration
Figure 9: Implementation and ROI Time Frames
Figure 10: Service Delivery Models, Advantages and Disadvantages
Figure 11: DMG’s Service Delivery Model Definitions
Figure 12 : Vendor Service Delivery Options
Figure 13: Workforce Optimization Trends
Figure 14: Workforce Optimization Challenges
Figure 15: New Product Features
Figure 16: New Product Features, by Category
Figure 17: Future Enhancements
Figure 18: WFO Vendor Analytics Offerings
Figure 19.1: Speech Analytics
Figure 19.2: Speech Analytics
Figure 20.1: Text Analytics
Figure 20.2: Text Analytics
Figure 21.1: Desktop Analytics
Figure 21.2: Desktop Analytics
Figure 22.1: Customer Journey Analytics (CJA)
Figure 22.2: Customer Journey Analytics (CJA)
Figure 23.1: Predictive Analytics
Figure 23.2: Predictive Analytics
Figure 24: Analytics-Enabled QA
Figure 25.1: Analytics-Enabled Quality Assurance (AQA)
Figure 25.2: Analytics-Enabled Quality Assurance (AQA)
Figure 26: Agent Cycle for Success
Figure 27: Top Strategies for Engaging Agents
Figure 28: Omni-Channel Contact Center
Figure 29: Video Uses and Benefits
Figure 30: Multi/Omni-Channel Capabilities
Figure 31.1: Using WFO Solution to Support Top Servicing Trends
Figure 31.2: Using WFO Solution to Support Top Servicing Trends
Figure 32: Total Company GAAP Revenue and Market Share, First-Half 2016 vs. First-Half 2015 Comparison
Figure 33: Contact Center WFO Revenue and Market Share, First-Half 2016 vs. First-Half 2015 Comparison
Figure 34: Total Voice Recording, First-Half 2016 vs. First-Half 2015 Comparison
Figure 35: QM/QA Applications Revenue and Market Share, First-Half 2016 vs. First-Half 2015 Comparison
Figure 36: WFO Application Projections, 2016 – 2020
Figure 37: 2017 Contact Center WFO Suite Execution/Innovation Competitive Positioning
Figure 38.1: Company Information
Figure 38.2: Company Information
Figure 39: Vendor Strategy
Figure 40: High-Level Vendor WFO Suite Components
Figure 41: Packaged Offerings
Figure 42.1: Recording
Figure 42.2: Recording
Figure 43.1: QA/QM
Figure 43.2: QA/QM
Figure 44.1: Coaching and eLearning
Figure 44.2: Coaching and eLearning
Figure 45.1: Dashboards, Reporting and Analytics
Figure 45.2: Dashboards, Reporting and Analytics
Figure 46.1: Security
Figure 46.2: Security
Figure 47.1: Compliance Features
Figure 47.2: Compliance Features
Figure 48: Contact Center WFM Building Blocks
Figure 49.1: Workforce Management (WFM)
Figure 49.2: Workforce Management (WFM)
Figure 50: Historical vs. Real-Time Performance Management
Figure 51.1: Performance Management
Figure 51.2: Performance Management
Figure 52.1: Gamification
Figure 52.2: Gamification
Figure 53.1: Enterprise Feedback Management (EFM)/Voice of the Customer VoC)/Surveying
Figure 53.2: Enterprise Feedback Management (EFM)/Voice of the Customer VoC)/Surveying
Figure 54: Customer Survey Rating Categories
Figure 55: Average Satisfaction Ratings, by Category
Figure 56: Product Satisfaction Ratings by Category
Figure 57: Supervisor Interface Satisfaction Ratings, by Customer
Figure 58: Agent Interface Satisfaction Ratings, by Customer
Figure 59: Recording Feature Set Satisfaction Ratings, by Customer
Figure 60: Quality Assurance/Management Satisfaction Ratings, by Customer=
Figure 61: Analytics-Enabled QA Satisfaction Ratings, by Customer
Figure 62: Omni-channel Capabilities Satisfaction Ratings, by Customer=
Figure 63: Coaching Capabilities Satisfaction Ratings, by Customer
Figure 64: Historical Reporting Satisfaction Ratings, by Customer
Figure 65: Real-Time Reporting Satisfaction Ratings, by Customer
Figure 66: Ad Hoc Reporting Satisfaction Ratings, by Customer
Figure 67: Dashboards Satisfaction Ratings, by Customer
Figure 68: Overall Breadth of Suite Functionality Satisfaction Ratings, by Customer
Figure 69: Security Features Satisfaction Ratings, by Customer
Figure 70: Ease of Administration/Configuration/Use Satisfaction Ratings, by Customer
Figure 71: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
Figure 72: Product Effectiveness Ratings by Category
Figure 73: Ability to Reduce the Cost of Service Satisfaction Ratings, by Customer=
Figure 74: Ability to Improve Productivity Satisfaction Ratings, by Customer=
Figure 75: Ability to Reduce Operating Costs Satisfaction Ratings, by Customer=
Figure 76: Enhance Omni-Channel Service Quality Satisfaction Ratings, by Customer=
Figure 77: Address Regulatory and Compliance Requirements Satisfaction Ratings, by Customer
Figure 78: Deliver an Outstanding Customer Experience Satisfaction Ratings, by Customer
Figure 79: Reduce Customer Effort Satisfaction Ratings, by Customer
Figure 80: Improve Cross-Departmental Coordination Satisfaction Ratings, by Customer=
Figure 81: Ability to Bring Together Front and Back-Office Departments Satisfaction Ratings, by Customer
Figure 82: Ability to Track and Improve the Cross-Channel Customer Journey Satisfaction Ratings, by Customer
Figure 83: Ability to Increase Sales Satisfaction Ratings, by Customer
Figure 84: Ability to Enhance Customer Engagement Satisfaction Ratings, by Customer=
Figure 85: Ability to Enhance Staff Engagement Satisfaction Ratings, by Customer
Figure 86: Ability to Reduce Agent Attrition Satisfaction Ratings, by Customer
Figure 87: Ability to Address the Big Data Challenge Satisfaction Ratings, by Customer
Figure 88: Ability to Enhance Reporting and Analytics Satisfaction Ratings, by Customer
Figure 89: Current Product Satisfaction Ratings, by Customer
Figure 90: Implementation Satisfaction Ratings, by Customer
Figure 91: Training Satisfaction Ratings, by Customer
Figure 92: Professional Services Satisfaction Ratings, by Customer
Figure 93: Ongoing Service and Support Satisfaction Ratings, by Customer
Figure 94 Planned Product Innovation Satisfaction Ratings, by Customer
Figure 95: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
Figure 96: Vendor Communication Satisfaction Ratings, by Customer
Figure 97: Cloud Capabilities Satisfaction Ratings, by Customer
Figure 98: Pricing Satisfaction Ratings, by Customer
Figure 99: Overall Vendor Satisfaction Ratings, by Customer
Figure 100: Which of your vendors WFO modules are you using?
Figure 101: What channels do you use your WFO solution to support?
Figure 102: What were the top 3 – 5 benefits you have gained from using the WFO system?
Figure 103: Please tell us the top 3 – 5 strengths of your WFO solution.
Figure 104: Please list the product enhancements you would like to see.
Figure 105: Additional comments about your experience with the vendor and/or product
Figure 106: 2016 Premise-Based Price Ranges By Solution
Figure 107.1: Pricing for QA/Recording/Coaching, Single-Site, 250-Seat Contact Center; Premise-Based
Figure 107.2: Pricing: Pricing for QA/Recording/Coaching, Single-Site, 250-Seat Contact Center; Premise-Based
Figure 108.1: Pricing: Enterprise Pricing for Incremental Modules, Single-Site, 250-Seat Contact Center; Premise-Based
Figure 108.2: Pricing: Enterprise Pricing for Incremental Modules, Single-Site, 250-Seat Contact Center; Premise-Based
Figure 109.1: Pricing: Pricing for QA/Recording/Coaching, Single-Site, 250-Seat Contact Center; Cloud-Based
Figure 109.2: Pricing: Pricing for QA/Recording/Coaching, Single-Site, 250-Seat Contact Center; Cloud-Based,
Figure 110.1: Pricing: Pricing for Incremental Modules, Single-Site, 250-Seat Contact Center; Cloud-Based
Figure 110.2: Pricing: Enterprise Pricing for Incremental Modules, Single-Site, 250-Seat Contact Center; Cloud-Based
Figure 111: Pricing: Pricing for QA/Recording/Coaching, Single-Site, 250-Seat Contact Center; Managed Service
Figure 112: Pricing: Pricing for Incremental Modules, Single-Site, 250-Seat Contact Center; Managed Service

DMG 2016 WFO Product and Market Report
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