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Contact Center Workforce Management Market Report and Consulting Services

2015 is expected to be an exciting, perhaps breakout, year for contact center and back-office WFM solutions. Though WFM has had a proven track record for more than three decades, adoption and innovation have slowed in recent years. However, with growing opportunity in the back office and branches, as well as the advent of cloud-based solutions, this essential contact center IT sector is finally attracting companies’ interest and investment dollars, which is driving a desperately needed round of research and development (R&D) and innovation. The entire vendor community – especially the newer competitors – is striving to make WFM solutions more appealing by investing in R&D features to meet back-office and branch needs, as well as improving user interfaces and enhancing omni-channel capabilities.

Timely, comprehensive and unrivaled analysis of the WFM market sector

Workforce management is a mission-critical solution for multi-channel contact centers with 50 or more (and some would say 200+) agents. WFM solutions have always been important productivity and efficiency tools, helping contact centers effectively schedule agent resources to meet forecasted demands. Today, they are essential enablers for enterprises that need to handle the complexities of delivering omni-channel and blended customer service in both the front office and, increasingly, back-office operating departments.

It’s the year of staff empowerment and engagement, and today’s WFM solutions give front and back-office workers unprecedented visibility and input into their schedules, including availability and scheduling preferences and time-off management. Automated rules-based processes and workflows are greatly expanding the options available to workers, offering a range of choices that were next-to-impossible on a manual basis. Once the bane of an agent’s existence, WFM has transformed into an engagement tool that is driving high levels of agent productivity, satisfaction and retention, while at the same time improving quality and reducing the cost of service.

Today there are more offerings available than at any time in the history of this market. The cloud is helping to make WFM functionality accessible to contact centers and operating areas of all sizes, which is expanding the addressable market for these valuable solutions. Increasingly, companies are starting to consider using WFM in their back-office operating groups, and many are already utilizing WFM to forecast and schedule for branches and retail outlets. The potential of expanding sales to a larger audience is appealing to the WFM contact center market leaders, but it has also attracted vendors from many geographies, as well as new competitors.

The functionality, price, ease of use and benefits of available WFM solutions vary greatly. DMG advises buyers to conduct thorough due diligence before choosing a WFM technology provider, specifically studying the detailed differences between solutions designed for the front and back-office.

The 2015 - 2016 Workforce Management Product and Market Report gives contact center and IT managers in-depth vendor, product, functional, technical and pricing information. It provides detailed descriptions of the core and optional WFM modules, explains the benefits of each, and analyzes the differences among the vendors' offerings. Readers will get an inside look at the broadening WFM competitive landscape, including market momentum and vendor positioning. The Report also provides an insightful analysis of the market trends that are driving innovation and presenting challenges and opportunities for WFM vendors.

Key features of the Report include:

  • Overview of the enterprise WFM market segments
  • Examination of the core, value-added and optional functional components that comprise top WFO suites, including the defining characteristics and capabilities of each module and a high-level comparative analysis of the WFM suite capabilities of the 9 featured solution providers
  • Review of service delivery options available for WFM solutions, and the advantages and drawbacks of each
  • Discussion of new WFM functionality that has recently been introduced and is planned to be delivered in the next 12 – 18 months
  • A look at the trends and challenges that are driving investments by enterprises and WFM vendors
  • Focus on how WFM is being applied to address the top market, business and servicing trends, including multi-channel WFM and agent engagement and empowerment
  • A critique of WFM intra-day management capabilities, and the reasons why they are not doing the job
  • Review of the challenges involved in accurate forecasting
  • Discussion of how real-time adherence capabilities keep staffing levels and agent performance on track
  • Analysis of the emerging back-office and branch capabilities of the 6 featured WFM suite providers WFM market activity and market share analysis, adoption rate, and 4-year projections for 2015 – 2018
  • Review of the WFM competitive landscape
  • Company snapshots and product overviews for the 6 featured WFM vendors, including high-level functional and technical summary
  • Analysis of ROI and the benefits enterprises should expect to realize from a successful
  • WFM implementation
  • Implementation analysis, including vendor best practices, maintenance and support policies, workshops, training and professional services
  • Comprehensive vendor satisfaction survey results that measure and rank vendor approval ratings across 24 product components and 11 vendor categories
  • Vendor pricing analysis for 75-, 300- and 500-seat on-premise, cloud-based, and managed service WFM implementations
  • In-depth, side-by-side comparative analyses of the key functional and technical capabilities of the 6 leading and contending WFM vendors covered in detail in this Report
  • Company reports for the 9 leading and contending vendors, analyzing their products, functionality and future product development plans
  • Comprehensive WFM Vendor Directory, featuring contact center and back-office WFM competitors
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You can benefit from our more than 30 years of hands-on experience in workforce management. Discover how DMG's consulting services can help you reduce operating expenses by 10% - 20% and increase revenue while improving the customer experience. Contact Deborah Navarra at 516.628.1098 or deborah.navarra@dmgconsult.com.


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