1.     Executive Summary
2.     Introduction
3.     DMG Consulting Research Methodology
        3.1     Report Participation Criteria
4.     Workforce Management Market Segments
5.     Workforce Management Functional Building Blocks
        5.1     Core, Value-Added and Optional WFM Building Blocks
        5.2     Vendor Functional Comparison
6.     Workforce Management Market Innovation
        6.1     New Product Features
        6.2     Future Enhancements
        6.3     What End Users Are Asking For
7.     Workforce Management Trends
8.     Workforce Management Challenges
9.     Improving the Accuracy of Workforce Management Solutions:
        Finding a Better Algorithm
        9.1     Erlang-Related Forecasting Challenges
        9.2     Is Simulation Better than an Erlang-based Calculation?
        9.3     The Cost of Weak Forecasting
        9.4     Challenges and Opportunities
10.   Multi-Channel/Blended Workforce Management Solutions
        10.1   The Growth of Multi-Channel Contact Centers
        10.2   The Multi-Channel and Blended Scheduling and Forecasting Challenge
        10.3   Best Practices for Forecasting and Scheduling for a
                  Multi-Channel Workforce
11.   Web-Based Workforce Management Solutions
        11.1   What to Expect in the Future for Web-Based Technologies in the
                  WFM Market
12.   Hosted/SaaS and Managed Service Workforce Management Offerings
        12.1   Status of the Hosted/SaaS Contact Center Market
        12.2   Growing Opportunity for Hosted and Managed Service WFM Solutions
        12.3   Vendor Hosted/SaaS Services
13.   Small/Mid-Sized Solutions
14.   Workforce Management Market Share Analysis
        14.1   Validating Market Numbers
        14.2   Market Activity Analysis
        14.3   Market Share Analysis
15.   Workforce Management Market Adoption
16.   Workforce Management Market Projections
17.   Contact Center Workforce Management Competitive Landscape
        17.1   WFM Market Momentum
        17.2   WFM Product Opportunities
        17.3   Mergers and Acquisitions
        17.4   Contact Center WFM Vendor Summary
18.   Workforce Management Vendors and Solutions
        18.1   High-Level Company and Financial Overview
        18.2   Vendor Strategy and Positioning
        18.3   Vendor Offerings and Products
19.   Workforce Management Benefits and Return on Investment
        19.1   Benefits
        19.2   Return on Investment Analysis
20.   Vendor Satisfaction Analysis
21.   Pricing
        21.1   Premise-Based Pricing
        21.2   Hosted/SaaS Pricing
        21.3   Managed Service Pricing
22.   Workforce Management Operational Best Practices
        22.1   Implementation Best Practices
        22.2   Management Best Practices
        22.3   Vendor Implementation Best Practices
23.   Product Functional and Technical Analysis
        23.1   High-Level Functional Summary
        23.2   High-Level Technical and Architecture Summary
        23.3   System Administration
        23.4   Security
        23.5   Forecasting
        23.6   Scheduling
        23.7   Intra-Day Management
        23.8   Real-Time Adherence
        23.9   Agent Preferences
        23.10 Long-Term Planning
        23.11 Budgeting
        23.12 Reporting, Dashboards and Analytics
        23.13 Implementation, Support and Training
24.   Company Reports
        24.1   Aspect
        24.2   Bay Bridge Decision Technologies
        24.3   Calabrio
        24.4   Envision
        24.5   Genesys
        24.6   GMT
        24.7   Interactive Intelligence
        24.8   InVision Software
        24.9   NICE/IEX
        24.10 Pipkins
        24.11 Verint Systems
Appendix: Workforce Management Vendor Directory

Table of Figures

Figure 1:     WFM Market Segments
Figure 2:     WFM Functional Building Blocks
Figure 3:     WFM Vendor Functional Comparison
Figure 4:     Estimated Impact of Overstaffing in a 50-Seat Contact Center
Figure 5:     Estimated Impact of Overstaffing in a 500-Seat Contact Center
Figure 6:     Estimated Impact of Overstaffing in a 5,000-Seat Contact Center
Figure 7:     Multi-Channel Contact Center
Figure 8:     Multi-Channel WFM Capabilities
Figure 9:     Web-based WFM Solutions
Figure 10:   Service Delivery Models
Figure 11:   WFM Vendor Definitions of Hosting, SaaS
Figure 12:   WFM Go-to-Market Vendor Summary
Figure 13:   Hosted/SaaS Offerings
Figure 14:   Small/Mid-Size Solutions
Figure 15:   2009 Contact Center WFM Market Activity by Vendor, as of September 2009
Figure 16:   2009 Contact Center WFM Market Share by Number of Seats, as of
                   September 30, 2009
Figure 17:   2009 Contact Center WFM Market Share by Number of Seats Chart
Figure 18:   Total Number of Contact Center WFM Seats, 2008 vs. 2009 Comparison
Figure 19:   Total Number of Contact Center WFM Seats, 2007 – 2009 Trends
Figure 20:   Contact Center WFM Seats by Vendor, 2007 to 2009
Figure 21:   Workforce Management Market Projections, 2010 to 2012
Figure 22:   High-Level Company and Financial Overview
Figure 23:   Vendor Strategy
Figure 24:   Products
Figure 25:   ROI Benefit Categories
Figure 26:   Business Case Analysis
Figure 27:   ROI Analysis
Figure 28:   Customer Survey Rating Categories
Figure 29:   Average Satisfaction Rating by Category
Figure 30:   Product Satisfaction Ratings by Customer
Figure 31:   Implementation Satisfaction Ratings by Customer
Figure 32:   Training Satisfaction Ratings by Customer
Figure 33:   Professional Services Satisfaction Ratings by Customer
Figure 34:   Service and Support Satisfaction Ratings by Customer
Figure 35:   Innovation and Responsiveness to Product Enhancement Requests
                   Satisfaction Ratings by Customer
Figure 36:   Pricing Satisfaction Ratings by Customer
Figure 37:   Overall Vendor Satisfaction Ratings by Customer
Figure 38:   Pricing Ranges – Premise-Based Solutions
Figure 39:   Price Ranges for a Single-Site Premise-Based Implementation
Figure 40:   Pricing: Premise-Based Solution for 75 Agents
Figure 41:   Pricing: Premise-Based Solution for 300 Agents
Figure 42:   Pricing: Premise-Based Solution for 500 Agents
Figure 43:   Pricing (Hosted/SaaS) 75 Agents
Figure 44:   Pricing (Hosted/SaaS) 300 Agents
Figure 45:   Pricing (Hosted/SaaS) 500 Agents
Figure 46:   Pricing (Hosted/SaaS): Verint’s Branch Solution
Figure 47:   Pricing (Managed Service) 75 Agents
Figure 48:   Pricing (Managed Service) 300 Agents
Figure 49:   Pricing (Managed Service) 500 Agents
Figure 50:   Pricing (Managed Service) – Verint’s Branch Solution
Figure 51:   WFM Operational Best Practices
Figure 52:   High-Level Functional Summary
Figure 53:   High-Level Technical Summary
Figure 54:   System Administration
Figure 55:   Security
Figure 56:   Forecasting
Figure 57:   Scheduling
Figure 58:   Intra-Day Management
Figure 59:   Adherence Reporting
Figure 60:   Agent Preferences
Figure 61:   Long-Term Planning
Figure 62:   Budgeting
Figure 63:   Reporting, Dashboards and Analytics
Figure 64:   Implementation, Support and Training 

Additional Formats for this Table of Contents
The Abstract and Table of Contents are also available in PDF format.

Order Information
To order a copy of the Contact Center Workforce Management Market Report contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098. You may also purchase the report online.