Workforce Management Product and Market Report

2016 is poised to be a breakthrough year as a new generation of WFM solutions comes to market with capabilities that address the needs of contact centers as well as the unique requirements of back offices and branches. Both established and new WFM vendors are spending on research and development (R&D) now that they see the opportunity to recoup their investments through sales of enhanced capabilities. Companies of all sizes and complexity can find solutions to help them improve the performance of their operating areas.

Detailed, timely and incisive analysis of the WFM market sector

WFM is the most important productivity tool in contact centers, and will continue to be so for years to come. But WFM is about to undergo a metamorphosis. Millennials are challenging many of the established practices in contact centers, forcing managers to reconsider their approaches. The market needs a new generation of WFM solutions that are designed to optimize employee choice, provide schedule flexibility and increase agent self-empowerment. The shifting paradigm will challenge the established science of WFM and current management thinking; implementing new solutions and approaches is a necessity for enterprises that want to be employers of choice.

WFM needs are becoming more complex. Omni-channel servicing environments are the norm today, and omni-channel support is a must-have in today's dynamic servicing world, to help ensure customers receive a consistently outstanding level of service, regardless of the medium of communication. Advanced WFM capabilities are also essential as companies break down the walls between their front- and back-end servicing departments to improve the customer journey and company productivity. WFM vendors who “get it” and see the big picture are building in the features that back offices (and branches) need.

The 2016 Workforce Management Product and Market Report provides an in-depth analysis of the contact center WFM market, competitors, suites, competitive landscape, innovation, end-user satisfaction, as well as market, business and servicing trends and challenges. The Report presents an analysis of WFM market activity and provides 5-year market projections. It also explores the growing back-office and branch WFM market opportunities and applications.

Key features of the Report include:
  • Overview of the enterprise WFM market segments
  • Explanation of the characteristics and capabilities of the core, value-added and optional components of the top WFM suites, including a high-level comparative analysis of the WFM suites offered by the 9 featured solution providers
  • Review of service delivery options available for WFM solutions, and the advantages and drawbacks of each
  • Discussion of recent innovations in WFM functionality, as well as enhancements that are planned to be delivered in the next 12 – 18 months
  • Examination of the trends and challenges that are driving investments by enterprises and WFM vendors, including staffing for a global economy and the needs of the Millennial workforce
  • Exploration of the top market, business and servicing trends – including omni-channel environments and the push for agent engagement and empowerment – and  how WFM is addressing these needs
  • Analysis of the new WFM intraday management capabilities and their ability to provide enhanced scheduling flexibility
  • Examination of forecasting accuracy, and how the solutions are handling the differing needs of front and back offices
  • Analysis of the back-office and branch capabilities of the featured WFM suite providers
  • WFM market activity and market share analysis, adoption rate, and 5-year projections for 2016 – 2020
  • Review of the WFM competitive landscape
  • Company snapshots and product overviews for the 6 featured WFM vendors, including a high-level functional and technical summary
  • Analysis of the return on investment (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 250-seat on-premise and cloud-based 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
  • WFM competitors
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