DUBLIN, Mar 24, 2017 /PRNewswire/ --
Research and Markets has announced the addition of the "2017 Workforce Management Product and Market Report" report to their offering.
Our tenth annual report on workforce management (WFM) delivers an incisive and comprehensive analysis of vendors, products, pricing and best practices for this IT sector. The report is designed to help organizations select the right solution, technology, functionality and partner to meet their existing and future front- and back-office WFM needs.
2016 was a good year for this mature IT sector, which grew by 8.8%, adding 871,999 new seats. The WFM market is positioned for strong performance, driven by the need for flexible and accurate omni-channel WFM solutions that help companies deliver a personalized experience cost effectively. WFM vendors are finally listening to their customers.
The vendors are starting to invest in new technology and approaches, including next-gen WFM and intraday management capabilities, which have the potential to greatly improve the effectiveness of these solutions. DMG expects the WFM market to grow by 8% in 2017 and 2018, and by 9% in 2019, 2020 and 2021. The rate of growth could increase if the pace of innovation picks up.
The 2017 Contact Center Workforce Management Product and Market Report provides an in-depth analysis of the WFM market, competitors, suites, competitive landscape, innovation, end-user satisfaction, as well as market, business and servicing trends and challenges. It analyzes WFM market activity and provides 5-year market projections. Eight leading and contending vendors are covered: ActiveOps, Aspect, Calabrio, Intradiem, NICE, Teleopti, Verint and WorkFlex. ActiveOps, Intradiem and WorkFlex, are covered at a higher level.
Key Topics Covered:
1. Executive Summary
2. Introduction
3. Research Methodology
3.1 Report Participation Criteria
4. Workforce Management Market Segments
4.1 WFM Vendor-Supported Market Segments
5. Vendor Service Delivery Models
5.1 Service Delivery Definitions
5.2 Vendor Service Delivery Options
6. Workforce Management Functional Building Blocks
6.1 Core, Value-Added, Optional
6.2 Vendor High-Level WFM Suite Capabilities
7. WFM Fundamentals
7.1 Forecasting
7.2 Scheduling
7.3 Intraday Management and Automation
7.4 Shrinkage
7.5 Real-Time Adherence
7.6 Dashboards and Reporting
7.7 Long-Term Planning
8. High Level Technical Summary
8.1 Security
8.2 Integration Capabilities
8.3 Globalization
9. Workforce Management Trends and Challenges for 2017
9.1 WFM Trends for 2017
9.2 WFM Challenges for 2017
10. Workforce Management Market Innovation
10.1 New Product Features
10.2 Emerging Capabilities
11. The Future of Contact Center WFM
11.1 The WFM Challenge
11.2 NewGen WFM: WFM Reimagined
11.3 NewGen WFM Improves the Staffing Paradigm
11.4 Benefits of NewGen WFM
12. Intraday Management is Key to NewGen WFM
12.1 Improving Intraday Management
12.2 Introducing Real-Time Adaptive Scheduling for WFM
12.3 The Difference between Real-Time Adaptive WFM and Intraday Management
13. More Than a Productivity Tool
13.1 WFM Features to Support Agent Engagement
13.1.1 Agent Self-Service
13.1.2 Gamification
13.1.3 Time-Off Management and Work/Life Balance
13.1.4 Mobility
13.2 WFM Solutions Build Customer Engagement
13.2.1 Omni-Channel Capabilities
13.2.2 Multi-Skill Capabilities
14. Back-Office Departments Are Essential to the Customer Experience
14.1 Back-Office WFO Suites to the Rescue
14.2 Back-Office WFM
14.3 Vendor Back-Office/Branch Capabilities
14.4 Benefits of Back-Office/Branch WFM
14.5 Back-Office/Branch WFM ROI
15. Workforce Management Market Activity Analysis
15.1 Validating Market Numbers
15.2 WFM Market Share Analysis
16. Workforce Management Market Adoption
17. Workforce Management Projections
18.Contact Center Workforce Management Competitive Landscape
18.1 WFM Vendor Summaries
19. Workforce Management Vendors and Solutions
19.1 Company Snapshot
19.2 Vendor Offerings and Products
19.3. Packaged Solutions
19.4. SMB Solutions
20. Workforce Management Benefits and Return on Investment
20.1 Contact Center WFM Benefits
20.2 Contact Center ROI Analysis
21. Implementation Analysis
21.1 Implementation Process
21.2 Implementation Best Practices
21.3 Training and Services
21.4 Maintenance and Support
22. Pricing
22.1 Premise-Based Price Range, by Solution
22.2 Premise-Based Pricing
22.3 Cloud-Based Pricing
22.4 Cloud-Based Pricing for Incremental WFM Modules
23. Workforce Management Vendor Satisfaction Analysis
23.1 Survey Methodology
23.2 Survey Findings and Analysis
23.3 Detailed Survey Findings and Analysis
23.4 Customer Insights
24. Company Reports
24.1 ActiveOps Ltd.
24.2 Aspect Software, Inc.
24.3 Calabrio
24.4 Intradiem
24.5 NICE
24.6 Teleopti AB
24.7 Verint Systems
24.8 WorkFlex Solutions LLC
For more information about this report visit http://www.researchandmarkets.com/research/394xf8/2017_workforce
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