DMG Consulting's “2023 - 2024 Enterprise Workforce Management Product and Market Report ” is intended to assist contact center, back office, branch, IT, and enterprise leaders in selecting the right solution, technology, functionality, and partner to meet their organization's current and future WFM needs.
Workforce management (WFM) is an essential application that is being transformed to address the needs of an increasingly digital and artificial intelligence (AI)-enabled world. DMG's Enterprise Workforce Management Product and Market Report provides an insightful and detailed analysis of this highly complex IT sector.
KEY TAKEAWAYS
- WFM solutions are mission critical: WFM solutions are vital to delivering consistently excellent customer and employee experiences and improving productivity
- AI is driving innovation throughout these applications: New AI-based algorithms, predictive models, and simulation techniques enhance short-term forecasting and scheduling capabilities (as well as long-term planning), and AI technologies improve intraday management tool performance
- Cloud-native solutions are bringing a fresh approach: Recent WFM entrants have two things in common: their offerings are designed to be easy to use with modern and intuitive user interfaces (UIs), and they simplify integration with enterprise operating systems
- Dynamic expectations of today's workforce are a catalyst for change: AI-enabled WFM solutions support ever-evolving employee demands by optimizing scheduling flexibility, including the ability to work from home and work non-traditional hours to manage their own work/life balance, while delivering 24/7 access to self-service scheduling capabilities and personal performance results via mobile devices
Leading and Contending WFM Competitors Analyzed in the Report:
- Alvaria
- Assembled*
- Calabrio
- Genesys**
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- NICE
- Playvox
- Puzzel
- Verint
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*New high-level participant.
**New full participant.
Comprehensive WFM Product and Market Analysis
This Report provides a detailed evaluation of the WFM market and product offerings. Workforce management platforms should include forecasting and scheduling, intraday management, real-time adherence, time-off management, self-service, long-term planning, and reporting capabilities, as well as a variety of optional modules.
Emerging vendors are entering the market and existing competitors are making major R&D investments in their platforms and capabilities. Both groups aim to deliver a new and more effective generation of WFM solutions.
Key Reasons to Buy This Report:
DMG's Enterprise Workforce Management Product and Market Report provides an insightful analysis of today's WFM market, product suites, and the business, market, and technology trends and challenges confronting enterprise leaders in light of increasingly complex operating environments, rising customer and workforce expectations, and a turbulent economy.
This Report analyzes WFM market activity and provides 5-year revenue projections. It shares vendor pricing and presents customer satisfaction survey results that measure and rank the featured WFM solutions across 10 vendor categories, 11 suite modules, and 11 product capabilities. Additionally, it includes detailed company write-ups for the 8 leading and contending WFM vendors covered in the Report.
The WFM Product and Market Report is for those who want to understand:
The competitive landscape
Features and functionality of leading and contending vendors
Recent enhancements and planned near-term product roadmaps of the featured solutions
How AI and automation enable WFM applications
The role of WFM in an omnichannel world
WFM product pricing
WFM market activity vendor analysis
WFM adoption rate and TAM
What's next for the market
Table of Contents
1. Executive Summary
2. Introduction
3. DMG Consulting Research Methodology
- 3.1. Report Participation Criteria
4. Workforce Management Suites Defined
- 4.1. WFM Vendor Suite Overview
5. Workforce Management Trends and Challenges
- 5.1. Workforce Management Trends
- 5.2. Workforce Management Challenges
6. Workforce Management Market Innovation
- 6.1. New Features
- 6.2. Emerging Capabilities
7. Artificial Intelligence Enables Workforce Management Solutions
8. Workforce Management for the Omnichannel Enterprise
- 8.1. Omnichannel Workforce Management Requirements
- 8.2. Omnichannel Forecasting
- 8.3. Omnichannel Scheduling
- 8.4. Hybrid Workforce Requirements
9. Meeting Agent EX-pectations
- 9.1. Agent Self-Service
- 9.2. eLearning/Meeting Management
- 9.3. Gamification
10. Real-Time WFM Solutions for Real-Time Contact Centers
- 10.1. Real-Time Adaptive Intraday Management
- 10.2. Real-Time Adherence
11. The Future in Focus
- 11.1. Long-Term Strategic Planning
- 11.2. Hiring Management
- 11.3. Workspace Allocation
12. Back-Office/Branch Workforce Management
13. WFM Market Activity
- 13.1. Validating Market Numbers
- 13.2. WFM Market Share Analysis
14. WFM Adoption Rate
15. WFM Market Projections
16. WFM Competitive Landscape
- 16.1. Company Snapshot
- 16.2. High-Level Functional Summary
- 16.3. Dashboards, Reporting, and KPIs
17. Workforce Management Vendor Satisfaction Analysis
- 17.1. Summary of Survey Findings and Analysis: Vendor Categories
- 17.1.1. Vendor Satisfaction, by Category and Customer
- 17.2. Summary of Survey Findings and Analysis: WFM Suite Modules
- 17.2.1. WFM Modules Satisfaction, by Category and Customer
- 17.3. Summary of Survey Findings and Analysis: WFM Product Capabilities
- 17.3.1. WFM Product Capabilities Satisfaction, by Category and Customer
- 17.4. Customer Background and Insights
- 17.4.1. Channels Supported by the WFM Solution
- 17.4.2. How the WFM Solution is Helping to Address Top Contact Center Challenges
- 17.4.3. Top 3-5 WFM Limitations
- 17.4.4. Additional Comments
18. Pricing
- 18.1. Cloud-Based Pricing
19. Company Reports
- 19.1. Alvaria
- 19.2. Assembled, Inc.
- 19.3. Calabrio
- 19.4. Genesys
- 19.5. NICE
- 19.6. Playvox
- 19.7. Puzzel, Ltd.
- 19.8. Verint Systems
Appendix: Workforce Management Vendor Directory