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市場調查報告書

勞動力管理產品與市場分析

2017-2018 Workforce Management Product and Market Report

出版商 DMG Consulting LLC 商品編碼 247393
出版日期 內容資訊 英文 406 Pages
商品交期: 最快1-2個工作天內
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勞動力管理產品與市場分析 2017-2018 Workforce Management Product and Market Report
出版日期: 2017年03月21日 內容資訊: 英文 406 Pages
簡介

2015年,勞動力管理 (WFM) 市場,席次數增加10.6%,客戶數增加了7.7%。預計今後,2016年,2017年∼2018年各增加11%,2019年∼2020年增加12%。

本報告提供勞動力管理 (WFM) 市場相關調查分析,概要,趨勢與課題,市場分析,競爭情形,價格,功能分析等系統性資訊。

第1章 摘要整理

第2章 簡介

第3章 調查手法

第4章 WFM市場區隔

  • WFM供應商支援市場市場區隔

第5章 WFM功能的結構要素

  • 核心,附加價值,選擇
  • 高標準技術摘要

第6章 供應商服務提供模式

  • 服務提供定義
  • 供應商服務提供選擇

第7章 WFM的趨勢與課題

  • WFM趨勢
  • WFM的課題

第8章 WFM市場革新

  • 新產品的特徵
  • 新興功能

第9章 WFM的基本

  • 預測
  • 調度
  • 日常管理
  • 日常管理的自動化
  • 收縮
  • 即時遵守
  • 長期計劃和預算
  • 儀表板和報告

第10章 企業中WFM的關鍵業務的作用

  • 全球化
  • 全方位流通管道運行環境
  • 支撐全方位流通管道預測的演算法
  • 多技術

第11章 積極性地干預,有權限的WFM

  • 自助服務
  • 自主調度
  • 遊戲化
  • 工作/生命平衡管理
  • 員工的回饋管理
  • 自主的業績管理

第12章 後勤部門前面

  • 後勤部門/分店的WFM的優點
  • 後勤部門的WFM的ROI

第13章 WFM市場活動分析

  • 市場數的檢驗
  • WFM市場佔有率分析

第14章 WFM的市場引進

第15章 WFM的預測

第16章 客服中心WFM的競爭情形

第17章 WFM供應商與解決方案

  • 企業概要
  • 供應商提供服務、產品
  • 中小企業解決方案

第18章 WFM的優點與ROI

  • 客服中心WFM的優點
  • 客服中心ROI分析

第19章 實行分析

  • 實行流程
  • 實行最佳業務實踐
  • 進修、服務
  • 維護、支援

第20章 價格

  • 內部部署的價格分佈:各解決方案
  • 內部部署的價格
  • 雲端型價格
  • 增量WFM模組用雲端型價格

第21章 WFM供應商的滿意度分析

  • 調查結果與分析的摘要
  • 詳細的調查結果與分析
  • 客戶分析

第22章 企業報告

  • Aspect Software Inc.
  • Calabrio
  • inContact, Inc.
  • Interactive Intelligence, Inc.
  • Intradiem
  • NICE Systems
  • Teleopti AB
  • Verint Systems
  • WorkFlex Solutions LLC

附錄:WFM供應商名錄

圖表

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目錄

DMG Consulting's ‘10th annual Workforce Management Product and Market Report’ provides the most detailed coverage and incisive analysis of this technology sector. The 406-page Report contains comprehensive vendor, product, trend, price and market data to help contact center, back-office and IT leaders select the right WFM solution for their organization. It also provides guidance for achieving a successful implementation and a rapid ROI.

The workforce management (WFM) market is ready for a major transformation. Two inter-connected trends are driving vendor investment and prospects' interest in WFM solutions. Enterprises are looking for flexible and accurate WFM solutions to help them cost effectively deliver a personalized experienced to each and every customer. This is an essential goal in a market dominated by Millennials, who expect the companies that they do business with to have a thorough knowledge of their interaction history and be familiar with their wants and needs. At the same time, companies are seeking solutions to address their enterprise-wide requirements, including the needs of their back offices and branches. WFM vendors are starting to invest in new technology and approaches, including intraday management and next-gen WFM capabilities, to deliver on these high-priority objectives.

Intraday management, which has been an area of weakness in many contact center solutions, is finally being addressed by emerging solution providers. When unforeseen events - major weather disruptions, operating errors, or a highly contagious virus in the contact center - impact staffing or transaction volumes, WFM administrators have to figure out how to re-forecast and change schedules on-the-fly. Companies need flexible, easy-to-use and precise WFM solutions that can proactively identify staffing issues and, importantly, provide real-time guidance to managers on how to address them.

DMG has introduced the concept of NewGen WFM, supported by adaptive real-time scheduling, a new approach to intraday management. To address unanticipated changes in demand and staffing, these WFM modules must be able to identify out-of-adherence situations, re-forecast schedules, determine the skills and people required to address the new projections, and bring in properly skilled employees. NewGen WFM solutions must be supported with faster processing capabilities, which the cloud enables, and integration to operating systems that can provide the intelligence to route interactions to appropriate resources.

NewGen WFM is a win for enterprises, contact center staff and the company's customers. Employees, particularly Millennials, are freed from the traditional WFM limitations of rigid schedules and compensation. These solutions are designed to address fairness at all levels to engage employees and provide them with more choice and flexibility to address their scheduling needs. As the goal of these new real-time scheduling modules is to make sure that the company has the right resources at all times to meet their service level commitments, customers benefit from an improved experience and greater engagement at every step of their journey. The combined benefits from more satisfied employees and customers will help to improve a company's performance and bottom line.

DMG anticipates that the WFM sector will continue to grow at a strong rate for a mature market. The number of WFM seats is expected to grow by 8% in 2017 and 2018, and by 9% in 2019, 2020 and 2021. The growth rate could outperform these projections if the vendors become more effective at communicating their value to buyers outside of contact centers, such as back-office and retail/branch environments. Additionally, the contact center market is in the midst of a major refresh cycle, and many companies that are replacing their ACDs may also look to replace their WFM solutions.

The 2017 - 2018 Workforce Management Product and Market Report provides an in-depth analysis of the contact center WFM market, the competitive landscape, product suites, technology and innovation. It analyzes the service and business trends that are redefining staffing paradigms, management practices, and how enterprises and their contact centers view and interact with their customers, prospects and employees. The Report examines WFM market activity and provides 5-year market projections. It also explores back-office and branch WFM market opportunities and applications.

Eight leading and contending vendors are covered in the Report: ActiveOps, Aspect, Calabrio, Intradiem, NICE, Teleopti, Verint and WorkFlex. ActiveOps, Intradiem and WorkFlex, are covered at a high level, as each of these vendors provides a component of a total WFM solution; ActiveOps addresses the capacity needs of back offices, and Intradiem and WorkFlex handle the intraday management challenge.

Key Elements of This Report

  • Overview of workforce management market segments and vendor-supported activities
  • Service deployment options for WFM solutions
  • Functional and technical building blocks of contact center WFM suites
  • Review of WFM fundamentals: forecasting, scheduling, intraday management, shrinkage, real-time adherence, long-term planning, and dashboards and reporting
  • High-level technical analysis, including security, integration capabilities and globalization features
  • Market and business trends and challenges that are driving enterprise investments and influencing the direction of vendor research and development (R&D)
  • WFM market innovation, including a review of recently introduced functionality and what is planned for the next 12 - 18 months
  • Analysis of the changing business, servicing and management requirements that are shaping NewGen WFM solutions
  • Discussion of how NewGen WFM and real-time adaptive scheduling will be used to re-imagine and re-engineer intraday management
  • Insightful look at how NewGen WFM can be leveraged to support new staffing paradigms that prioritize employee needs and preferences while at the same time building customer engagement and an improved customer experience
  • Analysis of the developing back-office and branch capabilities of the featured WFM suite providers
  • WFM market activity analysis, adoption rates and 5-year market growth projections
  • Review and assessment of the WFM competitive landscape
  • Overview of the 8 leading and contending WFM vendors, including company snapshots, WFM suites, packaged solutions and small and mid-size business (SMB) offerings
  • WFM benefits and return on investment (ROI) analysis
  • Implementation analysis, including vendor methodology, best practices, maintenance and support, workshops, training and professional services
  • Vendor pricing for 250-seat on-premise and cloud-based WFM implementations, including incremental costs for optional modules
  • Results of a wide-ranging customer satisfaction survey that measures and ranks ratings across 17 product components, 14 effectiveness categories, and 10 vendor categories
  • Detailed company reports for the 8 leading and contending WFM vendors, analyzing their products, functionality and future product development plans
  • Comprehensive WFM Vendor Directory

Report Highlights

  • NewGen WFM solutions are revolutionizing and reinvigorating the WFM market: Vendors are starting to invest in new solutions supported by adaptive real-time scheduling, which enables an unprecedented degree of forecasting flexibility for enterprises and agents. These new WFM modules allow companies to address unforeseen events, and provide managers with real-time guidance to address out-of-adherence situations that arise during the day. Customers benefit from the solutions' ability to provide appropriate resource allocation to address service levels at all times.
  • WFM solutions address the needs of Millennial workers and consumers: The Millennial generation expects a work/life balance at their job, and a customized service experience at the consumer end. The new generation of WFM solutions addresses these ever-growing expectations by providing employees with flexible schedules and greater scheduling autonomy. This results in improved staff satisfaction and engagement, which translates into better service for consumers.
  • The WFM sector is performing well and growing at a strong rate for a mature market: The number of WFM seats grew by 8.8% between 2015 and 2016, with some of the growth occurring in seats outside of the contact center - back offices and branches. This presents a great opportunity for WFM, and the vendors should continue to target this sector. The overall WFM market is expected to continue to grow by 8% in 2017 and 2018, and by 9% in 2019, 2020 and 2021.

SAMPLE

Table of Contents

1. Executive Summary

2. Introduction

3. DMG Consulting 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. DMG 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

Appendix: Workforce Management Vendor Directory

TABLE OF FIGURES

  • Figure 1: WFM Market Segments
  • Figure 2: WFM Market Segments Supported, by Vendor
  • Figure 3: Service Delivery Models, Advantages and Disadvantages
  • Figure 4: DMG's Service Delivery Model Definitions
  • Figure 5: WFM Vendor Service Delivery Options
  • Figure 6: WFM Building Blocks
  • Figure 7: High-Level WFM Suite Capabilities
  • Figure 8: Forecasting
  • Figure 9: Scheduling
  • Figure 10: Intraday Management
  • Figure 11: Shrinkage
  • Figure 12: Real-Time Adherence
  • Figure 13: Dashboards and Reporting and Analytical Capabilities
  • Figure 14: Long-Term Planning and Budgeting
  • Figure 15: High-Level Technical Summary
  • Figure 16: Security
  • Figure 17: Integration Capabilities
  • Figure 18: Globalization
  • Figure 19: 2017 WFM Trends
  • Figure 20: 2017 WFM Challenges
  • Figure 21: New Product Features, by Vendor
  • Figure 22: New Product Features, by Category
  • Figure 23: Future Application Enhancements, by Category
  • Figure 24: The Uber-ization of WFM
  • Figure 25: Challenges with WFM Solutions
  • Figure 26: NewGen WFM Process Flow
  • Figure 27: NewGen WFM Improves the Staffing Paradigm
  • Figure 28: Benefits of NewGen WFM
  • Figure 29: Intraday Management is Essential for NewGen WFM
  • Figure 30: Real Time Adaptive Scheduling Functional Requirements
  • Figure 31: Intraday vs. Real-Time Adaptive Scheduling
  • Figure 32: Benefits of Engaged Agents
  • Figure 33: Agent Self-Service
  • Figure 34: Gamification
  • Figure 35: Time-Off Management
  • Figure 36: Mobility Features
  • Figure 37: Omni-Channel Functionality
  • Figure 38: Multi-Skill Functionality
  • Figure 39: Back-Office Workforce Optimization Suites
  • Figure 40: Back Office/Branch
  • Figure 41: Back-Office/Branch WFM Benefits
  • Figure 42: Back-Office Return on Investment (ROI)
  • Figure 43: WFM Market Activity, as of December 31, 2016
  • Figure 44: Intraday Management Market Activity by Vendor, as of December 31, 2016
  • Figure 45: Total Number of Intraday Management Customers and Seats, 2014 - 2016 Trends
  • Figure 46: WFM Market Share by Number of Seats, as of December 31, 2016
  • Figure 47: WFM Market Share by Number of Seats, as of December 31, 2016
  • Figure 48: Total Number of WFM Seats, 2016 vs. 2015 Comparison
  • Figure 49: Total Number of WFM Seats, 2007 - 2016 Trends
  • Figure 50: WFM Seat Projections, 2017 - 2021
  • Figure 51: WFM Market Vendor Framework
  • Figure 52.1: Company Information as of December 31, 2016
  • Figure 52.2: Company Information as of December 31, 2016
  • Figure 53: High-Level WFM Suite Components
  • Figure 54: Packaged Solutions
  • Figure 55: Small and Mid-Size
  • Figure 56: Benefits
  • Figure 57: Contact Center Return on Investment (ROI)
  • Figure 58: Implementation Analysis
  • Figure 59: Implementation Analysis
  • Figure 60: Training, Documentation and Professional Services
  • Figure 61: Maintenance and Ongoing Support
  • Figure 62: 2017 Premise-Based Price Ranges By Solution
  • Figure 63: Pricing: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Premise-Based WFM Solution
  • Figure 64: Pricing: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Premise-Based WFM Solution
  • Figure 65: Pricing: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Cloud-Based
  • Figure 66: Pricing: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Cloud-Based
  • Figure 67: Customer Survey Rating Categories
  • Figure 68: Average Satisfaction Ratings, by Category
  • Figure 69: Current Product Satisfaction Ratings, by Customer
  • Figure 70: Implementation Satisfaction Ratings, by Customer
  • Figure 71: Training Satisfaction Ratings, by Customer
  • Figure 72: Professional Services Satisfaction Ratings, by Customer
  • Figure 73: Ongoing Service and Support Satisfaction Ratings, by Customer
  • Figure 74: Product Innovation Satisfaction Ratings, by Customer
  • Figure 75: Pricing Satisfaction Ratings, by Customer
  • Figure 76: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
  • Figure 77: Vendor Communication Satisfaction Ratings, by Customer
  • Figure 78: Overall Vendor Satisfaction Ratings, by Customer
  • Figure 79: Product Satisfaction Ratings, by Category
  • Figure 80: Omni-Channel Forecasting Satisfaction Ratings, by Customer
  • Figure 81: Voice-Only Forecasting Satisfaction Ratings, by Customer
  • Figure 82: Forecasting AccuracySatisfaction Ratings, by Customer
  • Figure 83: Multi-skill Scheduling Satisfaction Ratings, by Customer
  • Figure 84: Scheduling Features and Flexibility Satisfaction Ratings, by Customer
  • Figure 85: Intraday Management Capabilities Satisfaction Ratings, by Customer
  • Figure 86: Real-Time Adherence Features Satisfaction Ratings, by Customer
  • Figure 87: Agent Self-Service Features Satisfaction Ratings, by Customer
  • Figure 88: Time-Off Management Features and Functionality Satisfaction Ratings, by Customer
  • Figure 89: Long-Term Planning Capabilities Satisfaction Ratings, by Customer
  • Figure 90: Budgeting/Cost Management Capabilities Satisfaction Ratings, by Customer
  • Figure 91: Timekeeping and Payroll Management Features Satisfaction Ratings, by Customer
  • Figure 92: Back-Office/Branch Functionality Satisfaction Ratings, by Customer
  • Figure 93: Reporting and Dashboards Satisfaction Ratings, by Customer
  • Figure 94: Ease of System Configuration/Set-Up/Use Satisfaction Ratings, by Customer
  • Figure 95: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
  • Figure 96: Mobility Features Satisfaction Ratings, by Customer
  • Figure 97: Product Effectiveness Ratings, by Category
  • Figure 98: Ability to Improve Forecasting Accuracy Satisfaction Ratings, by Customer
  • Figure 99: Ability to Improve Scheduling Efficiency and Reduce Overstaffing/Understaffing Satisfaction Ratings, by Customer
  • Figure 100: Ability to Improve Agent Utilization/Occupancy Satisfaction Ratings, by Customer
  • Figure 101: Ability to Improve Agent Adherence Satisfaction Ratings, by Customer
  • Figure 102: Ability to Automate the Handling of Intraday Management Satisfaction Ratings, by Customer
  • Figure 103: Ability to Manage Planned and Unplanned Shrinkage Satisfaction Ratings, by Customer
  • Figure 104: Ability to Improve Agent Engagement and Scheduling Autonomy Satisfaction Ratings, by Customer
  • Figure 105: Ability to Support Complex Global Work Rules Satisfaction Ratings, by Customer
  • Figure 106: Ability to Support Agent Preferences Satisfaction Ratings, by Customer
  • Figure 107: Ability to Support Variable and Flexible Schedule Options and Multiple Pay Scales Satisfaction Ratings, by Customer
  • Figure 108: Ability to Improve Supervisor Real-Time Oversight Satisfaction Ratings, by Customer
  • Figure 109: Ability to Improve Contact Center Performance Satisfaction Ratings, by Customer
  • Figure 110: Ability to Streamline Processes for Timekeeping, Payroll and Vacation/Time-Off Management Satisfaction Ratings, by Customer
  • Figure 111: Ability to Project Agent Skill Requirements Satisfaction Ratings, by Customer
  • Figure 112: What Modules are you using from your WFM vendor?
  • Figure 113: What channels do you use your WFM vendor to support?
  • Figure 114: What are the top 3 - 5 benefits you have gained from using the WFM solution?
  • Figure 115: Please tell us the top 3 - 5 strengths of your WFM solution.
  • Figure 116: Please tell us the top 3 - 5 challenges of your WFM solution.
  • Figure 117: What product enhancements would you like to see?
  • Figure 118: Please provide any additional comments about your experience with the vendor and/or product.
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