企業勞動力管理產品和市場報告:2023-2024
市場調查報告書
商品編碼
1252003

企業勞動力管理產品和市場報告:2023-2024

2023 - 2024 Enterprise Workforce Management Product and Market Report

出版日期: | 出版商: DMG Consulting LLC | 英文 | 商品交期: 最快1-2個工作天內

價格

本報告調查了全球企業勞動力管理產品和市場,包括產品定義和概述、主要趨勢和挑戰、創新、滿意度調查、主要 WFM 解決方案的比較分析和排名、我有簡介等。

內容

第 1 章執行摘要

第二章介紹

第 3 章 DMG 諮詢研究方法論

第 4 章勞動力管理套件定義

  • WFM 供應商套件概覽

第 5 章勞動力管理趨勢和問題

  • 趨勢
  • 任務

第 6 章勞動力管理市場的創新

  • 新功能
  • 新能力

第 7 章人工智能支持的勞動力管理解決方案

第 8 章全渠道企業的勞動力管理

  • 全渠道勞動力管理要求
  • 全渠道預測
  • 全渠道調度
  • 混合勞動力需求

第 9 章滿足代理期望

  • 代理自助服務
  • 電子學習/會議管理
  • 遊戲化

第 10 章實時聯絡中心的實時 WFM 解決方案

  • 實時自適應盤中管理
  • 實時遵守

第 11 章著眼於未來

  • 長期戰略計劃
  • 招聘管理
  • 工作區分配

第 12 章後台/分支機構勞動力管理

第 13 章 WFM 市場活動

  • 驗證市場數量
  • WFM 市場份額分析

第 14 章 WFM 採用

第 15 章 WFM 市場預測

第 16 章 WFM 的競爭格局

  • 企業概況
  • 高級功能摘要
  • 儀表板/報告/KPI

第 17 章勞動力管理供應商滿意度分析

  • 調查結果和分析摘要:供應商類別
    • 供應商滿意度:按類別和客戶
  • 調查結果和分析摘要:WFM 套件模塊
    • WFM 模塊滿意度:按類別和客戶
  • 調查結果和分析摘要:WFM 產品功能
    • WFM 產品功能滿意度:按類別和客戶
  • 客戶背景和見解
    • WFM 解決方案支持的渠道
    • WFM 解決方案在應對聯絡中心的主要挑戰方面的實用性
    • WFM 的 3-5 大限制
    • 補充意見

第 18 章定價

  • 基於雲的定價

第十九章公司報告

  • Alvaria
  • Assembled, Inc.
  • Calabrio
  • Genesys
  • NICE
  • Playvox
  • Puzzel, Ltd.
  • Verint Systems

附錄:勞工管理供應商名錄

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**
  • NICE
  • Playvox
  • Puzzel
  • Verint

*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

Table of Figures

  • Figure 1: Enterprise WFM Suite Components
  • Figure 2: High-Level WFM Suite Components
  • Figure 3: 2023 WFM Trends
  • Figure 4: 2023 WFM Challenges
  • Figure 5: New Product Features
  • Figure 6: Future Enhancements, by Category
  • Figure 7.1: AI-Enabled WFM Capabilities
  • Figure 7.2: AI-Enabled WFM Capabilities
  • Figure 8: Enhanced WFM for an Omnichannel World
  • Figure 9.1: Omnichannel WFM Requirements
  • Figure 9.2: Omnichannel WFM Requirements
  • Figure 10.1: Omnichannel Forecasting
  • Figure 10.2: Omnichannel Forecasting
  • Figure 11.1: Shrinkage
  • Figure 11.2: Shrinkage
  • Figure 12.1: Omnichannel Scheduling
  • Figure 12.2: Omnichannel Scheduling
  • Figure 13.1: Hybrid Workforce
  • Figure 13.2: Hybrid Workforce
  • Figure 14: Agent Expectations
  • Figure 15.1: Agent Self-Service
  • Figure 15.2: Agent Self-Service
  • Figure 16.1: eLearning/Meeting Management
  • Figure 16.2: eLearning/Meeting Management
  • Figure 17.1: Gamification
  • Figure 17.2: Gamification
  • Figure 18: Real-Time Adaptive Intraday Management
  • Figure 19.1: Real-Time Adaptive Intraday Management
  • Figure 19.2: Real-Time Adaptive Intraday Management
  • Figure 20.1: Real-Time Adherence
  • Figure 20.2: Real-Time Adherence
  • Figure 21.1: Long-Term Strategic Planning
  • Figure 21.2: Long-Term Strategic Planning
  • Figure 22: Workforce Challenges
  • Figure 23.1: Hiring Management
  • Figure 23.2: Hiring Management
  • Figure 24.1: Workspace Allocation
  • Figure 24.2: Workspace Allocation
  • Figure 25: WFM Modules for Back-Office and Branch Operations
  • Figure 26: Back-Office/Branch
  • Figure 27: WFM Market Activity, as of December 31, 2022
  • Figure 28: WFM Market Share by Number of Seats, as of December 31, 2022
  • Figure 29: WFM Market Share by Number of Seats, as of December 31, 2022
  • Figure 30: Total Number of WFM Seats and Customers, 2022 vs. 2021 Comparison
  • Figure 31: Total Number of WFM Seats, 2013 - 2022 Trends
  • Figure 32: WFM Revenue Projections, 2023 - 2027
  • Figure 33.1: Company Information as of December 31, 2022
  • Figure 33.2: Company Information as of December 31, 2022
  • Figure 34.1: High-Level Functional Summary
  • Figure 34.2: High-Level Functional Summary
  • Figure 35.1: Dashboards, Reporting, and KPIs
  • Figure 35.2 Dashboards, Reporting, and KPIs
  • Figure 36: Customer Survey Rating Categories
  • Figure 37: Average Vendor Satisfaction Ratings, by Category
  • Figure 38: Product Satisfaction Ratings, by Customer
  • Figure 39: Implementation Satisfaction Ratings, by Customer
  • Figure 40: Professional Services Satisfaction Ratings, by Customer
  • Figure 41: Training Satisfaction Ratings, by Customer
  • Figure 42: Ongoing Service and Support Satisfaction Ratings, by Customer
  • Figure 43: Product Innovation Satisfaction Ratings, by Customer
  • Figure 44: Responsiveness to Product Enhancement Requests Ratings, by Customer
  • Figure 45: Communication Satisfaction Ratings, by Customer
  • Figure 46: Pricing Satisfaction Ratings, by Customer
  • Figure 47: Overall Vendor Satisfaction Ratings, by Customer
  • Figure 48: Average WFM Suite Modules Satisfaction Ratings, by Category
  • Figure 49: Omnichannel Forecasting Satisfaction Ratings, by Customer
  • Figure 50: Digital Forecasting Satisfaction Ratings, by Customer
  • Figure 51: Omnichannel Scheduling Satisfaction Ratings, by Customer
  • Figure 52: Multi-Skill Scheduling Satisfaction Ratings, by Customer
  • Figure 53: Real-Time Adaptive Intraday Management Satisfaction Ratings, by Customer
  • Figure 54: Real-Time Agent Adherence Satisfaction Ratings, by Customer
  • Figure 55: Agent Self-Service Satisfaction Ratings, by Customer
  • Figure 56: eLearning/Meeting Management Satisfaction Ratings, by Customer
  • Figure 57: Vacation/Time-Off Management Satisfaction Ratings, by Customer
  • Figure 58: Long-Term Strategic Planning Satisfaction Ratings, by Customer
  • Figure 59: Gamification Satisfaction Ratings, by Customer
  • Figure 60: Average WFM Product Capabilities Satisfaction Ratings, by Category
  • Figure 61: Ability to Support the Unique Requirements of Each Voice and Digital Channel Satisfaction Ratings, by Customer
  • Figure 62: Ability to Support a Hybrid Workforce Consisting of On-Site and Work-at-Home Agents and Intelligent Self-Service Solutions Satisfaction Ratings, by Customer
  • Figure 63: Ability to Automatically Determine the Forecasting/Scheduling Algorithm or Model to Produce Optimal Results Satisfaction Ratings, by Customer
  • Figure 64: Ability to Leverage AI and Machine Learning to Enhance the Performance of Your WFM Solution Satisfaction Ratings, by Customer
  • Figure 65: Ability to Create Accurate Long-Term Multi-Skill Hiring/ Staffing/Training Plans Satisfaction Ratings, by Customer
  • Figure 66: Ability to Customize/Capture KPIs and Metrics to Measure Contact Center and Agent Performance Satisfaction Ratings, by Customer
  • Figure 67: Agent, Supervisor, and Administrator Mobile Capabilities Satisfaction Ratings, by Customer Figure 68: Ease of Use/Usability Satisfaction Ratings, by Customer
  • Figure 69: Ease of Administration Satisfaction Ratings, by Customer
  • Figure 70: System Flexibility (Ability to Accommodate Unique or Specific Requirements) Satisfaction Ratings, by Customer
  • Figure 71: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
  • Figure 72: Channels Supported by the WFM Solution
  • Figure 73: Top 3 - 5 Ways Your WFM Solution Helps to Address Your Contact Center Challenges
  • Figure 74: Top 3 - 5 Limitations of your WFM Solution
  • Figure 75: Additional Comments about your Experience with the Vendor and/or Product.
  • Figure 76. Pricing: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Cloud-Based Voice and Digital Channel Solution