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市場調查報告書

勞動力管理產品與市場分析:2018∼2019年

2018-2019 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 416 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:2018∼2019年 2018-2019 Workforce Management Product and Market Report
出版日期: 2018年03月12日 內容資訊: 英文 416 Pages
簡介

勞動力管理 (WFM)的席次數,2018年∼2019年9%,2020年∼2022年10%的成長預計。

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 勞動力管理 (WFM) 市場區分

第5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6章 WFM功能的結構要素

  • 核心/附加價值/附加功能
  • 各供應商的高標準WFM套件的特徵
  • 整合功能
  • 安全
  • 儀表板表示,報告作成,分析

第7章 WFM的趨勢與課題

  • WFM的趨勢
  • WFM的課題

第8章 WFM市場上的革新

  • 新產品的特徵
  • 今後的產品改良預測

第9章 數位時代的WFM

  • 全通路預測
  • 演算法
  • 全通路、調度
  • 全通路客戶體驗
  • 行動
  • 全球化

第10章 與日常管理自動化

第11章 市場縮小

第12章 即時遵守

第13章 即時適應型調度:人員配置的間隙的補充

  • 「即時適應型調度」是什麼?
  • 即時適應型調度 ≠日常管理
  • 即時適應型調度的優點
  • 即時適應型調度的決策組成架構
  • 各供應商的即時適應型調度支援能力

第14章 參加意識和生產率的高的工作勢力

  • 人力資源企業用自助服務
  • 休閒管理和工作、生命、平衡
  • 數位學習/會議管理
  • 遊戲化

第15章 長期性成功的計劃:策略籌劃

  • 各供應商的長期策略籌劃能力
  • 採用管理能力
  • 職場配置能力

第16章 後勤部門WFM

  • 後勤部門WFM

第17章 WFM市場活動分析

  • 市場數的檢驗
  • WFM市場佔有率分析

第18章 WFM市場引進

第19章 WFM市場預測

第20章 客服中心WFM市場競爭環境

  • WFM供應商的概要

第21章 WFM供應商與解決方案

  • 企業概要
  • 各供應商的高標準WFM套件的結構要素
  • 包裝型解決方案
  • 中小企業導向服務

第22章 WFM的優點與投資報酬率 (ROI)

  • 供應商WFM的優點的類別
  • WFM市場投資報酬率 (ROI)的分析

第23章 實行分析

  • 實行流程
  • 實行的最佳業務實踐
  • 訓練、專門服務
  • 整備、支援

第24章 定價

  • 內部部署方式的費用帶:各解決方案
  • 內部部署方式的定價
  • 雲端方式的定價

第25章 WFM供應商的滿意度分析

  • 調查結果的概要與分析:供應商、類別
    • 供應商的滿意度:各子分類/各用戶
  • 調查結果的概要與分析:產品類型
    • 產品的滿意度:各子分類/各用戶
  • 調查結果的概要與分析:產品的有效性
    • 產品的有效性:各子分類/各用戶
  • 與客戶的背景情況考察
    • 顧客滿意度的背景情況
    • 應該解決的主要課題:WFM解決方案相關
    • WFM解決方案的優勢
    • 產品改良
    • 額外的評論

第26章 企業分析

  • Aspect Software, Inc.
  • Calabrio
  • Genesys
  • Intradiem
  • NICE
  • Teleopti
  • Verint Systems

附錄:WFM供應商的一覽

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目錄

DMG Consulting's 11th annual ‘Workforce Management Product and Market’ Report presents the most thorough coverage and insightful analysis of this changing technology sector. The 416-page Report contains detailed and comprehensive vendor, product, trend, price and market data to help leaders in the contact center, back office and branches select the right WFM solution for their organization. The Report also provides best practices for a successful implementation and achieving a rapid ROI on a WFM investment.

Workforce management (WFM) is one of the most important and impactful productivity tools in contact centers. It helps keep staff-related costs down in these people-intensive environments by optimizing schedules and the allocation of resources. WFM also helps companies anticipate and match the needs of incoming transactions to the skills and availability of agents. To achieve this goal, contact centers need insights into the nature of the transactions as well as the individuals who initiate the contacts. Current generation WFM solutions use algorithms to predict the future. NewGen WFM solutions will use real-time adaptive capabilities combined with machine learning and artificial intelligence (AI) to improve the accuracy of forecasts and schedules.

The WFM sector has never been healthier; most of the growth is from sales to contact centers, but adoption of WFM solutions is picking up in branches and back offices. The market is experiencing a major technology refresh due to the transition to the cloud and digital transformation. The cloud has enabled small and mid-size contact centers to more easily adopt WFM solutions, and they are rapidly getting on board. The strong momentum in the WFM market is encouraging vendors to make substantial investments in upgrading their platforms and functionality, but changes to the underlying architecture, data models and databases are needed to deliver NewGen real-time adaptive solutions.

Real-time adaptive capabilities will be instrumental in the future of WFM solutions. There is great opportunity to build a new generation of WFM solutions that are more closely tied to the routing engine of the contact center infrastructure solution. In the meantime, adding real-time adaptive capabilities to an existing WFM solution will dramatically improve the benefits, as it allows the solution to adjust to changes as they occur throughout a business day.

Besides the opportunity to transform and revolutionize WFM in contact centers, there is an even bigger opportunity to sell these solutions to back offices and branches. The opportunity is there and waiting for a vendor who delivers a solution built from the ground up, supported by vertically-oriented professional services and packaged offerings.

DMG expects the WFM sector to continue to grow at a strong rate for a mature market. The number of WFM seats is expected to increase by 9% in 2018 and 2019, and by 10% in 2020, 2021 and 2022. However, the rate of growth will be substantially stronger if some of the opportunities mentioned above break open.

The ‘2018 - 2019 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, business and management trends that are redefining staffing paradigms, management practices, and how enterprises and their contact centers view and interact with their customers, prospects and employees. This Report provides an analysis of WFM market activity as well as 5-year market projections. It also explores back-office and branch WFM market opportunities and applications.

Seven leading and contending vendors are featured in the Report: Aspect, Calabrio, Genesys, NICE, Teleopti and Verint. Intradiem, who specializes in intraday management and automation solutions, is covered at a higher level. The Report provides details about the vendors and their offerings, so that leaders in contact centers, back offices and branches, and the enterprise can differentiate between the solutions and select the right functionality and partner to meet their organization's current and future WFM needs

Key Reasons to Buy this Report:

  • Overview of workforce management market segments and vendor-supported activities
  • Service deployment options for WFM solutions
  • Functional building blocks of contact center WFM suites, including core, value-added and optional modules
  • Business, service and management trends and challenges that are driving enterprise investments and influencing vendor innovation
  • WFM market innovation, including a review of recently introduced functionality and what is planned for the next 12 - 18 months
  • Insightful discussion of the impact of the digital transformation on WFM innovation, including omni-channel forecasting and scheduling, mobility and globalization
  • Explanation of how real-time adaptive scheduling is the future of WFM
  • Examination of how WFM is critical in creating an engaged and productive workforce
  • Update on the developing back-office and branch capabilities of the featured WFM suite providers
  • Analysis of long-term strategic planning capabilities, including hiring management and workspace allocation
  • WFM market activity analysis, adoption rates and 5-year market growth projections
  • Review and assessment of the WFM competitive landscape
  • Overview of the 7 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
  • Comprehensive customer satisfaction survey results that measure and rank ratings across 21 product components, 13 effectiveness categories and 10 vendor categories
  • Detailed company reports for the 7 leading and contending WFM vendors, analyzing their products, functionality and future product development plans
  • Comprehensive WFM Vendor Directory

Report Highlights:

  • Real-time adaptive forecasting and scheduling will be a core component of NewGen WFM: The market is hungry for new and improved WFM solutions with more flexibility and accuracy. When these new capabilities are tied to the routing engines of ACDs, their effectiveness will improve dramatically. This represents a major transformation for contact centers and a huge opportunity for market innovation and disruptive products.
  • New solutions are necessary to break open the back-office and branch WFM opportunity: Instead of retro-fitting contact center solutions, cost-effective new offerings must be built from the ground up, supported by vertical-specific professional services. These new offerings must be able to handle the unique needs of the back office, including deferred work, backlog, and overseeing work that spans multiple people and departments.
  • AI is the future of servicing: Today's WFM solutions help companies forecast and match their available staff resources to the volume and type of incoming interactions. In the future, AI will help by creating a dynamic and self-learning routing process where service adaptations are driven by nuanced changes in volume and resources throughout each work day.

SAMPLE FIGURE

Table of Contents

1. Executive Summary

2. Introduction

3. DMG Consulting Research Methodology

  • 3.1. Report Participation Criteria

4. Workforce Management 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 Characteristics
  • 6.3. Integration capabilities
  • 6.4. Security
  • 6.5. Dashboards, Reporting and Analytics

7. Workforce Management Trends and Challenges

  • 7.1. Workforce Management Trends
  • 7.2. Workforce Management Challenges

8. Workforce Management Market Innovation

  • 8.1. New Product Features
  • 8.2. Future Enhancements

9. WFM for the Digital Age

  • 9.1. Omni-Channel Forecasting
  • 9.2. Algorithms
  • 9.3. Omni-Channel Scheduling
  • 9.4. Omni-Channel Customer Experience
  • 9.5. Mobility
  • 9.6. Globalization

10. Intraday Management and Automation

11. Shrinkage

12. Real-Time Adherence

13. Real-Time Adaptive Scheduling Bridges the Staffing Gap

  • 13.1. What is Adaptive Real-Time Scheduling?
  • 13.2. Adaptive Real-Time Scheduling ≠ Intraday Management
  • 13.3. Benefits of Adaptive Real-Time Scheduling
  • 13.4. Adaptive Real-Time Scheduling Decision Framework
  • 13.5. Vendor Adaptive Real-Time Scheduling Capabilities

14. An Engaged and Productive Workforce

  • 14.1. Agent Self-Service
  • 14.2. Time-Off Management and Work/Life Balance
  • 14.3. eLearning/Meeting Management
  • 14.4. Gamification

15. Planning for Long-Term Success - Strategic Planning

  • 15.1. Vendor Long-Term Strategic Planning Capabilities
  • 15.2. Hiring Management Capabilities
  • 15.3. Workspace Allocation Capabilities

16. Back-Office WFM

  • 16.1. Back-Office WFM

17. Workforce Management Market Activity Analysis

  • 17.1. Validating Market Numbers
  • 17.2. WFM Market Share Analysis

18. Workforce Management Market Adoption

19. Workforce Management Projections

20. Contact Center Workforce Management Competitive Landscape

  • 20.1. WFM Vendor Summaries

21. Workforce Management Vendors and Solutions

  • 21.1. Company Snapshot
  • 21.2. Vendor High-Level WFM Suite Components
  • 21.3. Packaged Solutions
  • 21.4. SMB Offerings

22. Workforce Management Benefits and Return on Investment

  • 22.1. Vendor WFM Benefit Categories
  • 22.2. WFM ROI Analysis

23. Implementation Analysis

  • 23.1. Implementation Process
  • 23.2. Implementation Best Practices
  • 23.3. Training and Professional Services
  • 23.4. Maintenance and Support

24. Pricing

  • 24.1. Premise-Based Price Range, by Solution
  • 24.2. Premise-Based Pricing
  • 24.3. Cloud-Based Pricing

25. WFM Vendor Satisfaction Analysis

  • 25.1. Summary of Survey Findings and Analysis: Vendor Categories
    • 25.1.1. Vendor Satisfaction by Sub-Category and Customer
  • 25.2. Summary of Survey Findings and Analysis: Product Categories
    • 25.2.1. Product Satisfaction by Sub-Category and Customer
  • 25.3. Summary of Survey Findings and Analysis: Product Effectiveness
    • 25.3.1. Product Effectiveness by Sub-Category and Customer
  • 25.4. Customer Background and Insights
    • 25.4.1. Customer Background
    • 25.4.2. Top Challenges to Solve with a WFM Solution
    • 25.4.3. Strengths of WFM Solutions
    • 25.4.4. Product Enhancements
    • 25.4.5. Additional Comments

26. Company Reports

  • 26.1. Aspect Software, Inc.
  • 26.2. Calabrio
  • 26.3. Genesys
  • 26.4. Intradiem
  • 26.5. NICE
  • 26.6. Teleopti
  • 26.7. Verint Systems

Appendix: Workforce Management Vendor Directory

TABLE OF FIGURES

  • Figure 1: WFM Market Segments
  • Figure 2: Vendor Supported Market Segments
  • Figure 3: Service Delivery Models, Advantages and Disadvantages
  • Figure 4: DMG's Service Delivery Definitions
  • Figure 5: Vendor Service Delivery Options
  • Figure 6: WFM Building Blocks
  • Figure 7: High-Level WFM Suite Capabilities
  • Figure 8: Integration Capabilities
  • Figure 9: Security
  • Figure 10: Dashboards, Reporting and Analytics
  • Figure 11: WFM Trends for 2018
  • Figure 12: WFM Challenges for 2018
  • Figure 13: New Product Features, by Vendor
  • Figure 14: New Product Features, by Category
  • Figure 15: Future Enhancements, by Category
  • Figure 16: Omni-Channel Functionality
  • Figure 17: Omni-Channel Forecasting
  • Figure 18: Algorithms
  • Figure 19: Omni-Channel Scheduling
  • Figure 20: Omni-Channel Customer Experience
  • Figure 21: Mobility
  • Figure 22: Globalization
  • Figure 23: Intraday Management and Automation
  • Figure 24: Shrinkage
  • Figure 25: Real-Time Adherence
  • Figure 26: Adaptive Real-Time Scheduling Defined
  • Figure 27: Intraday Management vs. Real-Time Adaptive Scheduling
  • Figure 28: The Benefits of Real-Time Adaptive Scheduling
  • Figure 29: Adaptive Real-Time Scheduling
  • Figure 30: Agent Self-Service
  • Figure 31: Time-Off Vacation Management
  • Figure 32: eLearning/Meeting Management
  • Figure 33: Gamification Features to Promote Agent Engagement
  • Figure 34: Gamification
  • Figure 35: Long-Term Planning and Budgeting
  • Figure 36: Hiring Management
  • Figure 37: Workspace Allocation
  • Figure 38: Back-Office/Branch
  • Figure 39: WFM Market Activity, as of December 31, 2017
  • Figure 40: Intraday Management Market Activity, as of December 31, 2017
  • Figure 41: Total Number of Intraday Management Customers and Seats, 2014 - 2017 Trends
  • Figure 42: WFM Market Share by Number of Seats, as of December 31, 2017
  • Figure 43: WFM Market Share by Number of Seats, as of December 31, 2017
  • Figure 44: Total Number of WFM Seats and Customers, 2017 vs. 2016 Comparison
  • Figure 45: Total Number of WFM Seats, 2008 - 2017 Trends
  • Figure 46: WFM Seat Projections, 2018 - 2022
  • Figure 47: WFM Market Vendor Framework Figure 48: Company Information
  • Figure 49: High-Level WFO Suite Components
  • Figure 50: Packaged Offerings
  • Figure 51: Small and Mid-Sized Offerings
  • Figure 52: Vendor WFM Benefit Categories
  • Figure 53: WFM ROI Analysis
  • Figure 54: Implementation, Professional Services, Training and Support
  • Figure 55: Implementation Best Practices
  • Figure 56: Training and Professional Services
  • Figure 57: Maintenance and Support
  • Figure 58: 2018 Premise-Based Price Ranges, by Solution
  • Figure 59: Premise-Based Pricing for Forecasting and Scheduling for a Single-Site, 250-Seat Contact Center
  • Figure 60: Premise-Based Pricing for Incremental WFM Modules for a Single-Site, 250-Seat Contact Center
  • Figure 61: Cloud-Based Pricing for Forecasting and Scheduling for a Single-Site, 250-Seat Contact Center
  • Figure 62: Cloud-Based Pricing for Incremental WFM Modules for a Single-Site, 250-Seat Contact Center
  • Figure 63: Customer Survey Rating Categories
  • Figure 64: Average Satisfaction Ratings, by Category
  • Figure 65: Current Product Satisfaction Ratings, by Customer
  • Figure 66: Implementation Satisfaction Ratings, by Customer
  • Figure 67: Training Satisfaction Ratings, by Customer
  • Figure 68: Professional Services Satisfaction Ratings, by Customer
  • Figure 69: Ongoing Service and Support Satisfaction Ratings, by Customer
  • Figure 70: Planned Product Innovation Satisfaction Ratings, by Customer
  • Figure 71: Pricing Satisfaction Ratings, by Customer
  • Figure 72: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
  • Figure 73: Vendor Communication Satisfaction Ratings, by Customer
  • Figure 74: Overall Vendor Satisfaction Ratings, by Customer
  • Figure 75: Product Satisfaction Ratings by Category
  • Figure 76: Omni-Channel Forecasting Satisfaction Ratings, by Customer
  • Figure 77: Multi-Skill Scheduling Satisfaction Ratings, by Customer
  • Figure 78: Intraday Management Capabilities Satisfaction Ratings, by Customer
  • Figure 79: Real-Time Adherence Features Satisfaction Ratings, by Customer
  • Figure 80: Agent Self-Service Features Satisfaction Ratings, by Customer
  • Figure 81: Vacation/Time-Off Management Features and Functionality Satisfaction Ratings, by Customer
  • Figure 82: eLearning/Meeting Management Capabilities Satisfaction Ratings, by Customer
  • Figure 83: Long-Term Strategic Planning Capabilities Satisfaction Ratings, by Customer
  • Figure 84: Budgeting/Cost Management Capabilities Satisfaction Ratings, by Customer
  • Figure 85: Timekeeping and Payroll Management Features Satisfaction Ratings, by Customer
  • Figure 86: Back-Office/Branch Functionality Satisfaction Ratings, by Customer
  • Figure 87: Reporting/Dashboards Satisfaction Ratings, by Customer
  • Figure 88: Ease of System Configuration/Set-Up/Use Satisfaction Ratings, by Customer
  • Figure 89: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
  • Figure 90: Mobility Features Satisfaction Ratings, by Customer
  • Figure 91: Hiring Management Satisfaction Ratings, by Customer
  • Figure 92: Workspace Allocation Satisfaction Ratings, by Customer
  • Figure 93: Gamification Satisfaction Ratings, by Customer
  • Figure 94: Performance Management Satisfaction Ratings, by Customer
  • Figure 95: Desktop Analytics Satisfaction Ratings, by Customer
  • Figure 96: Robotic Process Automation Satisfaction Ratings, by Customer
  • Figure 97: Product Effectiveness Ratings by Category
  • Figure 98: Ability to Forecast Accurately Satisfaction Ratings, by Customer
  • Figure 99: Ability to Schedule Efficiently and Effectively 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 Automatically Identify and Automate Real-Time Intraday Management Adjustments Satisfaction Ratings, by Customer
  • Figure 103: Ability to Manage Planned and Unplanned Shrinkage Satisfaction Ratings, by Customer
  • Figure 104: Ability to Support Agent Self-Scheduling and Scheduling Preferences Satisfaction Ratings, by Customer
  • Figure 105: Ability to Support Complex Global Work Rules Satisfaction Ratings, by Customer
  • Figure 106: Ability to Support Flex-Scheduling Satisfaction Ratings, by Customer
  • Figure 107: Ability to Streamline Administrative Processes Satisfaction Ratings, by Customer
  • Figure 108: Ability to Create Long-Term Staffing Plans at the Skill Level Satisfaction Ratings, by Customer
  • Figure 109: Ability to Improve Supervisor Real-Time Oversight Satisfaction Ratings, by Customer
  • Figure 110: Ability to Improve Contact Center Performance Satisfaction Ratings, by Customer
  • Figure 111: What channels do you use your WFM solution to support?
  • Figure 112: What were the top 3 - 5 challenges you wanted to solve with the WFM solution?
  • Figure 113: Please tell us the top 3 - 5 strengths of your WFM solution.
  • Figure 114: Please list the product enhancements you would like to see.
  • Figure 115: Additional comments about your experience with the vendor and/or product.
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