워크포스 최적화/워크포스 관여 관리 제품과 시장 분석(2022-2023년)

DMG Consulting LLC's “Enterprise Workforce Optimization/Workforce Engagement Management Product and Market Report” presents an insightful and in-depth analysis focused primarily on the contact center workforce optimization (WFO) and workforce engagement management (WEM) sector. The Report explores today's WFO/WEM market, its current trends and challenges, competitive landscape, product suites, increasingly sophisticated technology, and the wave of innovation that is propelling these valuable solutions into the future. It also explains how artificial intelligence (AI), analytics, and automation are being leveraged in WFO/WEM modules to enhance the customer experience (CX) and employee experience (EX), and to raise the profile of contact centers to the status of essential corporate contributors.

SAMPLE FIGURE:

The primary purpose of WFO/WEM solutions is to capture and provide the insights, analytics, and automation that companies need to build and maintain outstanding and enduring relationships with their customers and employees. This is a particularly vital goal in an era where customer expectations continue to shift and expand, and employee retention is growing in importance. The definition of a great customer experience continues to evolve, and any company that wants to provide an outstanding CX must utilize a flexible servicing infrastructure that adapts as quickly as its customers' requirements change.

This is where AI comes in. A number of AI technologies, enabled by the flexibility and processing power of the cloud, are the driving forces behind most of the innovation occurring in the market. Artificial intelligence-based technologies harness real-time capabilities that allow enterprises to deliver a responsive and fluid service experience. AI gives agents or automated self-service solutions customized guidance and context-based information that position them to meet and exceed the expectations of each person who reaches out for assistance.

Predictive analytics is a particularly important piece of the service puzzle. Built on a variety of AI technologies, predictive analytics provides the right answer or information, discussion points, and sales opportunities to give each customer a personalized experience, precisely suited to their needs. This puts the customer's needs first, which is an essential goal for companies, and it is an approach that will drive radical and transformative changes throughout the customer journey, not just in contact centers and customer service departments.

Many components of a "contact center" WFO/WEM suite can produce substantial benefits beyond the contact center, to other people-intensive enterprise functions, particularly back-office and branch operating departments. WFO/WEM applications can provide the necessary oversight, automation, and intelligence to assist these employees in delivering the service experience their customers expect, cost effectively. Desktop analytics (DA) is especially well-suited for back-office and branch operations because it can capture the applications, screens, and fields that employees access. DA can monitor the number of cases and work items that employees handle, measure the amount of time they spend on each one, and function as a workload tracking system across the enterprise.

Because WFO/WEM applications improve the CX and EX while increasing productivity, these solutions sell well in good and bad economic times. The WFO/WEM applications enhance the operating environment by reducing callbacks, follow-up inquiries, and re-work, helping employees provide correct information and perform their tasks right the first time. They improve the service experience and decrease average handling time by delivering real-time guidance employees while transactions are in progress. They apply robotic process automation (RPA) to both lower-value and more complex functions, lessening the burden on human employees and freeing them up that they find most satisfying. WFO/WEM solutions identify customer needs with interaction (speech and text) analytics, helping to resolve issues before they escalate. They use workforce management (WFM) applications to ensure a department is properly staffed with employees who have the right skills to perform the work.

The “ 2022 - 2023 edition of the Enterprise Workforce Optimization/Workforce Engagement Management Product and Market Report” features 7 leading and contending vendors: Alvaria, Calabrio, Five9, NICE, OnviSource, Playvox, and Verint. This Report is intended to help contact center, IT, and enterprise leaders and managers in small, mid-size, and large companies select the right solution, technology, functionality, and partner to meet their organization's current and future WFO/WEM needs.

Highlights:

• Artificial intelligence enables companies to deliver a customer experience tailored to the needs of each person: AI enables human agents and automated intelligent self-service solutions to provide customers with a unique and high-quality service experience in every interaction.

• A customer-first strategy is imperative in today's service culture: AI-enabled solutions are bringing a much-welcomed end to the days of static scripts and inflexible service, enabling companies to achieve the essential goal of putting the customer first. At the same time, these "intelligent" applications vastly improve the EX by delivering the right information and approach to handle each and every contact.

• Satisfied employees make satisfied customers: Companies that want to thrive in today's business world must create a positive, flexible, and rewarding work environment that enables them to hire and retain great employees. And they need to support their staff with intelligent tools and updated processes that empower them to become customer advocates who provide a frictionless CX, cost effectively.

• CCaaS vendors are the providers of most of the WFO/WEM solutions in the market today: Enterprises prefer to purchase their solutions from one vendor. This simplifies the acquisition process as well as the ongoing maintenance of the solution.

• WFO/WEM solutions sell well, regardless of the state of the economy: WFO/WEM suites improve the CX and EX while enhancing productivity, critical goals in good and bad economic times. These solutions also enable productivity improvements, which can yield significant savings for contact centers, branches, and back-office operations.

Key Reasons to Buy This Report:

• WFO/WEM suites defined: an overview of the functional components of a WFO/WEM solution, including the core and optional modules offered in the featured suites

• Market and business trends and challenges that are driving enterprise investments and influencing product development

• WFO/WEM market innovation, including a review of recently introduced functionality and what is planned for the next 12 - 18 months

• Examination of what an outstanding CX means today and how surveying/voice of the customer (VoC), customer journey analytics (CJA), and performance management help the enterprise understand it and deliver it from the customer perspective

• Timely discussion of how improving the agent experience is critical to attracting and retaining agents in the midst of the Great Resignation, including how WFO/WEM solutions such as WFM, analytics-enabled quality management (AQM), knowledge management (KM), and gamification engage and empower agents

• Examination of essential AI applications in contact centers and how AI is transforming the agent experience and elevating the CX

• Discussion of how back office and branch environments can benefit from WFO/WEM solutions

• 5-year projections for 11 WFO/WEM applications

• Review of the WFO/WEM competitive landscape, including company snapshots of the featured WFO/WEM competitors

• Comprehensive customer satisfaction survey results that measure and rank ratings across 11 vendor categories, 10 WFO/WEM modules, and 7 product features

• Detailed pricing analysis for a 250-seat on-premise and cloud-based quality management (QM)/ recording/coaching implementation, including incremental costs for AQM, WFM, gamification, surveying, KM, and interaction analytics

• Detailed company reports for the 7 featured WFO/WEM vendors, analyzing their products, functionality, and future product development plans

• WFO/WEM Vendor Directory

Table of Contents

1. Executive Summary

2. Introduction

3. DMG Consulting Research Methodology

• 3.1. Report Participation Criteria

4. Workforce Optimization/Workforce Engagement Management Suites

• 4.1. Workforce Optimization/Workforce Engagement Management Vendor Suite Overview

5. Workforce Optimization/Workforce Engagement Management Trends and Challenges

• 5.1. Workforce Optimization/Workforce Engagement Management Trends
• 5.2. Workforce Optimization/Workforce Engagement Management Challenges

6. Workforce Optimization/Workforce Engagement Management Market Innovation

• 6.1. New Product Features
• 6.2. Emerging Capabilities

7. The CX Imperative: It Takes an Enterprise

• 7.1. Surveying/Voice of the Customer
• 7.2. Customer Journey Analytics
• 7.3. Performance Management

8. Delivering EX-cellence

• 8.1. Workforce Management
• 8.2. Analytics-Enabled Quality Management
• 8.3. Knowledge Management
• 8.4. Gamification

9. Artificial Intelligence, Analytics, and Automation

• 9.1. Interaction Analytics
• 9.2. Robotic Process Automation
• 9.3. Predictive Analytics

10. Back-Office Operations/Branch Workforce Optimization/Workforce Engagement Management

• 10.1. Desktop Analytics

11. Workforce Optimization/Workforce Engagement Management Projections

12. Workforce Optimization/Workforce Engagement Management Competitive Landscape

• 12.1. WFO/WEM Suite Competitive Positioning
  • 12.1.1. Company Snapshots
• 12.2. High-Level Functional Summary
  • 12.2.1. High-Level Functional Components
  • 12.2.2. Recording
  • 12.2.3. Security and Compliance
  • 12.2.4. Dashboards, Reporting, and Analytics

13. Workforce Optimization/Workforce Engagement Management Customer Satisfaction Survey

• 13.1. Summary of Survey Findings and Analysis: Vendor Categories
  • 13.1.1. Vendor Satisfaction by Category and Customer
• 13.2. Summary of Survey Findings and Analysis: WFO/WEM Modules
  • 13.2.1. WFO/WEM Module Satisfaction, by Category and Customer
• 13.3. Summary of Survey Findings and Analysis: WFO/WEM Product Features
  • 13.3.1. WFO/WEM Product Features Satisfaction, by Category and Customer
• 13.4. Customer Background and Insights
  • 13.4.1. Departments Using WFO/WEM
  • 13.4.2. How the WFO/WEM Solution is Helping to Address Top Contact Center Challenges
  • 13.4.3. Top 3-5 WFO/WEM Limitations
  • 13.4.4. Additional Comments

14. Pricing

• 14.1. Pricing for a 250-Seat Premise-Based WFO/WEM Solution
• 14.2. Pricing for a 250-Seat Cloud-Based WFO/WEM Solution

15. Company Reports

• 15.1. Alvaria
• 15.2. Calabrio
• 15.3. Five9, Inc.
• 15.4. NICE
• 15.5. OnviSource
• 15.6. Playvox
• 15.7. Verint Systems

Appendix: Workforce Optimization/Workforce Engagement Management Vendor Directory