This report provides an in-depth analysis of this mature yet evolving market whose continued projected growth is attributable to factors such as increasing adoption of cloud-based solutions, growing demand for remote work management, and the need for productivity improvements and operational efficiency across verticals.
A reawakening and transforming sector
It’s a tremendously opportunistic time in which WFM solutions are now being used to build employee engagement in contact centers instead of being leveraged to boost productivity, as has traditionally been the case. The market is undergoing a transformation now that companies realize that doing business as usual in their contact centers is not enabling them to achieve their goal of improving the customer experience (CX) while reducing operating costs. It’s interesting that the WFM segment’s reawakening follows closely on the heels of the self-service revolution. As more organizations come to accept that even the best self-service applications are not going to eliminate the need for human agents in contact centers (or employees in enterprises), having tools to retain these vital resources and reduce onboarding costs becomes more important.
Detailed and comprehensive coverage
The report examines the WFM market, competitive landscape, technology, products, functional capabilities, and the business, servicing, and market trends driving adoption and innovation. The report also analyzes WFM market activity and provides five-year market projections. It features five vendors that offer WFM solutions addressing the resource management needs of today’s complex contact center environments: Aspect, Assembled, Calabrio, NICE, and Verint Systems. Bright Pattern is covered at a higher level.
The right RFP Q&As to identify the best WFM selection for your organization
The report includes detailed side-by-side comparative analyses of 175+ RFP questions and vendor responses to enable end-users seeking a WFM solution to easily compare the most important features for their contact center’s success. (Vendor responses have been carefully reviewed and vetted by a team of leading contact center technology and operations experts during in-depth live product demonstrations.)
The report’s side-by-side comparative analyses provide a wide range of information about the featured solutions’ capabilities, including:
- Omnichannel Forecasting
- Long-Term Strategic Planning
- Hiring Management
- Workspace Allocation
- Omnichannel Scheduling
- Agent Self-Service
- Multinational and Union Requirements
- Real-Time Adaptive Intraday Management
- Real-Time Adherence
- Contact Center and Agent Performance Management
- Gamification
- eLearning/Meeting Management
- Back Office/Branch
And much more…
Use this report as your RFP to select the best WFM solution and partner for your organization. The analyst can also help you identify the three best vendors to meet your WFM needs or even run your technology selection process for you.
Table of Contents
1. Executive Summary2. Introduction
Companies Mentioned
- Aspect
- Assembled
- Bright Pattern, Inc.
- Calabrio
- NICE
- Verint Systems
