North America Back-office workforce management Market Forecast to 2028 - COVID-19 Impact and Regional Analysis - by Solution and End User Industry

The back-office workforce management market in North America is expected to grow from US$ 1,429.77 million in 2022 to US$ 2,692.00 million by 2028. It is estimated to grow at a CAGR of 11.1% from 2022 to 2028.

Back-office functions require many personnel in many businesses and government organizations. Businesses are planning to reduce manual efforts required in back-office operations by automating these operations. Organizations seek to transform their back-office management practices by improving visibility and transparency, cutting down operational costs, enhancing customer/constituent experience, and increasing engagement. Workforce management platforms allow them to appoint resources with appropriate skill sets to meet the anticipated staffing requirements; moreover, these platforms help them predict the back-office staffing requirements. Back-office departments may need to undertake various types of tasks simultaneously, and all these tasks call for distinct expertise. Workforce management solutions help monitor the volume of incoming and outgoing work, including backlogged and deferred tasks, as most back-offices lack the automation capabilities necessary to simplify these tasks. The back-office workforce management solutions monitor the performance of employees through desktop analytics, which involves recording their desktop activities, monitoring job allocation and management, and keeping a log of manual check-ins and check-outs. Although the degree of automation may vary with the job type, all back-office workforce management tools can gather the vast amount of data needed to execute their job. For example, BambooHR, a back-office workforce management solution provider that majorly caters to medium-sized organizations, provides a solution with a comprehensive set of functions such as time and attendance monitoring, and recruitment automation. Thus, the need for automation in back-office workforce management fuels the market growth during the forecast period.

Market Overview

In North America, the US is one of the most important markets for back-office workforce management vendors, as more than 120 of the Fortune 500 companies are headquartered in the country. Moreover, the US is a leading adopter of modern technologies. Based on the world bank report, there were small and medium enterprises (SMEs) were functional in the US in 2020. Furthermore, despite being at an epicenter of health hazards and recessions in modern history, start-up activities in the US have managed to flourish in the last few years. Thus, the country has a significant customer base for the back-office workforce management market players. The growing adoption of robotic process automation (RPA) across various industries is also fueling the back-office workforce management market growth in North America. RPA is also being rapidly adopted by government agencies. The US government included RPA in the budget for the fiscal year 2020; it was mentioned in a dialog box to emphasize its importance. Hence, the growing adoption of RPA, coupled with rising awareness of towards workforce optimizations, is anticipated to propel the use of back-office workforce management solutions during the forecast period.

North America Back-office workforce management Market Segmentation

The North America back-office workforce management market is segmented into solution, end user, and country. Based on solution, the market is segmented into robotic automation process, performance management, back-office optimization, process analytics, and others. The robotic automation process segment held the largest market share in 2022.

• Based on end user, the market is segmented into IT and telecom, BFSI, transportation, retail and E-commerce, government, and others. The IT and telecom segment held the largest market share in 2022. Based on country, the market is segmented into US, Canada, and Mexico. The US dominated the market share in 2022.

NICE Ltd.; Open Text Corporation; Verint Systems, Inc.; ActiveOps PLC; Alvaria, Inc.; Calabrio Inc.; Oracle Corporation; Genesys; Intradiem; and Team Software are the leading companies operating in the back-office workforce management market in the North America region.