WFM software is selling faster than at any other time in history. It continues to gain momentum as offerings are enhanced to address a growing array of digital channels and a broader set of enterprise operations. In the past few years, workforce management solutions have begun a remarkable transformation into essential components for delivering a great customer and employee experience, making them even more compelling.
Mission-critical solutions that meet the dynamic demands of today’s CX and EX
Forward-thinking leaders now appreciate the need to deliver a great CX while creating a positive and engaging environment where employees want to work (and stay), without losing sight of the need to boost productivity to keep costs down. Enterprises need new and enhanced WFM capabilities to help them manage the unique characteristics of an expanding number of digital channels. As it becomes increasingly common for consumers to pivot from one channel to another during an interaction or communicate with a company on two channels simultaneously, WFM solutions must be able to forecast the entire journey. At the same time, agents want to schedule flexibility for improved work/life balance.
Artificial intelligence continues to make a huge contribution to WFM solutions, improving ease of use and properly treating synchronous and asynchronous channels (including a wide range of digital and back-office interactions). New AI-based algorithms, predictive models, and simulation techniques enhance forecasting and scheduling accuracy and real-time decision tools to optimize intraday management capabilities that adapt at the moment as conditions change. Artificial intelligence technologies are enabling smart applications for agent self-service that change staffing paradigms in contact centers by inviting agents to request their schedules, shift swaps, work hours, or time off. Automation is being utilized to facilitate real-time decisioning and offload manual tasks that a system can disposition more quickly, accurately, and fairly, while reducing administrative workload.
Comprehensive and insightful coverage of this rapidly changing sector
The Enterprise Workforce Management Product and Market Report provide an insightful analysis of today’s WFM market, competitive landscape, product suites, and the business, market, and technology trends and challenges confronting contact centers given increasingly complex contact center operating environments, workforce expectations, and a recessionary economy. This Report analyzes WFM market activity and provides 5-year market projections. It also presents customer satisfaction survey results that measure ratings across 10 vendor categories, 11 suite modules, and 11 product capabilities.
The Report is designed to help contact centers, back offices and branches, 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 WFM needs. The 2023 - 2024 Enterprise Workforce Management Product and Market Report feature 7 WFM vendors: Alvaria, Calabrio, Genesys, NICE, Playvox, Puzzel, and Verint. Genesys is a new participant. Assembled, also a new participant is covered at a higher level.
Table of Contents
1. Executive Summary
2. Introduction
3. 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 Expectations
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
20. Appendix: Workforce Management Vendor Directory
List 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
Companies Mentioned
- Alvaria
- Assembled, Inc.
- Calabrio
- Genesys
- NICE
- Playvox
- Puzzel, Ltd.
- Verint Systems
