Research and Markets: 2015-2016 Contact Center Workforce Management Product and Market Report

DUBLIN--()--Research and Markets (http://www.researchandmarkets.com/research/rz2f4s/20152016_contact) has announced the addition of the "2015-2016 Contact Center Workforce Management Product and Market Report" report to their offering.

For more than three decades, workforce management (WFM) has been an indispensable tool for contact centers. WFM solutions have a long history and proven track record of delivering productivity improvements, but there has been little in the way of innovation in these products for many years. It looks like 2015 is going to be a turning point for the WFM sector, however. The market is finally waking up, due to new opportunities in back-office operating areas and branches and the ability to more easily deliver the solution to smaller companies via the cloud.

As has been the case for a few years, prospects can purchase a WFM solution in a variety of ways: as a stand-alone product, as part of a workforce optimization (WFO) suite, or from their automatic call distributor (ACD) vendor. The functionality, price, ease of use and benefits vary greatly. DMG advises buyers to conduct thorough due diligence before choosing a WFM technology provider, specifically studying the detailed differences between solutions designed for the front and back office.

DMG expects WFM revenue to grow by 13% in 2015 and 2016, and 12% in 2017 and 2018. The primary drivers of this growth will be further development of the back-office and branch opportunity, increasing adoption of cloud-based solutions by small and mid-sized businesses, and the replacement cycle of outdated WFM solutions with newer, easier-to-use applications.

The 2015 - 2016 edition of the Contact Center Workforce Management Product and Market Report provides a detailed review of nine leading and contending WFM vendors. The vendors covered in-depth in this Report are: Calabrio, Interactive Intelligence, NICE/IEX, Noble Systems, Teleopti and Verint. Three solutions - inContact, Intradiem and WorkFlex - are covered at a high level.

Report Highlights:

  • Growth is strong, and 2015 may be a breakout year: The WFM market grew by 11.2% in 2014, an increase of 900,556 seats. While this is a slower increase than in 2013, it is still a strong showing for a sector that is highly penetrated. 2015 has the potential to see those numbers go up relatively significantly if vendors are able to open up the back-office and branch opportunity, and also take advantage of the upgrade cycle.
  • Innovation is coming back to this mature market: Vendors are finally waking up to the importance of making investments in their outdated solutions. End users in front and back-office operating areas are demanding new and improved user interfaces and functionality. Look for investments in the cloud, back office and branch capabilities, and new functionality, like using simulations for forecasting. R&D investments are strong, especially by the smaller emerging players who intend to give the bigger vendors a run for their money.
  • Back-office/branch opportunities are invigorating the market: With more than 2.6 times the number of contact center employees, the back-office opportunity represents a significant growth opportunity for the WFM sector. DMG expects WFM revenue to grow by 13% in 2015 and 2016, and 12% in 2017 and 2018. With more small and medium-sized companies investing in cloud-based solutions and many organizations updating WFM applications that have been in place for a decade or more, there is the possibility for growth beyond even these predictions.

Key Topics Covered:

1. Executive Summary

2. Introduction

3. Methodology

4. Workforce Management Market Segments

5. Workforce Management Functional Building Blocks

5.1 Core, Value-Added, Optional

6. Vendor Service Delivery Models

7. Workforce Management Trends and Challenges

8. Workforce Management Market Innovation

9. Using WFM to Address Market, Business and Servicing Trends

10. The Challenge of Intra-Day Management

11. Shrinkage

12. Real-Time Schedule Adherence and Compliance

13. WFM for the Back Office

13.1 Vendor Back-Office and Branch Capabilities

14. Workforce Management Market Activity Analysis

15. Workforce Management Market Adoption

16. Workforce Management Projections

17. Contact Center Workforce Management Competitive Landscape

18. Workforce Management Vendors and Solutions

19. High-Level Functional Summary

20. High-Level Technical Summary

21. Workforce Management Benefits and Return on Investment

22. Implementation Analysis

23. Workforce Management Vendor Satisfaction Analysis

24. Pricing

25. WFM Suite Detailed Functional Analysis

26. Company Reports

Companies Featured

- ACD

- Calabrio

- Interactive Intelligence

- Intradiem

- NICE/IEX

- Noble Systems

- Teleopti and Verint. Three solutions

- WorkFlex

- inContact

For more information visit http://www.researchandmarkets.com/research/rz2f4s/20152016_contact

Contacts

Research and Markets
Laura Wood, Senior Manager
press@researchandmarkets.com
For E.S.T Office Hours Call 1-917-300-0470
For U.S./CAN Toll Free Call 1-800-526-8630
For GMT Office Hours Call +353-1-416-8900
U.S. Fax: 646-607-1907
Fax (outside U.S.): +353-1-481-1716
Sector: Personnel / Human Resources, Call Centres

Contacts

Research and Markets
Laura Wood, Senior Manager
press@researchandmarkets.com
For E.S.T Office Hours Call 1-917-300-0470
For U.S./CAN Toll Free Call 1-800-526-8630
For GMT Office Hours Call +353-1-416-8900
U.S. Fax: 646-607-1907
Fax (outside U.S.): +353-1-481-1716
Sector: Personnel / Human Resources, Call Centres