表紙:企業向けワークフォースマネジメント(2022年~2023年)
市場調査レポート
商品コード
1063807

企業向けワークフォースマネジメント(2022年~2023年)

2022 - 2023 Workforce Management for the Enterprise Report

出版日: | 発行: DMG Consulting LLC | ページ情報: 英文 | 納期: 即日から翌営業日

価格
価格表記: USDを日本円(税抜)に換算
本日の銀行送金レート: 1USD=129.43円
企業向けワークフォースマネジメント(2022年~2023年)
出版日: 2022年03月07日
発行: DMG Consulting LLC
ページ情報: 英文
納期: 即日から翌営業日
  • 全表示
  • 概要
  • 図表
  • 目次
概要

ワークフォースマネジメント(WFM)市場は過去5年間、かつてないほどの技術革新の恩恵を受けてきましたが、これは今後数年間に導入されると予想されるソリューションの技術的強化のほんの始まりに過ぎません。

WFMソリューションがクラウドで利用できるようになったことは、同市場の再活性化を後押ししています。市場活性化により新たなベンダーが参入し、現在、市場は順調に成長しています。この傾向は、ベンダーがイノベーションを提供し続ける限り継続すると予想されます。

当レポートでは、企業向けワークフォースマネジメントについて調査し、市場での活動分析、採用率、5年間の市場成長予測、技術の動向と課題、競合情勢、主要企業のプロファイルなどの情報を提供しています。

サンプル

目次

第1章 エグゼクティブサマリー

第2章 イントロダクション

第3章 DMG Consultingの調査手法

第4章 定義されたワークフォースマネジメント(WFM)スイート

  • ワークフォースマネジメント(WFM)ベンダースイートの概要
  • 高レベルの機能の概要

第5章 ワークフォースマネジメント(WFM)の動向と課題

  • WFMの動向
  • WFMの課題

第6章 ワークフォースマネジメント(WFM)市場の革新

  • 新製品の機能
  • 将来の機能強化

第7章 新世代ワークフォースマネジメント(WFM)

  • オムニチャネル要件
  • オムニチャネルの予測とスケジューリング
  • リアルタイムの日中管理とインテリジェントな適応スケジューリング
  • リアルタイムアドヒアランス
  • 収縮
  • 長期計画
  • 在宅勤務/ハイブリッドのスタッフ配置モデル
  • ワークスペースの割り当て
  • 採用管理

第8章 エージェントエクスペリエンス

  • エージェントセルフサービス
  • ゲーミフィケーション
  • eラーニング/会議管理
  • ダッシュボード、レポート、KPI

第9章 AI:「ブレイン」オペレーション

  • WFMソリューションのAI

第10章 企業向けワークフォースマネジメント(WFM):バックオフィス、ブランチ、およびそれ以降

  • バックオフィス/ブランチWFM
  • 企業全体でのWFMの活用

第11章 ワークフォースマネジメント(WFM)の市場活動分析

  • 市場数量の検証
  • WFM市場シェア分析

第12章 ワークフォースマネジメント(WFM)採用率

第13章 ワークフォースマネジメント(WFM)市場の予測

第14章 ワークフォースマネジメント(WFM)の競合情勢

  • 企業のスナップショット

第15章 ワークフォースマネジメント(WFM)ベンダーの満足度分析

  • 調査結果と分析の要約:ベンダーカテゴリ
    • カテゴリおよび顧客別:ベンダー満足度
  • 調査結果と分析の要約:WFMスイートモジュール
    • カテゴリ別および顧客別:WFMモジュールの満足度
  • 調査結果と分析の要約:WFM製品機能
    • カテゴリ別および顧客別:WFM製品機能の満足度
  • 顧客の背景と洞察
    • WFMソリューションでサポートされているチャネル
    • WFMソリューションを使用している他の企業部門
    • 主要WFM3~5社の課題
    • 追加コメント

第16章 価格

  • 250席のプレミスベースのWFMソリューションの価格
  • 250席のクラウドベースのWFMソリューションの価格

第17章 企業レポート

  • Alvaria
  • Authority Software
  • Calabrio
  • NICE
  • Playvox
  • Puzzel Ltd.
  • Verint Systems

付録:ワークフォースマネジメント(WFM)ベンダーのディレクトリ

図表

Table of Figures

  • Figure 1: Enterprise WFM Suite Components
  • Figure 2: Product Information and High-Level Suite Components
  • Figure 3: High-Level Functional Summary
  • Figure 4: WFM Trends
  • Figure 5: WFM Challenges
  • Figure 6: New Product Features, by Vendor
  • Figure 7: Future Enhancements, by Category
  • Figure 8: New-Gen WFM Workflow
  • Figure 9: Omni-Channel (Voice and Digital) WFM Requirements
  • Figure 10: Omni-Channel Forecasting and Scheduling
  • Figure 11: Real-Time Intraday Management and Intelligent Adaptive Scheduling
  • Figure 12: Real-Time Intraday Management and Intelligent Adaptive Scheduling
  • Figure 13: Real-Time Adherence
  • Figure 14: Shrinkage
  • Figure 15: Long-Term Strategic Planning
  • Figure 16: The Staffing Debate
  • Figure 17: Hybrid Workforce
  • Figure 18: Workspace Allocation
  • Figure 19: Agile Hiring Methodology
  • Figure 20: Hiring Management
  • Figure 21: Where do you plan to have your contact center/customer service staff work in 2022?
  • Figure 22: Agent Self-Service/Mobility Empowerment
  • Figure 23: Agent Self-Service
  • Figure 24: Gamification
  • Figure 25: Gamification
  • Figure 26: eLearning/Meeting Management
  • Figure 27: Reports, Dashboards, Alerts, KPIs & Metrics
  • Figure 28: Dashboards, Reporting and KPIs
  • Figure 29: The Contact Center AI Hub/Brain
  • Figure 30: Artificial Intelligence
  • Figure 31: Back-Office/Branch
  • Figure 32: WFM for the Enterprise
  • Figure 33: WFM Market Activity, as of October 31, 2021
  • Figure 34: WFM Market Share by Number of Seats, as of October 31, 2021
  • Figure 35: WFM Market Share by Number of Seats, as of October 31, 2021
  • Figure 36: Total Number of WFM Seats and Customers, 2021 vs. 2020 Comparison
  • Figure 37: Total Number of WFM Seats, 2012 - 2021 Trends
  • Figure 38: WFM Revenue Projections, 2022 - 2026
  • Figure 39: Company Information as of October 31, 2021
  • Figure 40: Customer Survey Rating Categories
  • Figure 41: Average Vendor Satisfaction Ratings, by Category
  • Figure 42: Product Satisfaction Ratings, by Customer
  • Figure 43: Implementation Satisfaction Ratings, by Customer
  • Figure 44: Professional Services Satisfaction Ratings, by Customer
  • Figure 45: Training Satisfaction Ratings, by Customer
  • Figure 46: Ongoing Service and Support Satisfaction Ratings, by Customer
  • Figure 47: Product Innovation Satisfaction Ratings, by Customer
  • Figure 48: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
  • Figure 49: Vendor Communication Satisfaction Ratings, by Customer
  • Figure 50: Product Pricing Satisfaction Ratings, by Customer
  • Figure 51: Overall Vendor Satisfaction Ratings, by Customer
  • Figure 52: Average WFM Suite Modules Satisfaction Ratings, by Category
  • Figure 53: Omni-Channel Forecasting Satisfaction Ratings, by Customer
  • Figure 54: Multi-Skill Scheduling Satisfaction Ratings, by Customer
  • Figure 55: Intraday Management Satisfaction Ratings, by Customer
  • Figure 56: Adaptive Real-Time Intelligent Intraday Management Satisfaction Ratings, by Customer
  • Figure 57: Real-Time Agent Adherence Satisfaction Ratings, by Customer
  • Figure 58: Agent Self-Service Satisfaction Ratings, by Customer
  • Figure 59: eLearning/Meeting Management Satisfaction Ratings, by Customer
  • Figure 60: Vacation/Time-Off Management Satisfaction Ratings, by Customer
  • Figure 61: Long-Term Strategic Planning Satisfaction Ratings, by Customer
  • Figure 62: Gamification Satisfaction Ratings, by Customer
  • Figure 63: Average WFM Product Capabilities Satisfaction Ratings, by Category
  • Figure 64: Support the Unique Requirements of each Voice and Digital Channel Satisfaction Ratings, by Customer
  • Figure 65: Support Environments where Agents Dynamically Move from One Channel to Another Satisfaction Ratings, by Customer
  • Figure 66: Support Environments where Interactions Pivot between Channels Satisfaction Ratings, by Customer
  • Figure 67: Support a Hybrid Workforce Consisting of On-Site and Work-at-Home Agents and Intelligent Self- Service Solutions Satisfaction Ratings, by Customer
  • Figure 68: Support Geographically Dispersed Agents Satisfaction Ratings, by Customer
  • Figure 69: Automatically Determine the Forecasting/Scheduling Algorithm or Model Most Likely to Produce Optimal Results Satisfaction Ratings, by Customer
  • Figure 70: Manage Real-Time Adherence, Exceptions and Shrinkage Satisfaction Ratings, by Customer
  • Figure 71: Provide Agents with Autonomy to Self-Manage Availability, Schedule Preferences, Time-Off, and Ad Hoc Schedule Changes Satisfaction Ratings, by Customer
  • Figure 72: Create Effective Long-Term Multi-Skill Hiring/Staffing/Training Plans Satisfaction Ratings, by Customer
  • Figure 73: Leverage AI and Machine Learning to Automate Processes Based on Real-Time Conditions and Variances Satisfaction Ratings, by Customer
  • Figure 74: Customize/Capture KPIs and Metrics to Measure Contact Center and Agent Performance Satisfaction Ratings, by Customer
  • Figure 75: Channels Supported by the WFM Solution
  • Figure 76: Enterprise Departments Using the WFM Solution
  • Figure 77: Top 3 - 5 Challenges of your WFM Solution
  • Figure 78: Additional Comments about your Experience with the Vendor and/or Product.
  • Figure 79: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Premise-Based Voice and Digital Channel Solution
  • Figure 80: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Cloud-Based Voice and Digital Channel Solution
目次

The “2022-2023 Workforce Management for the Enterprise” report is DMG Consulting's sixteenth annual publication on the workforce management (WFM) market. The Report's new name (formerly the “Workforce Management Product and Market Report”) reflects the growing benefits of WFM throughout the enterprise, beyond the contact center. The new generation of WFM solutions are increasingly flexible and responsive to the needs of enterprises, their customers and employees. This Report is intended to help contact center, back-office and branch operations leaders and chief operating officers (COOs) in companies of all sizes select a WFM solution and partner that best meet their unique requirements.

The WFM market has benefited from unprecedented innovation over the past 5 years, and this is just the beginning of the technological enhancements that are expected to be introduced to these solutions over the next few years. The newer WFM applications are flexible and designed to handle both voice and digital channels, including interactions that pivot between channels and agents. These new solutions give front-line supervisors/managers and WFM administrators the tools they need to create accurate forecasts that can dynamically adapt in real time to the changing needs of customers, the department and its employees.

DMG Consulting describes today's solutions as "new-gen WFM," a term we introduced 8 years ago. At the core of new-gen WFM is the recognition of each agent/employee as an individual with unique needs, not merely a resource to be scheduled at the will of the company. The Great Resignation underscores that employees, particularly in service-oriented positions, will walk away when they are not given the respect they deserve. Fair treatment, especially in the form of competitive pay and schedule flexibility, are priorities for employees today. New-gen WFM solutions help companies balance their needs with employees' expectations for fairness.

New-gen WFM solutions perform the classic functions of a WFM application: forecasting, scheduling, vacation/paid time off (PTO) planning, voluntary time off (VTO)/overtime (OT) calculations, intraday management, agent self-service, mobility, long-term planning, etc. The notable and exciting element in new-gen WFM is that employees have direct input and participate in every step of the planning process. Employees can even make changes after a schedule is generated, without penalty. Workforce management administrators/supervisors also benefit from new-gen WFM, as these solutions greatly reduce the time required to manually enter agent schedules and changes into the system, freeing them to focus their efforts on optimizing departmental performance. The benefits drive positive impacts on the customer experience (CX) and the culture and performance of the contact center or other departments utilizing the WFM solution, which improves the company's bottom line.

Artificial intelligence (AI) is an essential enabler of many of the advancements in WFM solutions. It increases the accuracy of forecasts and enables the application to auto-select the optimal algorithm for each situation. Artificial intelligence is also being used for real-time adaptive scheduling, which improves the accuracy, flexibility and fairness of scheduling. It allows WFM solutions to balance the needs of employers and employees, and helps ensure that global, regional and local work rules are adhered to. It also facilitates the handling of vacation planning, PTO, VTO, OT, shrinkage projections, and much more. Artificial intelligence makes it possible to manage the complexities associated with forecasting and scheduling digital channels - concurrency, asynchronous transactions, lapsed time, cross-channel interactions, etc. In the future, DMG expects to see predictive analytics (an AI technology) used to align WFM recommendations and schedules with contact centers' core routing and queuing engines to improve the customer and agent experience while increasing productivity and reducing costs.

The availability of WFM solutions in the cloud has driven the reinvigoration of this market. Many enterprise users had previously been unwilling to upgrade their WFM capabilities, believing that it would not be worth their while, until the transition to the cloud became a reality. The ensuing replacement cycle, in turn, encouraged existing WFM vendors to make product enhancements requested by their customers. The increased activity in the market attracted new vendors, and the WFM market is now growing nicely, a trend that DMG expects to continue as long as the vendors keep delivering promised innovations. Most people-intensive functions can benefit from a WFM solution, as long as the application has the right features to handle each department's unique characteristics.

“The 2022 - 2023 Workforce Management for the Enterprise” report features 5 WFM vendors: Alvaria, Calabrio, NICE, Puzzel and Verint. It also provides a high-level overview of two emerging competitors in the WFM arena, Authority Software and Playvox.

Report Highlights:

  • The workforce management market is reinvigorated with innovative solutions: The current generation of WFM solutions is increasingly flexible and responsive to enterprise customer requirements. The applications handle both voice and digital interactions and address the needs of agents, supervisors and WFM administrators with tools to create accurate and dynamic forecasts.
  • New-gen WFM is revolutionizing the staffing paradigm: New-gen WFM recognizes each employee as an individual with unique needs, rather than a corporate asset. With new-gen WFM, agents/employees have input and participate in the scheduling process, which introduces fairness and respect into the workplace, while also ensuring that performance goals are met.
  • Artificial intelligence is a critical enabler of the positive changes in the WFM market: Artificial intelligence enhances forecasting accuracy by enabling auto-selection of the optimal algorithm to address each unique scheduling scenario. The use of AI also helps balance the needs of employees and the contact center (or other departments) during the scheduling process and improves compliance with global, regional and local work rules. It is being used to enhance many aspects of WFM solutions as well as to handle the complexities of scheduling for an expanding number of digital channels.
  • The availability of WFM solutions in the cloud has reawakened the market: When WFM applications became available in the cloud, the increased flexibility attracted enterprise users and fueled a replacement cycle that has reinvigorated the market. The vendors are now making product enhancements requested by their customers, and the increased activity in contact center WFM is attracting new vendors to the market.
  • Much more innovation is expected in the WFM market in the next 5 years: Contact centers and other people-intensive enterprise departments are looking to their vendors to help them manage their complex workforce scheduling requirements, including the needs of hybrid, on-site and work-at-home staffing. Managers need enhanced analytics to track productivity and performance, and the vendors are delivering new capabilities to properly handle the changing workplace dynamics. Many improvements have already been introduced, and much more is promised for the next few years.

Key Reasons to Buy This Report:

  • Overview of the functional components that comprise a WFM solution, including core and optional modules offered in the 5 featured WFM suites, and high-level functional capabilities
  • Market, business and technology trends and challenges that are driving enterprise investments and influencing product development
  • WFM market innovation, including a review of recently introduced features and functionality and what is planned for the next 12 -18 months
  • Exploration of the methodologies and applications of new-gen WFM and why it is a requirement to support the transformational changes needed in contact centers now and in the future
  • In-depth analysis of WFM modules that improve agent engagement and empowerment, including self-service and vacation/time-off management, eLearning/meeting management and performance reports
  • How AI is going to alter and improve contact center technology and operations during the next 5 - 20 years
  • Examination of WFM capabilities for back offices and branches and opportunities for applying WFM across the enterprise
  • WFM market activity analysis, adoption rates and 5-year market growth projections
  • Review and assessment of the WFM competitive landscape
  • Vendor pricing for 250-seat on-premise and cloud-based voice and digital channel WFM implementations, for core forecasting and scheduling plus incremental costs (if applicable) for intraday management, real-time adherence, agent self-service, vacation/time-off management, eLearning/meeting management, long-term strategic planning, hiring management, workspace allocation, gamification, mobility, back-office and branch WFM
  • Comprehensive customer satisfaction survey results that measure and rank ratings across 10 vendor categories, 10 WFM suite modules, and 11 product capabilities
  • Detailed company reports for the 7 leading and contending WFM vendors, analyzing their products, functionality and future product development plans
  • WFM Vendor Directory

SAMPLE FIGURE:

Table of Contents

1. Executive Summary

2. Introduction

3. DMG Consulting Research Methodology

  • 3.1. Report Participation Criteria

4. Workforce Management Suites Defined

  • 4.1. Workforce Management Vendor Suite Overview
  • 4.2. High-Level Functional 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 Product Features
  • 6.2. Future Enhancements

7. New-Gen WFM

  • 7.1. Omni-Channel Requirements
  • 7.2. Omni-Channel Forecasting and Scheduling
  • 7.3. Real-Time Intraday Management and Intelligent Adaptive Scheduling
  • 7.4. Real-Time Adherence
  • 7.5. Shrinkage
  • 7.6. Long-Term Planning
  • 7.7. The Work-at-Home/Hybrid Staffing Model
  • 7.8. Workspace Allocation
  • 7.9. Hiring Management

8. The Agent Experience

  • 8.1. Agent Self-Service
  • 8.2. Gamification
  • 8.3. eLearning/Meeting Management
  • 8.4. Dashboards, Reporting and KPIs

9. AI: The "Brains" of the Operation

  • 9.1. Artificial Intelligence in WFM Solutions

10. WFM for the Enterprise: Back-Office, Branch and Beyond

  • 10.1. Back-Office/Branch WFM
  • 10.2. Leveraging WFM Across the Enterprise

11. Workforce Management Market Activity Analysis

  • 11.1. Validating Market Numbers
  • 11.2. WFM Market Share Analysis

12. WFM Adoption Rate

13. WFM Market Projections

14. WFM Competitive Landscape

  • 14.1. Company Snapshot

15. Workforce Management Vendor Satisfaction Analysis

  • 15.1. Summary of Survey Findings and Analysis: Vendor Categories
    • 15.1.1. Vendor Satisfaction by Category and Customer
  • 15.2. Summary of Survey Findings and Analysis: WFM Suite Modules
    • 15.2.1. WFM Modules Satisfaction, by Category andCustomer
  • 15.3. Summary of Survey Findings and Analysis: WFM Product Capabilities
    • 15.3.1. WFM Product Capabilities Satisfaction, by Category and Customer
  • 15.4. Customer Background and Insights
    • 15.4.1. Channels Supported by the WFM Solution
    • 15.4.2. Other Enterprise Departments Using the WFM Solution
    • 15.4.3. Top 3-5 WFM Challenges
    • 15.4.4. Additional Comments

16. Pricing

  • 16.1. Pricing for a 250-Seat Premise-Based WFM Solution
  • 16.2. Pricing for a 250-Seat Cloud-Based WFM Solution

17. Company Reports

  • 17.1. Alvaria
  • 17.2. Authority Software
  • 17.3. Calabrio
  • 17.4. NICE
  • 17.5. Playvox
  • 17.6. Puzzel Ltd.
  • 17.7. Verint Systems

Appendix: Workforce Management Vendor Directory