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市場調査レポート

ワークフォース管理製品と市場分析

2016 Workforce Management Product and Market Report

発行 DMG Consulting LLC 商品コード 247393
出版日 ページ情報 英文
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ワークフォース管理製品と市場分析 2016 Workforce Management Product and Market Report
出版日: 2016年03月04日 ページ情報: 英文
概要

2015年、ワークフォース管理 (WFM) 市場は、座席数が10.6%増加し、顧客数が7.7%増加しました。今後は、2016年、2017年〜2018年が11%ずつ、2019年〜2020年が12%増加すると予測されています。

当レポートでは、ワークフォース管理 (WFM) 市場について調査分析し、概要、動向と課題、市場分析、競合情勢、価格、機能分析など、体系的な情報を提供しています。

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 調査手法

第4章 WFM市場セグメント

  • WFMベンダー対応市場セグメント

第5章 WFM機能の構成要素

  • コア、付加価値、オプション
  • ハイレベル技術サマリー

第6章 ベンダーサービス提供モデル

  • サービス提供の定義
  • ベンダーサービス提供オプション

第7章 WFMの動向と課題

  • WFMの動向
  • WFMの課題

第8章 WFM市場のイノベーション

  • 新製品の特徴
  • 新興の機能

第9章 WFMの基本

  • 予測
  • スケジューリング
  • 日中管理
  • 日中管理の自動化
  • シュリンケージ
  • リアルタイム順守
  • 長期計画と予算
  • ダッシュボードとレポート

第10章 企業におけるWFMのミッションクリティカルな役割

  • グローバル化
  • オムニチャネル動作環境
  • オムニチャネル予測を支持するアルゴリズム
  • マルチスキル

第11章 積極的に関与し、権限を持つWFM

  • セルフサービス
  • 自律スケジューリング
  • ゲーミフィケーション
  • ワーク/ライフバランス管理
  • 従業員のフィードバック管理
  • 自主的な業績管理

第12章 バックオフィスが前面に

  • バックオフィス/支店のWFMの利点
  • バックオフィスのWFMのROI

第13章 WFM市場の活動分析

  • 市場数の検証
  • WFM市場シェア分析

第14章 WFMの市場導入

第15章 WFMの予測

第16章 コンタクトセンターWFMの競合情勢

第17章 WFMベンダーとソリューション

  • 企業概要
  • ベンダー提供サービス・製品
  • 中小企業ソリューション

第18章 WFMの利点とROI

  • コンタクトセンターWFMの利点
  • コンタクトセンターROI分析

第19章 実装分析

  • 実装プロセス
  • 実装ベストプラクティス
  • 研修・サービス
  • 保守・サポート

第20章 価格

  • プレミスベース価格帯:ソリューション別
  • プレミスベース価格
  • クラウドベース価格
  • 増分WFMモジュール用クラウドベース価格

第21章 WFMベンダーの満足度分析

  • 調査結果と分析のサマリー
  • 詳細な調査結果と分析
  • 顧客分析

第22章 企業レポート

  • Aspect Software Inc.
  • Calabrio
  • inContact, Inc.
  • Interactive Intelligence, Inc.
  • Intradiem
  • NICE Systems
  • Teleopti AB
  • Verint Systems
  • WorkFlex Solutions LLC

付録:WFMベンダーディレクトリ

図表

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目次

DMG Consulting's 9th annual Workforce Management Product and Market Report provides the most thorough and detailed overage of this technology sector. The 381-page report contains comprehensive vendor, product, trend and market data to guide contact center, back-office and IT leaders in selecting the right WFM solution for their organization, and explains how to achieve a successful implementation and a rapid ROI.

2016 is poised to be a breakthrough year for the workforce management (WFM) market - vendors are introducing innovation and end users are investing in their future. 2015 year was a good one for the WFM market. The number of WFM seats increased in 2015 by 10.6%, and the number of customers by 7.7%. The market is positioned for even greater growth in 2016, as a new generation of WFM solutions comes to market with capabilities and features that address the traditional needs of contact centers as well as the requirements of back offices and branches. Another factor driving market growth is the availability of WFM capabilities in the cloud, making these solutions attractive and easy to access for businesses large and small, in all verticals.

In a global economy, where customers and employees may be located in many sites across the globe, business needs are increasingly complex. Enterprises are employing workers in multiple geographies, some with unique work rules and region-specific staffing requirements. Customers from around the world are reaching out to companies in an expanding number of channels. They expect an easy and high-quality user experience, and companies have to be staffed with highly skilled employees who can address customers' needs in their channel of choice. Sophisticated omni-channel WFM solutions are a must-have to address the need for a seamless experience and consistently outstanding journey for customers, regardless of the medium of communication.

There is a tremendous opportunity to use WFM in back offices and branches. These environments have unique needs that cannot be properly addressed with traditional contact center WFM solutions. The new generation of WFM offerings is using algorithms and functionality tailored to address issues like deferred work and backlog, which are characteristic of back-office activities. The WFM vendors are developing work allocation and management modules that track work as it flows through back-office departments. Making this data available to WFM systems enables companies to forecast future volumes correctly and staff their back and front offices appropriately.

WFM solutions are evolving to meet the needs of the Millennial workforce. Innovative features are helping address this generation's need for work/life balance. Self-service capabilities are empowering employees to take an active role in managing their schedules. Intraday management capabilities allow companies to remain fully staffed with skilled resources, despite any last-minute changes in employee schedules and workload. These solutions also help to optimize frontand back-office activities by taking advantage of downtime in contact centers. Enhanced flexibility in scheduling, a hallmark of the new WFM solutions, increases employee engagement and satisfaction and improves productivity for companies; everyone wins - employees, enterprises and customers.

DMG expects the number of seats in the WFM market to increase by 11% in 2016, 2017 and 2018, and by 12% in 2019 and 2020. It's possible that the revenue in the WFM sector will grow more quickly than seats, as vendors introduce and sell innovative capabilities like intraday management and mobility to the market. The greatest potential for revenue expansion comes from sales of back-office and branch WFM solutions. If the vendors figure out how to communicate the benefits of using WFM in these operating areas and can open up these market opportunities, the growth rates will likely exceed DMG's expectations.

The 2016 Workforce Management Product and Market Report provides an indepth analysis of the contact center WFM market, competitors, suites, competitive landscape, innovation, end-user satisfaction, as well as market, business and servicing trends and challenges. It also analyzes WFM market activity and provides 5-year market projections. The Report explores the growing back-office and branch WFM market opportunities, and applications that will drive future market growth. Nine leading and contending vendors are covered: Aspect, Calabrio, inContact, Interactive Intelligence, Intradiem, NICE, Teleopti, Verint and WorkFlex. inContact, Intradiem and WorkFlex are covered at a higher level.


Key Elements of This Report

  • Overview of the enterprise WFM market segments
  • Explanation of the characteristics and capabilities of the core, value-added and optional components of the top WFO suites, including a high-level comparative analysis of the WFM suites offered by the 9 featured solution providers
  • Review of service delivery options available for WFM solutions, and the advantages and drawbacks of each
  • Discussion of recent innovations in WFM functionality, as well as enhancements that are planned to be delivered in the next 12 - 18 months
  • Examination of the trends and challenges that are driving investments by enterprises and WFM vendors, including staffing for a global economy and the needs of the Millennial workforce
  • Exploration of the top market, business and servicing trends - including omni-channel environments and the push for agent engagement and empowerment - and how WFM is addressing these needs
  • Analysis of the new WFM intraday management capabilities and their ability to provide enhanced scheduling flexibility
  • Examination of forecasting accuracy, and how the solutions are handling the differing needs of front and back offices
  • Analysis of the back-office and branch capabilities of the featured WFM suite providers
  • WFM market activity and market share analysis, adoption rate, and 5-year projections for 2016 - 2020
  • Review of the WFM competitive landscape
  • Company snapshots and product overviews for the 6 featured WFM vendors, including a high-level functional and technical summary
  • Analysis of the return on investment (ROI) and the benefits enterprises should expect to realize from a successful WFM implementation
  • Implementation analysis, including vendor best practices, maintenance and support policies, workshops, training and professional services
  • Comprehensive vendor satisfaction survey results that measure and rank vendor approval ratings across 24 product components and 11 vendor categories
  • Vendor pricing analysis for on-premise and cloud-based 250-seat WFM implementations
  • In-depth, side-by-side comparative analyses of the key functional and technical capabilities of the 6 leading and contending WFM vendors covered in detail in this Report
  • Company reports for the 9 leading and contending vendors, analyzing their products, functionality and future product development plans
  • Comprehensive WFM Vendor Directory, featuring contact center and back-office WFM competitors

Report Highlights

  • Market momentum is strong and expected to increase: In 2015, the number of WFM seats increased by 10.6%, and the number of customers by 7.7%. DMG expects the market to increase by 11% in 2016, 2017 and 2018, and by 12% in 2019 and 2020. Enterprises large and small appreciate the importance of using WFM solutions that help them better engage and satisfy their employees while improving productivity and customer satisfaction. Forward-thinking companies are investing in their future, particularly now that they can acquire WFM capabilities much more easily in the cloud.
  • Innovations in WFM are addressing the needs of the Millennial generation: The work/life balance is of critical importance to Millennial workers. WFM solutions that incorporate self-service and intraday management features provide a competitive advantage in hiring and staff satisfaction by offering flexibility in scheduling and enabling employees to manage their shifts. Mobility features that address the needs of today's global, on-the-go workforce empower employees to control their own scheduling destiny. These innovations are enhancing productivity and can make organizations employers of choice.
  • Vendors are recognizing the critical importance of providing an outstanding user experience throughout the customer journey: Customer loyalty and retention are critical business goals, particularly in a challenged economy. WFM solutions can enhance the customer experience by ensuring that organizations have the right resources to deliver an outstanding omni-channel service experience. And the benefits are even better when WFM solutions are extended to back-office and branch networks.

SAMPLE FIGURE

Contact Center WFM Building Blocks

                     Source: DMG Consulting LLC, March 2016

Table of Contents

1. Executive Summary

2. Introduction

3. DMG Consulting Research Methodology

  • 3.1. Report Participation Criteria

4. Workforce Management Market Segments

  • 4.1. WFM Vendor-Supported Market Segments

5. Workforce Management Functional Building Blocks

  • 5.1. Core, Value-Added, Optional
  • 5.2. High-Level Technical Summary
    • 5.2.1. Security
    • 5.2.2. System Administration
    • 5.2.3. Integration Capabilities

6. Vendor Service Delivery Models

  • 6.1. DMG Service Delivery Definitions
  • 6.2. Vendor Service Delivery Options

7. Workforce Management Trends and Challenges for 2016

  • 7.1. WFM Trends for 2016
  • 7.2. WFM Challenges for 2016

8. Workforce Management Market Innovation

  • 8.1. New Product Features
  • 8.2. Emerging Capabilities

9. WFM Fundamentals

  • 9.1. Forecasting
  • 9.2. Scheduling
  • 9.3. Intraday Management
  • 9.4. Intraday Management Automation
  • 9.5. Shrinkage
  • 9.6. Real-Time Adherence
  • 9.7. Long-Term Planning and Budgeting
  • 9.8. Dashboards and Reporting

10. The Mission-Critical Role of WFM in Enterprises

  • 10.1. Globalization
  • 10.2. Omni-Channel Operating Environments
  • 10.3. Algorithms to Support Omni-Channel Forecasting
  • 10.4. Multi-Skill

11. The Engaged and Empowered Workforce

  • 11.1. Self-Service
  • 11.2. It's Time to Empower Your Agents with Scheduling Autonomy
  • 11.3. Gamification
  • 11.4. Work/Life Balance Management
  • 11.5. Employee Feedback Management
  • 11.6. Self-Directed Performance Management

12. The Back-Office Becomes Front-of-Mind

  • 12.1. Benefits of Back-Office/Branch WFM
  • 12.2. Back-Office WFM ROI

13. Workforce Management Market Activity Analysis

  • 13.1. Validating Market Numbers
  • 13.2. WFM Market Share Analysis

14. Workforce Management Market Adoption

15. Workforce Management Projections

16. Contact Center Workforce Management Competitive Landscape

17. Workforce Management Vendors and Solutions

  • 17.1. Company Snapshot
  • 17.2. Vendor Offerings and Products
  • 17.3. SMB Solutions

18. Workforce Management Benefits and Return on Investment

  • 18.1. Contact Center WFM Benefits
  • 18.2. Contact Center ROI Analysis

19. Implementation Analysis

  • 19.1. Implementation Process
  • 19.2. Implementation Best Practices
  • 19.3. Training and Services
  • 19.4. Maintenance and Support

20. Pricing

  • 20.1. Premise-Based Price Range, by Solution
  • 20.2. Premise-Based Pricing
  • 20.3. Cloud-Based Pricing
  • 20.4. Cloud-Based Pricing for Incremental WFM Modules

21. Workforce Management Vendor Satisfaction Analysis

  • 21.1. Summary of Survey Findings and Analysis
  • 21.2. Detailed Survey Findings and Analysis
  • 21.3. Customer Insights

22. Company Reports

  • 22.1. Aspect Software Inc.
  • 22.2. Calabrio
  • 22.3. inContact, Inc.
  • 22.4. Interactive Intelligence, Inc.
  • 22.5. Intradiem
  • 22.6. NICE Systems
  • 22.7. Teleopti AB
  • 22.8. Verint Systems
  • 22.9. WorkFlex Solutions LLC

Appendix: Workforce Management Vendor Directory

TABLE OF FIGURES

  • Figure 1: WFM Market Segments
  • Figure 2: WFM Market Segments Supported, by Vendor
  • Figure 3 Contact Center WFM Building Blocks
  • Figure 4: High-Level Technical Summary
  • Figure 5: Security
  • Figure 6: System Administration
  • Figure 7: Integration Capabilities
  • Figure 8: Service Delivery Models, Advantages and Disadvantages
  • Figure 9: DMG's Service Delivery Model Definitions
  • Figure 10: WFM Vendor Service Delivery Options
  • Figure 11: 2016 WFM Trends
  • Figure 12: 2016 WFM Challenges
  • Figure 13: New Product Features, by Vendor
  • Figure 14: New Product Features, by Category
  • Figure 15: Future Application Enhancements, by Category
  • Figure 16: Forecasting
  • Figure 17: Scheduling
  • Figure 18: Intraday Management
  • Figure 19: Intraday Management Automation
  • Figure 20: Shrinkage
  • Figure 21: Real-Time Adherence
  • Figure 22: Long-Term Planning and Budgeting
  • Figure 23: Dashboards and Reporting and Analytical Capabilities
  • Figure 24: Globalization
  • Figure 25: Omni-Channel Functionality
  • Figure 26: Omni-Channel WFM Capabilities
  • Figure 27: Algorithms
  • Figure 28: Multi-Skill Capabilities
  • Figure 29: WFM Features that Promote Engagement and Empowerment
  • Figure 30: Flexible Scheduling Practices
  • Figure 31: Agent Self-Service
  • Figure 32: Gamification
  • Figure 33: Work-Life Balance
  • Figure 34: Employee Feedback
  • Figure 35: Self-Directed Performance Management
  • Figure 36: Back-Office Share of US Gross Domestic Product
  • Figure 37: Back-Office WFM Solution Building Blocks
  • Figure 38: Back Office/Branch WFM Capabilities
  • Figure 39: Back-Office/Branch WFM Benefits
  • Figure 40: Back-Office WFM Benefits
  • Figure 41: Return on Investment (ROI)
  • Figure 42: WFM Market Activity, as of December 31, 2015
  • Figure 43: Intraday Management Market Activity by Vendor, as of December 31, 2015
  • Figure 44: Intraday Management Market Activity by Vendor, 2015 vs 2014 Comparison, as of December 31, 2015
  • Figure 45: WFM Market Share by Number of Seats, as of December 31, 2015
  • Figure 46: WFM Market Share by Number of Seats, as of December 31, 2015
  • Figure 47: Total Number of WFM Seats, 2015 vs. 2014 Comparison
  • Figure 48: Total Number of WFM Seats, 2007 - 2015 Trends
  • Figure 49: WFM Projections, 2016 - 2020
  • Figure 50: Company Information as of December 31, 2015
  • Figure 51: Product Modules Figure 52: Small and Mid-Sized WFM Offering
  • Figure 53: Benefits of WFM Solutions
  • Figure 54: Return on Investment (ROI)
  • Figure 55: Return on Investment (ROI)
  • Figure 56: Implementation Analysis
  • Figure 57: Implementation Analysis
  • Figure 58: Training, Documentation and Professional Services
  • Figure 59: Maintenance and Ongoing Support
  • Figure 60: 2016 Premise-Based Price Ranges By Solution
  • Figure 61: Pricing: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Premise-Based WFM Solution
  • Figure 62: Pricing: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Premise-Based WFM Solution
  • Figure 63: Pricing: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Cloud-Based
  • Figure 64: Pricing: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Cloud-Based
  • Figure 65: Customer Survey Rating Categories
  • Figure 66: Average Satisfaction Ratings, by Category
  • Figure 67: Product Satisfaction Ratings, by Category
  • Figure 68: Ease of System Configuration and Set-up Satisfaction Ratings, by Customer
  • Figure 69: Ease of Ongoing Use and Maintenance Satisfaction Ratings, by Customer
  • Figure 70: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
  • Figure 71: Ability to Customize the User Interface Satisfaction Ratings, by Customer
  • Figure 72: Forecasting Accuracy Satisfaction Ratings, by Customer
  • Figure 73: Scheduling Features and Effectiveness Satisfaction Ratings, by Customer
  • Figure 74: Omni-Channel Forecasting and Scheduling Satisfaction Ratings, by Customer
  • Figure 75: Intraday Management Capabilities Satisfaction Ratings, by Customer
  • Figure 76: Real-Time Adherence Features Satisfaction Ratings, by Customer
  • Figure 77: Agent Self-Service Features Satisfaction Ratings, by Customer
  • Figure 78: Time-Off Management Features and Functionality Satisfaction Ratings, by Customer
  • Figure 79: Mobile Capabilities Satisfaction Ratings, by Customer
  • Figure 80: Gamification Capabilities Satisfaction Ratings, by Customer
  • Figure 81: Long-Term Planning Capabilities Satisfaction Ratings,by Customer
  • Figure 82: Budgeting/Cost Management Capabilities Satisfaction Ratings, by Customer
  • Figure 83: Timekeeping and Payroll Management Features Satisfaction Ratings, by Customer
  • Figure 84: Back-Office/Branch Functionality Satisfaction Ratings, by Customer
  • Figure 85: Dashboards Satisfaction Ratings, by Customer
  • Figure 86: Reporting Satisfaction Ratings, by Customer
  • Figure 87: Globalization Features Satisfaction Ratings, by Customer
  • Figure 88: Product Effectiveness Ratings, by Category
  • Figure 89: Ability to Improve Agent Utilization/Occupancy Satisfaction Ratings, by Customer
  • Figure 90: Ability to Improve Productivity Satisfaction Ratings, by Customer
  • Figure 91: Ability to Automatically Identify Optimal Solutions to Intraday Issues and Variances Satisfaction Ratings, by Customer
  • Figure 92: Ability to Manage Shrinkage Satisfaction Ratings, by Customer
  • Figure 93: Ability to Identify Agent Performance Opportunities Satisfaction Ratings, by Customer
  • Figure 94: Ability to Improve Agent Engagement and PerformanceSatisfaction Ratings, by Customer
  • Figure 95: Ability to Reduce Overstaffing/Understaffing Satisfaction Ratings, by Customer
  • Figure 96: Ability to Route Interactions to the “Right” Agent at the Right Time Satisfaction Ratings, by Customer
  • Figure 97: Ability to Identify Agent Skill Gaps and Project Agent Skill Requirements Satisfaction Ratings, by Customer
  • Figure 98: Ability to Support Complex and Varied Global Work RulesSatisfaction Ratings, by Customer
  • Figure 99: Ability to Support Blended Channels Satisfaction Ratings, by Customer
  • Figure 100: Ability to Support Agent Preferences Satisfaction Ratings, by Customer
  • Figure 101: Ability to Support Recruitment/Hiring/Training Capabilities Satisfaction Ratings, by Customer
  • Figure 102: Current Product Satisfaction Ratings, by Customer
  • Figure 103: Implementation Satisfaction Ratings, by Customer
  • Figure 104: Training Satisfaction Ratings, by Customer
  • Figure 105: Professional Services Satisfaction Ratings, by Customer
  • Figure 106: Ongoing Service and Support Satisfaction Ratings, by Customer
  • Figure 107: Product Innovation Satisfaction Ratings, by Customer
  • Figure 108: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
  • Figure 109: Vendor Communication Satisfaction Ratings, by Customer
  • Figure 110: Pricing Satisfaction Ratings, by Customer
  • Figure 111: Overall Vendor Satisfaction Ratings, by Customer
  • Figure 112: What activities do you use your WFM vendor to support?
  • Figure 113: What channels do you use your WFM vendor to support?
  • Figure 114: What are the top 3 - 5 challenges that you were hoping toovercome with the WFM solution?
  • Figure 115: What are the top 3 - 5 benefits you have gained from using the WFM solution?
  • Figure 116: Please tell us the top 3 - 5 strengths of your WFM solution.
  • Figure 117: Please tell us the top 3 - 5 challenges of your WFM solution.
  • Figure 118: What product enhancements would you like to see?
  • Figure 119: Please feel free to provide any additional comments about your experience with the vendor and/or product.
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