表紙:エンタープライズワークフォースマネジメント製品および市場レポート:2023-2024年
市場調査レポート
商品コード
1252003

エンタープライズワークフォースマネジメント製品および市場レポート:2023-2024年

2023 - 2024 Enterprise Workforce Management Product and Market 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=150.28円
エンタープライズワークフォースマネジメント製品および市場レポート:2023-2024年
出版日: 2023年04月04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

当レポートでは、世界のエンタープライズワークフォースマネジメントの製品および市場を調査し、製品の定義と概要、主要動向・課題、イノベーション、主要WFMソリューションの満足度調査・比較分析・ランキング、主要企業のプロファイルなどをまとめています。

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 ワークフォースマネジメントスイートの定義

  • WFMベンダースイートの概要

第5章 ワークフォースマネジメントの動向と課題

  • 動向
  • 課題

第6章 ワークフォースマネジメント市場のイノベーション

  • 新機能
  • 新たな能力

第7章 AIが可能にするワークフォースマネジメントソリューション

第8章 オムニチャネルエンタープライズ向けのワークフォースマネジメント

  • オムニチャネルワークフォースマネジメントの要件
  • オムニチャネル予測
  • オムニチャネルのスケジューリング
  • ハイブリッドワークフォースの要件

第9章 エージェントの期待の充足

  • エージェントセルフサービス
  • eラーニング/会議管理
  • ゲーミフィケーション

第10章 リアルタイムコンタクトセンター向けのリアルタイムWFMソリューション

  • リアルタイムアダプティブ日中管理
  • リアルタイムアドヒアランス

第11章 未来への焦点

  • 長期戦略計画
  • 採用管理
  • ワークスペース割り当て

第12章 バックオフィス/支店のワークフォースマネジメント

第13章 WFM市場アクティビティ

  • 市場の数のバリデーション
  • WFM市場シェア分析

第14章 WFMの採用率

第15章 WFM市場の予測

第16章 WFMの競合情勢

  • 企業スナップショット
  • ハイレベルレベル機能のまとめ
  • ダッシュボード・レポーティング・KPI

第17章 ワークフォースマネジメントベンダーの満足度分析

  • 調査結果・分析の概要:ベンダーのカテゴリー
    • ベンダー満足度:カテゴリーおよびカスタマー別
  • 調査結果・分析の概要:WFMスイートモジュール
    • WFMモジュール満足度:カテゴリーおよびカスタマー別
  • 調査結果・分析の概要:WFM製品機能
    • WFM製品機能の満足度:カテゴリーおよびカスタマー別
  • カスタマーの背景と洞察
    • WFMソリューションでサポートされるチャネル
    • コンタクトセンターの主な課題への対処へのWFMソリューションの有用性
    • WFMの制限事項トップ3~5
    • 追加コメント

第18章 価格設定

  • クラウドベース価格

第19章 企業レポート

  • Alvaria
  • Assembled, Inc.
  • Calabrio
  • Genesys
  • NICE
  • Playvox
  • Puzzel, Ltd.
  • Verint Systems

付録:ワークフォースマネジメントベンダーディレクトリー

図表

Table 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
目次

DMG Consulting's “2023 - 2024 Enterprise Workforce Management Product and Market Report ” is intended to assist contact center, back office, branch, IT, and enterprise leaders in selecting the right solution, technology, functionality, and partner to meet their organization's current and future WFM needs.

Workforce management (WFM) is an essential application that is being transformed to address the needs of an increasingly digital and artificial intelligence (AI)-enabled world. DMG's Enterprise Workforce Management Product and Market Report provides an insightful and detailed analysis of this highly complex IT sector.

KEY TAKEAWAYS

  • WFM solutions are mission critical: WFM solutions are vital to delivering consistently excellent customer and employee experiences and improving productivity
  • AI is driving innovation throughout these applications: New AI-based algorithms, predictive models, and simulation techniques enhance short-term forecasting and scheduling capabilities (as well as long-term planning), and AI technologies improve intraday management tool performance
  • Cloud-native solutions are bringing a fresh approach: Recent WFM entrants have two things in common: their offerings are designed to be easy to use with modern and intuitive user interfaces (UIs), and they simplify integration with enterprise operating systems
  • Dynamic expectations of today's workforce are a catalyst for change: AI-enabled WFM solutions support ever-evolving employee demands by optimizing scheduling flexibility, including the ability to work from home and work non-traditional hours to manage their own work/life balance, while delivering 24/7 access to self-service scheduling capabilities and personal performance results via mobile devices

Leading and Contending WFM Competitors Analyzed in the Report:

  • Alvaria
  • Assembled*
  • Calabrio
  • Genesys**
  • NICE
  • Playvox
  • Puzzel
  • Verint

*New high-level participant.

**New full participant.

Comprehensive WFM Product and Market Analysis

This Report provides a detailed evaluation of the WFM market and product offerings. Workforce management platforms should include forecasting and scheduling, intraday management, real-time adherence, time-off management, self-service, long-term planning, and reporting capabilities, as well as a variety of optional modules.

Emerging vendors are entering the market and existing competitors are making major R&D investments in their platforms and capabilities. Both groups aim to deliver a new and more effective generation of WFM solutions.

Key Reasons to Buy This Report:

DMG's Enterprise Workforce Management Product and Market Report provides an insightful analysis of today's WFM market, product suites, and the business, market, and technology trends and challenges confronting enterprise leaders in light of increasingly complex operating environments, rising customer and workforce expectations, and a turbulent economy.

This Report analyzes WFM market activity and provides 5-year revenue projections. It shares vendor pricing and presents customer satisfaction survey results that measure and rank the featured WFM solutions across 10 vendor categories, 11 suite modules, and 11 product capabilities. Additionally, it includes detailed company write-ups for the 8 leading and contending WFM vendors covered in the Report.

The WFM Product and Market Report is for those who want to understand:

The competitive landscape Features and functionality of leading and contending vendors Recent enhancements and planned near-term product roadmaps of the featured solutions How AI and automation enable WFM applications The role of WFM in an omnichannel world WFM product pricing WFM market activity vendor analysis WFM adoption rate and TAM What's next for the market

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. 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 EX-pectations

  • 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

Appendix: Workforce Management Vendor Directory