株式会社グローバルインフォメーション
TEL: 044-952-0102
表紙
市場調査レポート

ワークフォース最適化 (WFO) 製品と市場分析

2018-2019 Workforce Optimization Product and Market Report

発行 DMG Consulting LLC 商品コード 247395
出版日 ページ情報 英文
納期: 即日から翌営業日
価格
本日の銀行送金レート: 1USD=111.00円で換算しております。
Back to Top
ワークフォース最適化 (WFO) 製品と市場分析 2018-2019 Workforce Optimization Product and Market Report
出版日: 2019年01月23日 ページ情報: 英文
概要

当レポートでは、ワークフォース最適化 (WFO) 製品と市場について調査分析し、概要、市場動向と課題、イノベーション、競合情勢、5ヶ年予測などについて、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 サービス提供モデル

第5章 WFO市場セグメント

第6章 WFOの定義

第7章 WFOの動向

第8章 WFOの課題

第9章 WFO市場イノベーション

  • 新製品の特徴
  • 新機能

第10章 将来のコンタクトセンター

第11章 AI:よりスマートに

第12章 WFOスイート:多くのコンポーネント、ワンソリューション

  • 記録
  • QM/AQM
  • コーチング
  • Eラーニング
  • WFM
  • 調査/VoC
  • パフォーマンス管理
  • 知識管理
  • 音声アナリティクス
  • テキストアナリティクス
  • デスクトップアナリティクス
  • 予測アナリティクス
  • カスタマージャーニーアナリティクス
  • ゲーミフィケーション
  • RPA
  • バックオフィスWFO

第13章 中小企業向けWFOスイート

第14章 WFO市場活動分析

第15章 WFO市場予測

第16章 WFOの競合情勢

  • 現在のWFO情勢

第17章 WFOベンダーとソリューション

  • 企業スナップショット
  • WFOベンダースイートの概要
  • ハイレベルな技術概要
  • ダッシュボード、レポーティング・アナリティクス
  • セキュリティ
  • コンプライアンス

第18章 WFOの導入期間、メリット、ROI

第19章 WFOの顧客満足度分析

  • 調査結果と分析のサマリー
  • 顧客の背景と考察

第20章 価格

  • プレミスベースの価格
  • クラウドベースの価格

第21章 企業レポート

  • Aspect Software, Inc.
  • Calabrio
  • DVSAnalytics
  • Genesys
  • NICE
  • OnviSource
  • OpenText Corporation
  • Verint Systems

付録:WFOベンダーのディレクトリ

目次

DMG Consulting's 15th annual Workforce Optimization Product and Market Report presents the industry's most detailed and comprehensive analysis of this influential technology sector. The Report provides all of the vendor, product, functional, technical, pricing and operational information required for contact center, IT and enterprise leaders to select the right solution and vendor to meet their current and future workforce optimization (WFO) needs. Recording and quality assurance (QA) continue to be the core components of WFO solutions, and true suites also include at least 4 of the following complementary applications: workforce management (WFM), contact center performance management (CCPM), speech analytics (SA), text analytics (TA), desktop analytics (DA), enterprise feedback management (EFM)/ surveying, eLearning/coaching, gamification, customer journey analytics (CJA) and robotic process automation (RPA). The Report also covers back-office and branch WFO capabilities.

The WFO market has come a long way since DMG Consulting began covering this sector 15 years ago. The service economy has undergone many changes, all of which benefit from real-time contact centers, the subject of the book The Real- Time Contact Center, published by Donna Fluss, President of DMG Consulting, 13 years ago. Real-time service is a hallmark of the digital transformation: immediate responses are required for omni-channel service, a globalized economy with customers around the world, etc. The real-time transition is well underway.

Automation and artificial intelligence (AI) are changing the way companies operate, and allow businesses to re-imagine many aspects of their operations, including their employees. Automation initiatives are priorities in most industries. Today, there are applications and frameworks that can be inserted into attended or unattended processes and quickly implemented to partially or completely automate a workflow. RPA and desktop process automation (DPA) allow enterprises to automate routine, repetitive tasks; this allows businesses to cut thousands of dollars per day from their budget. It also allows human resources to be re-allocated to more rewarding cognitive tasks.

Customers are also beneficiaries of automation in the enterprise. Interaction analytics, comprised of speech and text analytics, allows organizations to listen to customers and prospects across voice and digital channels to obtain a comprehensive understanding of their experience. It reveals details about customers' transaction paths through the organization: which touchpoints they used, the route they took, the duration of each step, and where the journey ended. It provides a first-hand account of customers' perceptions of the service journey by capturing sentiment and emotion, and the degree of effort expended. Internally, interaction analytics also allows a company to monitor service quality from the customer's perspective.

Predictive analytics is an emerging strategy for improving and personalizing the customer experience. It uses data mining, statistical techniques and machine learning to identify relationships, patterns and trends to anticipate the likelihood of future events and behaviors, as well as their business impact. In doing so, predictive analytics can be used to understand what customers need and want, and then kick off real-time agent guidance, next-best-action recommendations and optimal marketing offers tailored to customer needs.

Contact centers are not going away for the foreseeable future, but they are going to change. Technology will be used to “work smarter, not harder.” Transaction handling will be personalized and matched to the ideal resource. Highly sophisticated agents will have a new generation of servicing tools at their fingertips to achieve optimal outcomes. As exciting as changes have been for contact centers, the best is yet to be.


The 2018-2019 edition of the “Workforce Optimization Product and Market Report” covers 8 leading and contending vendors: Aspect, Calabrio, DVSAnalytics, Genesys, NICE, OnviSource, OpenText and Verint. The Report analyzes the servicing, business and management trends that are redefining how enterprises and their contact centers view and interact with their customers, prospects and employees. This Report compares WFO market activity for first-half 2018 vs. first-half 2017, and provides 5-year market projections for all 12 WFO application components

Key Reasons to Buy this Report:

  • QM/liability recording market segments and vendor-supported activities
  • Functional and technical building blocks of contact center WFO suites
  • Service deployment options for WFO solutions: on-premise, cloud, managed service and hybrid
  • Market and business trends and challenges that are driving enterprise investments and influencing vendor innovation
  • WFO market innovation, including a review of recently introduced functionality and what is planned for the next 12 - 18 months
  • Insightful look at how AI and machine learning are ushering in the contact center of the future
  • Discussion of how AI is being leveraged in WFO suites and self-service solutions to deliver “smart” solutions that are alerting the servicing paradigm
  • Examination of the 13 key WFO suite functional capabilities, plus back-office and knowledge management capabilities, and comparative analysis of the features and functionality in the 8 featured solutions
  • Detailed revenue and market share analyses featuring first-half 2018 vs. first-half 2017 revenue comparisons, by vendor, based on GAAP revenue for total company, the contact center WFO segment, the quality management/recording (WFO) sector, voice recording, contact center and non-contact-center voice recording, and QA/QM
  • 5-year WFO market projections for 2018 - 2022
  • Review of the WFO competitive landscape, and vendor competitive positioning
  • Overview of the 8 leading and contending WFO vendors, including company snapshots, WFO suite overviews and small and mid-size business (SMB)/ packaged offerings
  • High-level technical summary, including dashboards, reporting and analytics, security, and compliance functional capabilities
  • Implementation analysis including timeframes, quantifiable benefits and return on investment (ROI)
  • Comprehensive customer satisfaction survey results that measure and rank ratings across 19 product components, 10 effectiveness categories, and 10 vendor categories
  • Detailed pricing analysis for a 250-seat on-premise and cloud-based QM/recording/ coaching implementation, including incremental costs for WFM, CCPM, EFM, speech, text and desktop analytics, gamification and customer journey analytics
  • Detailed company reports for the 8 leading and contending WFO vendors, analyzing their products, functionality and future product development plans
  • Comprehensive WFO Vendor Directory

Report Highlights:

  • Artificial intelligence is transforming the workplace: AI is producing game-changing innovation that is opening up new possibilities in enterprises. AI-enabled contact centers are the next step for service organizations. Machine learning, intelligent virtual agents (IVAs), RPA, DPA, knowledge management and more will be instrumental in improving the service experience.
  • Interaction analytics is a vital contributor to improving the customer experience: Interaction analytics provides a multi-dimensional analysis of the customer experience. This enables companies to take a data-driven approach to understanding what occurs throughout the customer journey, from the first touch to the last, from the customer's perspective.
  • Predictive analytics is an emerging strategy for personalizing the customer experience: Speech and text analytics are being enhanced with predictive analytics capabilities to enrich and personalize each customer interaction. By allowing organizations to better understand customers' wants and needs, predictive analytics can initiate customized strategies to produce optimal outcomes.
  • The WFO sector has had a great run, and the future looks bright: Automation and other innovations are introducing a new era of personalized transaction handling. AI-enabled bots and IVAs can deliver rapid and accurate answers to customer inquiries. Self-service solutions are also improving in quality and effectiveness. Technology is enabling businesses to “work smarter, not harder.”

SAMPLE FIGURE

TABLE OF CONTENTS

1. Executive Summary

2. Introduction

3. DMG Consulting Research Methodology

  • 3.1. Report Participation Criteria

4. Service Delivery Models

  • 4.1. Vendor Service Delivery Options

5. WFO Market Segments

6. Workforce Optimization Defined

7. Workforce Optimization Trends

8. Workforce Optimization Challenges

9. Workforce Optimization Market Innovation

  • 9.1. New Product Features
  • 9.2. Emerging Capabilities

10. Contact Center of the Future

11. AI: Working Smarter, Not Harder

12. WFO Suites: Many Components, One Solution

  • 12.1. Recording
  • 12.2. QM/AQM
  • 12.3. Coaching
  • 12.4. eLearning
  • 12.5. WFM
    • 12.5.1. Market Watch: The Next Chapter for WFM
  • 12.6. Surveying/VoC
  • 12.7. Performance Management
  • 12.8. Knowledge Management
    • 12.8.1. The Similarities and Differences between Knowledge Management, Content Management and Search
    • 12.8.2. Market Watch: Knowledge Management Heats Up
  • 12.9. Speech Analytics
    • 12.9.1. Market Watch: What's New and What's Next for Speech Analytics
  • 12.10. Text Analytics
  • 12.11. Desktop Analytics
  • 12.12. Predictive Analytics
  • 12.13. Customer Journey Analytics
  • 12.14. Gamification
  • 12.15. Robotic Process Automation
    • 12.15.1. Market Watch: The Bot Story
  • 12.16. Back-Office WFO

13. WFO Suites for Small/Mid-Size Businesses

14. WFO Market Activity Analysis

  • 14.1. Financial Information Sources
  • 14.2. Debates about Methodology
  • 14.3. Methodology
  • 14.4. Total GAAP Revenue and Market Share, First- Half 2018 vs. First-Half 2017 (all QM/recording related vendors)
  • 14.5. Total Contact Center WFO Revenue and Market Share, First-Half 2018 vs. First-Half 2017
  • 14.6. Total Voice Recording Revenue and Market Share, First-Half 2018 vs. First-Half 2017 Comparison
  • 14.7. QM/QA Application Revenue and Market Share, First-Half 2018 vs. First-Half 2017 Comparison

15. WFO Market Projections for 2018 through 2022

16. WFO Competitive Landscape

  • 16.1. Current WFO Landscape

17. WFO Vendors and Solutions

  • 17.1. Company Snapshot
  • 17.2. WFO Vendor Suite Overview
  • 17.3. High Level Technical Summary
  • 17.4. Dashboards, Reporting and Analytics
  • 17.5. Security
  • 17.6. Compliance
    • 17.6.1. General Data Protection Regulation

18. WFO Implementation Times Frames, Benefits and ROI

19. WFO Customer Satisfaction Survey

  • 19.1. Summary of Survey Findings and Analysis: Vendor Categories
    • 19.1.1. Vendor Satisfaction by Sub-Category and Customer
  • 19.2. Summary of Survey Findings and Analysis: WFO Functional Components
    • 19.2.1. Satisfaction with WFO Functional Components
  • 19.3. Summary of Survey Findings and Analysis: Product Attributes
    • 19.3.1. Satisfaction with WFO Functional Components
  • 19.4. Customer Background and Insights
    • 19.4.1. Customer Background
    • 19.4.2. Top Pain Points to Address with a WFO Solution
    • 19.4.3. Strengths of WFO Solutions
    • 19.4.4. Product Enhancements
    • 19.4.5. Additional Comments

20. Pricing

  • 20.1. Premise-Based Pricing
  • 20.2. Cloud-Based Pricing

21. Company Reports

  • 21.1. Aspect Software, Inc.
  • 21.2. Calabrio
  • 21.3. DVSAnalytics
  • 21.4. Genesys
  • 21.5. NICE
  • 21.6. OnviSource
  • 21.7. OpenText Corporation
  • 21.8. Verint Systems

Appendix: WFO Vendor Directory

TABLE OF FIGURES

  • Figure 1: DMG's Service Delivery Model Definitions
  • Figure 2: WFO Vendor Service Delivery Options
  • Figure 3: WFO Market Segments
  • Figure 4: Supported Market Segments, by Vendor
  • Figure 5: Contact Center Workforce Optimization Suite
  • Figure 6: 2018 WFO Trends
  • Figure 7: 2018 WFO Challenges
  • Figure 8: New Product Features, by Vendor
  • Figure 9: Future Enhancements, by Category
  • Figure 10: Adaptive and Proactive Service
  • Figure 11: Ten-Year Projections/Assumptions
  • Figure 12: Application and Benefits of IVA, RPA and Voice Biometrics
  • Figure 13.1: Artificial Intelligence (AI) and Machine Learning
  • Figure 13.2: Artificial Intelligence (AI) and Machine Learning
  • Figure 14.1: Recording
  • Figure 14.2: Recording
  • Figure 15.1: QM/AQM
  • Figure 15.2: QM/AQM
  • Figure 16.1: Coaching
  • Figure 16.2: Coaching
  • Figure 17.1: eLearning
  • Figure 17.2: eLearning
  • Figure 18: WFM Building Blocks
  • Figure 19.1: WFM
  • Figure 19.2: WFM
  • Figure 20.1: Surveying/VoC
  • Figure 20.2: Surveying/VoC
  • Figure 21.1: Performance Management
  • Figure 21.2: Performance Management
  • Figure 22: Functional Comparison of KM, Contact Management and Search
  • Figure 23.1: Knowledge Management
  • Figure 23.2: Knowledge Management
  • Figure 24: What is Speech Analytics?
  • Figure 25: Post-Call vs. Real-Time Speech Analytics Use Cases
  • Figure 26.1: Speech Analytics
  • Figure 26.2: Speech Analytics
  • Figure 27: Text Analytics
  • Figure 28.1: Text Analytics
  • Figure 28.2: Text Analytics
  • Figure 29: High-Level Comparison of RPA and Desktop Analytics
  • Figure 30.1: Desktop Analytics
  • Figure 30.2: Desktop Analytics
  • Figure 31.1: Predictive Analytics
  • Figure 31.2: Predictive Analytics
  • Figure 32: CJA Defined
  • Figure 33.1: Customer Journey Analytics
  • Figure 33.2: Customer Journey Analytics
  • Figure 34.1: Gamification
  • Figure 34.2: Gamification
  • Figure 35: Attended and Unattended RPA/Bots
  • Figure 36.1: RPA
  • Figure 36.2: RPA
  • Figure 37.1: Back-Office WFO
  • Figure 37.2: Back-Office WFO
  • Figure 38: The Uses and Benefits of Quality Management
  • Figure 39: Common Uses for Desktop Analytics
  • Figure 40: WFM is a Key Employee Engagement Tool
  • Figure 41: SMB/Packaged Solutions
  • Figure 42: Total Company GAAP Revenue and Market Share, First-Half 2018 vs. First-Half 2017 Comparison
  • Figure 43: Contact Center WFO Revenue and Market Share, First-Half 2018 vs. First-Half 2017 Comparison
  • Figure 44: Total Voice Recording, First-Half 2018 vs. First-Half 2017 Comparison
  • Figure 45: QM/QA Applications Revenue and Market Share, First-Half 2018 vs. First-Half 2017 Comparison
  • Figure 46: WFO Application Projections, 2018 - 2022
  • Figure 47: 2019 Contact Center WFO Suite Competitive Positioning
  • Figure 48.1: Company Information
  • Figure 48.2: Company Information
  • Figure 49: Product Information
  • Figure 50.1: High-Level Functional Summary
  • Figure 50.2: High-Level Functional Summary
  • Figure 51.1: Dashboards, Reporting and Analytics
  • Figure 51.2: Dashboards, Reporting and Analytics
  • Figure 52.1: Security
  • Figure 52.2: Security
  • Figure 53.1: Compliance
  • Figure 53.2: Compliance
  • Figure 54.1: GDPR Compliance
  • Figure 54.2: GDPR Compliance
  • Figure 55: Implementation and ROI Time Frames
  • Figure 56: Customer Survey Rating Categories
  • Figure 57: Average Satisfaction Ratings, by Category
  • Figure 58: Overall WFO Product Suite Satisfaction Ratings, by Customer
  • Figure 59: Implementation Satisfaction Ratings, by Customer
  • Figure 60: Training Satisfaction Ratings, by Customer
  • Figure 61: Professional Services Satisfaction Ratings, by Customer
  • Figure 62: Ongoing Service and Support Satisfaction Ratings, by Customer
  • Figure 63: Planned Product Innovation Satisfaction Ratings, by Customer
  • Figure 64: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
  • Figure 65: Vendor Communication Satisfaction Ratings, by Customer
  • Figure 66: Pricing Satisfaction Ratings, by Customer
  • Figure 67: Overall Vendor Satisfaction Ratings, by Customer
  • Figure 68: WFO Functional Components Satisfaction Ratings by Category
  • Figure 69: Voice Recording Satisfaction Ratings, by Customer
  • Figure 70: Digital Channel Recording (screen) Satisfaction Ratings, by Customer
  • Figure 71: Quality Management Satisfaction Ratings, by Customer
  • Figure 72: Coaching Satisfaction Ratings, by Customer
  • Figure 73: eLearning Satisfaction Ratings, by Customer
  • Figure 74: WFM Satisfaction Ratings, by Customer
  • Figure 75: Surveying/VoC Satisfaction Ratings, by Customer
  • Figure 76: Performance Management Satisfaction Ratings, by Customer
  • Figure 77: Knowledge Management Satisfaction Ratings, by Customer
  • Figure 78: Speech Analytics Satisfaction Ratings, by Customer
  • Figure 79: Voice Biometrics Satisfaction Ratings, by Customer
  • Figure 80: Text Analytics Satisfaction Ratings, by Customer
  • Figure 81: Desktop Analytics Satisfaction Ratings, by Customer
  • Figure 82: Predictive Analytics Satisfaction Ratings, by Customer
  • Figure 83: Customer Journey Analytics Satisfaction Ratings, by Customer
  • Figure 84: Gamification Satisfaction Ratings, by Customer
  • Figure 85: IVA Satisfaction Ratings, by Customer
  • Figure 86: RPA Satisfaction Ratings, by Customer
  • Figure 87: Back-Office WFO Satisfaction Ratings, by Customer
  • Figure 88: WFO Functional Components Satisfaction Ratings by Category
  • Figure 89: Omni-Channel Capabilities Satisfaction Ratings, by Customer
  • Figure 90: Regulatory and Compliance Management Features Satisfaction Ratings, by Customer
  • Figure 91: Supervisor Interface and User Experience Satisfaction Ratings, by Customer
  • Figure 92: Agent Features Satisfaction Ratings, by Customer
  • Figure 93: Ability to Leverage Results from Each Module Across the Suite Satisfaction Ratings, by Customer
  • Figure 94: AI/Machine Learning Capabilities Satisfaction Ratings, by Customer
  • Figure 95: Ability to Provide Relevant and Actionable Data in Reports and Dashboards Satisfaction Ratings, by Customer
  • Figure 96: System Security Satisfaction Ratings, by Customer
  • Figure 97: Ease of Configuration/Use/Maintenance Satisfaction Ratings, by Customer
  • Figure 98: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
  • Figure 99: Which of your vendor's WFO modules are you using?
  • Figure 100: What channels do you use your WFO solution to support?
  • Figure 101: What are the top 3 - 5 “pain points” that your WFO solution helps you to address?
  • Figure 102: Please tell us the top 3 - 5 strengths of your WFO solution.
  • Figure 103: Please list the product enhancements you would like to see.
  • Figure 104: Additional comments about your experience with the vendor and/or product
  • Figure 105: Pricing: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Premise-Based
  • Figure 106: Enterprise Pricing for a Single-Site, 250-Seat Contact Center, Cloud-Based
Back to Top