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市場調査レポート

ワークフォース最適化製品・市場レポート 2015-2016年

2015-2016 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=101.39円で換算しております。
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ワークフォース最適化製品・市場レポート 2015-2016年 2015-2016 Workforce Optimization Product and Market Report
出版日: 2016年01月20日 ページ情報: 英文
概要

ワークフォース最適化 (WFO) 市場における2015年前期のGAAP (一般会計原則) による企業総収益は、2014年前期の17億1360万米ドルから下落して17億500万米ドルとなりました。これはWFO市場が減速した2009年の不況以来、6年ぶりです。

当レポートでは、ワークフォース最適化 (WFO) スイートとその個別モジュールについて分析し、WFO最適化の動向と課題、市場の革新的動向、ベンダーとソリューション、顧客満足度調査、料金、および主要企業などについてまとめています。

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 DMGのコンサルティング調査手法

第4章 WFO市場の区分

第5章 ワークフォース最適化 (WFO) の定義

  • WFO機能および技術的枠組み
  • ワークフォース最適化スイートの特徴・メリット
  • ベンダーのワークフォース最適化スイートのメリット
  • ワークフォース最適化スイートの統合
  • ワークフォース最適化ハイレベルベンダースイートの機能
  • タイムフレームおよびROI (投資利益率) 分析の実施

第6章 ワークフォース最適化ソリューションのサービスデリバリーモデル

  • DMGサービスデリバリーの定義
  • ベンダーのサービスデリバリーオプション

第7章 ワークフォース最適化の動向・課題

  • ワークフォース最適化の動向
  • ワークフォース最適化の課題

第8章 ワークフォース最適化市場の革新

  • ワークフォース最適化製品の革新
  • ワークフォース最適化の新しい機能

第9章 主なコンタクトセンターサービスの動向・イニシアチブ

第10章 オムニチャネルのカスタマーエクスペリエンス・エンゲージメント

第11章 エンタープライズフィードバックマネジメント/顧客の声

第12章 従業員エンゲージメント:「スイート」の提案

第13章 エージェントエンゲージメントをサポートするためのWFOの利用

  • 音声分析
  • テキスト分析
  • デスクトップ分析
  • 予測分析
  • カスタマージャーニー分析

第14章 ペイメントカード産業のコンタクトセンター向けデータセキュリティ基準要件

  • PCI DSSの発展
  • ペイメントカード産業のデータセキュリティ基準要件とは?
  • コンタクトセンターは「マーチャント」か?
  • コンタクトセンター向けPCI DSS (ペイメントカード産業のデータセキュリティ基準) の見通し
  • PCI DSSのためのコンタクトセンターのベストプラクティス

第15章 バックオフィスワークフォース最適化スイート

  • バックオフィスワークフォース最適化スイートの構成要素
  • バックオフィスワークフォース最適化機能のベンダー

第16章 ワークフォース最適化市場活動分析

  • 財務情報ソース
  • 調査手法についてのデータベース
  • 調査手法
  • GAAP (一般会計原則) による総収益・市場シェア
  • 全コンタクトセンターWFO収益・市場シェア
  • 全音声レコーディング収益・市場シェア
  • QM/QA アプリケーション収益・市場シェア

第17章 ワークフォース最適化市場の予測

第18章 コンタクトセンターWFOの競合状況

  • コンタクトセンターWFOベンダーのサマリー

第19章 ワークフォース最適化のベンダー・ソリューション

  • 企業スナップショット
  • ワークフォース最適化スイートの概要
  • パッケージドサービス

第20章 詳細な機能分析

  • 記録
  • QA/QM (品質保証/品質管理)
  • コーチング
  • eラーニング
  • ワークフォース管理
  • パフォーマンス管理
  • ダッシュボード・レポーティング

第21章 ワークフォース最適化の顧客満足度調査

  • 調査結果・分析のサマリー
  • 詳細な調査結果・分析
  • 顧客背景・考察

第22章 料金

  • プレミス型の料金:ソリューション別
  • プレミス型の料金:QA、記録およびコーチング
  • プレミス型の料金:ワークフォース最適化モジュールの増分
  • クラウド型の料金:QA、記録およびコーチング
  • クラウド型の料金:ワークフォース最適化モジュールの増分

第23章 企業レポート

  • 8x8
  • Aspect Software Inc.
  • Avaya Inc.
  • Calabrio
  • dvsAnalytics
  • HP WFO Software
  • inContact, Inc.
  • Interactive Intelligence, Inc.
  • NICE Systems
  • OnviSource
  • TelStrat International, LTD
  • Verint Systems
  • VPI
  • ZOOM International

付録:ワークフォース最適化ベンダーのディレクトリ

図表

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目次

DMG Consulting's 12th annual Workforce Optimization Product and Market Report provides the vendor, product, functional, technical, pricing and operational information that enterprise, contact center and IT leaders need to select the right solution and partner to meet their organization's current and future front and back office WFO requirements.


DMG Consulting's 12th annual ‘Workforce Optimization Product and Market Report’ provides the vendor, product, functional, technical, pricing and operational information that enterprise, contact center and IT leaders need to select the right solution and partner to meet their organization's current and future front and back office WFO requirements. Workforce optimization (WFO) suites are comprised of 12 modules; recording and quality assurance (QA) remain the core components of these suites. The core modules are accompanied by as many as ten additional applications, specifically: workforce management (WFM), coaching, eLearning, contact center performance management (CCPM), enterprise feedback management (EFM)/voice of the customer (VoC)/surveying, speech analytics, text analytics, desktop analytics, and the two newest additions, gamification and customer journey analytics (CJA). This 647-page Report provides an insightful analysis of all aspects of the WFO market, positioning managers to realize the greatest return from their investment.

A number of trends are impacting the WFO market. Customers expect organizations of all sizes to strive to make it easy to conduct business with them. Companies also need WFO solutions to empower and engage employees so that they can deliver an outstanding customer experience throughout the entire customer journey, and increasingly, organizations want to acquire these applications in the cloud. WFO solutions, once intended solely for contact centers, are emerging for front- and back-office use. These suites are getting a much-needed facelift to improve system usability, navigation and benefits at the same time as they are being enhanced with back-office capabilities. DMG expects the next couple of years to be somewhat challenging for WFO competitors as they strive to increase adoption of new their enterprise analytics and employee engagement capabilities.

After years of talking about it, executives have started to make investments to achieve service excellence throughout the enterprise. While this requires the right blend of people, processes and technology, the most important element of the service equation, and what is most memorable to the customer, is their experience with the agent or other front-line employee with whom they interact. To help organizations deliver on their promise of great and personalized service, a new wave of WFO suites are emerging, focused on engaging and empowering agents through a blend of

WFM, analytics-enabled QA, gamification and EFM. These new suites are also being supported by innovative real-time and mobility capabilities.

Companies are beginning to recognize the importance of enhancing the performance of their back-office and branch operations. Companies' lack of visibility and control and under-investment in back-office and branch operating areas has resulted in service quality issues that increase costs and negatively impact the customer experience, even though these departments often operate behind the scenes. DMG Consulting research has found that there are 2.5 times as many back-office workers as front-office employees. Moreover, DMG estimates that at least 20% of all inquiries received by customer service departments and contact centers result from mishandling by back-office operating areas. It's time for companies to do something about the back-office challenge, which is why the new back-office WFO suites, led by workforce allocation and management capabilities, are starting to take hold. During the next 5 years, DMG expects to see significant adoption of back-office WFO suites that are purpose-built from the ground up.

Total company GAAP revenue for the WFO market in the first half of 2015 was $1,705 million, down $8.6 million from $1,713.6 million in the first half of 2014. This is the first time in 6 years, since the 2009 recession, that the WFO market has experienced a slowdown. But this decrease is slightly misleading because it is partially due to a change in the methodology used by DMG to account for some of the market's revenue. It is clear, however, that the WFO vendors are going to have to change their strategies and tactics if they want to return to double-digit growth rates, although it's important to point out that a few of the smaller WFO vendors performed extremely well during the past 12 months.

The ‘2015 - 2016 edition of the Workforce Optimization Product and Market Report ’covers 13 leading and contending vendors: Aspect, Avaya, Calabrio, dvsAnalytics, HP WFO Software, inContact, Interactive Intelligence, NICE, OnviSource, TelStrat, Verint, VPI and ZOOM International. Aspect and HP WFO Software are covered at a high level because it is the first time in years that they were included in this Report. The Report also contains a summary of 8x8's newly acquired WFO capability.

Key Elements of This Report

  • Overview of the quality management (QM)/liability recording market segments
  • Examination of the business, functional and technical components and framework for contact center and back-office WFO suites
  • Service delivery models and deployment options for WFO solutions: on-premise, cloud, hosted, managed service and hybrid
  • A review of the market, business, operational and technical trends and challenges that are driving enterprise investments and vendor innovation
  • Discussion of WFO functionality that has recently been introduced, and what is planned to be delivered in the next 12 - 18 months
  • Examination of omni-channel capabilities, including social media, and insights into how WFO suites can help organizations create and deliver successful omni-channel customer engagement strategies
  • A look at how the current generation of EFM solutions is re-defining the concept of customer feedback and playing an important role in helping companies understand various aspects of the customer journey
  • Insightful analysis of how analytics and “big data” applications - specifically, speech, text, desktop, predictive and customer journey analytics - can be leveraged to transform the customer experience
  • A guide to contact center compliance with the requirements of the Payment Card Industry Data Security Standard (PCI DSS)
  • An analysis of back-office service and employee challenges and opportunities, and a look at the emerging back-office WFO suites
  • Detailed revenue and market share analyses featuring first-half 2015 vs. first-half 2014 revenue comparisons, by vendor, based on GAAP revenue for total company, the contact center WFO segment, quality management/ recording (WFO) sector, voice recording, contact center and non-contact-center voice recording, and QA/QM
  • 5-year WFO projections for 2015 - 2019
  • Review and assessment of the dynamic WFO competitive landscape, including market consolidation and acquisition activity over the past 12 months, and competitive positioning based on execution and innovation
  • Overview of the 13 leading and contending WFO vendors, including company snapshots, WFO suite overviews and packaged solutions

Report Highlights

  • WFO suite solutions can solve the back-office problem: Back-office WFO solutions provide a unified platform and fully integrated framework that assists back-office managers in optimizing and engaging their staff while improving quality and reducing costs. The market is seeing a new generation of back-office WFO solutions designed for back-office and branch operating areas. With 2.5 times more employees than the front-office, back-office departments represent a huge opportunity for sales of these new targeted solutions.
  • Times have changed and so have WFO solutions: Enterprises and institutions have figured out that their customers or constituents want them to make it easy to conduct business. Companies need solutions that help them meet the changing expectations of their customers/constituents, and WFO vendors are responding with real-time capabilities, mobility, and even solutions with a new look and feel. Market innovation is changing the face of WFO and dramatically increasing the benefits of these solutions for enterprises, their employees and their customers.
  • The cloud will make a major contribution to the WFO market: While there are a few exceptions, WFO vendors lag behind the IT market in their adoption of the cloud, and it is having a negative impact on the WFO market. Enterprises of all sizes want to use cloud-based WFO solutions, and it is past time for the vendors to give customers what they want. The WFO market needs a new generation of multi-tenant and cloud-enabled WFO solutions.
  • It's time for WFO vendors to transform: The WFO competitors have succeeded for over 30 years due to their responsiveness to the market. Customer expectations and market dynamics are changing, and this presents great opportunities for the vendors to evolve to meet those evolving needs. The result should be great innovation during the next five years.

SAMPLE FIGURE

WFO Functional and Technical Framework

Table of Contents

1. Executive Summary

2. Introduction

3. DMG Consulting Research Methodology

  • 3.1. Report Participation Criteria

    4. WFO Market Segments

5. Workforce Optimization Defined

  • 5.1. WFO Functional and Technical Framework
  • 5.2. Characteristics and Benefits of a Workforce Optimization Suite
  • 5.3. Vendor Workforce Optimization Suite Benefits
  • 5.4. Workforce Optimization Suite Integration
  • 5.5. Workforce Optimization High-Level Vendor Suite Capabilities
  • 5.6. Implementation Time Frames and Return on Investment Analysis

6. Service Delivery Models for Workforce Optimization Solutions

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

7. Workforce Optimization Trends and Challenges

  • 7.1. Workforce Optimization Trends
  • 7.2. Workforce Optimization Challenges

8. Workforce Optimization Market Innovation

  • 8.1. Workforce Optimization Product Innovation
  • 8.2. Workforce Optimization Emerging Capabilities

9. Top Contact Center Servicing Trends and Initiatives for 2015

  • 9.1. Using WFO to Support the Top Contact Center Servicing Trends and Initiatives for 2015
    • 9.1.1. Delivering an Outstanding Customer Experience
    • 9.1.2. Improving Productivity
    • 9.1.3. Reducing the Cost of Service
    • 9.1.4. Increasing the Use of Self-Service Applications
    • 9.1.5. Reducing Customer Effort
    • 9.1.6. Enhancing Reporting and Analytics
    • 9.1.7. Improving Customer Retention
    • 9.1.8. Increasing Sales
    • 9.1.9. Addressing the “Big Data” Challenge
    • 9.1.10. Reducing Agent Attrition
    • 9.1.11. Improving Compliance

10. Any Way They Want It: Omni-Channel Customer Experience and Engagement

  • 10.1. The Omni-Channel Contact Center
  • 10.2. Vendor Omni-Channel Capabilities
  • 10.3. Vendor Social Media Capabilities
  • 10.4. Vendor Support for Omni-Channel Customer Engagement Strategies

11. Enterprise Feedback Management/Voice of the Customer

  • 11.1. Vendor Enterprise Feedback Management/Voice of the Customer Capabilities

12. Employee Engagement: A “Suite” Proposal

  • 12.1. Using WFO to Support Agent Engagement
    • 12.1.1. Workforce Management
    • 12.1.2. Analytics-Enabled QA
    • 12.1.3. Gamification
    • 12.1.4. Employee Feedback Management

13. Using Analytics to Capture, Analyze and Transform the Customer Experience

  • 13.1. Speech Analytics
  • 13.2. Text Analytics
  • 13.3. Desktop Analytics
  • 13.4. Predictive Analytics
  • 13.5. Customer Journey Analytics

14. Payment Card Industry Data Security Standard Requirements for Contact Centers

  • 14.1. Evolution of PCI DSS
  • 14.2. What is the Payment Card Industry Data Security Standard?
  • 14.3. Are Contact Centers “Merchants”?
  • 14.4. Implications of PCI DSS for Contact Centers
  • 14.5. Contact Center Best Practices for PCI DSS
    • 14.5.1. Remote Access Best Practices
    • 14.5.2. Call Recordings and Vendor Solutions
    • 14.5.3. Workforce Optimization Vendor Security and PCI Compliance Features

15. Back-Office Workforce Optimization Suites

  • 15.1. Back-Office Workforce Optimization Suite Building Blocks
  • 15.2. Vendor Back-Office Workforce Optimization Capabilities

16. Workforce Optimization Market Activity Analysis

  • 16.1. Financial Information Sources
  • 16.2. Debates about Methodology
  • 16.3. Methodology
  • 16.4. Total GAAP Revenue and Market Share, First- Half 2015 vs. First-Half 2014(all QM/recording- related vendors)
  • 16.5. Total Contact Center WFO Revenue and Market Share, First-Half 2015 vs. First-Half 2014
  • 16.6. Total Voice Recording Revenue and Market Share, First-Half 2015 vs. First-Half 2014 Comparison
  • 16.7. QM/QA Application Revenue and Market Share, First-Half 2014 vs. First-Half 2013 Comparison

17. Workforce Optimization Market Projections for 2015 through 2019

18. Contact Center WFO Competitive Landscape

  • 18.1. Contact Center WFO Vendor Summaries

19. Workforce Optimization Vendors and Solutions

  • 19.1. Company Snapshot
  • 19.2. Workforce Optimization Suite Overview
  • 19.3. Packaged Offerings

20. Detailed Functional Analysis

  • 20.1. Recording
  • 20.2. QA/QM
  • 20.3. Coaching
  • 20.4. eLearning
  • 20.5. Workforce Management
  • 20.6. Performance Management
  • 20.7. Dashboards and Reporting

21. Workforce Optimization Customer Satisfaction Survey

  • 21.1. Summary of Survey Findings and Analysis
  • 21.2. Detailed Survey Findings and Analysis
    • 21.2.1. Product Satisfaction by Sub-Category
    • 21.2.2. Vendor Satisfaction by Sub-Category and Customer
  • 21.3. Customer Background and Insight
    • 21.3.1. Customer Background

22. Pricing

  • 22.1. Premise-Based Price Range, by Solution
  • 22.2. Premise-Based Pricing for QA, Recording and Coaching
  • 22.3. Premise-Based Pricing for Incremental Workforce Optimization Modules
  • 22.4. Cloud-Based Pricing for QA, Recording and Coaching
  • 22.5. Cloud-Based Pricing for Incremental Workforce Optimization Modules

23. Company Reports

  • 23.1. 8x8
  • 23.2. Aspect Software Inc.
  • 23.3. Avaya Inc.
  • 23.4. Calabrio
  • 23.5. dvsAnalytics
  • 23.6. HP WFO Software
  • 23.7. inContact, Inc.
  • 23.8. Interactive Intelligence, Inc.
  • 23.9. NICE Systems
  • 23.10. OnviSource
  • 23.11. TelStrat International, LTD
  • 23.12. Verint Systems
  • 23.13. VPI
  • 23.14. ZOOM International

Appendix: Workforce Optimization Vendor Directory

TABLE OF FIGURES

  • Figure 1: WFO Market Segments
  • Figure 2: WFO Market Segment Overview
  • Figure 3: Contact Center Workforce Optimization Suite
  • Figure 4: WFO Functional and Technical Framework
  • Figure 5: Technical and Functional Characteristics and Benefits of a WFO Suite
  • Figure 6.1: WFO Suite Benefits
  • Figure 6.2: WFO Suite Benefits
  • Figure 7.1: WFO Suite Integration
  • Figure 7.2: WFO Suite Integration
  • Figure 8.1: High-Level WFO Suite Capabilities
  • Figure 8.2: High-Level WFO Suite Capabilities
  • Figure 9: Implementation and ROI Time Frames
  • Figure 10: Service Delivery Models, Advantages and Disadvantages
  • Figure 11: DMG's Service Delivery Model Definitions
  • Figure 12: Vendor Service Delivery Options
  • Figure 13: WFO Trends
  • Figure 14: WFO Challenges
  • Figure 15: New Product Features, by Vendor
  • Figure 16: New Product Features, by Category
  • Figure 17: Emerging Features, by Category
  • Figure 18: Top Enterprise Servicing Goals for 2015
  • Figure 19: 2015 Enterprise Servicing Initiatives, by Category
  • Figure 20: Using WFO to Deliver an Outstanding Customer Experience
  • Figure 21: Using WFO to Improve Productivity
  • Figure 22: Using WFO to Reduce the Cost of Service
  • Figure 23: Using WFO to Increase the Use of Self-Service Applications
  • Figure 24: Using WFO to Reduce Customer Effort
  • Figure 25: Using WFO to Enhance Reporting and Analytics
  • Figure 26: Using WFO to Improve Customer Retention
  • Figure 27: Using WFO to Increase Sales
  • Figure 28: Using WFO to Solve the Big-Data Challenge
  • Figure 29: Using WFO to Reduce Agent Attrition
  • Figure 30: Using WFO to Improve Compliance
  • Figure 31: Omni-Channel Contact Center
  • Figure 32.1: Omni-Channel Capabilities
  • Figure 32.2: Omni-Channel Capabilities
  • Figure 33.1: Social Media
  • Figure 33.2: Social Media
  • Figure 34.1: Omni Channel Customer Engagement Strategies
  • Figure 34.2: Omni Channel Customer Engagement Strategies
  • Figure 35.1: Enterprise Feedback Management (EFM)/Voice of the Customer (VoC)
  • Figure 35.2: Enterprise Feedback Management (EFM)/Voice of the Customer (VoC)
  • Figure 36: Benefits of Engaged Agents
  • Figure 37: Using WFO to Support Agent Engagement
  • Figure 38: Flexible Scheduling Practices
  • Figure 39: Agent Engagement and Empowerment Features in WFMolutions
  • Figure 40.1: Analytics-Enabled QA
  • Figure 40.2: Analytics-Enabled QA
  • Figure 41.1: Gamification
  • Figure 41.2: Gamification
  • Figure 42: Analytics Applications
  • Figure 43.1: Speech Analytics
  • Figure 43.2: Speech Analytics
  • Figure 44.1: Text Analytics
  • Figure 44.2: Text Analytics
  • Figure 45.1: Desktop Analytics
  • Figure 45.2: Desktop Analytics
  • Figure 46.1: Predictive Analytics
  • Figure 46.2: Predictive Analytics
  • Figure 47: Application that Contribute to Customer Journey Analytics Process
  • Figure 48.1: Customer Journey Analytics (CJA)
  • Figure 48.2: Customer Journey Analytics (CJA)
  • Figure 49: Payment Card Brand Annual Transaction Levels
  • Figure 50: PCI DSS Merchant Validation Requirements
  • Figure 51.1 Security and PCI DSS Features
  • Figure 51.2 Security and PCI DSS Features
  • Figure 52: Back-Office Share of US Gross Domestic Product
  • Figure 53: Back-Office WFO Suite Workflow
  • Figure 54: Back-Office Workforce Optimization Suite Building Blocks
  • Figure 55.1: Back-Office WFO Capabilities
  • Figure 55.2: Back-Office WFO Capabilities
  • Figure 56: Total Company GAAP Revenue and Market Share, First-Half 2015 vs. First-Half 2014 Comparison
  • Figure 57: Contact Center WFO Revenue and Market Share, First-Half 2015 vs. First-Half 2014 Comparison
  • Figure 58: Total Voice Recording, First-Half 2015 vs. First-Half 2014 Comparison
  • Figure 59: QM/QA Applications Revenue and Market Share, First-Half 2015 vs. First-Half 2014 Comparison
  • Figure 60: WFO Application Projections, 2015 - 2019
  • Figure 61: 2016 Contact Center WFO Suite Execution/Innovation Competitive Positioning
  • Figure 62.1: Company Information
  • Figure 62.2: Company Information
  • Figure 63: Contact Center WFO Suite Modules
  • Figure 64: Packaged WFO Offerings
  • Figure 65.1: Recording
  • Figure 65.2: Recording
  • Figure 66.1: QA/QM
  • Figure 66.2: QA/QM
  • Figure 67.1: Coaching
  • Figure 67.2: Coaching
  • Figure 68.1: eLearning
  • Figure 68.2: eLearning
  • Figure 69: Contact Center WFM Building Blocks
  • Figure 70.1: Workforce Management (WFM)
  • Figure 70.2: Workforce Management (WFM)
  • Figure 71.1: Performance Management
  • Figure 71.2: Performance Management
  • Figure 72.1: Dashboards and Reporting and Analytical Capabilities
  • Figure 72.2: Dashboards and Reporting and Analytical Capabilities
  • Figure 73: Customer Survey Satisfaction Rating Categories and Point Scale
  • Figure 74: Average Satisfaction Ratings, by Category
  • Figure 75: Product Satisfaction, by Sub Category
  • Figure 76: Supervisor Interface
  • Figure 77: Agent Interface 504
  • Figure 78: Recording Feature Set
  • Figure 79: Quality Management Feature Set
  • Figure 80: Analytics-Enabled QA Capabilities
  • Figure 81: Omni-Channel Capabilities
  • Figure 82: Coaching Capabilities
  • Figure 83: Historical Reporting
  • Figure 84: Real-Time Reporting
  • Figure 85: Ad Hoc Reporting
  • Figure 86: Dashboards 508
  • Figure 87: Overall Breadth of Suite Functionality
  • Figure 88: Security Features
  • Figure 89: Ease of Administration/Configuration/Use
  • Figure 90: Ease of Integration with Third-Party Applications
  • Figure 91: Ability to Share Data Between Suite Modules
  • Figure 92: Ability to Make Results Actionable
  • Figure 93: Product Effectiveness Ratings, by Category
  • Figure 94: Ability to Enhance the Customer Experience
  • Figure 95: Ability to Reduce Customer Effort
  • Figure 96: Ability to Improve Productivity
  • Figure 97: Ability to Reduce Operating Costs
  • Figure 98: Ability to Identify Issues, Trends and Root Causes
  • Figure 99: Ability to Improve Compliance
  • Figure 100: Ability to Address the “Big Data” Challenge
  • Figure 101: Ability to Improve Agent Engagement and Performance
  • Figure 102: Ability to Capture the Voice of the Customer
  • Figure 103: Ability to Identify Opportunities for Process Improvement
  • Figure 104: Ability to Identify Agent Performance Opportunities
  • Figure 105: Current Product Satisfaction Ratings, by Customer
  • Figure 106: Implementation Satisfaction Ratings, by Customer
  • Figure 107: Training Satisfaction Ratings, by Customer
  • Figure 108: Professional Services Satisfaction Ratings, by Customer
  • Figure 109: Ongoing Service and Support Satisfaction Ratings, by Customer
  • Figure 110: Planned Product Innovation Satisfaction Ratings, by Customer
  • Figure 111: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
  • Figure 112: Vendor Communication Satisfaction Ratings, by Customer
  • Figure 113: Cloud Capabilities Satisfaction Ratings, by Customer
  • Figure 114: Pricing Satisfaction Ratings, by Customer
  • Figure 115: Overall Vendor Satisfaction Ratings, by Customer
  • Figure 116: Which of your vendor's WFO modules are you using?
  • Figure 117: What channels do you use your WFO vendor to support?
  • Figure 118: What were the top 3 - 5 contact center challenges that you were hoping to overcome with the WFO solution?
  • Figure 119: What are the top 3 - 5 benefits you have gained from using your WFO solution?
  • Figure 120: Please tell us the top 3 - 5 strengths of your WFO solution.
  • Figure 121: Please tell us the top 3 - 5 challenges of your WFO solution.
  • Figure 122: What type of product enhancements would you like to see?
  • Figure 123: Please feel free to provide any additional comments about your experience with the vendor and/or product.
  • Figure 124: 2015 Premise-Based Price Ranges By Solution
  • Figure 125.1: Pricing for QA/Recording/Coaching, Single-Site, 250-Seat Contact Center; Premise-Based
  • Figure 125.2: Pricing: Pricing for QA/Recording/Coaching, Single-Site, 250-Seat Contact Center; Premise-Based
  • Figure 126.1: Pricing: Enterprise Pricing for Incremental Modules, Single-Site, 250-Seat Contact Center; Premise-Based
  • Figure 126.2: Pricing: Enterprise Pricing for Incremental Modules, Single-Site, 250-Seat Contact Center; Premise-Based
  • Figure 127.1: Pricing: Pricing for QA/Recording/Coaching, Single-Site, 250-Seat Contact Center; Cloud-Based
  • Figure 127.2: Pricing: Pricing for QA/Recording/Coaching, Single-Site, 250-Seat Contact Center; Cloud-Based
  • Figure 128.1: Pricing: Pricing for Incremental Modules, Single-Site, 250-Seat Contact Center; Cloud-Based
  • Figure 128.2: Pricing: Enterprise Pricing for Incremental Modules, Single-Site, 250-Seat Contact Center; Cloud-Based
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