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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 2016-2017年

2016-2017 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 472 Pages
納期: 即日から翌営業日
価格
本日の銀行送金レート: 1USD=115.16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 2016-2017年 2016-2017 Workforce Optimization Product and Market Report
出版日: 2017年01月11日 ページ情報: 英文 472 Pages
概要

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 品質管理/ライアビリティレコーディング市場区分

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
  • WFOスイートの特徴
  • ハイレベルベンダースイートの能力
  • スイートのメリット
  • WFOスイートの統合
  • 実行およびROI (投資利益率) 分析

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市場の動向・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

  • 新製品の特長
  • 将来の強化

第9章 分析はWFOの将来

  • WFOベンダー分析サービス
  • 音声分析
  • テキスト分析
  • デスクトップ分析
  • カスタマージャーニー分析
  • 予測分析

第10章 分析に対応した品質保証を採用する時

第11章 ミレニアム世代を管理・関与するためのベストプラクティス

  • エージェントにとっての成功サイクルの創出
  • エージェントエンゲージメントアプリケーション
  • エージェントに関与するための主要戦略

第12章 オムニチャネルのカスタマーエンゲージメント

  • 音声は不可欠のチャネルとして残る
  • ビデオの登場
  • ベンダーのオムニチャネル能力

第13章 主要サービスのサポートにWFOを用いる動向

第14章 WFO市場活動の分析

  • 財務情報ソース
  • WFO市場の統合
  • 調査手法についての議論
  • 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15章 WFO市場予測

第16章 WFOの競合情勢

  • コンタクトセンターのWFOベンダーのサマリー

第17章 WFOベンダー・ソリューション

  • 企業概要
  • ベンダー戦略
  • ベンダーのWFOスイート概要
  • パッケージドサービス

第18章 中核機能分析

  • レコーディング
  • QA/QM (品質保証/品質管理)
  • コーチング・eラーニング
  • ダッシュボード・レポーティング
  • セキュリティ
  • コンプライアンス

第19章 その他のWFOコンポーネント

  • WFM
  • パフォーマンス管理
  • ゲーミフィケーション
  • 企業フィードバック管理/顧客の声/調査

第20章 WFOベンダー満足度分析

  • 調査結果・分析のサマリー
  • 詳細な調査結果・分析
  • ベンダー満足度:分類別
  • 顧客背景・考察

第21章 料金

  • プレミス型の料金帯: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
  • マネージドサービス料金:QA、記録およびコーチング
  • マネージドサービス料金:ワークフォース最適化モジュールの増分

第22章 企業レポート

  • Aspect Software, Inc.
  • Calabrio
  • dvsAnalytics
  • inContact, Inc.
  • NICE
  • OnviSource
  • TelStrat International, LTD
  • Verint Systems
  • ZOOM International

付録:WFOベンダーのディレクトリー

図表

このページに掲載されている内容は最新版と異なる場合があります。詳細はお問い合わせください。

目次

DMG Consulting's 13th annual Workforce Optimization Product and Market Report provides the most accurate, detailed and comprehensive coverage of this transforming technology sector. The 472-page Report presents all of the vendor, product, functional, technical, pricing and operational data that contact center, IT and enterprise leaders need to find the right solution and vendor to meet their organization's current and future WFO requirements for both the front and back office. The core modules of workforce optimization (WFO) solutions are recording and quality assurance (QA)/quality management (QM). To be considered a true WFO suite, a solution should also include at least 3 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 and customer journey analytics (CJA).

The WFO market is at an inflection point. Instead of focusing on agent optimization, there is a growing emphasis on employee empowerment and engagement. Analytics is identifying customer insights and companies are starting to use this information to match customers with the right agents to address their needs. Companies are looking to WFO vendors to provide the technology and best practices they need to build effective operating departments where agents have the data they need to deliver a personalized and outstanding customer experience.

2016 was a highly disruptive year for the WFO market, due to the busiest round of merger and acquisition (M&A) activity in its history. But that is just the beginning of what promises to be a major overhaul of the WFO market. WFO functionality is a necessity for companies that need to comply with many regulatory requirements, and are vital for enterprises to provide an outstanding customer journey. However, end users are demonstrating a growing preference for purchasing WFO functionality directly from their automatic call distributor (ACD) vendor.

The rapid growth of cloud-based contact center infrastructure solutions is another factor greatly influencing the future of the WFO market. End users expect their contact center infrastructure vendor to provide all of their functionality, including WFO capabilities. The need to be cloud-ready is driving a surge of innovation in the WFO market, including new architectures, enhanced user interfaces, faster processing and new functionality.

Back-office and branch WFO is finally starting to gain traction. WFO vendors are making investments to capture this growing opportunity, as it is expected to be an increasingly important market opportunity for them. There are substantial differences in the vendors' back-office and branch WFO capabilities, as highlighted in this Report.

The 2016 - 2017 edition of the Workforce Optimization Product and Market Report covers 9 leading and contending vendors at a detailed level. These vendors are: Aspect, Calabrio, dvsAnalytics, inContact, NICE, OnviSource, TelStrat, Verint, and ZOOM International. Each year the list of vendors changes based on participation criteria, customer requests and changing market dynamics.

Key Elements of This Report

  • QM/liability recording market segments and vendor-supported activities
  • Functional and technical building blocks and defining characteristics of contact center WFO suites
  • Service deployment options for WFO solutions: on-premise, cloud, managed service and hybrid, including the pros and cons of each model
  • 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
  • Examination of the increasing importance of analytics in WFO suites and WFO vendor analytics offerings
  • Discussion of analytics-enabled quality assurance (AQA) and how it can improve agent performance and customer satisfaction and enhance contact center performance
  • An insightful look at how WFO suites and best practices can be leveraged to engage and empower today's Millennial workforce
  • Discussion of the importance of omni-channel customer engagement and the applications and strategies to support a seamless cross-channel customer experience
  • Explanation of how WFO suites support the top contact center servicing trends and initiatives
  • Detailed revenue and market share analyses featuring first-half 2016 vs. first-half 2015 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 2016 - 2020
  • Review and assessment of the rapidly changing WFO competitive landscape, market consolidation and acquisition activity over the past 12 months, and vendor competitive positioning
  • Overview of the 9 leading and contending WFO vendors, including company snapshots, go-to-market strategy, WFO suite overviews and packaged offerings
  • Comparative analyses of the key functional capabilities of the 9 featured WFO suites
  • Comprehensive customer satisfaction survey results that measure and rank ratings across 15 product components, 16 effectiveness categories and 11 vendor categories
  • Detailed pricing analysis for a 250-seat on-premise, cloud-based and managed service QM/recording/coaching implementation, including incremental costs for WFM, CCPM, EFM, speech, text and desktop analytics, and gamification
  • Detailed company reports for the 9 leading and contending WFO vendors, analyzing their products, functionality and future product development plans
  • Comprehensive WFO Vendor Directory

Report Highlights

  • The contact center WFO market has reached a critical juncture: Vendors are shifting the focus of WFO solutions away from employee productivity and moving toward solutions that promote employee and customer engagement. Analytics - speech, text, desktop and, increasingly, customer journey - represent the future of WFO. Organizations need insights into all of the actions that their employees take when interacting with customers, and analytics solutions provide the data required to take appropriate actions to correct any impediments to service excellence and deliver a consistently outstanding customer experience.
  • WFO functionality is still in great demand: WFO has always been an essential productivity tool for contact centers, and the new generation of solutions is designed to integrate into end users' existing environments, enabling them to improve the customer experience, reduce operating costs and better engage employees and customers. Companies are hungry for the new WFO technology, capabilities, concepts and practices. The next generation of offerings is also being designed to address the needs of the huge, addressable back-office and branch market.
  • Mergers and acquisitions are changing the competitive landscape in the WFO market: 2016 saw a large number of acquisitions, and more WFO companies are on the block. The market is saturated with vendors, and given the maturity of the sector and the availability of so many offerings, end users are unwilling to pay high prices for these somewhat commoditized solutions.
  • The cloud is exerting a profound influence on the future of the WFO market: Cloud-based contact center infrastructure solutions have taken off, and WFO capabilities are in strong demand as part of these platforms. As WFO capabilities become more widely available in the cloud, they are now more affordable for companies of all sizes and in all verticals. The cloud is also driving a long overdue transformation of architecture, product and system usability.

SAMPLE FIGURE

Table of Contents

1. Executive Summary

2. Introduction

3. DMG Consulting Research Methodology

  • 3.1. Report Participation Criteria

4. Quality Management/Liability Recording Market Segments

5. Workforce Optimization Defined

  • 5.1. WFO Functional and Technical Framework
  • 5.2. Characteristics of a WFO Suite
  • 5.3. High-Level Vendor Suite Capabilities
  • 5.4. Suite Benefits
  • 5.5. WFO Suite Integration
  • 5.6. Implementation and ROI Analysis

6. Service Delivery Models for WFO Solutions

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

7. Worforce Optimization Market Trends and Challenges

  • 7.1. Worforce Optimization Trends
  • 7.2. Worforce Optimization Challenges

8. WFO Market Innovation

  • 8.1. New Product Features
  • 8.2. Future Enhancements

9. Analytics is the Future of WFO

  • 9.1. WFO Vendor Analytics Offerings
  • 9.2. Speech Analytics
    • 9.2.1. How Speech Analytics Works
  • 9.3. Text Analytics
  • 9.4. Desktop Analytics
  • 9.5. Customer Journey Analytics
  • 9.6. Predictive Analytics

10. It's Time to Adopt Analytics-Enabled Quality Assurance

11. Best Practices for Managing and Engaging Millennials

  • 11.1. Creating a Cycle of Success for Agents
  • 11.2. Agent Engagement Applications 1
  • 11.3. Top Strategies for Engaging Agents

12. Omni-Channel Customer Engagement

  • 12.1. Voice Remains a Vital Channel
  • 12.2. Emergence of Video
  • 12.3. Vendor Omni-Channel Capabilities

13. Using WFO to Support Top Servicing Trends

14. WFO Market Activity Analysis

  • 14.1. Financial Information Sources
  • 14.2. WFO Market Consolidation
  • 14.3. Debates about Methodology
  • 14.4. Methodology
  • 14.5. Total GAAP Revenue and Market Share, First-Half 2016 vs. First-Half 2015 (all QM/recording-related vendors)
  • 14.6. Total Contact Center WFO Revenue and Market Share, First-Half 2016 vs. First-Half 2015
  • 14.7. Total Voice Recording Revenue and Market Share, First-Half 2016 vs. First-Half 2015 Comparison
  • 14.8. QM/QA Application Revenue and Market Share, First-Half 2016 vs. First-Half 2015 Comparison

15. WFO Market Projections for 2016 through 2020

16. WFO Competitive Landscape

  • 16.1. Contact Center WFO Vendor Summaries

17. WFO Vendors and Solutions

  • 17.1. Company Snapshot
  • 17.2. Vendor Strategy
  • 17.3. Vendor WFO Suite Overview
  • 17.4. Packaged Offerings

18. Core Functional Analysis

  • 18.1. Recording
  • 18.2. Quality Assurance/Quality Management
  • 18.3. Coaching and eLearning
  • 18.4. Dashboards and Reporting
  • 18.5. Security
  • 18.6. Compliance

19. Other WFO Components

  • 19.1. WFM
  • 19.2. Performance Management
  • 19.3. Gamification
  • 19.4. Enterprise Feedback Management/Voice of the Customer/Surveying

20. WFO Vendor Satisfaction Analysis

  • 20.1. Summary of Survey Findings and Analysis
  • 20.2. Detailed Survey Findings and Analysis
  • 20.3. Vendor Satisfaction by Category
  • 20.4. Customer Background and Insights
    • 20.4.1. Customer Background
    • 20.4.2. Benefits from Using a WFO Solution
    • 20.4.3. Strengths of WFO Solutions
    • 20.4.4. Product Enhancements
    • 20.4.5. Additional Comments

21. Pricing

  • 21.1. Premise-Based Price Range, by Solution
  • 21.2. Premise-Based Pricing for QA, Recording and Coaching
  • 21.3. Premise-Based Pricing for Incremental Workforce Optimization Modules
  • 21.4. Cloud-Based Pricing for QA, Recording and Coaching
  • 21.5. Cloud-Based Pricing for Incremental Workforce Optimization Modules
  • 21.6. Managed Service Pricing for QA, Recording and Coaching
  • 21.7. Managed Service Pricing for Incremental Workforce Optimization Modules

22. Company Reports

  • 22.1. Aspect Software, Inc.
  • 22.2. Calabrio
  • 22.3. dvsAnalytics
  • 22.4. inContact, Inc.
  • 22.5. NICE
  • 22.6. OnviSource
  • 22.7. TelStrat International, LTD
  • 22.8. Verint Systems
  • 22.9. ZOOM International

Appendix: WFO Vendor Directory

TABLE OF FIGURES

  • Figure 1: WFO Market Segments
  • Figure 2: Business Activities
  • 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: High-Level WFO Suite Capabilities
  • Figure 6.2: High-Level WFO Suite Capabilities
  • Figure 7. Top 10 Benefits from Buying a Suite Versus Individual Modules, by Vendor
  • Figure 8. WFO Suite Integration
  • 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: Worforce Optimization Trends
  • Figure 14: Worforce Optimization Challenges
  • Figure 15: New Product Features
  • Figure 16: New Product Features, by Category
  • Figure 17: Future Enhancements
  • Figure 18: WFO Vendor Analytics Offerings
  • Figure 19.1: Speech Analytics
  • Figure 19.2: Speech Analytics
  • Figure 20.1: Text Analytics
  • Figure 20.2 Text Analytics
  • Figure 21.1: Desktop Analytics
  • Figure 21.2: Desktop Analytics
  • Figure 22.1: Customer Journey Analytics (CJA)
  • Figure 22.2: Customer Journey Analytics (CJA)
  • Figure 23.1: Predictive Analytics
  • Figure 23.2: Predictive Analytics
  • Figure 24: Analytics-Enabled QA
  • Figure 25.1: Analytics-Enabled Quality Assurance (AQA)
  • Figure 25.2: Analytics-Enabled Quality Assurance (AQA)
  • Figure 26: Agent Cycle for Success
  • Figure 27: Top Strategies for Engaging Agents
  • Figure 28: Omni-Channel Contact Center
  • Figure 29: Video Uses and Benefits
  • Figure 30: Multi/Omni-Channel Capabilities
  • Figure 31.1: Using WFO Solution to Support Top Servicing Trends
  • Figure 31.2: Using WFO Solution to Support Top Servicing Trends
  • Figure 32: Total Company GAAP Revenue and Market Share, First-Half 2016 vs. First-Half 2015 Comparison
  • Figure 33: Contact Center WFO Revenue and Market Share, First-Half 2016 vs. First-Half 2015 Comparison
  • Figure 34: Total Voice Recording, First-Half 2016 vs. First-Half 2015 Comparison
  • Figure 35: QM/QA Applications Revenue and Market Share, First-Half 2016 vs. First-Half 2015 Comparison
  • Figure 36: WFO Application Projections, 2016 - 2020
  • Figure 37: 2017 Contact Center WFO Suite Execution/Innovation Competitive Positioning
  • Figure 38.1: Company Information
  • Figure 38.2: Company Information
  • Figure 39: Vendor Strategy
  • Figure 40: High-Level Vendor WFO Suite Components
  • Figure 41: Packaged Offerings
  • Figure 42.1: Recording
  • Figure 42.2: Recording
  • Figure 43.1: QA/QM
  • Figure 43.2: QA/QM
  • Figure 44.1: Coaching and eLearning
  • Figure 44.2: Coaching, eLearning and Gamification
  • Figure 45.1: Dashboards, Reporting and Analytics
  • Figure 45.2: Dashboards, Reporting and Analytics
  • Figure 46.1: Security
  • Figure 46.2: Security
  • Figure 47.1: Compliance Features
  • Figure 47.2: Compliance Features
  • Figure 48: Contact Center WFM Building Blocks
  • Figure 49.1: Workforce Management (WFM)
  • Figure 49.2: Workforce Management (WFM)
  • Figure 50: Historical vs. Real-Time Performance Management
  • Figure 51.1: Performance Management
  • Figure 51.2: Performance Management
  • Figure 52.1: Gamification
  • Figure 52.2: Gamification
  • Figure 53.1: Enterprise Feedback Management (EFM)/Voice of the Customer (VoC)/Surveying
  • Figure 53.2: Enterprise Feedback Management (EFM)/Voice of the Customer (VoC)/Surveying
  • Figure 54: Customer Survey Rating Categories
  • Figure 55: Average Satisfaction Ratings, by Category
  • Figure 56: Product Satisfaction Ratings by Category
  • Figure 57: Supervisor Interface Satisfaction Ratings, by Customer
  • Figure 58: Agent Interface Satisfaction Ratings, by Customer
  • Figure 59: Recording Feature Set Satisfaction Ratings, by Customer
  • Figure 60: Quality Assurance/Management Satisfaction Ratings, by Customer
  • Figure 61: Analytics-Enabled QA Satisfaction Ratings, by Customer
  • Figure 62: Omni-channel Capabilities Satisfaction Ratings, by Customer
  • Figure 63: Coaching Capabilities Satisfaction Ratings, by Customer
  • Figure 64: Historical Reporting Satisfaction Ratings, by Customer
  • Figure 65: Real-Time Reporting Satisfaction Ratings, by Customer
  • Figure 66: Ad Hoc Reporting Satisfaction Ratings, by Customer
  • Figure 67: Dashboards Satisfaction Ratings, by Customer
  • Figure 68: Overall Breadth of Suite Functionality Satisfaction Ratings, by Customer
  • Figure 69: Security Features Satisfaction Ratings, by Customer
  • Figure 70: Ease of Administration/Configuration/Use Satisfaction Ratings, by Customer
  • Figure 71: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
  • Figure 72: Product Effectiveness Ratings by Category
  • Figure 73: Ability to Reduce the Cost of Service Satisfaction Ratings, by Customer
  • Figure 74: Ability to Improve Productivity Satisfaction Ratings, by Customer
  • Figure 75: Ability to Reduce Operating Costs Satisfaction Ratings, by Customer
  • Figure 76: Enhance Omni-Channel Service Quality Satisfaction Ratings, by Customer
  • Figure 77: Address Regulatory and Compliance Requirements Satisfaction Ratings, by Customer
  • Figure 78: Deliver an Outstanding Customer Experience Satisfaction Ratings, by Customer
  • Figure 79: Reduce Customer Effort Satisfaction Ratings, by Customer
  • Figure 80: Improve Cross-Departmental Coordination Satisfaction Ratings, by Customer
  • Figure 81: Ability to Bring Together Front and Back-Office Departments Satisfaction Ratings, by Customer
  • Figure 82: Ability to Track and Improve the Cross-Channel Customer Journey Satisfaction Ratings, by Customer
  • Figure 83: Ability to Increase Sales Satisfaction Ratings, by Customer
  • Figure 84: Ability to Enhance Customer Engagement Satisfaction Ratings, by Customer
  • Figure 85: Ability to Enhance Staff Engagement Satisfaction Ratings, by Customer
  • Figure 86: Ability to Reduce Agent Attrition Satisfaction Ratings, by Customer
  • Figure 87: Ability to Address the Big Data Challenge Satisfaction Ratings, by Customer
  • Figure 88: Ability to Enhance Reporting and Analytics Satisfaction Ratings, by Customer
  • Figure 89: Current Product Satisfaction Ratings, by Customer
  • Figure 90: Implementation Satisfaction Ratings, by Customer
  • Figure 91: Training Satisfaction Ratings, by Customer
  • Figure 92: Professional Services Satisfaction Ratings, by Customer
  • Figure 93: Ongoing Service and Support Satisfaction Ratings, by Customer
  • Figure 94 Planned Product Innovation Satisfaction Ratings, by Customer
  • Figure 95: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
  • Figure 96: Vendor Communication Satisfaction Ratings, by Customer
  • Figure 97: Cloud Capabilities Satisfaction Ratings, by Customer
  • Figure 98: Pricing Satisfaction Ratings, by Customer
  • Figure 99: Overall Vendor Satisfaction Ratings, by Customer
  • Figure 100: Which of your vendors WFO modules are you using?
  • Figure 101: What channels do you use your WFO solution to support?
  • Figure 102: What were the top 3 - 5 benefits you have gained from using the WFO system?
  • Figure 103: Please tell us the top 3 - 5 strengths of your WFO solution.
  • Figure 104: Please list the product enhancements you would like to see.
  • Figure 105: Additional comments about your experience with the vendor and/or product
  • Figure 106: 2016 Premise-Based Price Ranges By Solution
  • Figure 107.1: Pricing for QA/Recording/Coaching, Single-Site, 250-Seat Contact Center; Premise-Based
  • Figure 107.2: Pricing: Pricing for QA/Recording/Coaching, Single-Site 250-Seat Contact Center; Premise-Based
  • Figure 108.1: Pricing: Enterprise Pricing for Incremental Modules, Single-Site, 250-Seat Contact Center; Premise-Based
  • Figure 108.2: Pricing: Enterprise Pricing for Incremental Modules, Single-Site, 250-Seat Contact Center; Premise-Based
  • Figure 109.1: Pricing: Pricing for QA/Recording/Coaching, Single-Site, 250-Seat Contact Center; Cloud-Based
  • Figure 109.2: Pricing: Pricing for QA/Recording/Coaching, Single-Site,250-Seat Contact Center; Cloud-Based,
  • Figure 110.1: Pricing: Pricing for Incremental Modules, Single-Site, 250-Seat Contact Center; Cloud-Based
  • Figure 110.2: Pricing: Enterprise Pricing for Incremental Modules, Single-Site, 250-Seat Contact Center; Cloud-Based
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