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ワークフォース最適化 (WFO) 製品と市場分析

2017-2018 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 400 Pages
納期: 即日から翌営業日
価格
本日の銀行送金レート: 1USD=114.94円で換算しております。
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ワークフォース最適化 (WFO) 製品と市場分析 2017-2018 Workforce Optimization Product and Market Report
出版日: 2018年01月03日 ページ情報: 英文 400 Pages
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、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 WFO市場セグメント

第5章 WFOの定義

  • WFOベンダースイートの概要
  • WFOの機能/技術的フレームワーク
  • 技術/機能特性とWFOスイートのメリット
  • 高水準ベンダーの機能概要
  • WFOスイートのメリット

第6章 サービス提供モデル

第7章 実装とROI分析

第8章 WFOの市場動向と課題

  • WFOの動向
  • 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 オムニチャネルはコンタクトセンターの将来

  • オムニチャネルコンタクトセンター
  • 消費者のチャネル選好ベンチマーク分析
  • チャットの可否
  • オムニチャネルコンタクトセンター環境の構築と移行
  • ベンダーのオムニチャネル機能

第11章 デジタル変換の時代における重要性

  • コンタクトセンターKPI要件
  • 主要コンタクトセンターKPI
  • コンタクトセンター業績管理

第12章 オムニチャネルエージェントの発展

第13章 新時代のWFM

第14章 アナリティクスによるカスタマージャーニーの向上

第15章 市場活動分析

第16章 WFO市場の予測

第17章 WFOの競合情勢

  • 現在のWFO情勢
  • コンタクトセンターWFOベンダーサマリー

第18章 WFOベンダーとソリューション

  • 企業概要
  • ベンダー戦略
  • 提供パッケージ
  • 中小企業向け

第19章 WFOベンダーの満足度分析

  • 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帯:ソリューション別
  • 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
  • NICE
  • OnviSource
  • OpenText Corporation
  • Verint Systems
  • ZOOM International

付録

目次

DMG Consulting's 14th annual Workforce Optimization Product and Market Report presents the most thorough, accurate and comprehensive analysis of this transforming technology sector. The 400-page Report provides all of the vendor, product, functional, technical, pricing and operational information that leaders in the contact center, IT and enterprise need to identify the right solution and vendor to meet their current and future workforce optimization (WFO) requirements. The core modules of WFO solutions are recording and quality assurance (QA)/quality management (QM), and true WFO suites also include at least 3 of the following 10 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).

WFO suites are evolving, and leading vendors are innovating to keep pace with the digital transformation taking place in companies of all sizes. Enterprise WFO needs are changing; they are looking for WFO platforms that can help to engage their customers and employees in an omni-channel world. Companies are investing in a new generation of automation tools, including robotic process automation (bots), to optimize many types of business activities. They are implementing new WFM adaptive scheduling solutions to enable them to provide a more personalized service experience while keeping their costs down.

Most WFO solutions are now available in the cloud. Companies may elect to avail themselves of the benefits of the public cloud, or choose to deploy in a private cloud with just their own solutions. The cloud represents the future of the WFO market, but organizations can make the transition gradually. A hybrid environment allows enterprises to maintain some of their on-premise solutions while moving others to the cloud. The vendors are incorporating this flexibility into their solutions in order to accommodate companies evolving requirements.

Moving beyond their original objective of employee optimization, the current generation of WFO suites is designed to help companies optimize, analyze and engage employees and customers. Vendors are pushing further with innovations that include the addition of RPA to automate tasks and improve productivity and quality. Companies need WFO functionality now more than ever, and the solutions must be reinvented and re-architected from the ground up to address today's business needs.

Companies show a strong preference for buying their software from vendors who have broad offerings. They also expect to have the flexibility to deploy each application in the manner they prefer (on-premise or cloud-based) and easily integrate third-party applications to enable data-sharing between solutions. They also want to be able to switch from one implementation model to another without having to replace their current applications.

The 2017- 2018 edition of the Workforce Optimization Product and Market Report covers 8 leading and contending vendors: Aspect, Calabrio, dvsAnalytics, NICE, OnviSource and Verint are featured at an in-depth level throughout the Report. OpenText and ZOOM International are covered at a higher level.


Key Reasons to Buy this Report:

  • Overview of the WFO market segments and vendor-supported business activities
  • Definition of WFO; a review of the functional building blocks and defining characteristics of a WFO suite
  • WFO service deployment options, including the pros and cons of each model
  • Business, service and management trends and challenges that are driving enterprise investments and influencing vendor innovation
  • WFO market innovation, including a review of recently introduced functionality and developments planned for the next 12 - 18 months
  • Examination of the omni-channel capabilities, supporting systems and applications, and best practices required for digital transformation, including an insightful analysis of consumer channel preferences
  • Evolving contact center key performance indicator (KPI) requirements, with practical recommendations for measuring performance and customer experience (CX) in an omni-channel world
  • WFO applications and best practices for developing, motivating and retaining great agents in the Millennial workforce
  • Insightful look at how next-gen WFM with real-time adaptive scheduling can be leveraged to re-engineer intraday management and support new staffing paradigms that prioritize employee needs and preferences while improving the customer experience
  • Explanation of the increasing importance of leveraging insights from speech, text, desktop and customer journey analytics to understand and improve the omni-channel customer experience and support analytics-enabled processes and automation
  • Detailed revenue and market share analyses featuring first-half 2017 vs. first-half 2016 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 2017 - 2021
  • Review and assessment of the dynamic WFO competitive landscape and vendor competitive positioning
  • Overview of the 8 WFO vendors covered in the Report, including company snapshots, vendor go-to-market strategies and product overviews, packaged solutions and offerings targeted at small and mid-size businesses (SMBs)
  • Comparative analyses of the key functional capabilities of the 6 featured WFO suites
  • Comprehensive customer satisfaction survey results that measure and rank ratings across 15 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, and incremental costs for WFM, CCPM, surveying, speech, text and desktop analytics, and gamification
  • 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:

  • WFO suites are changing to keep up with the digital transformation: Today's WFO suites are transitioning from suites to new-gen platforms. Vendors are supporting additional channels and functionality, with an emphasis on intelligent automation and the introduction of robotics, to better support the front and back office and many business needs; they are also enhancing their solutions with artificial intelligence (AI) capabilities, including machine learning and natural language processing and understanding (NLP/NLU).
  • Vendors are reinventing their solutions to deliver true multi-tenant architecture: A complete re-architecture from the ground up is a necessity in today's era of cloud computing. Vendors must deliver solutions that can support public, private and hybrid cloud deployments. Users are also looking for solutions that allow them to deploy their applications in a variety of delivery models, which may change as they transition their operations and systems infrastructure to the cloud. They also want to be able to integrate with third-party applications, regardless of who they were purchased from and where they run, in the cloud or on-premise.
  • Today's WFO suites go far beyond their original mission of optimizing contact center staff: The current generation of WFO solutions addresses the diverse needs of the broader enterprise, including contact centers, the back office and, increasingly, other business functions. Beyond optimization, WFO suites are designed to engage employees and customers, and to automate tasks to improve productivity and quality.
  • The next 5 years are likely to bring major developments to the WFO market: The WFO market has seen great success over the past 20 years, and market transformation is underway to ensure this sector's continued viability. Enterprises need WFO functionality more than ever, and the vendors who are responding with innovations, including new architectures, will be best positioned to adapt to changing market needs.

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 Vendor Suite Overview
    • 5.1.1 Recording
    • 5.1.2 Compliance
  • 5.2 WFO Functional and Technical Framework
    • 5.2.1 Security
    • 5.2.2 Dashboards, Reporting and Analytics
  • 5.3 Technical and Functional Characteristics and Benefits of a WFO Suite
  • 5.4 High-Level Vendor Functional Overview
  • 5.5 WFO Suite Benefits

6. Service Delivery Models

7. Implementation and ROI Analysis

8. WFO Market Trends and Challenges

  • 8.1 WFO Trends
  • 8.2 WFO Challenges

9. WFO Market Innovation

  • 9.1 New Product Features
  • 9.2 Emerging Capabilities

10. Omni-Channel is the Future of the Contact Center

  • 10.1 The Omni-Channel Contact Center
  • 10.2 Consumer Channel Preferences Benchmark Study
    • 10.2.1 Consumers Channel Preferences when Communicating with a Business
    • 10.2.2 Consumers Channel Preferences when being Contacted by a Business
    • 10.2.3 Consumer Channel Preferences Recap: Summary of Benchmark Study Findings
  • 10.3 To Chat or Not to Chat
  • 10.4 Building and Transitioning to an Omni-Channel Contact Center Environment
  • 10.5 Vendor Omni-Channel Capabilities

11. KPIs that Measure What's Important in the Era of Digital Transformation

  • 11.1 Contact Center KPI Requirements
  • 11.2 Top Contact Center KPIs
  • 11.3 Contact Center Performance Management: Measuring CX in an Omni-Channel World

12. Developing Great and Engaged Omni-Channel Agents

  • 12.1 Agent Engagement Best Practices
  • 12.2 KPIs to Engage and Motivate Agents
  • 12.3 Good and Bad Agent Attrition
  • 12.4 Focus on Agent Retention
  • 12.5 Agent Engagement Tools
    • 12.5.1 Coaching/eLearning
    • 12.5.2 Omni-Channel Quality Management
    • 12.5.3 Gamification

13. NewGen WFM: The Uber-ization of Contact Center Staffing

  • 13.1 NewGen WFM: WFM Reimagined
  • 13.2 Adaptive Real-Time Scheduling is a Requirement of NewGen WFM
    • 13.2.1 Adaptive Real-Time Scheduling vs. Intraday Management
    • 13.2.2 Adaptive Real-Time Scheduling Improves Customer and Employee Engagement
  • 13.3 Vendor WFM Capabilities

14. Analytics Improves the Customer Journey

  • 14.1 Interaction Analytics Provides Omni-Channel Insights
    • 14.1.1 Speech Analytics
    • 14.1.2 Text Analytics
  • 14.2 CJA Maps the Cross-Channel Customer Journey
  • 14.3 Desktop Analytics and RPA Improves the Customer and Agent Experience
    • 14.3.1 Desktop Analytics
    • 14.3.2 Robotic Process Automation
  • 14.4 Analytics-Enabled Quality Management (AQM)
    • 14.4.1 Best Practices for Building an AQM Program
    • 14.4.2 Vendor AQM Capabilities
  • 14.5 Surveying/VoC: Soundtrack of the Customer Journey

15. Market Activity Analysis

  • 15.1 Financial Information Sources
  • 15.2 Debates about Methodology
  • 15.3 Methodology
  • 15.4 Total GAAP Revenue and Market Share, First-Half 2017 vs. First-Half 2016 (all QM/recording-related vendors)
  • 15.5 Total Contact Center WFO Revenue and Market Share, First-Half 2017 vs. First-Half 2016
  • 15.6 Total Voice Recording Revenue and Market Share, First-Half 2017 vs. First-Half 2016 Comparison
  • 15.7 QM/QA Application Revenue and Market Share,First-Half 2017 vs. First-Half 2016 Comparison

16. WFO Market Projections

17. WFO Competitive Landscape

  • 17.1 Current WFO Landscape
  • 17.2 Contact Center WFO Vendor Summaries

18. WFO Vendors and Solutions

  • 18.1 Company Snapshot
  • 18.2 Vendor Strategy
  • 18.3 Packaged Offerings
  • 18.4 SMB Offerings

19. WFO Vendor Satisfaction Analysis

  • 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: Product Categories
    • 19.2.1 Product Satisfaction by Sub-Category and Customer
  • 19.3 Summary of Survey Findings and Analysis: Product Effectiveness
  • 19.4 Customer Background and Insights
    • 19.4.1 Customer Background
    • 19.4.2 Top Challenges to Solve 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 Price Range, by Solution
  • 20.2 Premise-Based Pricing
  • 20.3 Cloud-Based Pricing

21. Company Reports

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

Appendix: WFO Vendor Directory

TABLE OF FIGURES

  • Figure 1: WFO Market Segments
  • Figure 2: Vendor Business Activities
  • Figure 3: Contact Center Workforce Optimization Suite
  • Figure 4: High-Level WFO Suite Components
  • Figure 5: Recording
  • Figure 6: Compliance Features
  • Figure 7: WFO Functional and Technical Framework
  • Figure 8: Security
  • Figure 9: Dashboards, Reporting and Analytics
  • Figure 10: Technical and Functional Characteristics and Benefits of a WFO Suite
  • Figure 11: High-Level Functional Summary
  • Figure 12: Suite Benefits
  • Figure 13: Service Delivery Models, Advantages and Disadvantages
  • Figure 14: DMG's Service Delivery Definitions
  • Figure 15: WFO Vendor Service Delivery Options
  • Figure 16: Implementation and ROI Time Frames
  • Figure 17: 2017 WFO Trends
  • Figure 18: 2017 WFO Challenges
  • Figure 19: New Product Features, by Vendor
  • Figure 20: New Product Features, by Category
  • Figure 21: Future Application Enhancements
  • Figure 22: Omni-Channel Contact Center
  • Figure 23: What's your favorite way to communicate with a business?
  • Figure 24: Favorite Way to Communicate with a Business, Channel Preference by Generation
  • Figure 25: What's your favorite way for a business to contact you?
  • Figure 26: Consumer Preferences for How a Business Contacts Them, Channel Preference by Generation
  • Figure 27: Omni-Channel Capabilities
  • Figure 28: Contact Center KPIs
  • Figure 29: Historical vs. Real-Time Performance Management
  • Figure 30: Performance Management
  • Figure 31: The Super-Agent
  • Figure 32: Agent Success Cycle
  • Figure 33: Agent Balanced Scorecard
  • Figure 34: Coaching and eLearning
  • Figure 35: QA/QM
  • Figure 36: Gamification Features to Promote Agent Engagement
  • Figure 37: Gamification
  • Figure 38: Challenges with WFM Solutions
  • Figure 39: The Uber-ization of WFM
  • Figure 40: NewGen WFM Process Flow
  • Figure 41: Adaptive Real-Time Scheduling
  • Figure 42: Intraday Management vs. Real-Time Adaptive Scheduling
  • Figure 43: The Benefits of NewGen WFM with Real-Time Adaptive Scheduling
  • Figure 44: Workforce Management (WFM)
  • Figure 45: What is Speech Analytics?
  • Figure 46: Historical vs. Real-Time Speech Analytics Use Cases
  • Figure 47: Speech Analytics
  • Figure 48: Text Analytics
  • Figure 49: Text Analytics
  • Figure 50: CJA Defined
  • Figure 51: Customer Journey Analytics
  • Figure 52: Desktop Analytics Defined
  • Figure 53: Desktop Analytics
  • Figure 54: Robotic Process Automation (RPA)
  • Figure 55: Robotic Process Automation (RPA)
  • Figure 56: Predictive Analytics
  • Figure 57: Analytics-Enabled QM
  • Figure 58: Analytics-Enabled Quality Management (AQM)
  • Figure 59: Surveying/Voice of the Customer (VoC)
  • Figure 60: Total Company GAAP Revenue and Market Share, First-Half 2017 vs. First-Half 2016 Comparison
  • Figure 61: Contact Center WFO Revenue and Market Share, First-Half 2017 vs. First-Half 2016 Comparison
  • Figure 62: Total Voice Recording, First-Half 2017 vs. First-Half 2016 Comparison
  • Figure 63: QM/QA Applications Revenue and Market Share, First-Half 2017 vs. First-Half 2016 Comparison
  • Figure 64: WFO Application Projections, 2017 - 2021
  • Figure 65: 2018 Contact Center WFO Suite Competitive Positioning
  • Figure 66: Company Information
  • Figure 67: Vendor Strategy
  • Figure 68: Packaged Offerings
  • Figure 69: Small/Mid-Size Business (SMB) Offering
  • Figure 70: Customer Survey Rating Categories
  • Figure 71: Average Satisfaction Ratings, by Category
  • Figure 72: Current Product Satisfaction Ratings, by Customer
  • Figure 73: Implementation Satisfaction Ratings, by Customer
  • Figure 74: Training Satisfaction Ratings, by Customer
  • Figure 75: Professional Services Satisfaction Ratings, by Customer
  • Figure 76: Ongoing Service and Support Satisfaction Ratings, by Customer
  • Figure 77: Planned Product Innovation Satisfaction Ratings, by Customer
  • Figure 78: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
  • Figure 79: Vendor Communication Satisfaction Ratings, by Customer
  • Figure 80: Pricing Satisfaction Ratings, by Customer
  • Figure 81: Overall Vendor Satisfaction Ratings, by Customer
  • Figure 82: Product Satisfaction Ratings by Category
  • Figure 83: Supervisor User Interface Satisfaction Ratings, by Customer
  • Figure 84: Agent User Interface Satisfaction Ratings, by Customer
  • Figure 85: Recording Satisfaction Ratings, by Customer
  • Figure 86: Quality Assurance/Management Satisfaction Ratings, by Customer
  • Figure 87: Analytics-Enabled QA/QM Satisfaction Ratings, by Customer
  • Figure 88: Omni-Channel Capabilities Satisfaction Ratings, by Customer
  • Figure 89: Coaching Capabilities Satisfaction Ratings, by Customer
  • Figure 90: Historical Reporting Satisfaction Ratings, by Customer
  • Figure 91: Real-Time Reporting Satisfaction Ratings, by Customer
  • Figure 92: Ad-Hoc Reporting Satisfaction Ratings, by Customer
  • Figure 93: Dashboards Satisfaction Ratings, by Customer
  • Figure 94: Overall Breadth of Suite Satisfaction Ratings, by Customer
  • Figure 95:. Ability to Share Data between Suite Modules Satisfaction Ratings, by Customer
  • Figure 96: Ease of Administration/Configuration/Use Satisfaction Ratings, by Customer
  • Figure 97: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
  • Figure 98: Product Effectiveness Ratings by Category
  • Figure 99: Ability to Deliver an Outstanding and Personalized CustomerExperience Satisfaction Ratings, by Customer
  • Figure 100: Ability to Improve Productivity Satisfaction Ratings, by Customer
  • Figure 101: Ability to Reduce the Cost of Service Satisfaction Ratings, by Customer
  • Figure 102: Ability to Reduce Customer Effort Satisfaction Ratings, by Customer
  • Figure 103: Ability to Enhance Omni-Channel Support and Service Satisfaction Ratings, by Customer
  • Figure 104: Ability to Address Regulatory and Compliance Requirements Satisfaction Ratings, by Customer
  • Figure 105: Ability to Track and Improve the Cross-Channel Customer Journey Satisfaction Ratings, by Customer
  • Figure 106: Ability to Increase Sales Satisfaction Ratings, by Customer
  • Figure 107: Ability to Enhance Customer Engagement Satisfaction Ratings, by Customer
  • Figure 108: Ability to Engage and Develop Agents Satisfaction Ratings, by Customer
  • Figure 109: Which of your vendors WFO modules are you using?
  • Figure 110: What channels do you use your WFO solution to support?
  • Figure 111: What were the top 3 - 5 challenges you wanted to solve with the WFO solution?
  • Figure 112: Please tell us the top 3 - 5 strengths of your WFO solution.
  • Figure 113: Please list the product enhancements you would like to see.
  • Figure 114: Additional comments about your experience with the vendor and/or product
  • Figure 115: 2017 Premise-Based Price Ranges By Solution
  • Figure 116: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Premise-Based
  • Figure 117: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Cloud-Based
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