Global Enterprise Workforce Management Market Analysis Report 2022-2023 – Next Generation AI-Enabled WFM Is Revolutionizing The Staffing Paradigm –

DUBLIN–(BUSINESS WIRE)–The “Workforce management for the 2022-2023 corporate report” report has been added to from offer.

The 2022-2023 Workforce Management for the Enterprise report reflects the growing benefits of WFM across the enterprise, beyond the contact center.

The Workforce Management for the Enterprise report presents an in-depth analysis of the Contact Center WFM Market, competitive landscape, vendors, product suites, technology and innovation. The report examines the business, market and technology trends and challenges facing contact centers amidst the great resignation. The report analyzes WFM market activity and provides a 5-year projection. It also presents the results of customer satisfaction surveys that rate vendors and their products.

The report features 5 WFM vendors: Alvaria, Calabrio, NICE, Puzzel, and Verint. It also provides a high-level overview of two new competitors in the WFM space: Authority Software and Playvox. This report is intended to help call center, back office, and branch operations managers and chief operating officers (COOs) of businesses of all sizes select a WFM solution and partner that best suits to their unique needs.

Contact centers and other staff-intensive enterprise departments look to their vendors to help manage their complex workforce planning needs, including hybrid, on-premises staffing and at home. Managers need improved analytics to track productivity and performance, and vendors are delivering new features to properly manage changing workplace dynamics.

Next-Generation AI-Enabled WFM Revolutionizes the Staffing Paradigm

Next-generation workforce management (WFM) solutions perform the traditional functions of a WFM application; However, the notable and exciting element of the Next Generation WFM is that employees have direct input and participation in every step of the planning process. Employees can even make changes after a schedule is generated, without penalty.

Workforce management administrators/supervisors also benefit from the new generation of WFM, as these solutions significantly reduce the time required to enter agent schedules and manually edit them in the system, allowing them to focus their efforts on optimization of service performance. This leads to positive impacts on customer experience (CX) and benefits the culture and performance of the contact center or other departments using the WFM solution, which improves business results.

Artificial Intelligence (AI) is a key enabler of many advances in WFM solutions. AI helps manage the complexities associated with digital channel forecasting and planning – concurrency, asynchronous transactions, elapsed time, channel interactions, and more. It increases the accuracy of predictions and allows the application to automatically select the optimal algorithm for each situation. AI is used for real-time adaptive planning, which improves accuracy, flexibility, and fairness.

It also makes it easy to manage vacation scheduling, paid time off (PTO), voluntary time off (VTO), overtime (OT), reduction projections and more. Going forward, the publisher expects predictive analytics to be used to align WFM recommendations and schedules with key contact center routing and queuing engines to improve customer and agent experience while increasing productivity and reducing costs.

This report includes:

  • Overview of the functional components that make up a WFM solution, including the base and optional modules offered in the 5 featured WFM suites, and high-level functional capabilities

  • Market, business and technology trends and challenges driving business investment and influencing product development

  • WFM Market Innovation, including a review of recently introduced features and functionality and what’s planned for the next 12-18 months

  • Exploration of next-generation WFM methodologies and applications and why there is a need to support the transformational changes needed in contact centers today and in the future

  • In-depth analysis of WFM modules that improve agent engagement and empowerment, including self-service and leave/holiday management, e-learning/meeting management, and performance reporting

  • How AI will change and improve contact center technology and operations over the next 5-20 years

  • Review of WFM capabilities for back offices and branches and opportunities for applying WFM across the enterprise

  • Analysis of WFM market activity, adoption rates and 5-year market growth projections

  • WFM Competitive Landscape Review and Assessment

  • Vendor pricing for WFM implementations of on-premises and 250-seat cloud digital and voice channels, for basic forecasting and scheduling, plus additional costs (if applicable) for intraday management, time membership agent self-service, vacation/time-off management, eLearning/meeting management, long-term strategic planning, hiring management, workspace allocation, gamification, mobility, back -office and WFM in branch

  • Comprehensive customer satisfaction survey results that measure and rank ratings across 10 vendor categories, 10 WFM suite modules, and 11 product features

  • In-depth company reports for top 7 WFM vendors, analyzing their products, features and future product development plans

  • WFM Provider Directory

Main topics covered:

1. Summary

2. Presentation

3. DMG Consulting Research Methodology

3.1 Criteria for participation in the report

4. Define Workforce Management Suites

4.1 Workforce Management Vendor Suite Overview

4.2 High Level Functional Overview

5. Trends and Challenges in Workforce Management

5.1 Trends in workforce management

5.2 Workforce Management Challenges

6. Innovation in the workforce management market

6.1 New Product Features

6.2 Future improvements

7. Next Generation WFM

7.1 Omnichannel requirements

7.2 Omnichannel forecasting and planning

7.3 Real-time intraday management and intelligent adaptive planning

7.4 Real Time Membership

7.5 Withdrawal

7.6 Long term planning

7.7 The work-from-home/hybrid staffing model

7.8 Allocation of workspace

7.9 Hiring management

8. Agent experience

8.1 Agent self-service

8.2 Gamification

8.3 E-Learning/Meeting Management

8.4 Dashboards, reports and KPIs

9. AI: the “brain” of the operation

9.1 Artificial intelligence in WFM solutions

10. WFM for the Enterprise: Back Office, Branch and Beyond

10.1 Branch back-office/WFM

10.2 Leverage WFM across the enterprise

11. Workforce Management Market Activity Analysis

11.1 Validation of market numbers

11.2 WFM Market Share Analysis

12. WFM Adoption Rate

13. WFM Market Projections

14. Competitive Landscape of WFM

14.1 Company Overview

15. Workforce Management Vendor Satisfaction Analysis

15.1 Summary of Survey Results and Analysis: Supplier Categories

15.1.1 Supplier Satisfaction by Category and Customer

15.2 Summary of Survey Results and Analysis: WFM Suite Modules

15.2.1 WFM Modules Satisfaction, by Category and Customer

15.3 Summary of Survey Findings and Analysis: WFM Product Capabilities

15.3.1 WFM Product Capability Satisfaction, by Category and Customer

15.4 Background and customer information

15.4.1 Channels supported by the WFM solution

15.4.2 Other company departments using the WFM solution

15.4.3 Top 3-5 WFM Challenges

15.4.4 Additional comments

16. Pricing

16.1 Pricing for a 250-seat on-premises WFM solution

16.2 Pricing for a 250 seat cloud-based WFM solution

17. Company Reports

17.1 Alvaria

17.2 Authority Software

17.3 Calabria

17.4 NICE

17.5 Playvox

17.6 Puzzlel Ltd.

17.7 Verint Systems

18. Appendix: Workforce Management Vendor Directory

For more information on this report, visit

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