Next-Generation AI-Enabled WFM Revolutionizes the Staffing Paradigm


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Dublin, June 28, 2022 (GLOBE NEWSWIRE) — The “Workforce Optimization / Workforce Engagement Management Products and Market Report 2022-2023” report has been added to from ResearchAndMarkets.com offer.

Artificial intelligence, automation, analytics, digital transformation, self-service and more are changing the entire maintenance world. The list of innovations that have come to market over the past two years is long, but this is only the beginning of what is expected to be delivered as part of new AI-enabled WFO/WEM applications.

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 manually enter agent schedules and changes into 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 advancements 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, DMG expects predictive analytics will be used to align WFM recommendations and schedules with key contact center routing and queuing engines to improve customer experience. and agent while increasing productivity and reducing costs.

The 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

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

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

16. Pricing
16.1 Pricing for a 250-seat on-premises WFM solution
16.2 Pricing for a 250 seat cloud-based WFM solution

Companies cited

  • Alvaria

  • Authority Software

  • Calabria

  • PLEASANT

  • playvox

  • Puzzle Ltd.

  • Verint Systems

For more information on this report, visit https://www.researchandmarkets.com/r/bguup5

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