Global Workforce Optimization Product and Market to 2022 - Automation and Artificial Intelligence (AI) will be Used to Work Smarter, not Harder

DUBLIN, Feb. 26, 2019 /PRNewswire/ -- The "2018-2019 Workforce Optimization Product and Market Report" report has been added to ResearchAndMarkets.com's offering.

This annual Workforce Optimization Product and Market Report analyzes the workforce optimization (WFO) market and product suites. The Report examines the servicing, business and management trends that are redefining how enterprises and their contact centers view and interact with their customers, prospects and employees.

It provides all of the vendor, product, functional, technical, pricing and operational information required for contact center, IT and enterprise leaders to select the right solution and vendor to meet their current and future WFO needs. This Report also compares WFO market activity for first-half 2018 vs. first-half 2017 and provides 5-year market projections for all 12 WFO application components.

Contact centers are not going away for the foreseeable future, but they are going to change. Automation and artificial intelligence (AI) will be used to work smarter, not harder. As exciting as changes have been for contact centers, the best is yet to be.

A new era of servicing

AI-enabled contact centers are the next phase for service organizations. These are operating environments where AI, machine learning, intelligent virtual agents (IVAs), robotic process automation (RPA), desktop process automation (DPA), knowledge management and more will be instrumental in helping companies improve the service experience. AI-enabled bots and IVAs can deliver rapid and accurate answers to customer inquiries, improving self-service quality and effectiveness. RPA and desktop process automation allow enterprises to automate routine, repetitive tasks; enabling businesses to cut thousands of dollars per day from budgets and re-allocate human resources to more rewarding cognitive tasks.

Predictive analytics is an emerging strategy for improving and personalizing the customer experience. It uses data mining, statistical techniques and machine learning to identify relationships, patterns and trends to anticipate the likelihood of future events and behaviors, as well as their business impact. Speech and text analytics are being enhanced with predictive analytics capabilities to enrich and personalize each customer interaction. In doing so, predictive analytics can be used to understand what customers need and want, and then kick off real-time agent guidance, next-best-action recommendations and optimal marketing offers tailored to customer needs.

The 2018-2019 edition of the Workforce Optimization Product and Market Report covers 8 leading and contending vendors: Aspect, Calabrio, DVSAnalytics, Genesys, NICE, OnviSource, OpenText and Verint. Each year, the list of vendors changes based on participation criteria, customer requests and changing market dynamics.

The Report includes:

• QM/liability recording market segments and vendor-supported activities
• Functional and technical building blocks of contact center WFO suites
• Service deployment options for WFO solutions: on-premise, cloud, managed service and hybrid
• 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
• Insightful look at how AI and machine learning are ushering in the contact center of the future
• Discussion of how AI is being leveraged in WFO suites and self-service solutions to deliver smart solutions that are alerting the servicing paradigm
• Examination of the 13 key WFO suite functional capabilities, plus back-office and knowledge management capabilities, and comparative analysis of the features and functionality in the 8 featured solutions
• Detailed revenue and market share analyses featuring first-half 2018 vs. first-half 2017 revenue comparisons, by the vendor, based on GAAP revenue for the 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 2018 - 2022
• Review of the WFO competitive landscape, and vendor competitive positioning
• Overview of the 8 leading and contending WFO vendors, including company snapshots, WFO suite overviews and small and mid-size business (SMB)/packaged offerings
• High-level technical summary, including dashboards, reporting and analytics, security, and compliance functional capabilities
• Implementation analysis including timeframes, quantifiable benefits and return on investment (ROI)
• Comprehensive customer satisfaction survey results that measure and rank ratings across 19 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, including incremental costs for WFM, CCPM, EFM, speech, text and desktop analytics, gamification and customer journey analytics
• Detailed company reports for the 8 leading and contending WFO vendors, analyzing their products, functionality and future product development plans
• Comprehensive WFO Vendor Directory

Key Topics Covered:

1. Executive Summary

2. Introduction

3. Research Methodology
3.1 Report Participation Criteria

4. Service Delivery Models
4.1 Vendor Service Delivery Options

5. WFO Market Segments

6. Workforce Optimization Defined

7. Workforce Optimization Trends

8. Workforce Optimization Challenges

9. Workforce Optimization Market Innovation
9.1 New Product Features
9.2 Emerging Capabilities

10. Contact Center of the Future

11. AI: Working Smarter, Not Harder

12. WFO Suites: Many Components, One Solution
12. Recording
12.2 QM/AQM
12.3 Coaching
12.4 eLearning
12.5 WFM
12.5.1 Market Watch: The Next Chapter for WFM
12.6 Surveying/VoC
12.7 Performance Management
12.8 Knowledge Management
12.8.1 The Similarities and Differences between Knowledge Management, Content Management and Search
12.8.2 Market Watch: Knowledge Management Heats Up
12.9 Speech Analytics
12.9.1 Market Watch: What's New and What's Next for Speech Analytics
12.10 Text Analytics
12.11 Desktop Analytics
12.12 Predictive Analytics
12.13 Customer Journey Analytics
12.14 Gamification
12.15 Robotic Process Automation
12.15.1 Market Watch: The Bot Story
12.16 Back-Office WFO

13. WFO Suites for Small/Mid-Size Businesses

14. WFO Market Activity Analysis
14.1 Financial Information Sources
14.2 Debates about Methodology
14.3 Methodology
14.4 Total GAAP Revenue and Market Share, First- Half 2018 vs. First-Half 2017 (all QM/recording related vendors)
14.5 Total Contact Center WFO Revenue and Market Share, First-Half 2018 vs. First-Half 2017
14.6 Total Voice Recording Revenue and Market Share, First-Half 2018 vs. First-Half 2017 Comparison
14.7 QM/QA Application Revenue and Market Share, First-Half 2018 vs. First-Half 2017 Comparison

15. WFO Market Projections for 2018 through 2022

16. WFO Competitive Landscape
16.1 Current WFO Landscape

17. WFO Vendors and Solutions
17.1 Company Snapshot
17.2 WFO Vendor Suite Overview
17.3 High Level Technical Summary
17.4 Dashboards, Reporting and Analytics
17.5 Security
17.6 Compliance
17.6.1 General Data Protection Regulation

18. WFO Implementation Times Frames, Benefits and ROI

19. WFO Customer Satisfaction Survey
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: WFO Functional Components
19.2.1 Satisfaction with WFO Functional Components
19.3 Summary of Survey Findings and Analysis: Product Attributes
19.3.1 Satisfaction with WFO Functional Components
19.4 Customer Background and Insights
19.4.1 Customer Background
19.4.2 Top Pain Points to Address 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 Pricing
20.2 Cloud-Based Pricing

21. Company Reports
21.1 Aspect Software, Inc.
21.2 Calabrio
21.3 DVSAnalytics
21.4 Genesys
21.5 NICE
21.6 OnviSource
21.7 OpenText Corporation
21.8 Verint Systems

22. Appendix: WFO Vendor Directory

For more information about this report visit https://www.researchandmarkets.com/research/39dg3z/global_workforce?w=5

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