Workforce Management Product and Market Report 2017

WFM Market to Grow by 8% in 2017 and 2018, and by 9% in 2019, 2020 and 2021 - Research and Markets

DUBLIN, Mar 24, 2017 /PRNewswire/ --

Research and Markets has announced the addition of the "2017 Workforce Management Product and Market Report" report to their offering.

Our tenth annual report on workforce management (WFM) delivers an incisive and comprehensive analysis of vendors, products, pricing and best practices for this IT sector. The report is designed to help organizations select the right solution, technology, functionality and partner to meet their existing and future front- and back-office WFM needs.

2016 was a good year for this mature IT sector, which grew by 8.8%, adding 871,999 new seats. The WFM market is positioned for strong performance, driven by the need for flexible and accurate omni-channel WFM solutions that help companies deliver a personalized experience cost effectively. WFM vendors are finally listening to their customers.

The vendors are starting to invest in new technology and approaches, including next-gen WFM and intraday management capabilities, which have the potential to greatly improve the effectiveness of these solutions. DMG expects the WFM market to grow by 8% in 2017 and 2018, and by 9% in 2019, 2020 and 2021. The rate of growth could increase if the pace of innovation picks up.

The 2017 Contact Center Workforce Management Product and Market Report provides an in-depth analysis of the WFM market, competitors, suites, competitive landscape, innovation, end-user satisfaction, as well as market, business and servicing trends and challenges. It analyzes WFM market activity and provides 5-year market projections. Eight leading and contending vendors are covered: ActiveOps, Aspect, Calabrio, Intradiem, NICE, Teleopti, Verint and WorkFlex. ActiveOps, Intradiem and WorkFlex, are covered at a higher level.

Key Topics Covered:

1. Executive Summary

2. Introduction

3. Research Methodology
3.1 Report Participation Criteria

4. Workforce Management Market Segments
4.1 WFM Vendor-Supported Market Segments

5. Vendor Service Delivery Models
5.1 Service Delivery Definitions
5.2 Vendor Service Delivery Options

6. Workforce Management Functional Building Blocks
6.1 Core, Value-Added, Optional
6.2 Vendor High-Level WFM Suite Capabilities

7. WFM Fundamentals
7.1 Forecasting
7.2 Scheduling
7.3 Intraday Management and Automation
7.4 Shrinkage
7.5 Real-Time Adherence
7.6 Dashboards and Reporting