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 - Seite 2

7.7 Long-Term Planning

8. High Level Technical Summary
8.1 Security
8.2 Integration Capabilities
8.3 Globalization

9. Workforce Management Trends and Challenges for 2017
9.1 WFM Trends for 2017
9.2 WFM Challenges for 2017

10. Workforce Management Market Innovation
10.1 New Product Features
10.2 Emerging Capabilities

11. The Future of Contact Center WFM
11.1 The WFM Challenge
11.2 NewGen WFM: WFM Reimagined
11.3 NewGen WFM Improves the Staffing Paradigm
11.4 Benefits of NewGen WFM

12. Intraday Management is Key to NewGen WFM
12.1 Improving Intraday Management
12.2 Introducing Real-Time Adaptive Scheduling for WFM
12.3 The Difference between Real-Time Adaptive WFM and Intraday Management

13. More Than a Productivity Tool
13.1 WFM Features to Support Agent Engagement
13.1.1 Agent Self-Service
13.1.2 Gamification
13.1.3 Time-Off Management and Work/Life Balance
13.1.4 Mobility
13.2 WFM Solutions Build Customer Engagement
13.2.1 Omni-Channel Capabilities
13.2.2 Multi-Skill Capabilities

14. Back-Office Departments Are Essential to the Customer Experience
14.1 Back-Office WFO Suites to the Rescue
14.2 Back-Office WFM
14.3 Vendor Back-Office/Branch Capabilities
14.4 Benefits of Back-Office/Branch WFM
14.5 Back-Office/Branch WFM ROI

15. Workforce Management Market Activity Analysis
15.1 Validating Market Numbers
15.2 WFM Market Share Analysis

16. Workforce Management Market Adoption

17. Workforce Management Projections

18.Contact Center Workforce Management Competitive Landscape
18.1 WFM Vendor Summaries

19. Workforce Management Vendors and Solutions
19.1 Company Snapshot
19.2 Vendor Offerings and Products
19.3. Packaged Solutions
19.4. SMB Solutions

20. Workforce Management Benefits and Return on Investment
20.1 Contact Center WFM Benefits
20.2 Contact Center ROI Analysis

21. Implementation Analysis
21.1 Implementation Process
21.2 Implementation Best Practices
21.3 Training and Services
21.4 Maintenance and Support

22. Pricing
22.1 Premise-Based Price Range, by Solution
22.2 Premise-Based Pricing
22.3 Cloud-Based Pricing
22.4 Cloud-Based Pricing for Incremental WFM Modules

23. Workforce Management Vendor Satisfaction Analysis
23.1 Survey Methodology
23.2 Survey Findings and Analysis
23.3 Detailed Survey Findings and Analysis
23.4 Customer Insights

24. Company Reports
24.1 ActiveOps Ltd.
24.2 Aspect Software, Inc.
24.3 Calabrio
24.4 Intradiem
24.5 NICE
24.6 Teleopti AB
24.7 Verint Systems
24.8 WorkFlex Solutions LLC

For more information about this report visit http://www.researchandmarkets.com/research/394xf8/2017_workforce

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