2017-2018 Workforce Optimization Product and Market Report

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2017-2018 Workforce Optimization Product and Market Report

ABSTRACT

© 2017 DMG Consulting LLCwww.dmgconsult.com 2

Please contact Deborah Navarra at [email protected] or 516-628-1098 with any questions. To order your copy of the report, visit www.dmgconsult.com.

DMG Consulting’s 14th annual Workforce Optimization Product and Market Report presents

the most thorough, accurate and comprehensive analysis of this transforming technology

sector. The 400-page Report provides all of the vendor, product, functional, technical, pricing

and operational information that leaders in the contact center, IT and enterprise need to

identify the right solution and vendor to meet their current and future workforce optimization

(WFO) requirements. The core modules of WFO solutions are recording and quality assurance

(QA)/quality management (QM), and true WFO suites also include at least 3 of the following

10 complementary applications: workforce management (WFM), contact center performance

management (CCPM), speech analytics (SA), text analytics (TA), desktop analytics (DA),

enterprise feedback management (EFM)/surveying, eLearning/coaching, gamification,

customer journey analytics (CJA) and robotic process automation (RPA).


WFO suites are evolving, and leading vendors are innovating to keep pace with

the digital transformation taking place in companies of all sizes. Enterprise

WFO needs are changing; they are looking for WFO platforms that can help to

engage their customers and employees in an omni-channel world. Companies

are investing in a new generation of automation tools, including robotic

process automation (bots), to optimize many types of business activities. They

are implementing new WFM adaptive scheduling solutions to enable them to

provide a more personalized service experience while keeping their costs down.

Most WFO solutions are now available in the cloud. Companies may elect to

avail themselves of the benefits of the public cloud, or choose to deploy in a

private cloud with just their own solutions. The cloud represents the future of

the WFO market, but organizations can make the transition gradually. A hybrid

environment allows enterprises to maintain some of their on-premise solutions

while moving others to the cloud. The vendors are incorporating this flexibility

into their solutions in order to accommodate companies evolving requirements.

Moving beyond their original objective of employee optimization, the current

generation of WFO suites is designed to help companies optimize, analyze

and engage employees and customers. Vendors are pushing further with

innovations that include the addition of RPA to automate tasks and improve

productivity and quality. Companies need WFO functionality now more than

ever, and the solutions must be reinvented and re-architected from the ground

up to address today’s business needs.

Companies show a strong preference for buying their software from vendors

who have broad offerings. They also expect to have the flexibility to deploy each

application in the manner they prefer (on-premise or cloud-based) and easily

integrate third-party applications to enable data-sharing between solutions.

They also want to be able to switch from one implementation model to another

without having to replace their current applications.

The 2017- 2018 edition of the Workforce Optimization Product and Market

Report covers 8 leading and contending vendors: Aspect, Calabrio, dvsAnalytics,

NICE, OnviSource and Verint are featured at an in-depth level throughout the

Report. OpenText and ZOOM International are covered at a higher level.


Overview of the WFO market segments and vendor-supported business activities

Definition of WFO; a review of the functional building blocks and defining characteristics of a WFO suite

WFO service deployment options, including the pros and cons of each model

Business, service and management trends and challenges that are driving enterprise investments and influencing vendor innovation

WFO market innovation, including a review of recently introduced functionality and developments planned for the next 12 – 18 months

Examination of the omni-channel capabilities, supporting systems and applications, and best practices required for digital transformation, including an insightful analysis of consumer channel preferences

Evolving contact center key performance indicator (KPI) requirements, with practical recommendations for measuring performance and customer experience (CX) in an omni-channel world

WFO applications and best practices for developing, motivating and retaining great agents in the Millennial workforce

Insightful look at how next-gen WFM with real-time adaptive scheduling can be leveraged to re-engineer intraday management and support new staffing paradigms that prioritize employee needs and preferences while improving the customer experience

Explanation of the increasing importance of leveraging insights from speech, text, desktop and customer journey analytics to understand and improve the omni-channel customer experience and support analytics-enabled processes and automation

Detailed revenue and market share analyses featuring first-half 2017 vs. first-half 2016 revenue comparisons by vendor, based on GAAP revenue for 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 2017 – 2021

Review and assessment of the dynamic WFO competitive landscape and vendor competitive positioning

Overview of the 8 WFO vendors covered in the Report, including company snapshots, vendor go-to-market strategies and product overviews, packaged solutions and offerings targeted at small and mid-size businesses (SMBs)

Comparative analyses of the key functional capabilities of the 6 featured WFO suites

Comprehensive customer satisfaction survey results that measure and rank ratings across 15 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, and incremental costs for WFM, CCPM, surveying, speech, text and desktop analytics, and gamification

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 Reasons to Buy this Report


• WFO suites are changing to keep up with the digital transformation: Today’s WFO suites are transitioning from suites to new-gen platforms. Vendors

are supporting additional channels and functionality, with an emphasis on intelligent automation and the introduction of robotics, to better support the front

and back office and many business needs; they are also enhancing their solutions with artificial intelligence (AI) capabilities, including machine learning and

natural language processing and understanding (NLP/NLU).

• Vendors are reinventing their solutions to deliver true multi-tenant architecture: A complete re-architecture from the ground up is a necessity in

today’s era of cloud computing. Vendors must deliver solutions that can support public, private and hybrid cloud deployments. Users are also looking for

solutions that allow them to deploy their applications in a variety of delivery models, which may change as they transition their operations and systems

infrastructure to the cloud. They also want to be able to integrate with third-party applications, regardless of who they were purchased from and where they

run, in the cloud or on-premise.

• Today’s WFO suites go far beyond their original mission of optimizing contact center staff: The current generation of WFO solutions addresses the

diverse needs of the broader enterprise, including contact centers, the back office and, increasingly, other business functions. Beyond optimization, WFO

suites are designed to engage employees and customers, and to automate tasks to improve productivity and quality.

• The next 5 years are likely to bring major developments to the WFO market: The WFO market has seen great success over the past 20 years, and

market transformation is underway to ensure this sector’s continued viability. Enterprises need WFO functionality more than ever, and the vendors who are

responding with innovations, including new architectures, will be best positioned to adapt to changing market needs.

Report Highlights


Contact Center Workforce Optimization Suite

SAMPLE FIGURE

Source: DMG Consulting LLC, December 2017


1. Executive Summary 2. Introduction 3. DMG Consulting Research Methodology 3.1 Report Participation Criteria 4. WFO Market Segments 5. Workforce Optimization Defined 5.1 WFO Vendor Suite Overview 5.1.1 Recording 5.1.2 Compliance 5.2 WFO Functional and Technical Framework 5.2.1 Security 5.2.2 Dashboards, Reporting and Analytics 5.3 Technical and Functional Characteristics and Benefits of a WFO Suite 5.4 High-Level Vendor Functional Overview 5.5 WFO Suite Benefits 6. Service Delivery Models 7. Implementation and ROI Analysis 8. WFO Market Trends and Challenges 8.1 WFO Trends 8.2 WFO Challenges 9. WFO Market Innovation 9.1 New Product Features 9.2 Emerging Capabilities 10. Omni-Channel is the Future of the Contact Center 10.1 The Omni-Channel Contact Center 10.2 Consumer Channel Preferences Benchmark Study 10.2.1 Consumers Channel Preferences when Communicating with a Business 10.2.2 Consumers Channel Preferences when being Contacted by a Business 10.2.3 Consumer Channel Preferences Recap: Summary of Benchmark Study Findings 10.3 To Chat or Not to Chat 10.4 Building and Transitioning to an Omni-Channel Contact Center Environment 10.5 Vendor Omni-Channel Capabilities 11. KPIs that Measure What’s Important in the Era of Digital Transformation 11.1 Contact Center KPI Requirements 11.2 Top Contact Center KPIs 11.3 Contact Center Performance Management: Measuring CX in an Omni-Channel World 12. Developing Great and Engaged Omni-Channel Agents 12.1 Agent Engagement Best Practices 12.2 KPIs to Engage and Motivate Agents 12.3 Good and Bad Agent Attrition 12.4 Focus on Agent Retention 12.5 Agent Engagement Tools 12.5.1 Coaching/eLearning 12.5.2 Omni-Channel Quality Management 12.5.3 Gamification 13. NewGen WFM: The Uber-ization of Contact Center Staffing 13.1 NewGen WFM: WFM Reimagined 13.2 Adaptive Real-Time Scheduling is a Requirement of NewGen WFM 13.2.1 Adaptive Real-Time Scheduling vs. Intraday Management 13.2.2 Adaptive Real-Time Scheduling Improves Customer and Employee Engagement 13.3 Vendor WFM Capabilities 14. Analytics Improves the Customer Journey 14.1 Interaction Analytics Provides Omni-Channel Insights

TABLE OF CONTENTS 1 of 2


14.1.1 Speech Analytics 14.1.2 Text Analytics 14.2 CJA Maps the Cross-Channel Customer Journey 14.3 Desktop Analytics and RPA Improves the Customer and Agent Experience 14.3.1 Desktop Analytics 14.3.2 Robotic Process Automation 14.4 Analytics-Enabled Quality Management (AQM) 14.4.1 Best Practices for Building an AQM Program 14.4.2 Vendor AQM Capabilities 14.5 Surveying/VoC: Soundtrack of the Customer Journey 15. Market Activity Analysis 15.1 Financial Information Sources 15.2 Debates about Methodology 15.3 Methodology 15.4 Total GAAP Revenue and Market Share, First-Half 2017 vs. First-Half 2016 (all QM/recording-related vendors) 15.5 Total Contact Center WFO Revenue and Market Share, First-Half 2017 vs. First-Half 2016 15.6 Total Voice Recording Revenue and Market Share, First-Half 2017 vs. First-Half 2016 Comparison 15.7 QM/QA Application Revenue and Market Share,First-Half 2017 vs. First-Half 2016 Comparison 16. WFO Market Projections 17. WFO Competitive Landscape 17.1 Current WFO Landscape 17.2 Contact Center WFO Vendor Summaries 18. WFO Vendors and Solutions 18.1 Company Snapshot 18.2 Vendor Strategy 18.3 Packaged Offerings 18.4 SMB Offerings 19. WFO Vendor Satisfaction Analysis 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: Product Categories 19.2.1 Product Satisfaction by Sub-Category and Customer 19.3 Summary of Survey Findings and Analysis: Product Effectiveness 19.4 Customer Background and Insights 19.4.1 Customer Background 19.4.2 Top Challenges to Solve 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 Price Range, by Solution 20.2 Premise-Based Pricing 20.3 Cloud-Based Pricing 21. Company Reports 21.1 Aspect Software, Inc. 21.2 Calabrio 21.3 dvsAnalytics 21.4 NICE 21.5 OnviSource 21.6 OpenText Corporation 21.7 Verint Systems 21.8 ZOOM International Appendix: WFO Vendor Directory

TABLE OF CONTENTS 2 of 2


1 of 3TABLE OF FIGURES

Figure 1: WFO Market SegmentsFigure 2: Vendor Business ActivitiesFigure 3: Contact Center Workforce Optimization SuiteFigure 4: High-Level WFO Suite ComponentsFigure 5: Recording Figure 6: Compliance FeaturesFigure 7: WFO Functional and Technical FrameworkFigure 8: Security Figure 9: Dashboards, Reporting and AnalyticsFigure 10: Technical and Functional Characteristics and Benefits of a WFO SuiteFigure 11: High-Level Functional SummaryFigure 12: Suite BenefitsFigure 13: Service Delivery Models, Advantages and DisadvantagesFigure 14: DMG’s Service Delivery DefinitionsFigure 15: WFO Vendor Service Delivery OptionsFigure 16: Implementation and ROI Time FramesFigure 17: 2017 WFO TrendsFigure 18: 2017 WFO ChallengesFigure 19: New Product Features, by VendorFigure 20: New Product Features, by CategoryFigure 21: Future Application EnhancementsFigure 22: Omni-Channel Contact CenterFigure 23: What’s your favorite way to communicate with a business?Figure 24: Favorite Way to Communicate with a Business, Channel Preference by GenerationFigure 25: What’s your favorite way for a business to contact you?Figure 26: Consumer Preferences for How a Business Contacts Them, Channel Preference by GenerationFigure 27: Omni-Channel CapabilitiesFigure 28: Contact Center KPIsFigure 29: Historical vs. Real-Time Performance ManagementFigure 30: Performance ManagementFigure 31: The Super-AgentFigure 32: Agent Success CycleFigure 33: Agent Balanced ScorecardFigure 34: Coaching and eLearningFigure 35: QA/QM Figure 36: Gamification Features to Promote Agent EngagementFigure 37: Gamification Figure 38: Challenges with WFM SolutionsFigure 39: The Uber-ization of WFMFigure 40: NewGen WFM Process FlowFigure 41: Adaptive Real-Time SchedulingFigure 42: Intraday Management vs. Real-Time Adaptive SchedulingFigure 43: The Benefits of NewGen WFM with Real-Time Adaptive SchedulingFigure 44: Workforce Management (WFM)Figure 45: What is Speech Analytics?Figure 46: Historical vs. Real-Time Speech Analytics Use CasesFigure 47: Speech Analytics



Figure 48: Text Analytics Figure 49: Text Analytics Figure 50: CJA Defined Figure 51: Customer Journey AnalyticsFigure 52: Desktop Analytics DefinedFigure 53: Desktop AnalyticsFigure 54: Robotic Process Automation (RPA)Figure 55: Robotic Process Automation (RPA)Figure 56: Predictive AnalyticsFigure 57: Analytics-Enabled QMFigure 58: Analytics-Enabled Quality Management (AQM)Figure 59: Surveying/Voice of the Customer (VoC)Figure 60: Total Company GAAP Revenue and Market Share, First-Half 2017 vs. First-Half 2016 ComparisonFigure 61: Contact Center WFO Revenue and Market Share, First-Half 2017 vs. First-Half 2016 ComparisonFigure 62: Total Voice Recording, First-Half 2017 vs. First-Half 2016 ComparisonFigure 63: QM/QA Applications Revenue and Market Share, First-Half 2017 vs. First-Half 2016 ComparisonFigure 64: WFO Application Projections, 2017 – 2021Figure 65: 2018 Contact Center WFO Suite Competitive PositioningFigure 66: Company InformationFigure 67: Vendor StrategyFigure 68: Packaged OfferingsFigure 69: Small/Mid-Size Business (SMB) OfferingFigure 70: Customer Survey Rating CategoriesFigure 71: Average Satisfaction Ratings, by CategoryFigure 72: Current Product Satisfaction Ratings, by CustomerFigure 73: Implementation Satisfaction Ratings, by CustomerFigure 74: Training Satisfaction Ratings, by CustomerFigure 75: Professional Services Satisfaction Ratings, by CustomerFigure 76: Ongoing Service and Support Satisfaction Ratings, by CustomerFigure 77: Planned Product Innovation Satisfaction Ratings, by CustomerFigure 78: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by CustomerFigure 79: Vendor Communication Satisfaction Ratings, by CustomerFigure 80: Pricing Satisfaction Ratings, by CustomerFigure 81: Overall Vendor Satisfaction Ratings, by CustomerFigure 82: Product Satisfaction Ratings by CategoryFigure 83: Supervisor User Interface Satisfaction Ratings, by CustomerFigure 84: Agent User Interface Satisfaction Ratings, by CustomerFigure 85: Recording Satisfaction Ratings, by CustomerFigure 86: Quality Assurance/Management Satisfaction Ratings, by CustomerFigure 87: Analytics-Enabled QA/QM Satisfaction Ratings, by CustomerFigure 88: Omni-Channel Capabilities Satisfaction Ratings, by CustomerFigure 89: Coaching Capabilities Satisfaction Ratings, by CustomerFigure 90: Historical Reporting Satisfaction Ratings, by CustomerFigure 91: Real-Time Reporting Satisfaction Ratings, by CustomerFigure 92: Ad-Hoc Reporting Satisfaction Ratings, by CustomerFigure 93: Dashboards Satisfaction Ratings, by CustomerFigure 94: Overall Breadth of Suite Satisfaction Ratings, by Customer



Figure 95:. Ability to Share Data between Suite Modules Satisfaction Ratings, by CustomerFigure 96: Ease of Administration/Configuration/Use Satisfaction Ratings, by CustomerFigure 97: Ease of Integration with Third-Party Applications Satisfaction Ratings, by CustomerFigure 98: Product Effectiveness Ratings by CategoryFigure 99: Ability to Deliver an Outstanding and Personalized CustomerExperience Satisfaction Ratings, by CustomerFigure 100: Ability to Improve Productivity Satisfaction Ratings, by CustomerFigure 101: Ability to Reduce the Cost of Service Satisfaction Ratings, by CustomerFigure 102: Ability to Reduce Customer Effort Satisfaction Ratings, by CustomerFigure 103: Ability to Enhance Omni-Channel Support and Service Satisfaction Ratings, by CustomerFigure 104: Ability to Address Regulatory and Compliance Requirements Satisfaction Ratings, by CustomerFigure 105: Ability to Track and Improve the Cross-Channel Customer Journey Satisfaction Ratings, by CustomerFigure 106: Ability to Increase Sales Satisfaction Ratings, by CustomerFigure 107: Ability to Enhance Customer Engagement Satisfaction Ratings, by CustomerFigure 108: Ability to Engage and Develop Agents Satisfaction Ratings, by CustomerFigure 109: Which of your vendors WFO modules are you using?Figure 110: What channels do you use your WFO solution to support?Figure 111: What were the top 3 - 5 challenges you wanted to solve with the WFO solution?Figure 112: Please tell us the top 3 - 5 strengths of your WFO solution.Figure 113: Please list the product enhancements you would like to see.Figure 114: Additional comments about your experience with the vendor and/or productFigure 115: 2017 Premise-Based Price Ranges By SolutionFigure 116: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Premise-BasedFigure 117: Enterprise Pricing for a Single-Site, 250-Seat Contact Center; Cloud-Based

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2017-2018 Workforce Optimization Product and Market Report