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Revisiting Workforce Management: the evolution of a niche market

Product Type: Market Research Report
Published by: Datamonitor
Published: October 2003
Product Code: R313-6087
Description
Introduction
The traditional definition of Workforce Management (WFM), a solution designed to maximize the efficiency and functionality of call center agents, is increasingly too restrictive to describe the way in which this area of contact center technology has evolved. WFM is an integral part of what has been termed the Quality Management Cycle.

Scope
* This brief covers the WFM market as distinct from other WOT sectors. The purpose is to provide readers with a quick update on WFA.

* This research presents granular data on growth by vertical sector and by region ( NA, EMEA, CALA, and APAC).

Report Highlights
Traditionally the role(s) played by WFM applications, the day-to-day scheduling of agents to improve efficiency levels are now taken for granted by many contact centers; the emphasis has shifted to encompass broader effectiveness improvement, rather than just efficiency.

Partnerships are becoming increasingly important to WFM vendors. Not only in terms of providing broader, and new, sales channels but also in terms of technology partnerships.

Reasons to Purchase
* Gain insight into a maturing market and its evolution as part of broader corporate strategies to increase contact center effectiveness.

* Plan resources to match specific national market and vertical sector growth opportunities.

* Understand the competitive dynamics of this maturing market.

Table of Contents
Table of Contents

ABOUT DATAMONITOR

INTRODUCTION

Introduction

WFM is changing

Partnerships

Specialization

Functionailty

Beyond the Call Center

MARKET DYNAMICS

Q-MAX

Genesys

Aspect

IEX

Blue Pumpkin

APPENDIX

Supplementary data

SPP writing team

The Author

How to contact experts in your industry



List of Tables

Table 1: Global WFM market (license + maintenance)

Table 2: Global WFM market by geography (license + maintenance) % share

Table 3: Global WFM market by geography (license + maintenance)

Table 4: Global WFM market growth by geography (license + maintenance)

Table 5: EMEA WFM market by vertical, 2002 & 2005

Table 6: NA WFM market by vertical, 2002 & 2005



List of Figures



Figure 1: Quality management cycle

Figure 2: WFM market growth by geography, 2003 - 2008

Figure 3: WFM revenue by geography, 2003 & 2008
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