Workforce Optimization Technologies in Contact Centers: Industry Report

Workforce Optimization Technologies in Contact Centers

Product Type: Market Research Report
Published by: Datamonitor
Published: March 2004
Product Code: R313-6516

Description

Introduction
This report is a complete update and reassessment of the workforce optimization technologies (WOTs) space within contact centers (CCs). Its aim is to furnish the reader with a complete understanding of the key developments, technological changes and the issues which are affecting players in the WOTs market.

Scope
This report examines the four key component areas within the workforce optimization technologies market; QM, WFM, agent analytics and eLearning.

The changes currently shaping the WOTs market are discussed. Their importance and effect on vendor strategy is assessed.

The key selling points for contact centers are detailed. These should play a significant role in forming vendor strategy in the WOTs space.

Datamonitor's completely revised market financials are given, with geographical and vertical break downs.

Report Highlights
Datamonitor's analysis of the workforce optimization space reveals a developing, but highly compelling market. WOTs has become a more unified market, while this presents new challenges, it also offers new opportunity for vendors.

Reasons to Purchase
Datamonitor's market dynamics forecast a market which will grow to a value in excess of $1.2bn by 2008. Learn where the opportunities are.

Understand the shifting dynamics of this developing market.

Develop sales and marketing strategies to reflect demand drivers and geographical distribution in the market for WOTs.

Table of Contents

CHAPTER 1 EXECUTIVE SUMMARY 3

Introduction 3

The Components of Workforce Optimization 4

Market Developments 4

How to sell into contact centers 5

Market dynamics & competitive landscape 6

Conclusions 7

CHAPTER 2 INTRODUCTION 14

The efficiency/effectiveness cycle and the WOTs technology chain 14

The building blocks of WOTs solutions 16

CHAPTER 3 THE COMPONENTS OF WORKFORCE OPTIMIZATION 18

Introduction 18

Key findings 18

Quality Monitoring 19

Worforce Management 19

Agent Analytics 19

eLearning 20

Moulding a market 20

CHAPTER 4 MARKET DEVELOPMENTS 21

Introduction 21

Key findings 21

Integrating the WOTs solution 22

KPIs: pre-packaged or CC specific? 22

QM and agent analytics: mutually exclusive? 23

Stepping stone deployments 24

Suite v. best of breed: who will win? 24

Conclusions 25

CHAPTER 5 HOW TO SELL INTO CONTACT CENTERS 26

Introduction 26

Key findings 26

Partnerships: access new markets and new functionality 27

Which verticals? 27

Market awareness, driving understanding 28

Beyond the call center 28

Assessing the current market: 2004 and beyond 29

Agent empowerment, cultural clash? 30

Expand the portfolio to drive revenue 30

Pushing information beyond the contact center 31

Conclusions 31

CHAPTER 6 MARKET DYNAMICS & COMPETITIVE LANDSCAPE 32

Introduction 32

Key findings 32

Global WOTs market 33

QM 34

WFM 38

Agent analytics 41

eLearning 43

Competitive Landscape 45

Quality Monitoring 45

Workforce Management 47

Agent Analytics 50

eLearning 52

WOTs components’ relative strength 53

CHAPTER 7 CONCLUSIONS 54

Introduction 54

Key findings 54

Partner for success 55

Suite v. best-of-breed: too close to call 55

Quantifying the benefit 56

Help clients drive their customer experience 56

Sell services 56

CHAPTER 8 APPENDIX 58

SPP writing team 58

How to contact experts in your industry 59

LIST OF TABLES

Table 1: Global WOTs market, by component, 2002-2008 34

Table 2: Global WOTs market by component, 2002-2008 35

Table 3: Global QM market, revenue and growth, 2003-2008 36

Table 4: QM market by region, 2002-2008 37

Table 5: NA QM market by vertical, 2004 & 2008 38

Table 6: EMEA QM market by vertical, 2004 & 2008 38

Table 7: Global WFM market, 2002-2008 39

Table 8: Global WFM market by geography, 2002-2008 40

Table 9: NA WFM market by vertical, 2004 & 2008 40

Table 10: EMEA WFM market by vertical, 2004 & 2008 41

Table 11: Global agent analytics market, 2002-2008 42

Table 12: Agent analytics market by geography, 2002-2008 43

Table 13: Global eLearning market by region, 2002-2008 44

Table 14: eLearning market split by geography, 2002-2008 45

LIST OF FIGURES

Figure 1: The efficiency and effectiveness cycle 3

Figure 2: Global WOts market, revenue and growth, 2002-2008 6

Figure 3: The efficiency and effectiveness cycle 15

Figure 4: The building blocks of WOTs 16

Figure 5: Global WOTs market, revenue & growth, 2002-2008 33

Figure 6: Global WOTs market by component, 2003-2008 34

Figure 7: Global QM market, revenue & growth, 2002-2008 35

Figure 8: QM market split by geography, 2002-2008 36

Figure 9: Global WFM market, revenue & growth, 2002-2008 38

Figure 10: Global agent analytics, revenue & growth, 2002-2008 41

Figure 11: Agent analytics market by geography, 2004 & 2008 42

Figure 12: Global agent analytics market, revenue & growth, 2002-2008 43

Figure 13: eLearning market split by geography, 2004 & 2008 44

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