***MEDIA ALERT***
DMG Consulting Releases 2023 – 2024 Enterprise Workforce Management Product and Market Report
AI and the dynamic expectations of today’s workforce are catalysts for change
Who: DMG Consulting LLC, a leading provider of contact center, back-office, and real-time analytics market research and consulting services
What: Releases 2023 – 2024 Enterprise Workforce Management Product and Market Report
When: Today, 4 April 2023
Where: Available at the DMG Consulting online store
Background:
DMG Consulting LLC, a leading provider of contact center, back-office, and real-time analytics market research and consulting services, today released its 2023 – 2024 Enterprise Workforce Management Product and Market Report. The Report examines the business, market, and technology trends and challenges confronting enterprise leaders in light of increasingly complex operating environments, rising customer and workforce expectations, and a turbulent economy. It also explores how new artificial intelligence (AI)-based technology continues to vastly improve the accuracy, flexibility, and usability of WFM solutions and revolutionize contact center staffing paradigms.
WFM software is selling faster than at any other time in its history, and it continues to gain momentum as offerings are enhanced to address a growing array of digital channels and a broader set of enterprise operations. Emerging vendors are entering the market, and existing competitors are making major R&D investments in their platforms and capabilities. Both groups aim to deliver a new and more effective generation of WFM solutions. Artificial intelligence-enabled WFM solutions provide improved forecasting and scheduling accuracy and properly treat synchronous and asynchronous channels, including a wide range of digital and back-office interactions. Optimized intraday management with enhanced real-time decision tools adapt in-the-moment as conditions change.
With the dynamic expectations of today’s workforce, AI-based technology, algorithms, predictive models, and simulation techniques are taking the lead in improving the employee experience by optimizing scheduling flexibility, including the ability to work from home and work non-traditional hours to manage their work/life balance, while delivering 24/7 access to self-service scheduling capabilities and personal performance results via mobile devices. “AI technologies are enabling smart applications that invite agents to request their own schedules, shift swaps, work hours, or time-off,” said Donna Fluss, President of DMG Consulting. “Automation is being utilized to facilitate real-time decisioning and offload manual tasks that a system can disposition more quickly, accurately, and fairly, while reducing the administrative workload of supervisors and administrators.”
The Enterprise Workforce Management Product and Market Report provides an in-depth analysis of the contact center WFM market the competitive landscape, vendors, product suites, technology, and innovation. The Report analyzes WFM market activity and provides 5-year projections. It also presents customer satisfaction survey results that rate the vendors and their products. The 2023 – 2024 Enterprise Workforce Management Product and Market Report features 7 WFM vendors: Alvaria, Calabrio, Genesys, NICE, Playvox, Puzzel, and Verint. Assembled, a new participant, is covered at a higher level.
To learn more about the 2023 – 2024 Enterprise Workforce Management Product and Market Report, read the abstract, which includes the table of contents, or contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098. To order your copy of the Report, visit dmgconsult.com.
About DMG Consulting LLC
DMG Consulting LLC provides expert guidance, industry reports, and primary research that influence the critical decisions made by businesses, technology providers, and investors in the dynamic and rapidly transforming contact center and back-office markets. Driving the strategic direction of the customer experience (CX) is at the core of DMG’s extensive consultation and collaboration with executives, leaders, and industry innovators. DMG’s methodologies and in-depth understanding of people, process, and technology create outstanding business outcomes and position organizations to deliver the next generation of customer and contact center experiences in an AI-driven digital world. Learn more at dmgconsult.com.
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