Workforce Optimization 2005: Emerging Call Center Performance Management.

SUMMARY

Introduction

Workforce optimization as a technology set is comprised of four component technologies, workforcemanagement, quality monitoring, agent analytics and eLearning. Datamonitor expects 2005 to be a yearof accelerated growth and development in the WOTs market. This is demonstrated by rapid growth at aCAGR of 12.1% and new vertical/regional adoption of WOTs solutions.

Scope

• The WOTs market is subject to fluid definitions and advancing functionality.
• Integrations and partnerships are key to delivering value from WOTs.
• The market for WOTs will continue to grow, across the different component types.
• Emerging performance management solutions represent the ultimate evolutionary step in thedevelopment of the WOTs market.

Report Highlights

This report highlights the changes in both functionality and business strategy in the differentcomponents of WOTs. The nature, and importance of integrations and partnerships are fully discussed.The emerging field of performance management is analyzed,

Reasons to Purchase

• Discover the nature of WOTs, their role, and importance in the CC environment. Learn about thechanges in functionality which are shaping the market.
• Datamonitors latest market forecasts reveal a market with strong growth, across the differentcomponent technologies.
• Understand the importance of partnerships and integrations. Develop new strategies for emergingperformance management solutions.

TABLE OF CONTENTS

CHAPTER 1 EXECUTIVE SUMMARY

• Defining workforce optimization technologies
• WOTs is an important driver to CC efficiency and effectiveness
• WOTs will continue to grow as an important area of functionality within the CC environment
• The WOTs market is subject to fluid definitions and advancing functionality
• Integrations and partnerships are key to delivering value from WOTs
• The market for WOTs will continue to grow across the different component types
• Emerging performance management solutions represent the ultimate evolutionary step in thedevelopment of the WOTs market

CHAPTER 2 INTRODUCTION

• Defining workforce optimization technologies
• WOTs is an important driver to CC efficiency and effectiveness
• WOTs will continue to grow as an important area of functionality within the CC environment

CHAPTER 3 THE WOTS MARKET IS SUBJECT TO FLUID DEFINITIONS AND ADVANCING FUNCTIONALITY

• Introduction
• Key findings
• Scalability, flexible deployment options and rapid integrations are the focus in WFM
• WFM represents the founding block in improving CC efficiency and effectiveness
• QM functionality continues to advance with speech analytics and 100% recording helping to drivegrowth
• Agent analytics is developing along two paths: stand-alone application and additionalfunctionality
• eLearning continues to grow in the CC. Users must choose between a stand-alone application, ormodular functionality from QM vendors
• Marketing and education will remain a key focus for WOTs vendors in 2005 and beyond
• Conclusions

CHAPTER 4 INTEGRATIONS AND PARTNERSHIPS ARE KEY TO DELIVERING VALUE FROM WOTS

• Introduction
• Key findings
• Integrations within the WOTs market follow a development path
• Stage 1: Initial integrations with core CC technologies, the starting point for WOTs deployments
• Stage 2: Intra-WOTs solution integrations, driving value beyond the ROI of one solution
• Stage 3: Enterprise application integration, delivering efficiency and competitive advantagethrough better information flow
• There are two key types of partnership possible within the WOTs space
• Intra-WOTs partnerships offer significant benefits, with a lower risk
• Partnerships outside the WOTs market offer potential benefits, but with higher risk
• Industry standards and open databases play an important role in the development of integrations
• Conclusions

CHAPTER 5 THE MARKET WILL CONTINUE TO GROW ACROSS THE COMPONENTS OF WOTS

• Introduction
• Key findings
• The WOTs market is set for significant growth through to 2009, at a CAGR of 12.1%
• Higer growth in WFM as CCs realize the benefits of efficient operations
• Strong, stable growth in QM delivered by wider adoption and advancing functionality
• Agent analytics grows at a CAGR of 31.6% through the provision of better information to CCworkers
• eLearning, set to match WFM in total market size by 2009
• Sales structures must reflect the broad range of CC types and sizes to fully access growthopportunities
• Services provision must blend into the sales process for successful deployments
• Marketing is key to enabling the growth of WOTs, especially in verticals which are nottraditional early adopters
• The competitive landscape is exceptionally diverse within the WOTs space, with single solutionvendors through to multi-solution suite players
• Workforce Management
• Quality Monitoring
• eLearning
• Agent analytics

CHAPTER 6 EMERGING PERFORMANCE MANAGEMENT SOLUTIONS REPRESENT THE ULTIMATE EVOLUTIONARY STEP INTHE DEVELOPMENT OF THE WOTS MARKET

• Introduction
• Key findings
• Integrations, partnerships and consolidation are the drivers to performance management solutions
• Any performanace management solution needs WFM as its foundation
• Agent analytics and QM vendors are likely to compete for control of the performance managementspace
• Performance management can help CCs realize value beyond the sum of the components. Servicesplay an important role
• Performance management is still for the high-end. Suites are likely to change this, but will notoffer the depth of best of breed virtual suites
• Conclusions

CHAPTER 7 APPENDIX

• SPP writing team
• The Author
• How to contact experts in your industry

List of Tables

• Table 1: Overall WOTs market by component, 2004-2009
• Table 2: WFM revenues and growth, 2004- 2009
• Table 3: WFM revenues by region, 2004 - 2009
• Table 4: NA WFM revenues by vertical, 2004 and 2009
• Table 5: EMEA WFM revenues by vertical, 2004 and 2009
• Table 6: QM revenues and growth, 2004 - 2009
• Table 7: QM revenues by region, 2004 and 2009
• Table 8: NA QM revenues, 2004 and 2009
• Table 9: EMEA QM revenues, 2004 and 2009
• Table 10: Agent analytics revenues, 2004 - 2009
• Table 11: Agent analytics revenues by region, 2004 - 2009
• Table 12: eLearning revenues by region, 2004 - 2009

List of Figures

• Figure 1: Over all WOTs market by component 2004-2009
• Figure 2: Efficiency and effectiveness through WOTs
• Figure 3: Overall WOTs market by component, 2004-2009
• Figure 4: eLearning revenues by region, 2004-2009
• Figure 5: The two variables of CC service provision
• Figure 6: The WOTs partnership ecosystem*
• Figure 6: Performance management