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SUMMARY
Business Opportunities, Strategies And Market Potential
A Landmark Effort Packed With Exclusive Data - Through 2010!
- In-depth Discussion of Significant Trends And The Forces And Issues
Impacting The Market Today
- Complete Analysis of Market Size and Complexion
- Highly Detailed Profiles Of Major Vendors
- Examination of the forces driving the market, including the Impact of
VoIP and Legal/Regulatory Decisions
- Shifting Strategies To Accommodate The New Economy: What's Next?
- Identification and Quantification of Attractive New Market Opportunities
- Discussions On Pricing, Applications, Technology, And The State Of
Competition
- Emerging New Market Dynamics: Outlook And Implications
- Market Shares by Product Composition and Geography
- Worldwide Market Forecasts - Through 2010
In the late 90's, and most emphatically in the past five years, we have seen a
blurring of the lines between the formerly discrete product categories that
address the customer interaction and workforce performance needs of call
centers and related back office operations. Vendors, driven by customer
demand and the emergence of industry standard interfaces, shifted to more open
architectures, making it easier for third parties to build specialized
applications that ported to the ACD's and IVR's that formed the nexus of call
center communications systems. Easier connectivity and economic forces also
contributed to a sharp acceleration in industry consolidation. Finally,
applications originally conceived as tools for improving the efficiency and
cost-effectiveness of the call center are now being successfully applied to
other business functions.
Resourceful enterprises are using voice and data recording systems to verify
transactions, verify compliance with laws and regulations, and to improve the
productivity of certain back office applications. Performance management
tools are being successfully used to identify process improvements at all
levels of the enterprise. Analytics applications originally conceived as a
means of zeroing in on the "root causes" of call center performance deviations
and delivering "actionable intelligence" to guide decision-making, have proved
to be useful in delivering strategic marketing intelligence, such as
evaluating the impact of promotional campaigns and isolating the causes of
customer defections.
One thing is clear. The market is changing, and for many that change will be
dramatic and irrevocable.
Nobody studies the emerging contact center markets more thoroughly or
consistently than The PELORUS Group. For two decades, we've been a leader in
identifying the salient trends upon which the industry will pivot, providing a
reliable source for accurate market sizing, and bold, uncompromising
opportunity assessment. "2007 Wold Contact Center Workforce Management
Systems Market" is an exclusive report, the third of a series. Its insights
and analyses are the result of continuous hands-on research into the
ever-changing contact center landscape. The data you will find in its pages
can be found nowhere else - they are exclusive, as are the models employed to
map out and delineate market trends and potential over each of the next five
years. "2007 Wold Contact Center Workforce Management Systems Market" has
been prepared with one goal in mind: To help players define and realize their
objectives.
What Distinguishes "2007 World Contact Center Workforce Management Systems Market" From Other Reports:
- This report focuses exclusively on workforce optimization systems. We
don't treat quality monitoring as just one of several agent optimization
applications
- This report is global. The analysis and market shares reflect regional
differences in trends, drivers, and product adoption. Market shares are
provided for North America, EMEA, and Rest-of-World.
- The report includes market share tables, with breakdowns by geography,
product type, and revenue components.
- This report provides in-depth profiles of leading vendors. Each profile
is over 1000 words and includes a corporate backgrounder, a detailed
examination of products, and a discussion of the vendor's strategies.
- The report is client-driven. Leading vendors provided input on research
direction and scope and participated throughout the process with shipment and
pricing input, hour-long executive interviews, and reviews of the their
individual profiles to assure accuracy.
- The study examines in detail the core strategies used by workforce
optiminzation system vendors and evaluates their applications and
effectiveness.
- The research identifies opportunities in underserved markets and
emphasizes promising new strategies.
- This research looks into the future -- not just in terms of numbers, but
the meaning behind the numbers. Unlike a lot of third-party research reports,
assumptions are clearly spelled out so the reader understands the basis of all
the analyses and forecasts.
TABLE OF CONTENTS
INTRODUCTION
- Mission
- Workforce Optimization Market
- Recording
- Workforce Management
- Performance Management
- e-Learning
- Analytics
- WFO Market Size
- Tables:
- Workforce Optimization in Contact Centers Market Size by Sector World
(2005)
EXECUTIVE SUMMARY
- Evolution of Workforce Management
- Goals and Methods
- Summary of Findings
- Global Contact Centers
- Market Size and Distribution
- Major Trends -- Macro Level
- Contact Center Trends
- Vendor Trends
- Market Drivers
- Market Constraints
- Market Growth
- Market Share
- Success Factors
- Tables:
- Features and Functions of Modern Workforce Management Systems
- Agents by Geography, World 2006
- Aggregate Revenue, WFM Software and Services World (2006)
- WFM Sales Forecast, World (2005 to 2012)
- Market Shares, Total Revenues, World (2006)
MARKET OVERVIEW
- Introduction
- Business Environment Trends
- Service Dominated Economies
- Service as a Competitive Differentiator
- Healthy Global Economic Outlook
- Tightening Labor Markets
- Growth of Telework
- Business Process Outsourcing
- Multi-Lingual Societies
- Advances in Technology
- Laws and Regulations
- Growing Concern over Global Terrorism
- Contact Center Trends
- Recognition of the Contact Center as a Strategic Resource
- Changing Role of the Contact Center
- Agent Specialization
- Multi-Site Call Centers
- Multi-Channel Communications
- Home Agents
- Industry Consolidation
- Revisiting Metrics
- WFM Vendor Trends
- Inbound, Outbound, and Blended
- Scheduling Off-Phone Time
- Skills-Based Planning
- "What If" Scenario Simulations
- Agent Empowerment
- On-Demand Model
- Easier Integration
- Multi-Channel Scheduling
- Transition to "Workforce Optimization"
- Market Drivers
- Growth in Agent Population
- Low Penetration Among Call Centers
- High Labor Costs
- More Powerful Products
- Open Architecture
- Rapid Growth in Southeast Asia and Other Low-Wage Regions
- Recognition that Small Call Centers Need WFM as Well
- Labor Laws and Regulations
- On-Demand Delivery Option
- Applications Beyond the Call Center
- Market Constraints
- Move to Self-Service
- Maturing Market
- Difficulties in Forecasting
- Underutilization of Capabilities
- Lack of Trained WFM Managers
- Low Cost of Agents Mitigates Need for Optimizing Adherence
- Dissatisfaction With WFM
- Lack of Product for Smaller Call Centers
- Figures:
- WFM Trend Levels
- Internet Penetration By World Region
- Tables:
- Business Environment Trends
- Contact Center Trends
- WFM Vendor Trends
- Market Drivers
- Market Constraints
MARKET SIZE, SHARE, AND FORECAST
- Global Contact Centers
- Market Size and Distribution
- World Market Shares
- Market Shares by Global Region
- A Word about Market Forecasts
- Table
- Agents by Geography, World 2006
- Agents by Call Center Size, World (2006)
- Estimated WFM Penetration Size of Call Center, World (2006)
- Aggregate Revenue, WFM Software and Services, World (2006)
- WFM Sales and Number of Agents by Region, World (2006)
- Distribution of Sales by Source, World (2006)
- Market Shares, Total Revenues, World (2006)
- Market Shares, License Revenues, World (2006)
- Market Shares, Total Revenue, North America (2006)
- Market Shares, Total Revenue, EMEA (2006)
- Market Shares, Total Revenue, ROW (2006)
- Comparison of Forecast Revenues to Actual, World - 2004 and 2005
- Actual and Forecast Revenues, World (2005 to 2012)
VENDOR PROFILES
- Aspect Software
- Background
- Products
- Differentiators
- Envision Telephony, Inc.
- Background
- Product
- Differentiators
- GMT Corporation
- Background
- Products
- Differentiators
- IEX Corporation
- Background
- Products
- Differentiators
- Left Bank Solutions, Inc.
- Background
- Products
- Differentiators
- Pipkins, Inc.
- Background
- Products
- Differentiators
- Teleopti AB
- Background
- Products
- Differentiators
- Witness Systems
- Background
- Products
- Forecasting
- Scheduling
- Adherence
- Performance Management
- Differentiators
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