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Workforce Optimization 2005: Emerging call center performance management.
Market Report, March 2005, 2716  €


Description

IntroductionWorkforce optimization as a technology set is comprised of four component technologies, workforce management, quality monitoring, agent analytics and eLearning.
Datamonitor expects 2005 to be a year of accelerated growth and development in the WOTs market.
This is demonstrated by rapid growth at a CAGR of 12.1% and new vertical/regional adoption of WOTs solutions.ScopeThe 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 the development of the WOTs market.HighlightsWOTs are subject to fluid definitions and advancing functionality; integrations and partnerships are key to delivering value from WOTs; the market will continue to grow across the components; and emerging performance management solutions represent the ultimate evolutionary step in the development of WOTs.Reasons to PurchaseDiscover the nature of WOTs, their role, and importance in the CC environment.
Learn about the changes in functionality which are shaping the market.Datamonitor's latest market forecasts reveal a market with strong growth, across the different component technologies.Understand the importance of partnerships and integrations.
Develop new strategies for emerging performance management solutions.

Sommaire
 
TABLE OF CONTENTS
 
CHAPTER 1 EXECUTIVE SUMMARY 3
 
Defining workforce optimization technologies 3
 
WOTs is an important driver to CC efficiency and effectiveness 3
 
WOTs will continue to grow as an important area of functionality within the CC environment 4
 
The WOTs market is subject to fluid definitions and advancing functionality 4
 
Integrations and partnerships are key to delivering value from WOTs 5
 
The market for WOTs will continue to grow across the different component types 5
 
Emerging performance management solutions represent the ultimate evolutionary step in the development of the WOTs market 7
 
CHAPTER 2 INTRODUCTION 14
 
Defining workforce optimization technologies 14
 
WOTs is an important driver to CC efficiency and effectiveness 14
 
WOTs will continue to grow as an important area of functionality within the CC environment 16
 
CHAPTER 3 THE WOTS MARKET IS SUBJECT TO FLUID DEFINITIONS AND ADVANCING FUNCTIONALITY 17
 
Introduction 17
 
Key findings 17
 
Scalability, flexible deployment options and rapid integrations are the focus in WFM 18
 
WFM represents the founding block in improving CC efficiency and effectiveness 18
 
QM functionality continues to advance with speech analytics and 100% recording helping to drive growth 19
 
Agent analytics is developing along two paths: stand-alone application and additional functionality 20
 
eLearning continues to grow in the CC. Users must choose between a stand-alone application, or modular functionality from QM vendors 21
 
Marketing and education will remain a key focus for WOTs vendors in 2005 and beyond 21
 
Conclusions 22
 
CHAPTER 4 INTEGRATIONS AND PARTNERSHIPS ARE KEY TO DELIVERING VALUE FROM WOTS 23
 
Introduction 23
 
Key findings 23
 
Integrations within the WOTs market follow a development path 24
 
Stage 1: Initial integrations with core CC technologies, the starting point for WOTs deployments 24
 
Stage 2: Intra-WOTs solution integrations, driving value beyond the ROI of one solution 24
 
Stage 3: Enterprise application integration, delivering efficiency and competitive advantage through better information flow 25
 
There are two key types of partnership possible within the WOTs space 26
 
Intra-WOTs partnerships offer significant benefits, with a lower risk 26
 
Partnerships outside the WOTs market offer potential benefits, but with higher risk 27
 
Industry standards and open databases play an important role in the development of integrations 29
 
Conclusions 29
 
CHAPTER 5 THE MARKET WILL CONTINUE TO GROW ACROSS THE COMPONENTS OF WOTS 31
 
Introduction 31
 
Key findings 31
 
The WOTs market is set for significant growth through to 2009, at a CAGR of 12.1% 32
 
Higer growth in WFM as CCs realize the benefits of efficient operations 34
 
Strong, stable growth in QM delivered by wider adoption and advancing functionality 36
 
Agent analytics grows at a CAGR of 31.6% through the provision of better information to CC workers 38
 
eLearning, set to match WFM in total market size by 2009 39
 
Sales structures must reflect the broad range of CC types and sizes to fully access growth opportunities 40
 
Services provision must blend into the sales process for successful deployments 40
 
Marketing is key to enabling the growth of WOTs, especially in verticals which are not traditional early adopters 42
 
The competitive landscape is exceptionally diverse within the WOTs space, with single solution vendors through to multi-solution suite players 42
 
Workforce Management 42
 
Quality Monitoring 44
 
eLearning 47
 
Agent analytics 47
 
CHAPTER 6 EMERGING PERFORMANCE MANAGEMENT SOLUTIONS REPRESENT THE ULTIMATE EVOLUTIONARY STEP IN THE DEVELOPMENT OF THE WOTS MARKET 49
 
Introduction 49
 
Key findings 49
 
Integrations, partnerships and consolidation are the drivers to performance management solutions 50
 
Any performanace management solution needs WFM as its foundation 50
 
Agent analytics and QM vendors are likely to compete for control of the performance management space 50
 
Performance management can help CCs realize value beyond the sum of the components. Services play an important role 51
 
Performance management is still for the high-end. Suites are likely to change this, but will not offer the depth of best of breed virtual suites 53
 
Conclusions 53
 
CHAPTER 7 APPENDIX 54
 
SPP writing team 54
 
How to contact experts in your industry 55
 

 

 
LIST OF TABLES
 
Table 1: Overall WOTs market by component, 2004-2009 32
 
Table 2: WFM revenues and growth, 2004- 2009 34
 
Table 3: WFM revenues by region, 2004 - 2009 34
 
Table 4: NA WFM revenues by vertical, 2004 and 2009 35
 
Table 5: EMEA WFM revenues by vertical, 2004 and 2009 35
 
Table 6: QM revenues and growth, 2004 - 2009 36
 
Table 7: QM revenues by region, 2004 and 2009 36
 
Table 8: NA QM revenues, 2004 and 2009 37
 
Table 9: EMEA QM revenues, 2004 and 2009 37
 
Table 10: Agent analytics revenues, 2004 - 2009 38
 
Table 11: Agent analytics revenues by region, 2004 - 2009 38
 
Table 12: eLearning revenues by region, 2004 - 2009 39
 

 

 
LIST OF FIGURES
 
Figure 1: Over all WOTs market by component 2004-2009 6
 
Figure 2: Efficiency and effectiveness through WOTs 15
 
Figure 3: Overall WOTs market by component, 2004-2009 33
 
Figure 4: eLearning revenues by region, 2004-2009 39
 
Figure 5: The two variables of CC service provision 41
 
Figure 6: Performance management 52
 

 
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