DMG Consulting Releases 2021 – 2022 Workforce Optimization/Workforce Engagement Management Product and Market Report

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services

What: Releases 2021 – 2022 Workforce Optimization/Workforce Engagement Management Product and Market Report

When: Today, 17 December 2021

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 2021 – 2022 Workforce Optimization/ Workforce Engagement Management Product and Market Report. DMG’s 18th annual edition of the Report highlights how these essential solutions are evolving to meet the needs of the hybrid workforce, support the artificial intelligence (AI)-enabled digitally transformed contact center, and heighten the profile of contact centers as important corporate contributors.

The pace of innovation in the contact center is more rapid than at any time in the past. Artificial intelligence, automation, analytics, digital transformation, self-service, and a lot more are changing the entire servicing world. Major innovations are occurring in the form of intelligent, AI-enabled conversational self-service solutions that customers find compelling and convenient. These solutions, along with greatly enhanced automation applications, are taking on the bulk of routine inquiries, freeing agents to handle more complex and high-value interactions. Workforce optimization/workforce engagement management (WFO/WEM) applications are giving enterprise leaders the information and insights they need to greatly enhance their organizations, helping them deliver a coveted service experience while becoming employers of choice for agents. Many of the 12 WFO/WEM applications that comprise these suites should be rolled out to multiple customer-facing departments in the enterprise.

At the same time, companies that want to deliver an outstanding CX must provide a flexible and rewarding work environment that enables them to hire and retain great agents. Enterprise leaders have awakened to the need to update their business practices to address longstanding issues and re-examine compensation for agents, who deserve recognition for vital contributions to their companies. Workforce optimization/workforce engagement management solutions provide important tools to transform the management of contact centers, which should be run with the same expectations and scheduling flexibility as any other department in a company; this includes reasonable occupancy rates and flexible working hours, breaks and vacations, as well as the option to work on-site or remotely. “The technology and applications needed to enhance the management of contact centers are available, as evidenced by the transformation of these departments in the last couple of years,” says Donna Fluss, President of DMG Consulting LLC. “All that remains is for corporate and departmental leaders to get on board and work with employees to implement the changes.”

The 2021 – 2022 Workforce Optimization/ Workforce Engagement Management Product and Market Report presents an in-depth analysis of the trends, competitive landscape, product suites, technology and innovation in this vital contact center sector. The Report features 7 leading and contending vendors: Alvaria, Calabrio, Eleveo, Five9, NICE, OnviSource and Verint. Three additional vendors – Authority Software, DVSAnalytics and Playvox – are covered at a high level. To learn more about the 2021 – 2022 Workforce Optimization/ Workforce Engagement Management Product and Market Report, visit dmgconsult.com, or contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098. To order your copy of the Report, visit dmgconsult.com.

DMG Consulting LLC
6 Crestwood Dr.
West Orange, NJ 07052

Contact: Deborah Navarra
DMG Consulting LLC
516-628-1098
deborah.navarra@dmgconsult.com

About DMG Consulting LLC

DMG Consulting LLC advises enterprises, vendors and the financial community on all aspects of acquiring, operating, optimizing, developing and investing in the customer experience (CX) and its enabling technologies. A leader in vendor-agnostic research and consulting, DMG is the only firm whose expertise spans operations and technology. Its annual in-depth reports on contact center and back-office industry sectors, including contact center as a service (CCaaS), digital customer service, intelligent virtual agents, interaction analytics, robotic process automation (RPA), workforce optimization (WFO) and more, yield the accurate market sizing, trend identification, growth predictions, functional capabilities and pricing that DMG’s global clients rely on to make critical business decisions. Learn more at dmgconsult.com.

This release was published on openPR.