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WFO Continues to Evolve With Cloud, New Capabilities

Call Recording Featured Article

WFO Continues to Evolve With Cloud, New Capabilities

June 12, 2015

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By Paula Bernier,
Executive Editor, TMC
 


The cloud is impacting much of IT and the service provider world, and the contact center space and workforce optimization related to that are no exception.

“The WFO market has reached a turning point as technology and customer care continue to evolve at breakneck speed,” according to DMG Consulting. “Having performed well in both strong and weak economic environments for decades, the time has come for a new generation of WFO solutions to emerge. Mega-trends like omnichannel customer interaction, utilizing big data to improve the customer journey, and gamification are driving much of the evolution of this sector, while tech trends like mobility and the cloud are forcing vendors to invest to meet the needs of a changing workforce and consumer base.”


WFO suites, according to DMG, typically come with recording and quality assurance/quality management applications and at least three of the following eight modules: coaching, e-learning, performance management, surveying, speech analytics, workforce management, desktop analytics and text analytics. Gamification, DMG notes, is also an emerging WFO application.

Verint (News - Alert) and NICE continue to dominate the WFO space, with a combined 58.5 percent market share, ResearchandMarkets says. Aspect moved into the third place position early last year, but that spot is highly sought after by the wide array of WFO players. This space also includes ASC, Avaya, Cacti, Calabrio, ComputerTel, Coordinated Systems, CTI (News - Alert) Group, dvsAnalytics, Enghouse Systems, Envision, Genesys, Hewlett-Packard, HigherGround, inContact (which acquired Uptivity last spring), Interactive Intelligence, KnoahSoft, Magnetic North, Mitel (News - Alert) (which acquired OAISYS in 2014), NICE Systems, OnviSource, TantaComm, TelStrat, Verint Systems, VirtualLogger, VPI, Xarios, and ZOOM International.

Verint Workforce Optimization, part of the company’s Customer Engagement Optimization suite, provides visibility into people, processes, and work across multiple functional areas of the enterprise. It enhances employee productivity across front- and back-office operations, delivering real-time guidance needed to improve customer experiences and create smarter and more engaged employees with the tools needed to meet rising expectations. With this intelligence, organizations can understand what’s happening in their businesses and why – and make better, faster, and easier decisions. Verint’s WFO suite of solutions works across enterprise interaction channels that impact the customer experience, such as contact centers, branch operations, marketing and customer care, and the back office. Recent analytics, visualization, and ease-of-use enhancements enrich communications, improve business processes, and optimize the workforce.

The NICE Workforce Optimization suite is comprised of tightly integrated solutions, enabling organizations to improve agent productivity, identify performance gaps, deliver targeted coaching, and effectively forecast workloads and schedule staff. It fosters performance-driven operations and culture, leverages the power of advanced analytics, and embeds the voice of the customer into daily operations to engage employees. The suite connects systems across an organization and can be implemented on premises, as a hosted solution, or via the cloud as a software as a service model. By connecting systems, NICE Workforce Optimization Suite helps align employees around clear, individual goals based on performance data to foster heightened transparency to increase front-line employee productivity and revenue generation, develop targeted agent training to address knowledge gaps, and provide accountability to accelerate performance metrics across time. Each front line employee can drill from surface metric to root cause to understand how they can improve. Speech and text analytics provide a real-time guide to ensuring each agent can provide the best experience at every interaction. In addition, clear performance data lets supervisors target their energy at the people and topics that will benefit most from training and assistance.




Edited by Dominick Sorrentino
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