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2015 - 2016 Workforce Optimization Product and Market Report - Research and MarketsResearch and Markets (http://www.researchandmarkets.com/research/sp9hpq/2015_2016) has announced the addition of the "2015 - 2016 Workforce Optimization Product and Market Report" report to their offering. This year's Report, our 12th annual edition, provides an in-depth analysis of the contact center workforce optimization (WFO) market, competitive landscape, product suites and innovation, as well as technology, servicing and management trends that are driving the market. The Report also provides an insightful analysis of WFO market activity for the first half of 2015, and provides 5-year market projections for the 12 WFO application components. Customer expectations, enterprise servicing goals and market dynamics are changing. To help organizations deliver on their promise of great and personalized service, a new wave of WFO suites are emerging, focused on engaging and empowering agents through a blend of WFM, analytics-enabled QA, gamification and enterprise feedback management. These new suites are being supported by innovative real-time and mobility capabilities. The WFO market is in transition, from a product and delivery perspective, as reflected by the growing demand for cloud-based WFO solutions. This is presenting a great opportunity for the vendors to step up to meet the market's evolving and expanding needs. The result should be a great dea of innovation during the next five years. A lack of visibility and control and under-investment in back-office and branch operating areas has resulted in service quality issues that increase costs and negatively impact the customer experience. It's time for companies to do something about the back-office challenge. WFO solutions, once intended solely for contact centers, are emerging for front- and back-office use. Contact center WFO suites are getting a much-needed facelift to improve system usability, navigation and benefits, at the same time as they are being enhanced with back-office capabilities. With 2.5 times more employees than the front office, back-office departments represent a huge opportunity for sales of these new targeted solutions. Key Topics Covered: 1. Executive Summary 2. Introduction 3. Consulting Research Methodology 4. WFO Market Segments 5. Workforce Optimization Defined 6. Service Delivery Models for Workforce Optimization Solutions 7. Workforce Optimization Trends and Challenges 8. Workforce Optimization Market Innovation 9. Top Contact Center Servicing Trends and Initiatives for 2015 10. Any Way They Want It: Omni-Channel Customer Experience and Engagement 11. Enterprise Feedback Management/Voice of the Customer 12. Employee Engagement: A "Suite" Proposal 13. Using Analytics to Capture, Analyze and Transform the Customer Experience 14. Payment Card Industry Data Security Standard Requirements for Contact Centers 15. Back-Office Workforce Optimization Suites 16. Workforce Optimization Market Activity Analysis 17. Workforce Optimization Market Projections for 2015 through 2019 18. Contact Center WFO Competitive Landscape 19. Workforce Optimization Vendors and Solutions 20. Detailed Functional Analysis 21. Workforce Optimization Customer Satisfaction Survey 22. Pricing 23. Company Reports - Aspect Software Inc. - Avaya Inc. - Calabrio - HP WFO Software - Interactive Intelligence, Inc. - OnviSource - TelStrat International, LTD - VPI - Verint Systems - ZOOM International - dvsAnalytics - inContact, Inc. For more information visit http://www.researchandmarkets.com/research/sp9hpq/2015_2016
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