TABLE OF CONTENTS
CHAPTER 1 EXECUTIVE SUMMARY
- Defining workforce optimization technologies
- WOTs is an important driver to CC efficiency and effectiveness
- WOTs will continue to grow as an important area of functionality within the CC environment
- The 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
CHAPTER 2 INTRODUCTION
- Defining workforce optimization technologies
- WOTs is an important driver to CC efficiency and effectiveness
- WOTs will continue to grow as an important area of functionality within the CC environment
CHAPTER 3 THE WOTS MARKET IS SUBJECT TO FLUID DEFINITIONS AND ADVANCING FUNCTIONALITY
- Introduction
- Key findings
- Scalability, flexible deployment options and rapid integrations are the focus in WFM
- WFM represents the founding block in improving CC efficiency and effectiveness
- QM functionality continues to advance with speech analytics and 100% recording helping to drive
growth
- Agent analytics is developing along two paths: stand-alone application and additional
functionality
- eLearning continues to grow in the CC. Users must choose between a stand-alone application, or
modular functionality from QM vendors
- Marketing and education will remain a key focus for WOTs vendors in 2005 and beyond
- Conclusions
CHAPTER 4 INTEGRATIONS AND PARTNERSHIPS ARE KEY TO DELIVERING VALUE FROM WOTS
- Introduction
- Key findings
- Integrations within the WOTs market follow a development path
- Stage 1: Initial integrations with core CC technologies, the starting point for WOTs deployments
- Stage 2: Intra-WOTs solution integrations, driving value beyond the ROI of one solution
- Stage 3: Enterprise application integration, delivering efficiency and competitive advantage
through better information flow
- There are two key types of partnership possible within the WOTs space
- Intra-WOTs partnerships offer significant benefits, with a lower risk
- Partnerships outside the WOTs market offer potential benefits, but with higher risk
- Industry standards and open databases play an important role in the development of integrations
- Conclusions
CHAPTER 5 THE MARKET WILL CONTINUE TO GROW ACROSS THE COMPONENTS OF WOTS
- Introduction
- Key findings
- The WOTs market is set for significant growth through to 2009, at a CAGR of 12.1%
- Higer growth in WFM as CCs realize the benefits of efficient operations
- Strong, stable growth in QM delivered by wider adoption and advancing functionality
- Agent analytics grows at a CAGR of 31.6% through the provision of better information to CC
workers
- eLearning, set to match WFM in total market size by 2009
- Sales structures must reflect the broad range of CC types and sizes to fully access growth
opportunities
- Services provision must blend into the sales process for successful deployments
- Marketing is key to enabling the growth of WOTs, especially in verticals which are not
traditional early adopters
- The competitive landscape is exceptionally diverse within the WOTs space, with single solution
vendors through to multi-solution suite players
- Workforce Management
- Quality Monitoring
- eLearning
- Agent analytics
CHAPTER 6 EMERGING PERFORMANCE MANAGEMENT SOLUTIONS REPRESENT THE ULTIMATE EVOLUTIONARY STEP IN
THE DEVELOPMENT OF THE WOTS MARKET
- Introduction
- Key findings
- Integrations, partnerships and consolidation are the drivers to performance management solutions
- Any performanace management solution needs WFM as its foundation
- Agent analytics and QM vendors are likely to compete for control of the performance management
space
- Performance management can help CCs realize value beyond the sum of the components. Services
play an important role
- 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
- Conclusions
CHAPTER 7 APPENDIX
- SPP writing team
- How to contact experts in your industry
List of Tables
- Table 1: Overall WOTs market by component, 2004-2009
- Table 2: WFM revenues and growth, 2004- 2009
- Table 3: WFM revenues by region, 2004 - 2009
- Table 4: NA WFM revenues by vertical, 2004 and 2009
- Table 5: EMEA WFM revenues by vertical, 2004 and 2009
- Table 6: QM revenues and growth, 2004 - 2009
- Table 7: QM revenues by region, 2004 and 2009
- Table 8: NA QM revenues, 2004 and 2009
- Table 9: EMEA QM revenues, 2004 and 2009
- Table 10: Agent analytics revenues, 2004 - 2009
- Table 11: Agent analytics revenues by region, 2004 - 2009
- Table 12: eLearning revenues by region, 2004 - 2009
List of Figures
- Figure 1: Over all WOTs market by component 2004-2009
- Figure 2: Efficiency and effectiveness through WOTs
- Figure 3: Overall WOTs market by component, 2004-2009
- Figure 4: eLearning revenues by region, 2004-2009
- Figure 5: The two variables of CC service provision
- Figure 6: The WOTs partnership ecosystem*
- Figure 6: Performance management
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