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2025 Workforce Management for the Enterprise Report

The new DMG Consulting LLC report provides an in-depth analysis of the WFM mature yet evolving market whose continued projected growth is attributable to factors such as increasing adoption of cloud-based solutions, growing demand for remote work management, and the need for increased productivity and operational efficiency across verticals.  

Workforce management (WFM) is so much more than the contact center productivity tool it was initially designed to be when it was introduced over 50 years ago. These solutions are being reimagined into intelligent tools that enable contact centers, back offices, branches, and other people-intensive operations to cost-effectively staff their departments while balancing the needs of the enterprise and its employees.  

The application of artificial intelligence (AI) across WFM platforms is fueling many of the enhancements in these necessary, but complex solutions. The processing power of the cloud enables AI to make previously impossible capabilities a reality. It enhances forecasting for both synchronous and asynchronous interaction types, improving accuracy by giving WFM administrators the flexibility to select the appropriate algorithm for each run. AI is being applied to revamp many aspects of scheduling, agent self-service, vacation/time-off management, long-term capacity planning, and even how and when agents receive alerts. Newly released scheduling modules allow employees to self-select their work hours (instead of fixed shifts), pick their lunch and break times (which may vary by day), make changes when needed (without involving their supervisor or WFM administrator), and a lot more. AI is playing an essential role in transforming and expanding the capabilities of WFM solutions, but for companies to more fully realize the benefits, they must also alter their culture along with their technology.  

It’s a tremendously opportunistic time in which WFM solutions are now being used to build employee engagement in contact centers instead of being leveraged to boost productivity, as has traditionally been the case. The market is undergoing a transformation now that companies realize doing business as usual in their contact centers is not enabling them to achieve their goal of improving the customer experience (CX) while reducing operating costs.

The Workforce Management for the Enterprise report provides an in-depth analysis of the contact center WFM market, the competitive landscape, vendors, product suites, technology, and innovation. The Report analyzes WFM market activity and provides 5-year projections.