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2023-2024 Enterprise Workforce Engagement Management Product and Market Report - DMG Consulting Research
Artificial intelligence (AI) is influencing and changing how
companies interact with their customers and employees. While we’re still in the
initial stages of applying AI, it’s already demonstrating its contributions to
improving the customer and employee experience (CX and EX). AI is going to
dramatically alter and reenergize the service world and drive new and significantly
enhanced workforce engagement management (WEM) solutions that help contact
centers, back-office departments, branches, and other people-intensive
operations achieve their goals and enable their companies to deliver a new
level of CX. It’s clear that organizations need WEM solutions now more than
ever.
It’s a very exciting and opportune time for WEM solutions. While
the number of standalone WEM vendors has decreased due to acquisitions by
contact center as a service (CCaaS) providers, the need for WEM applications
and tools that elevate the CX, engage and empower employees, deliver actionable
insights to enterprise managers, and improve contact center quality and
productivity has never been greater. This is where the newly reimagined WEM
platform comes in. WEM is evolving to meet the dynamic needs of AI-enabled
enterprises and service functions. Next-gen WEM is no longer simply a suite of
interrelated solutions; instead, it is transforming into a series of
interoperable applications built with microservices and application programming
interfaces (APIs). Underlying the applications are several foundational layers
that the applications will plug into. WEM is becoming an open enterprise-grade
platform of applications intended to capture, analyze, and enhance all actions
performed on behalf of and for the benefit of customers in their end-to-end
journey. These developments are helping to ensure a consistently outstanding
and cost-effective CX.
The 2023-2024 Enterprise Workforce Engagement Management Product and Market Report analyzes 5 leading and contending vendors who are
positioned to deliver the WEM platform of the future: Calabrio, Five9, NICE,
OnviSource, and Verint. This Report is intended to help contact center, IT, and
enterprise leaders select the optimal solutions, technology, functionality, and
partner to meet their organization’s current and future WEM requirements.
Key findings
- WEM suites are transforming into next-gen platforms that support
the increasingly complex, varied, and growing requirements of contact centers
and all other customer-facing departments that leverage them to improve the CX,
EX, and productivity
- Next-gen WEM platforms offer ease of integration and
interoperability with third-party and proprietary operating systems; this is a
major change from the closed WEM suites of the past, and it will position
companies to leverage their intelligence throughout the enterprise
- AI technology, including generative AI, is enabling key
enhancements throughout WEM platforms and setting the stage for a continuous
stream of practical innovation that delivers quantifiable benefits to
enterprises, employees, and their customers
- Availability of generative AI and contact center-focused and
vertical-specific large language models (LLMs) is enabling new best-of-breed
competitors to enter the WEM technology sector, particularly with real-time
guidance, analytics-enabled quality management (AQM), and automated post-interaction
summarization offerings
- WEM solutions are better than ever; they are a critical part
of providing agents with intelligent tools and automation to enable and empower
them to be customer advocates, enriching their jobs and contributions to the
enterprise
- AI-enabled business intelligence applications that provide
advanced dashboards, reporting, analytics, and are designed for ease of use by
business leaders are becoming a core component of next-gen WEM platforms.
DMG Research Methodology
DMG Consulting employs a well-defined, structured, and
rigorous research methodology for all of its industry research and reports. The
research process for the 2023-2024 Enterprise Workforce Engagement Management
Product and Market Report:
- Started with a comprehensive review of the worldwide WEM competitors
to identify vendors that qualify for participation
- Next, DMG Consulting created a detailed questionnaire
(similar to an RFI) to gain in-depth insights into each vendor and their
solutions to analyze their technology; products; functionality; security and
compliance capabilities; business intelligence, reporting, and dashboards;
pricing; and more
- This was followed by a comprehensive briefing session and
live product demonstration with each participating vendor to see their current
generally available product and validate their questionnaire responses
- DMG Consulting also conducted an independent survey of each WEM
provider’s customers to measure end-user satisfaction with their vendor and
products, including: implementation, support, professional services, training,
innovation, responsiveness, and communication
- After all the information was collected and validated for
accuracy, the participating vendors and products were analyzed and critiqued
- Analysis findings, along with information to assist
enterprises in their selection process and implementation, are reflected in
this industry report