Market Overview:
The global customer engagement centre workforce optimization market is expected to grow at a CAGR of 10.8% from 2018 to 2030. The growth in the market can be attributed to the increasing demand for customer engagement centre workforce optimization solutions due to the rising need for improving customer experience and reducing operational costs. The market is segmented on the basis of type, application, and region. On the basis of type, the market is segmented into hardware and software. Hardware accounted for a larger share of the global customer engagement centre workforce optimization market in 2017 owing to its ability to provide real-time insights into agent performance and improve contact center operations.
Product Definition:
Workforce optimization provides your customer engagement center with the ability to manage and optimize your contact center agent resources. It enables you to forecast staffing needs, schedule agents, and make changes quickly in order to meet customer demand. Additionally, workforce optimization provides insight into how best to use your agents’ time based on skill sets and preferences. This allows you to provide a better customer experience by ensuring that the right agent is speaking with the right customer at the right time.
Hardware:
Hardware is the part of technology that can be seen and felt. It includes devices like computers, tablets, smartphones, wearables and other smart devices. Hardware helps in increasing productivity by decreasing human errors at every level of a organization through automation of processes.
Software:
Software and it's usage in Customer Engagement Centre (CEC) workforce optimization market is used by enterprises to increase the efficiency of their customer engagement operations. The software helps CEC departments to effectively manage employee time, resources, projects, and tasks. It also provides a platform for integrating communication tools such as email & instant messaging along with social media platforms such as Facebook & Twitter which further helps in increasing the operational efficiency of CEC departments.
Application Insights:
The banking, financial services, and insurance (BFSI) segment dominated the global customer engagement centre workforce optimization market in 2017. The BFSI sector is one of the leading adopters of digital technologies such as big data analytics and cloud computing. As a result, it is expected to emerge as one of the fastest-growing segments over the forecast period.
Utilities are also anticipated to witness significant growth over the coming years owing to increasing demand for energy management solutions from both residential and commercial consumers. Moreover, utilities are characterized by their strong IT infrastructure that supports legacy systems running on mainframe computers that cannot be easily upgraded with modern software applications or cloud-based services. This has resulted in an increased demand for CECs at large centers with advanced capabilities designed especially for utility companies.
Manufacturing is another industry where CECs have gained prominence due to various factors such as complexity increases throughout history; technological advancements driving automation; need for managing increasingly large production facilities; etc.
Regional Analysis:
The North American region dominated the global customer engagement center workforce optimization market in 2017. The growth of this regional market can be attributed to the presence of a large number of CXC providers, such as IBM Corporation; DXC Technology Company; and Oracle Corporation. In addition, increasing adoption of cloud-based technologies by these companies is also expected to drive demand for workforce optimization solutions in this region over the forecast period.
Asia Pacific is anticipated to emerge as the fastest-growing regional market over the forecast period owing to significant developments taking place in various industries, such as banking and financial services (BFS), telecom, logistics and transportation (T&T), healthcare & life sciences, manufacturing & automotive across countries like India China Japan Australia New Zealand Singapore South Korea Indonesia Thailand Vietnam Philippines Brazil Colombia Argentina Mexico Saudi Arabia United Arab Emirates Qatar Bahrain Egypt Israel Jordan Nigeria Pakistan Iran Turkey etc., which are majorly driving demand for customer engagement solutions including call centers across these regions.
Growth Factors:
- Increased demand for customer engagement services: The customer engagement centre workforce optimization market is expected to grow at a CAGR of 9.5% from 2016 to 2021, owing to the increasing demand for customer engagement services across different industry verticals.
- Proliferation of digital channels: The growth of digital channels has led to an increase in the number of customer interactions, which in turn is driving the need for workforce optimization solutions.
- Emergence of social media: Social media has emerged as a powerful tool for engaging customers and providing them with personalized experiences. This is driving the need for solutions that can help organizations effectively manage their social media interactions.
- Growing focus on omni-channel customer experience: Organizations are increasingly focusing on delivering omni-channel customer experiences, which requires effective management and coordination between different channels such as phone, email, chat, and social media platforms etcetera . This is fueling the demand for workforce optimization solutions that can help manage multi-channel interactions effectively . 5) Increasing adoption of cloud-based solutions: Cloud-based WFO solutions offer several benefits such as scalability, flexibility ,and cost effectiveness , which is why they are gaining traction among organizations worldwide
Scope Of The Report
Report Attributes
Report Details
Report Title
Customer Engagement Centre Workforce Optimization Market Research Report
By Type
Hardware, Software
By Application
BFSI, Manufacturing, Healthcare, IT And ITES, Utilities, Others
By Companies
Verint, Calabrio, Aspect, Avaya, Genesys
Regions Covered
North America, Europe, APAC, Latin America, MEA
Base Year
2021
Historical Year
2019 to 2020 (Data from 2010 can be provided as per availability)
Forecast Year
2030
Number of Pages
128
Number of Tables & Figures
90
Customization Available
Yes, the report can be customized as per your need.
Global Customer Engagement Centre Workforce Optimization Market Report Segments:
The global Customer Engagement Centre Workforce Optimization market is segmented on the basis of:
Types
Hardware, Software
The product segment provides information about the market share of each product and the respective CAGR during the forecast period. It lays out information about the product pricing parameters, trends, and profits that provides in-depth insights of the market. Furthermore, it discusses latest product developments & innovation in the market.
Applications
BFSI, Manufacturing, Healthcare, IT And ITES, Utilities, Others
The application segment fragments various applications of the product and provides information on the market share and growth rate of each application segment. It discusses the potential future applications of the products and driving and restraining factors of each application segment.
Some of the companies that are profiled in this report are:
- Verint
- Calabrio
- Aspect
- Avaya
- Genesys
Highlights of The Customer Engagement Centre Workforce Optimization Market Report:
- The market structure and projections for the coming years.
- Drivers, restraints, opportunities, and current trends of market.
- Historical data and forecast.
- Estimations for the forecast period 2030.
- Developments and trends in the market.
- By Type:
- Hardware
- Software
- By Application:
- BFSI
- Manufacturing
- Healthcare
- IT And ITES
- Utilities
- Others
- Market scenario by region, sub-region, and country.
- Market share of the market players, company profiles, product specifications, SWOT analysis, and competitive landscape.
- Analysis regarding upstream raw materials, downstream demand, and current market dynamics.
- Government Policies, Macro & Micro economic factors are also included in the report.
We have studied the Customer Engagement Centre Workforce Optimization Market in 360 degrees via. both primary & secondary research methodologies. This helped us in building an understanding of the current market dynamics, supply-demand gap, pricing trends, product preferences, consumer patterns & so on. The findings were further validated through primary research with industry experts & opinion leaders across countries. The data is further compiled & validated through various market estimation & data validation methodologies. Further, we also have our in-house data forecasting model to predict market growth up to 2030.
Regional Analysis
- North America
- Europe
- Asia Pacific
- Middle East & Africa
- Latin America
Note: A country of choice can be added in the report at no extra cost. If more than one country needs to be added, the research quote will vary accordingly.
The geographical analysis part of the report provides information about the product sales in terms of volume and revenue in regions. It lays out potential opportunities for the new entrants, emerging players, and major players in the region. The regional analysis is done after considering the socio-economic factors and government regulations of the countries in the regions.
How you may use our products:
- Correctly Positioning New Products
- Market Entry Strategies
- Business Expansion Strategies
- Consumer Insights
- Understanding Competition Scenario
- Product & Brand Management
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- Identifying Appropriate Advertising Appeals
8 Reasons to Buy This Report
- Includes a Chapter on the Impact of COVID-19 Pandemic On the Market
- Report Prepared After Conducting Interviews with Industry Experts & Top Designates of the Companies in the Market
- Implemented Robust Methodology to Prepare the Report
- Includes Graphs, Statistics, Flowcharts, and Infographics to Save Time
- Industry Growth Insights Provides 24/5 Assistance Regarding the Doubts in the Report
- Provides Information About the Top-winning Strategies Implemented by Industry Players.
- In-depth Insights On the Market Drivers, Restraints, Opportunities, and Threats
- Customization of the Report Available
Frequently Asked Questions?
Customer engagement centres (CECs) are organizations that focus on customer service and satisfaction. They often have teams that work to improve the customer experience, including workforce optimization. Workforce optimization can include things like improving communication and collaboration between teams, developing talent management plans, and creating systems that track employee performance.
Some of the key players operating in the customer engagement centre workforce optimization market are Verint, Calabrio, Aspect, Avaya, Genesys.
The customer engagement centre workforce optimization market is expected to register a CAGR of 10.8%.
Chapter 1 Executive Summary
Chapter 2 Assumptions and Acronyms Used
Chapter 3 Research Methodology
Chapter 4 Customer Engagement Centre Workforce Optimization Market Overview
4.1 Introduction
4.1.1 Market Taxonomy
4.1.2 Market Definition
4.1.3 Macro-Economic Factors Impacting the Market Growth
4.2 Customer Engagement Centre Workforce Optimization Market Dynamics
4.2.1 Market Drivers
4.2.2 Market Restraints
4.2.3 Market Opportunity
4.3 Customer Engagement Centre Workforce Optimization Market - Supply Chain Analysis
4.3.1 List of Key Suppliers
4.3.2 List of Key Distributors
4.3.3 List of Key Consumers
4.4 Key Forces Shaping the Customer Engagement Centre Workforce Optimization Market
4.4.1 Bargaining Power of Suppliers
4.4.2 Bargaining Power of Buyers
4.4.3 Threat of Substitution
4.4.4 Threat of New Entrants
4.4.5 Competitive Rivalry
4.5 Global Customer Engagement Centre Workforce Optimization Market Size & Forecast, 2018-2028
4.5.1 Customer Engagement Centre Workforce Optimization Market Size and Y-o-Y Growth
4.5.2 Customer Engagement Centre Workforce Optimization Market Absolute $ Opportunity
Chapter 5 Global Customer Engagement Centre Workforce Optimization Market Analysis and Forecast by Type
5.1 Introduction
5.1.1 Key Market Trends & Growth Opportunities by Type
5.1.2 Basis Point Share (BPS) Analysis by Type
5.1.3 Absolute $ Opportunity Assessment by Type
5.2 Customer Engagement Centre Workforce Optimization Market Size Forecast by Type
5.2.1 Hardware
5.2.2 Software
5.3 Market Attractiveness Analysis by Type
Chapter 6 Global Customer Engagement Centre Workforce Optimization Market Analysis and Forecast by Applications
6.1 Introduction
6.1.1 Key Market Trends & Growth Opportunities by Applications
6.1.2 Basis Point Share (BPS) Analysis by Applications
6.1.3 Absolute $ Opportunity Assessment by Applications
6.2 Customer Engagement Centre Workforce Optimization Market Size Forecast by Applications
6.2.1 BFSI
6.2.2 Manufacturing
6.2.3 Healthcare
6.2.4 IT And ITES
6.2.5 Utilities
6.2.6 Others
6.3 Market Attractiveness Analysis by Applications
Chapter 7 Global Customer Engagement Centre Workforce Optimization Market Analysis and Forecast by Region
7.1 Introduction
7.1.1 Key Market Trends & Growth Opportunities by Region
7.1.2 Basis Point Share (BPS) Analysis by Region
7.1.3 Absolute $ Opportunity Assessment by Region
7.2 Customer Engagement Centre Workforce Optimization Market Size Forecast by Region
7.2.1 North America
7.2.2 Europe
7.2.3 Asia Pacific
7.2.4 Latin America
7.2.5 Middle East & Africa (MEA)
7.3 Market Attractiveness Analysis by Region
Chapter 8 Coronavirus Disease (COVID-19) Impact
8.1 Introduction
8.2 Current & Future Impact Analysis
8.3 Economic Impact Analysis
8.4 Government Policies
8.5 Investment Scenario
Chapter 9 North America Customer Engagement Centre Workforce Optimization Analysis and Forecast
9.1 Introduction
9.2 North America Customer Engagement Centre Workforce Optimization Market Size Forecast by Country
9.2.1 U.S.
9.2.2 Canada
9.3 Basis Point Share (BPS) Analysis by Country
9.4 Absolute $ Opportunity Assessment by Country
9.5 Market Attractiveness Analysis by Country
9.6 North America Customer Engagement Centre Workforce Optimization Market Size Forecast by Type
9.6.1 Hardware
9.6.2 Software
9.7 Basis Point Share (BPS) Analysis by Type
9.8 Absolute $ Opportunity Assessment by Type
9.9 Market Attractiveness Analysis by Type
9.10 North America Customer Engagement Centre Workforce Optimization Market Size Forecast by Applications
9.10.1 BFSI
9.10.2 Manufacturing
9.10.3 Healthcare
9.10.4 IT And ITES
9.10.5 Utilities
9.10.6 Others
9.11 Basis Point Share (BPS) Analysis by Applications
9.12 Absolute $ Opportunity Assessment by Applications
9.13 Market Attractiveness Analysis by Applications
Chapter 10 Europe Customer Engagement Centre Workforce Optimization Analysis and Forecast
10.1 Introduction
10.2 Europe Customer Engagement Centre Workforce Optimization Market Size Forecast by Country
10.2.1 Germany
10.2.2 France
10.2.3 Italy
10.2.4 U.K.
10.2.5 Spain
10.2.6 Russia
10.2.7 Rest of Europe
10.3 Basis Point Share (BPS) Analysis by Country
10.4 Absolute $ Opportunity Assessment by Country
10.5 Market Attractiveness Analysis by Country
10.6 Europe Customer Engagement Centre Workforce Optimization Market Size Forecast by Type
10.6.1 Hardware
10.6.2 Software
10.7 Basis Point Share (BPS) Analysis by Type
10.8 Absolute $ Opportunity Assessment by Type
10.9 Market Attractiveness Analysis by Type
10.10 Europe Customer Engagement Centre Workforce Optimization Market Size Forecast by Applications
10.10.1 BFSI
10.10.2 Manufacturing
10.10.3 Healthcare
10.10.4 IT And ITES
10.10.5 Utilities
10.10.6 Others
10.11 Basis Point Share (BPS) Analysis by Applications
10.12 Absolute $ Opportunity Assessment by Applications
10.13 Market Attractiveness Analysis by Applications
Chapter 11 Asia Pacific Customer Engagement Centre Workforce Optimization Analysis and Forecast
11.1 Introduction
11.2 Asia Pacific Customer Engagement Centre Workforce Optimization Market Size Forecast by Country
11.2.1 China
11.2.2 Japan
11.2.3 South Korea
11.2.4 India
11.2.5 Australia
11.2.6 South East Asia (SEA)
11.2.7 Rest of Asia Pacific (APAC)
11.3 Basis Point Share (BPS) Analysis by Country
11.4 Absolute $ Opportunity Assessment by Country
11.5 Market Attractiveness Analysis by Country
11.6 Asia Pacific Customer Engagement Centre Workforce Optimization Market Size Forecast by Type
11.6.1 Hardware
11.6.2 Software
11.7 Basis Point Share (BPS) Analysis by Type
11.8 Absolute $ Opportunity Assessment by Type
11.9 Market Attractiveness Analysis by Type
11.10 Asia Pacific Customer Engagement Centre Workforce Optimization Market Size Forecast by Applications
11.10.1 BFSI
11.10.2 Manufacturing
11.10.3 Healthcare
11.10.4 IT And ITES
11.10.5 Utilities
11.10.6 Others
11.11 Basis Point Share (BPS) Analysis by Applications
11.12 Absolute $ Opportunity Assessment by Applications
11.13 Market Attractiveness Analysis by Applications
Chapter 12 Latin America Customer Engagement Centre Workforce Optimization Analysis and Forecast
12.1 Introduction
12.2 Latin America Customer Engagement Centre Workforce Optimization Market Size Forecast by Country
12.2.1 Brazil
12.2.2 Mexico
12.2.3 Rest of Latin America (LATAM)
12.3 Basis Point Share (BPS) Analysis by Country
12.4 Absolute $ Opportunity Assessment by Country
12.5 Market Attractiveness Analysis by Country
12.6 Latin America Customer Engagement Centre Workforce Optimization Market Size Forecast by Type
12.6.1 Hardware
12.6.2 Software
12.7 Basis Point Share (BPS) Analysis by Type
12.8 Absolute $ Opportunity Assessment by Type
12.9 Market Attractiveness Analysis by Type
12.10 Latin America Customer Engagement Centre Workforce Optimization Market Size Forecast by Applications
12.10.1 BFSI
12.10.2 Manufacturing
12.10.3 Healthcare
12.10.4 IT And ITES
12.10.5 Utilities
12.10.6 Others
12.11 Basis Point Share (BPS) Analysis by Applications
12.12 Absolute $ Opportunity Assessment by Applications
12.13 Market Attractiveness Analysis by Applications
Chapter 13 Middle East & Africa (MEA) Customer Engagement Centre Workforce Optimization Analysis and Forecast
13.1 Introduction
13.2 Middle East & Africa (MEA) Customer Engagement Centre Workforce Optimization Market Size Forecast by Country
13.2.1 Saudi Arabia
13.2.2 South Africa
13.2.3 UAE
13.2.4 Rest of Middle East & Africa (MEA)
13.3 Basis Point Share (BPS) Analysis by Country
13.4 Absolute $ Opportunity Assessment by Country
13.5 Market Attractiveness Analysis by Country
13.6 Middle East & Africa (MEA) Customer Engagement Centre Workforce Optimization Market Size Forecast by Type
13.6.1 Hardware
13.6.2 Software
13.7 Basis Point Share (BPS) Analysis by Type
13.8 Absolute $ Opportunity Assessment by Type
13.9 Market Attractiveness Analysis by Type
13.10 Middle East & Africa (MEA) Customer Engagement Centre Workforce Optimization Market Size Forecast by Applications
13.10.1 BFSI
13.10.2 Manufacturing
13.10.3 Healthcare
13.10.4 IT And ITES
13.10.5 Utilities
13.10.6 Others
13.11 Basis Point Share (BPS) Analysis by Applications
13.12 Absolute $ Opportunity Assessment by Applications
13.13 Market Attractiveness Analysis by Applications
Chapter 14 Competition Landscape
14.1 Customer Engagement Centre Workforce Optimization Market: Competitive Dashboard
14.2 Global Customer Engagement Centre Workforce Optimization Market: Market Share Analysis, 2019
14.3 Company Profiles (Details – Overview, Financials, Developments, Strategy)
14.3.1 Verint
14.3.2 Calabrio
14.3.3 Aspect
14.3.4 Avaya
14.3.5 Genesys
