DUBLIN–(BUSINESS WIRE)–The “2023-2024 Enterprise Workforce Engagement Management Product and Market” report has been added to ResearchAndMarkets.com’s offering.
The enterprise landscape is undergoing a significant transformation, spearheaded by the integration of Artificial Intelligence (AI) in Workforce Engagement Management (WEM) solutions. A comprehensive new research publication examines the shifts and technological advancements in WEM platforms, crucial for elevating customer and employee experiences.
The 2023-2024 Enterprise Workforce Engagement Management Product and Market Report delves into the core functionalities of AI-driven WEM solutions which are redefining the contact center and customer service sectors. The report provides an in-depth analysis of leading vendors shaping the future of WEM platforms and a peek into the arsenal of tools enhancing customer journeys and operational productivity across multiple sectors.
Key insights highlighted in the report showcase how WEM suites are transforming into robust next-gen platforms. These platforms are designed to meet the complex and expanding needs of modern enterprises, offering sophisticated integration and interoperability capabilities that were once a challenge with legacy WEM suites.
Revolutionizing Customer and Employee Interactions through AI-Enabled Platforms
- An exploration of how generative AI and large language models are catapulting WEM solutions into a realm of continuous innovation, offering real-time analytics and guidance.
- Evaluation of fundamental WEM applications that are essential in enhancing efficiency and experience in customer-facing environments.
- Detailed examination of interaction analytics, automated quality management, and agent assist applications that provide actionable insights for optimal business outcomes.
- Analysis of essential tools such as customer journey analytics and gamification which are pivotal in measuring and improving the customer experience.
- Insight into growth opportunities for back-office and branch WEM capabilities.
- Forward-looking 5-year revenue projections for 10 major WEM applications.
WEM solutions are critical in arming agents with intelligent tools and automation, thereby transforming them into empowered customer advocates. By enriching agent roles and contributions, WEM platforms enhance job satisfaction and enterprise productivity.
Market Research Findings Provide Critical Enterprise Insights
- Detailed competitive landscape review, featuring snapshots of vendors poised to lead the WEM evolution.
- Comprehensive customer satisfaction survey results that rank vendor performance across multiple categories and modules.
- In-depth analysis of 5 featuring WEM vendors, scrutinizing their current offerings and mapping out their future development trajectories.
With a focus on the impact of AI technology on WEM solutions, the report stands as an invaluable resource for contact center, IT, and enterprise leaders in the pursuit of optimizing their operations and elevating both the customer and employee experiences. It is a testament to the power of AI in reshaping enterprise solutions to meet the demands of an ever-evolving service world.
Key Topics Covered:
1 Executive Summary
2 Introduction
3 Consulting Research Methodology
4 The Evolution of Workforce Engagement Management: From Suites to Platforms
4.1 WEM Platform Foundational Layers
4.2 WEM Platform Applications
4.3 Workforce Engagement Management Vendor Platform Overview
5 Workforce Engagement Management Trends and Challenges
6 Workforce Engagement Management Market Innovation
6.1 New Features
6.2 Emerging Capabilities
7 Artificial Intelligence Transforms Workforce Engagement Management
7.1 Robotic Process Automation/Intelligent Business Automation
8 Foundational WEM Applications that Lay the Groundwork
8.1 Recording
8.2 Quality Management
8.3 Workforce Management
8.4 Desktop Analytics
8.5 Knowledge Management
9 Insights that Drive Successful Outcomes for Customers and Agents
9.1 Interaction Analytics
9.2 AQM
9.3 Agent Assist
10 A Measured Approach to CX and EX
10.1 Customer Journey Analytics
10.2 Surveying/VoC
10.3 Gamification
11 Back-Office WEM
12 Workforce Engagement Management Projections
13 WEM Platform Competitive Landscape and Positioning
14 High-Level Functional Summary
14.1 High-Level Platform Features
14.2 Security and Compliance
14.3 Business Intelligence, Reporting, and Dashboards
15 Workforce Engagement Management Vendor Satisfaction Survey
15.1 Summary of Survey Findings and Analysis: Vendor Categories
15.2 Summary of Survey Findings and Analysis: WEM Modules
15.3 Summary of Survey Findings and Analysis: WEM Product Features
15.4 Customer Background and Insights
16 Pricing
16.1 Premise-Based Pricing
16.2 Pricing for a 250-Seat Cloud-Based WEM Solution
Company Coverage:
- Calabrio
- Five9
- NICE
- OnviSource
- Verint
For more information about this report visit https://www.researchandmarkets.com/r/ijqmh7
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