The foundation of Workforce Engagement Management (WEM) lies in Workforce Optimization (WFO), an older software aimed at enhancing employee productivity to meet business objectives more efficiently. Despite its adoption by customer service organizations, WFO often failed to address high attrition rates. WEM, however, takes a different approach, prioritizing employees' needs and integrating them into the organizational success framework.
Defined by Quadrant Knowledge Solutions, WEM is a comprehensive suite of software tools designed to engage and empower employees, focusing on an employee-centric approach to achieve organizational goals. These tools enhance productivity, bridge performance gaps, provide education for call center agents, and effectively manage workload and staffing needs. By fostering a positive employee experience, WEM transforms ordinary contact centers into high-performing entities, aligning teams with both individual and collective objectives.
Key questions this study will answer:
- What is the current state of competition in the workforce engagement management (WEM) market?
- What is the market share held by major vendors in this market?
- What are key competitive dynamics of in the global and regional markets for WEM?
- Who are the leading vendors in the global and regional markets?
- Are there vendor specializing in specific industries?
- How do different vendors compare in terms of their offerings of cloud-based versus on-premise solutions.
Vendors covered in this study:
Alvaria, Calabrio, Eleveo, Five9, Genesys, Lifesize, NICE, Playvox, and Verint.
Key inquiries addressed in this study include the current competitive landscape of the WEM market, market share held by major vendors, competitive dynamics at global and regional levels, identification of leading vendors, specialization of vendors in specific industries, and a comparison of offerings between cloud-based and on-premise solutions.
