Back-office
workforce management is a process or software, essential for smooth &
productive business operation of enterprise. It comprises of scheduling,
forecasting, intra-day management, exception planning, multi-channel
efficiency, choosing a back office workforce management solutions, performance
analysis, integration, clear & organized dashboards, workforce management
in the cloud and others. Moreover in back-office, the employees work usually
performs manual & routine work that does not involve direct interaction
with customers. These tasks need to be accomplish on regular basis and thus
require efficient & accurate back-office solution. It consists of flexible
tools which support any scheduling environment starting from back office
staffed to full-time employees. It provides a dynamic platform to enterprise to
manage their work an assign service level to each task. It comprises of two
central components. First component encompass of anticipating volume of
application and second component is to apply these expectation or prediction to
create optimal work schedules.
The
key benefits are included improves employee satisfaction, reduces processing
time & improved customer experience, improves visibility & transparency
and improved planning which reduces stress & overtaxing of employees.
According
to study, “Global
Backoffice Workforce Management Market Size study, by Solution (Operation
Visualizer, Performance Management, Back-Office Optimization, Robotic Process
Automation, Desktop & Process Analytics, Others), by Deployment
(On-Premises, On-Cloud, Hybrid), by End-User (IT & Telecommunication, BFSI,
Retail & E-commerce, Transportation, Government, Others) and Regional
Forecasts 2018-2025” the key companies operating in the global
backoffice workforce management market are Monet Software, NICE, ActoiveOps
Limited, Verint System Inc., Calabrio, Cicero Inc., ActiveOps Limited, Aspect
Software, Intradiem, Teleopti, Genesys. The key companies are indulging in
strategic merger & acquisition (M&A) activities with their associated
competitors to ease out the cost incurred in research and development (R&D)
activities.
Based
on component, backoffice workforce management market is segmented into solution
and services. Solution segment is further sub-segmented into operation
visualizer, back-office optimization, performance management, desktop &
process analytics, robotic process automation and others. Services segment is
also further sub-segmented into managed services and professional services.
Based on organization size, market is segmented into large enterprises and
small & medium enterprises. Based on deployment, market is segmented into
on-cloud, on-premise and hybrid. Enterprises are moving their back-office
operation to cloud due to its better security capabilities and minimal cost. In
addition, based on end-user, market is segmented into IT &
telecommunication, retail & e-commerce, Banking Financial Services &
Insurance (BFSI), government, transportation and others.
The
backoffice workforce management market is driven by rise in adoption of cloud
services, followed by increase in productivity owing to adoption of back office
workforce management and reduction in cost due to workforce management.
However, lack of awareness among enterprises may impact the market. Moreover,
growth in acceptance of cloud services is a key opportunity for market.
Based
on geography, the North-American region holds major share, followed by European
region in backoffice workforce management market owing to increase in shift
towards digitization of the grid system and rise in technological advancements
in the region. The Asian-Pacific region is expected to witness higher growth
rate due to increase in population over the forecast period.
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Research
Ankur
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