Customer Engagement Center Workforce Optimization Market; Covid-19 Impact Analysis

Customer Engagement Center Workforce Optimization Market – Introduction

• Customer engagement center workforce optimization solutions manage the performance and captures the interaction process of all enterprise employees. Customer engagement center workforce optimization solutions help to improve the customer experience, operational efficiency, and scheduling process.
• Companies are improving the customer engagement process by investing in advanced technologies such as workforce optimization, as improved customer engagement creates revenue opportunities for companies and improves business processes.
• This solution helps companies to reach out to the maximum customers, improves brand recognition, and helps to collect feedback from potential customers that are further used for creating new business opportunities.
• Solution provider offer advanced solutions with workforce management, quality management, survey management, and performance management functions that are used by customers to monitor and optimize performance at different levels.
• Customer engagement center workforce optimization solutions are primarily used in service sectors for strategic planning, intraday workforce management, agent performance, call recording, and for its quality management features.

Key Drivers of the Customer Engagement Center Workforce Optimization Market

• Growing demand for digital platforms from contact centers and service sectors to provide enhanced customer experience at a different level of customer services is expected to drive the growth of the customer engagement center workforce optimization market. Increasing use of AI and intelligent analytical technology is expected to boost the demand for customer engagement center workforce optimization during the forecast period.
• Adoption of new technology is anticipated to create business opportunity for solution providers to offer access to multiple channels and platforms to gather different information regarding customers and optimize the workforce.

Low adoption by small and medium scale enterprises expected to hinder the Customer Engagement Center Workforce Optimization market

• The low adoption of customer engagement center workforce optimization by small and medium enterprises due to the high cost of the solution may restrain the growth of the customer engagement center workforce optimization market among small and medium enterprises.
• Large enterprises majorly use workforce optimization processing to analyze the huge amount of data or improve the data base for analytics processes and workforce optimization for a better customer experience.

Impact of COVID 19 on the Global Customer Engagement Center Workforce Optimization Market

• All manufacturing and IT companies are facing a financial crisis due to lockdown in major countries in Asia Pacific and Europe. It is expected that businesses would expand at a prominent growth rate after the current financial year.
• Demand for customer engagement center workforce optimization is expected to increase in healthcare, contact centers, and other service industries to provide better services to customers on multiple channels. Demand for customer engagement center workforce optimization solutions is expected to rise in the healthcare service sector during lockdown conditions.

North America to Hold Major Share of the Global Customer Engagement Center Workforce Optimization Market

• North America holds a prominent share of the customer engagement center workforce optimization market due to the increasing adoption of workforce optimization technology to improve the back office administration process and efficiency of services of companies.
• The customer engagement center workforce optimization market in Asia Pacific and Europe is expected to face economic crisis due to the increasing coronavirus impact on overall businesses globally.

Key Players Operating in the Global Customer Engagement Center Workforce Optimization Market

• Verint Systems Inc.

Verint Systems Inc. is based in Melville, New York, U.S. The company is a global provider of experience management and engagement data management solutions to businesses. The company has expertise in predictive experience, speech analytics, text analytics, financial compliance, capture, and recording solutions.

• Aspect Software, Inc.

Aspect Software, Inc. was founded in 1973 and is based in Westford, Massachusetts, U.S. The company is a global provider of customer experience solutions and call center technology. The company offers contact management and workforce optimization solutions to different industries.

Other key players operating in the global customer engagement center workforce optimization market include Calabrio, Inc., CRMXchange, Avaya Inc., Genesys Telecommunications Laboratories, Inc., Open Text Corporation, and ConvergeOne, Inc.

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