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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Ankur Gupta, Head Marketing & Communications