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Global Workforce Optimization/Workforce Engagement Management Products and Market Report 2023: How AI, Analytics, and Automation are Being Leveraged in WFO/WEM Modules to Enhance CX and EX

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Dublin, Jan. 20, 2023 (GLOBE NEWSWIRE) — The “2022-2023 Workforce Optimization/Workforce Engagement Management Product and Market Report” report has been added to ResearchAndMarkets.com’s offering.

WFO/WEM suites improve the customer experience (CX) and employee experience (EX) while enhancing productivity, critical corporate goals in good and bad economic times.

Many components of a “contact center” WFO/WEM suite can provide substantial benefits and productivity improvements beyond the contact center, to other people-intensive enterprise functions, particularly back-office and branch operating departments.

AI-enabled solutions to meet CX and EX demands

The primary purpose of WFO/WEM solutions is to capture and provide the insights, analytics, and automation that companies need to build and maintain outstanding and enduring relationships with their customers and employees. Companies that want to thrive in today’s business world must create a positive, flexible, and rewarding work environment that enables them to hire and retain great employees.

And they need to support their staff with intelligent tools and updated processes that empower them to become customer advocates who provide a frictionless CX, cost-effectively. This is a particularly vital goal in an era where customer expectations continue to shift and expand, and employee retention is growing in importance.

The definition of a great customer experience continues to evolve, and any company that wants to provide an outstanding CX must utilize a flexible servicing infrastructure that adapts as quickly as its customers’ requirements change. This is where artificial intelligence (AI) comes in.

A number of AI technologies, enabled by the flexibility and processing power of the cloud, are the driving forces behind most of the innovation occurring in the market. Artificial intelligence-based technologies harness real-time capabilities that allow enterprises to deliver a responsive and fluid service experience.

AI gives agents or automated self-service solutions customized guidance and context-based information that position them to meet and exceed the expectations of each person who reaches out for assistance.

Comprehensive and insightful coverage of this essential sector

The 2022 – 2023 Enterprise Workforce Optimization/Workforce Engagement Management Product and Market Report explores today’s WFO/WEM market, its current trends and challenges, competitive landscape, product suites, increasingly sophisticated technology, and the wave of innovation that is propelling these valuable solutions into the future.

It also explains how artificial intelligence (AI), analytics, and automation are being leveraged in WFO/WEM modules to enhance the CX and EX, and to raise the profile of contact centers to the status of essential corporate contributors. Our 19th edition features 7 leading and contending vendors: Alvaria, Calabrio, Five9, NICE, OnviSource, Playvox, and Verint.

This Report is intended to help contact center, IT, and enterprise leaders and managers in small, mid-size, and large companies select the right solution, technology, functionality, and partner to meet their organization’s current and future WFO/WEM needs.

This report includes:

  • WFO/WEM suites defined: an overview of the functional components of a WFO/WEM solution, including the core and optional modules offered in the featured suites
  • Market and business trends and challenges that are driving enterprise investments and influencing product development
  • WFO/WEM market innovation, including a review of recently introduced functionality and what is planned for the next 12 – 18 months
  • Examination of what an outstanding CX means today and how surveying/voice of the customer (VoC), customer journey analytics (CJA), and performance management help the enterprise understand it and deliver it from the customer perspective
  • Timely discussion of how improving the agent experience is critical to attracting and retaining agents in the midst of the Great Resignation, including how WFO/WEM solutions such as WFM, analytics-enabled quality management (AQM), knowledge management (KM), and gamification engage and empower agents
  • Examination of essential AI applications in contact centers and how AI is transforming the agent experience and elevating the CX
  • Discussion of how back office and branch environments can benefit from WFO/WEM solutions
  • 5-year projections for 11 WFO/WEM applications
  • Review of the WFO/WEM competitive landscape, including company snapshots of the featured WFO/WEM competitors
  • Comprehensive customer satisfaction survey results that measure and rank ratings across 11 vendor categories, 10 WFO/WEM modules, and 7 product features
  • Detailed pricing analysis for a 250-seat on-premise and cloud-based quality management (QM)/recording/coaching implementation, including incremental costs for AQM, WFM, gamification, surveying, KM, and interaction analytics
  • Detailed company reports for the 7 featured WFO/WEM vendors, analyzing their products, functionality, and future product development plans
  • WFO/WEM Vendor Directory

Key Topics Covered:

1. Executive Summary

2. Introduction

3. DMG Consulting Research Methodology
3.1 Report Participation Criteria

4. Workforce Optimization/Workforce Engagement Management Suites
4.1 Workforce Optimization/Workforce Engagement Management Vendor Suite Overview

5. Workforce Optimization/Workforce Engagement Management Trends and Challenges
5.1 Workforce Optimization/Workforce Engagement Management Trends
5.2 Workforce Optimization/Workforce Engagement Management Challenges

6. Workforce Optimization/Workforce Engagement Management Market Innovation
6.1 New Product Features
6.2 Emerging Capabilities

7. The CX Imperative: It Takes an Enterprise
7.1 Surveying/Voice of the Customer
7.2 Customer Journey Analytics
7.3 Performance Management

8. Delivering EX-cellence
8.1 Workforce Management
8.2 Analytics-Enabled Quality Management
8.3 Knowledge Management
8.4 Gamification

9. Artificial Intelligence, Analytics, and Automation
9.1 Interaction Analytics
9.2 Robotic Process Automation
9.3 Predictive Analytics

10. Back-Office Operations/Branch Workforce Optimization/Workforce Engagement Management
10.1 Desktop Analytics

11. Workforce Optimization/Workforce Engagement Management Projections

12. Workforce Optimization/Workforce Engagement Management Competitive Landscape
12.1 WFO/WEM Suite Competitive Positioning
12.1.1 Company Snapshots
12.2 High-Level Functional Summary
12.2.1 High-Level Functional Components
12.2.2 Recording
12.2.3 Security and Compliance
12.2.4 Dashboards, Reporting, and Analytics

13. Workforce Optimization/Workforce Engagement Management Customer Satisfaction Survey
13.1 Summary of Survey Findings and Analysis: Vendor Categories
13.1.1 Vendor Satisfaction by Category and Customer
13.2 Summary of Survey Findings and Analysis: WFO/WEM Modules
13.2.1 WFO/WEM Module Satisfaction, by Category and Customer
13.3 Summary of Survey Findings and Analysis: WFO/WEM Product Features
13.3.1 WFO/WEM Product Features Satisfaction, by Category and Customer
13.4 Customer Background and Insights
13.4.1 Departments Using WFO/WEM
13.4.2 How the WFO/WEM Solution is Helping to Address Top Contact Center Challenges
13.4.3 Top 3 – 5 WFO/WEM Limitations
13.4.4 Additional Comments

14. Pricing
14.1 Pricing for a 250-Seat Premise-Based WFO/WEM Solution
14.2 Pricing for a 250-Seat Cloud-Based WFO/WEM Solution

15. Company Reports
15.1 Alvaria
15.2 Calabrio
15.3 Five9, Inc.
15.4 NICE
15.5 OnviSource
15.6 Playvox
15.7 Verint Systems

Workforce Optimization/Workforce Engagement Management Vendor Directory

For more information about this report visit https://www.researchandmarkets.com/r/wwrr7

About ResearchAndMarkets.com
ResearchAndMarkets.com is the world’s leading source for international market research reports and market data. We provide you with the latest data on international and regional markets, key industries, the top companies, new products and the latest trends.


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Artificial Intelligence

TRON Forum collaborates with four major microcontroller manufacturers to hold TRON Programming Contest Using World-Standard Real-Time OS with 5 million JP YEN cash prize

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TOKYO, March 29, 2024 /PRNewswire/ — TRON Forum (Chair: Ken Sakamura, Professor Emeritus of the University of Tokyo) is pleased to announce that four microcontroller manufacturers, Infineon Technologies Japan K.K. (President & CEO: Ikuya Kawasaki), STMicroelectronics K.K. (Country Manager for Japan: Koichiro Takakuwa), NXP Japan K.K. (President & CEO: Masayuki Wajima), and Renesas Electronics Corporation (President & CEO: Hidetoshi Shibata) have collaborated with the Forum to hold TRON Programming Contest from Monday, December 11, 2023 jointly. The initial registration is being accepted now.

This contest is for engineers and students in Japan and overseas to compete in various  fields such as microcontroller applications, middleware, development environments, and tools using a member of TRON real-time OS (RTOS) family, “μT-Kernel 3.0” (*), which is a global standard of small-scale embedded computer systems.
(*) μT-Kernel 3.0 is an RTOS that fully complies with the real-time OS standard “IEEE 2050-2018” (IEEE Standard for a Real-Time Operating System (RTOS) for Small-Scale Embedded Systems) and runs on microcontrollers from various manufacturers.
Using the latest microcomputer boards provided by the manufacturers, contestants will compete in technologies that bring out the characteristics of RTOSs such as real-time performance, power saving, and small memory footprint, as well as development environments and tools that utilize new technologies.
The details of the contest with the total amount of cash prize, five million Japanese yen are at the following URL: https://www.tron.org/programming_contest/
About TRON Forum
TRON Forum was established in 2002 to promote TRON Project. We have been actively conducting activities centered on the T-Engine project, which prepares the development environment for embedded systems, and the operation of Ubiquitous ID Centers such as ucode.
In May 2015, Chair Sakamura received the ITU 150th Anniversary Award together with Bill Gates and others for his advocacy of open architecture TRON, which is the origin of ubiquitous networking and the IoT.
One member of the TRON RTOS family has been adopted as an international standard for real-time operating systems (RTOS) for small-scale embedded systems as 2050-2018 by Institute of Electrical and Electronics Engineers (IEEE), the world’s largest association of its kind and an international standardization organization. In 2023, the project leader, Chair Sakamura, received the IEEE Masaru Ibuka Consumer Technology Award from the IEEE in honor of the late Mr. Ibuka. In addition, the TRON RTOS family received the IEEE Milestone recognition in 2023.
URL: https://www.tron.org 
 
 

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Artificial Intelligence

XtalPi Unveils XtalGazer: A Comprehensive AI-Driven Polymorph Selection Platform

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CAMBRIDGE, Mass., March 28, 2024 /PRNewswire/ — XtalPi Inc., a leading global technology company in integrating artificial intelligence (AI) and robotics to advance the discovery of groundbreaking medicine and innovative materials, announced today the launch of its proprietary comprehensive solid form discovery and selection platform, XtalGazer. This advanced platform aims to significantly improve the polymorph selection process for the pharmaceutical industry by integrating AI- and automation-powered experimental and computational approaches.

XtalGazer provides a total solution for delivering high-quality polymorph screening and selection methods to expedite drug development and mitigate risks. It represents a paradigm shift in solid-state research, moving from the traditional trial-and-error approach to a data-driven, design-led methodology. The platform provides an expansive suite of foundational tools to accelerate polymorph discovery, characterization, and selection process, empowering pharmaceutical companies to conduct thorough research with less active pharmaceutical ingredient (API) in shorter development cycles.
A key component of XtalGazer is XtalCSP, a crystal structure prediction platform to perform global searches of crystal structures for target molecules and the other optional components in the corresponding searching space, offering a deep insight into possible stable forms. Furthermore, crystallization strategy recommendations will provide AI-backed experimental design to help avoid human bias. XtalGazer also utilizes MicroED to rapidly elucidate crystal structures from powder samples, reducing the need for growing single crystals.
XtalPi’s launch of XtalGazer marks another significant step in the company’s ongoing exploration of solid-state research. From crystal structure prediction platforms being one of the first products to launch at XtalPi, to today’s comprehensive polymorph selection platform, XtalPi will keep fulfilling its promise to solving challenging problems in this space. XtalPi will continue to deliver faster, more accurate, and more comprehensive approaches to building an ecosystem for the R&D process in solid-state, pre-formulation and crystallization.
For more information about XtalPi, please visit www.xtalpi.com.
About XtalPi:
XtalPi is an innovative technology company powered by artificial intelligence (AI) and robotics. Founded in 2015 on the MIT campus, XtalPi is dedicated to driving intelligent and digital transformation in the life science and new materials industries. With tightly interwoven quantum physics, AI, cloud computing, and large-scale clusters of robotic workstations, XtalPi offers a range of technology solutions, services, and products to accelerate and empower innovation for biopharmaceutical and new materials companies worldwide.
Media Contact: Vivienne [email protected]
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ICIS and Base Oil News Announce Partnership to Enhance Market Insights

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LONDON, March 28, 2024 /PRNewswire/ — ICIS, a global source of commodity intelligence, is pleased to announce a strategic partnership with Base Oil News, a premier news outlet founded by industry expert Iain Pocock that provides in-depth coverage of the base oils and lubricants market. This collaboration marks a significant milestone in the dissemination and exchange of critical market data and insights.

With more than two decades of journalism experience at Bloomberg, Reuters, and Argus Media, Iain Pocock brings unparalleled expertise to this partnership. His deep understanding of illiquid energy markets makes him a credible and influential figure in the industry. Since November 2023, Iain has been working closely with ICIS to share and exchange valuable data and insights, enhancing the services both platforms offer to the base oils and lubricants market.
Through the collaboration, Iain integrates ICIS’ extensive content and data resources in Base Oil News market coverage. In return, he contributes market insights to ICIS News, including expert and exclusive analysis of supply and demand dynamics, price margins, and other critical market drivers. This exchange ensures that subscribers of both ICIS and Base Oil News have access to the most comprehensive, timely, and accurate market information, empowering them to make informed decisions.
“It’s a very exciting partnership – where we leverage each other’s strengths and provide actionable insights to our customers,” said Iain Pocock, Founder of Base Oil News. “The market is the winner.”
“As ICIS is already the world’s most trusted pricing benchmark for base oils, this collaboration with Iain Pocock and Base Oil News provides an even stronger and deeper service to our customers,” said Stephen Burns, Editorial Director at ICIS. “Iain’s expertise and extensive industry connections are invaluable, and we have established a fruitful partnership that benefits the market at large.”
For the latest insights from Iain Pocock on ICIS News, visit ICIS News.  
About ICIS
ICIS – Independent Commodity Intelligence Services – helps businesses through seamlessly delivering data and analytics, across the chemical, fertilizer and energy markets. A trusted source and benchmark for price information and insight across key commodities markets worldwide. Our independent, transparent market intelligence informs thousands of quality decisions every day, taking the pressure out of negotiations and giving customers space for more innovative thinking, through published datasets including price assessments, price forecasts, supply and demand fundamentals and more.
Over 150 years of shaping the world by connecting markets to optimise the world’s valuable resources. With a global team of more than 600 experts, ICIS has employees based in London, New York, Houston, Karlsruhe, Milan, Mumbai, Singapore, Guangzhou, Beijing, Shanghai, Dubai, Sao Paulo, Seoul, Tokyo and Perth.
ICIS is part of RELX, a FTSE15 company with a market cap of £64bn and an employee base of over 30,000 experts across 40 countries.
About RELX
RELX is a global provider of information and analytics for professional and business customers across industries. The Group serves customers in more than 180 countries and has offices in about 40 countries. It employs approximately 30,000 people of whom almost half are in North America. RELX PLC is a London listed holding company which owns 52.9% of RELX Group. RELX NV is an Amsterdam listed holding company which owns 47.1% of RELX Group. The shares are traded on the London, Amsterdam and New York Stock Exchanges using the following ticker symbols: London: REL; Amsterdam: REN; New York: RELX and RENX. Total market capitalisation is approximately £64bn | €75bn | $81bn.
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