With the advent of cloud computing, organizations have been able to streamline operations, integrate intelligent solutions, and improve system performance with maximum workforce efficiency. This opens up new opportunities for market participants to expand their back office employee management portfolio and integrate cloud capabilities. Whether the businesses focus on customer relationship management (CRM) systems or human capital management, both employees and customers are inclining towards cloud-based workforce diffusion management solutions. Therefore, cloud-based solutions are expected to significantly drive the back office workforce management market.
NICE Ltd.; Open Text Corporation; Oracle Corporation; Genesys; and Alvaria, Inc. – Prominent Market Participants in Back Office Workforce Management Market
Back office workforce management solutions are changing rapidly as traditional solutions have transformed into IT and technology solutions. The workforce management market offers various solutions to simplify employees’ work within an organization and give them time to focus on more important aspects of their business. Market-provided solutions not only simplify the work of employees but also help streamline the workforce. Workforce management solutions include managing time and attendance, managing vacations and absenteeism, scheduling workforce, analyzing human resources, and maintaining various talent (HR) activities and data analysis in core business processes.
The COVID-19 pandemic increased the demand for agile workplaces, and many companies are looking for a balance between powerful and easy-to-use technology. Mobile workforce applications are implemented quickly to reduce the cost of additional systems needed to manage the workforce. With features such as real-time alerts, scheduling tasks, and attendance tracking, workforce management software is expected to gain significant traction during the forecast period and further drive the market.
The top five companies in the market NICE Ltd.; Open Text Corporation; Oracle Corporation; Genesys; and Alvaria, Inc. The above listing of key players is derived by considering multiple factors such as overall revenue, current well completion equipment and services portfolio, new product launches, market initiatives, investment in technology up-gradation, mergers & acquisitions, and other joint activities. A few of the important market initiatives and product developments from the industry are mentioned below:
| Year | News | Region |
| 2022 | Customer Contact Week Digital (CCW), named NICE and its Enlighten AI for Customer Satisfaction (CSAT) solution as its 2022 “Workforce Innovation of the Year” award recipient. The 2022 Workforce Innovation Award recognizes vendors, individuals and teams which have made a commitment to driving superior contact center and CX performance. The winner is evaluated based on their ability to: address a unique challenge in workforce optimization; deliver cost savings, regardless of size and scope; increase agent productivity and reduce customer effort through tangible metrics; and support rapidly evolving needs client needs throughout the COVID-19 pandemic. | North America
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| 2022 | ActiveOps PLC, launched a significant update to its leading workforce intelligence solution. WorkiQ 8.0 gives operations managers enhanced insights to effectively manage teams in a hybrid environment as well as make decisions about workload and work location, thus maximising performance while protecting wellbeing. | Europe |
| 2022 | TriHealth, an integrated health system, chose Oracle Fusion Cloud Human Capital Management (HCM) to simplify and consolidate its existing HR systems on a single platform. With Oracle Cloud HCM, the company’s HR team will be able to eliminate manual processes and improve the employee experience so its team members and physicians can spend less time on administrative tasks. | North America
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