Customer Engagement Intelligence Service

Even three years after the COVID-19 pandemic, global interest in workforce engagement management solutions remains. This report analyzes data from the Workforce Engagement Management Forecast – 2022–27 Data.

This report tracks and forecasts the growing workforce engagement management (WEM) subsegment of the contact center market across seven technology segments, five regions, and 11 verticals.

This forecast reveals agent position changes, broken down by country and region, vertical markets, contact center size, on-premises- and cloud-based usage, in-house and outsourced agents, and work location (remote, in-office, or hybrid). 

Tracks and forecasts the growing subsegment of the contact center market across seven technology segments, five regions, and 11 verticals.

This forecast reveals the global contact center agent growth/shrinkage rates by country and region, broken down by various segments, including vertical markets, contact center size, premises-based and cloud-based systems, and in-house and outsources agents.

Analyzes the market dynamics of an expanding ecosystem, as well as the well-known vendors in the customer engagement platforms space. Aims to guide the vendor selection process to ensure options are evaluated efficiently.