Table of Contents

1 Executive Summary

2 Market Dynamics

2.1 Market Drivers

2.1.1 Rising Adoption of Cloud Services

2.1.2 Increasing productivity due to adoption of back office workforce management

2.1.3 Reduction in Cost Due To Workforce Management

2.2 Market Challenges

2.2.1 The lack of awareness of BOWFO

2.2.2 The Misplaced Belief That Front Office WFO Solutions Can Be Retrofitted To Suit Back Office Operations

2.3 Back Office Workforce Management Supply chain

2.4 Porter’s Five Forces Analysis

3 Global Back Office Workforce Management Market, By Solution

3.1 Introduction

3.2 Sub-segment

3.2.1 Operation Visualizer

3.2.2 Performance Management

3.2.3 Back-Office Optimization

3.2.4 Robotic Process Automation

3.2.5 Desktop and Process analytics

3.2.6 Others

4 Global Back Office Workforce Management Market, By Deployment

4.1 Introduction

4.2 Sub-segment

4.2.1 On premise

4.2.2 On cloud

4.2.3 Hybrid

5 Global Back Office Workforce Management Market, By End-User

5.1 Introduction

5.2 Sub-segment

5.2.1 IT & Telecommunication

5.2.2 BFSI

5.2.3 Retail & E-commerce

5.2.4 Transportation

5.2.5 Government

5.2.6 Others

6 Global Back Office Workforce Management Market, By Region

6.1 Introduction

6.2 Market, By Regions

6.2.1 North America

6.2.1.1 U.S. 32

6.2.1.2 Canada

6.2.1.3 Mexico

6.2.2 Europe

6.2.2.1 U.K. 43

6.2.2.2 Germany

6.2.2.3 France

6.2.2.4 Rest of Europe

6.2.3 Asia

6.2.3.1 China

6.2.3.2 Taiwan

6.2.3.3 Japan

6.2.3.4 India

6.2.3.5 Philippines

6.2.3.6 South Korea

6.2.3.7 Singapore

6.2.3.8 Hong Kong

6.2.3.9 Rest of Asia

6.2.4 Pacific

6.2.4.1 Australia

6.2.4.2 New Zealand

6.2.4.3 Rest of Pacific

6.2.5 Rest of the World (RoW)

6.2.5.1 Middle East & Africa

6.2.5.2 Latin America

7 Competitive Landscape

7.1 Introduction

7.2 Market Share Analysis

8 Company Profiles

8.1 NICE (U.S)

8.1.1 Product Overview:

8.1.2 Product/Solution Portfolio

8.1.3 Strategy

8.1.4 SWOT Analysis

8.2 Monet Software (U.S.)

8.2.1 Company Overview

8.2.2 Product/Service Overview:

8.2.3 Product/Solution Portfolio

8.2.4 Strategy

8.2.5 SWOT analysis

8.3 Verint Systems Inc. (U.S)

8.3.1 Company Overview

8.3.2 Product/Solution Overview:

8.3.3 Product/Solution Portfolio

8.3.4 Strategy

8.3.5 SWOT Analysis

8.4 ActiveOps Limited (United Kingdom)

8.4.1 Company Overview

8.4.2 Product/Solution Overview:

8.4.3 Product/Solution Portfolio

8.4.4 Strategy

8.4.5 SWOT Analysis

8.5 Calabrio. (U.S)

8.5.1 Company Overview

8.5.2 Product Overview

8.5.3 Product/Solution Portfolio

8.6 Aspect Software

8.6.1 Company Overview

8.6.2 Product Overview

8.6.3 Product/Solution/Service Portfolio

8.6.4 Strategy

8.6.5 SWOT Analysis

8.7 Cicero Inc. (U.S)

8.7.1 Business Overview

8.7.2 Product Overview

8.7.3 Product/Solution Portfolio

8.8 Teleopti (Sweden)

8.8.1 Product Overview:

8.8.2 Product/Solution Portfolio

8.8.2.1 Business Strategy

8.9 Intradiem (U.S.)

8.9.1 Product/Solution Portfolio

8.10 Genesys (U.S)

8.10.1 Product Overview:

8.10.2 Product/Solution Portfolio

9 Appendix

9.1 Scope of the Study

9.1.1 Research Objective

9.1.2 Assumption

9.1.3 Limitation

9.2 Market Structure

10 Research Methodologies

10.1 Research Process

10.2 Primary Research

10.3 Secondary Research

10.4 Market Size Estimation

10.5 Forecast Model

List of Tables

TABLE 1 GLOBAL BACK OFFICE WORKFORCE MANAGEMENT MARKET BY SOLUTION, 2017-2023 (USD MILLION)

TABLE 2 GLOBAL BACK OFFICE WORKFORCE MANAGEMENT MARKET BY DEPLOYMENT, 2017-2023 (USD MILLION)

TABLE 3 GLOBAL BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY END-USER 2017-2023 (USD MILLION)

TABLE 4 GLOBAL BACK OFFICE WORKFORCE MANAGEMENT MARKET, 2017-2023 (USD MILLION)

TABLE 5 NORTH AMERICA BACK OFFICE WORKFORCE MANAGEMENT MARKET BY COUNTRY,2017-2023 (USD MILLION)

TABLE 6 NORTH AMERICA BACK OFFICE WORKFORCE MANAGEMENT MARKET BY SOLUTION, 2017-2023 (USD MILLION)

TABLE 7 NORTH AMERICA BACK OFFICE WORKFORCE MANAGEMENT MARKET BY DEPLOYMENT, 2017-2023 (USD MILLION)

TABLE 8 NORTH AMERICA BACK OFFICE WORKFORCE MANAGEMENT MARKET BY END-USER, 2017-2023 (USD MILLION)

TABLE 9 U.S. BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY SOLUTION, 2017-2023 (USD MILLION)

TABLE 10 U.S. BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY DEPLOYMENT, 2017-2023 (USD MILLION)

TABLE 11 U.S. BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY END-USER, 2017-2023 (USD MILLION)

TABLE 12 CANADA BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY SOLUTION, 2017-2023 (USD MILLION)

TABLE 13 CANADA BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY DEPLOYMENT, 2017-2023 (USD MILLION)

TABLE 14 CANADA BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY END-USER, 2017-2023 (USD MILLION)

TABLE 15 MEXICO BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY SOLUTION, 2017-2023 (USD MILLION)

TABLE 16 MEXICO BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY DEPLOYMENT, 2017-2023 (USD MILLION)

TABLE 17 MEXICO BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY END-USER, 2017-2023 (USD MILLION)

TABLE 18 EUROPE BACK OFFICE WORKFORCE MANAGEMENT MARKET BY COUNTRY, 2017-2023 (USD MILLION)

TABLE 19 EUROPE BACK OFFICE WORKFORCE MANAGEMENT MARKET BY SOLUTION, 2017-2023 (USD MILLION)

TABLE 20 EUROPE BACK OFFICE WORKFORCE MANAGEMENT MARKET BY DEPLOYMENT, 2017-2023 (USD MILLION)

TABLE 21 EUROPE BACK OFFICE WORKFORCE MANAGEMENT MARKET BY END-USER, 2017-2023 (USD MILLION)

TABLE 22 UK BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY SOLUTION, 2017-2023 (USD MILLION)

TABLE 23 UK BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY DEPLOYMENT, 2017-2023 (USD MILLION)

TABLE 24 UK BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY END-USER, 2017-2023 (USD MILLION)

TABLE 25 GERMANY BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY SOLUTION, 2017-2023 (USD MILLION)

TABLE 26 GERMANY BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY DEPLOYMENT, 2017-2023 (USD MILLION)

TABLE 27 GERMANY BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY END-USER, 2017-2023 (USD MILLION)

TABLE 28 FRANCE BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY SOLUTION, 2017-2023 (USD MILLION)

TABLE 29 FRANCE BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY DEPLOYMENT, 2017-2023 (USD MILLION)

TABLE 30 FRANCE BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY END-USER, 2017-2023 (USD MILLION)

TABLE 31 REST OF EUROPE BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY SOLUTION, 2017-2023 (USD MILLION)

TABLE 32 REST OF EUROPE BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY DEPLOYMENT, 2017-2023 (USD MILLION)

TABLE 33 REST OF EUROPE BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY END-USER, 2017-2023 (USD MILLION)

TABLE 34 ASIA BACK OFFICE WORKFORCE MANAGEMENT MARKET BY COUNTRY, 2017-2023 (USD MILLION)

TABLE 35 ASIA BACK OFFICE WORKFORCE MANAGEMENT MARKET BY SOLUTION, 2017-2023 (USD MILLION)

TABLE 36 ASIA BACK OFFICE WORKFORCE MANAGEMENT MARKET BY DEPLOYMENT, 2017-2023 (USD MILLION)

TABLE 37 ASIA BACK OFFICE WORKFORCE MANAGEMENT MARKET BY END-USER, 2017-2023 (USD MILLION)

TABLE 38 CHINA BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY SOLUTION, 2017-2023 (USD MILLION)

TABLE 39 CHINA BACK OFFICE WORKFORCE MANAGEMENT MARKET BY DEPLOYMENT, 2017-2023 (USD MILLION)

TABLE 40 CHINA BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY END-USER, 2017-2023 (USD MILLION)

TABLE 41 TAIWAN BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY SOLUTION, 2017-2023 (USD MILLION)

TABLE 42 TAIWAN BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY DEPLOYMENT (USD MILLION)

TABLE 43 TAIWAN BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY END-USER, 2017-2023 (USD MILLION)

TABLE 44 JAPAN BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY SOLUTION, 2017-2023 (USD MILLION)

TABLE 45 JAPAN BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY DEPLOYMENT (USD MILLION)

TABLE 46 JAPAN BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY END-USER, 2017-2023 (USD MILLION)

TABLE 47 INDIA BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY SOLUTION, 2017-2023 (USD MILLION)

TABLE 48 INDIA BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY DEPLOYMENT (USD MILLION)

TABLE 49 INDIA BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY END-USER (USD MILLION)

TABLE 50 PHILIPPINES BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY SOLUTION (USD THOUSANDS)

TABLE 51 PHILIPPINES BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY DEPLOYMENT (USD THOUSANDS)

TABLE 52 PHILIPPINES BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY END-USER (USD THOUSANDS)

TABLE 53 SOUTH KOREA BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY SOLUTION (USD MILLION)

TABLE 54 SOUTH KOREA BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY DEPLOYMENT (USD MILLION)

TABLE 55 SOUTH KOREA BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY END-USER (USD MILLION)

TABLE 56 SINGAPORE BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY SOLUTION (USD THOUSANDS)

TABLE 57 SINGAPORE BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY DEPLOYMENT (USD THOUSANDS)

TABLE 58 SINGAPORE BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY END-USER (USD THOUSANDS)

TABLE 59 HONG KONG BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY SOLUTION (USD THOUSANDS)

TABLE 60 HONG KONG BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY DEPLOYMENT (USD THOUSANDS)

TABLE 61 HONG KONG BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY END-USER (USD THOUSANDS)

TABLE 62 REST OF ASIA BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY SOLUTION, 2017-2023 (USD THOUSANDS)

TABLE 63 REST OF ASIA BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY DEPLOYMENT (USD THOUSANDS)

TABLE 64 REST OF ASIA BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY END-USER, 2017-2023 (USD THOUSANDS)

TABLE 65 PACIFIC BACK OFFICE WORKFORCE MANAGEMENT MARKET (USD MILLION)

TABLE 66 PACIFIC BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY SOLUTIONS (USD MILLION)

TABLE 67 PACIFIC BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY DEPLOYMENT (USD MILLION)

TABLE 68 PACIFIC BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY END-USER (USD MILLION)

TABLE 69 AUSTRALIA BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY SOLUTION (USD THOUSANDS)

TABLE 70 AUSTRALIA BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY DEPLOYMENT (USD THOUSANDS)

TABLE 71 AUSTRALIA BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY END-USER (USD THOUSANDS)

TABLE 72 NEW ZEALAND BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY SOLUTION (USD THOUSANDS)

TABLE 73 NEW ZEALAND BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY DEPLOYMENT (USD THOUSANDS)

TABLE 74 NEW ZEALAND BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY END-USER (USD THOUSANDS)

TABLE 75 REST OF PACIFIC BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY SOLUTION (USD THOUSANDS)

TABLE 76 REST OF PACIFIC BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY DEPLOYMENT (USD THOUSANDS)

TABLE 77 REST OF PACIFIC BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY END-USER (USD THOUSANDS)

TABLE 78 REST OF THE WORLD (ROW) BACK OFFICE WORKFORCE MANAGEMENT MARKET BY COUNTRY, 2017-2023 (USD MILLION)

TABLE 79 REST OF THE WORLD (ROW) BACK OFFICE WORKFORCE MANAGEMENT MARKET BY SOLUTION, 2017-2023 (USD MILLION)

TABLE 80 ROW BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY DEPLOYMENT (USD MILLION)

TABLE 81 REST OF THE WORLD (ROW) BACK OFFICE WORKFORCE MANAGEMENT MARKET BY END-USER, 2017-2023 (USD MILLION)

TABLE 82 MIDDLE EAST & AFRICA BACK OFFICE WORKFORCE MANAGEMENT MARKET BY SOLUTION, 2017-2023 (USD MILLION)

TABLE 83 MIDDLE EAST & AFRICA BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY DEPLOYMENT (USD MILLION)

TABLE 84 MIDDLE EAST & AFRICA BACK OFFICE WORKFORCE MANAGEMENT MARKET BY END-USER, 2017-2023 (USD MILLION)

TABLE 85 LATIN AMERICA BACK OFFICE WORKFORCE MANAGEMENT MARKET BY SOLUTION, 2017-2023 (USD MILLION)

TABLE 86 LATIN AMERICA BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY DEPLOYMENT (USD MILLION)

TABLE 87 LATIN AMERICA BACK OFFICE WORKFORCE MANAGEMENT MARKET BY END-USER, 2017-2023 (USD MILLION)

List of Figures

FIGURE 1 GLOBAL BACK OFFICE WORKFORCE MANAGEMENT MARKET: DRIVERS & RESTRAINTS

FIGURE 2 BACK OFFICE WORKFORCE MANAGEMENT SUPPLY CHAIN

FIGURE 3 GLOBAL BACK OFFICE WORKFORCE MANAGEMENT MARKET: PORTER’S FIVE FORCES ANALYSIS

FIGURE 4 GLOBAL BACK OFFICE WORKFORCE MANAGEMENT MARKET BY SOLUTION, 2017-2023 (USD MILLION)

FIGURE 5 GLOBAL BACK OFFICE WORKFORCE MANAGEMENT MARKET BY DEPLOYMENT, 2017-2023 (USD MILLION)

FIGURE 6 GLOBAL BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY END-USER 2017-2023 (USD MILLION)

FIGURE 7 GLOBAL BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY REGION, 2017-2023 (USD MILLION)

FIGURE 8 NORTH AMERICA BACK OFFICE WORKFORCE MANAGEMENT MARKET BY COUNTRY, 2017-2023 (USD MILLION)

FIGURE 9 NORTH AMERICA BACK OFFICE WORKFORCE MANAGEMENT MARKET BY SOLUTION, 2017-2023 (USD MILLION)

FIGURE 10 NORTH AMERICA BACK OFFICE WORKFORCE MANAGEMENT MARKET BY DEPLOYMENT, 2017-2023 (USD MILLION)

FIGURE 11 NORTH AMERICA BACK OFFICE WORKFORCE MANAGEMENT MARKET BY END-USER, 2017-2023 (USD MILLION)

FIGURE 12 EUROPE BACK OFFICE WORKFORCE MANAGEMENT MARKET BY COUNTRY, 2017-2023 (USD MILLION)

FIGURE 13 EUROPE BACK OFFICE WORKFORCE MANAGEMENT MARKET BY SOLUTION, 2017-2023 (USD MILLION)

FIGURE 14 EUROPE BACK OFFICE WORKFORCE MANAGEMENT MARKET BY DEPLOYMENT, 2017-2023 (USD MILLION)

FIGURE 15 EUROPE BACK OFFICE WORKFORCE MANAGEMENT MARKET BY END-USER, 2017-2023 (USD MILLION)

FIGURE 16 ASIA BACK OFFICE WORKFORCE MANAGEMENT MARKET BY COUNTRY, 2017-2023 (USD MILLION)

FIGURE 17 ASIA BACK OFFICE WORKFORCE MANAGEMENT MARKET BY SOLUTION, 2017-2023 (USD MILLION)

FIGURE 18 ASIA BACK OFFICE WORKFORCE MANAGEMENT MARKET BY DEPLOYMENT, 2017-2023 (USD MILLION)

FIGURE 19 ASIA BACK OFFICE WORKFORCE MANAGEMENT MARKET BY END-USER, 2017-2023 (USD MILLION)

FIGURE 20 PACIFIC BACK OFFICE WORKFORCE MANAGEMENT MARKET (USD MILLION)

FIGURE 21 PACIFIC BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY SOLUTIONS (USD MILLION)

FIGURE 22 PACIFIC BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY DEPLOYMENT (USD MILLION)

FIGURE 23 PACIFIC BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY END-USER (USD MILLION)

FIGURE 24 REST OF THE WORLD (ROW) BACK OFFICE WORKFORCE MANAGEMENT MARKET BY COUNTRY, 2017-2023 (USD MILLION)

FIGURE 25 REST OF THE WORLD (ROW) BACK OFFICE WORKFORCE MANAGEMENT MARKET BY SOLUTION, 2017-2023 (USD MILLION)

FIGURE 26 ROW BACK OFFICE WORKFORCE MANAGEMENT MARKET, BY DEPLOYMENT (USD MILLION)

FIGURE 27 REST OF THE WORLD (ROW) BACK OFFICE WORKFORCE MANAGEMENT MARKET BY END-USER, 2017-2023 (USD MILLION)

FIGURE 28 GLOBAL BACK OFFICE WORKFORCE MANAGEMENT KEY PLAYERS MARKET SHARE, 2016 (%)

FIGURE 29 GLOBAL BACK OFFICE WORKFORCE MANAGEMENT MARKET STRUCTURE

FIGURE 30 MRFR RESEARH PROCESS