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North America Back-office workforce management Market Forecast to 2028 – COVID-19 Impact and Regional Analysis – by Solution (Robotic Automation Process, Performance Management, Back Office Optimization, Process Analytics, and Others) and End User Industry (IT and Telecom, BFSI, Transportation, Retail and E-Commerce, Government, and Others)
- Report Code : BMIRE00027201
- Pages : 115
The back-office workforce management market in North America is expected to grow from US$ 1,429.77 million in 2022 to US$ 2,692.00 million by 2028. It is estimated to grow at a CAGR of 11.1% from 2022 to 2028.
Need for Automation in Workforce Tasks
Back-office functions require many personnel in many businesses and government organizations. Businesses are planning to reduce manual efforts required in back-office operations by automating these operations. Organizations seek to transform their back-office management practices by improving visibility and transparency, cutting down operational costs, enhancing customer/constituent experience, and increasing engagement. Workforce management platforms allow them to appoint resources with appropriate skill sets to meet the anticipated staffing requirements; moreover, these platforms help them predict the back-office staffing requirements. Back-office departments may need to undertake various types of tasks simultaneously, and all these tasks call for distinct expertise. Workforce management solutions help monitor the volume of incoming and outgoing work, including backlogged and deferred tasks, as most back-offices lack the automation capabilities necessary to simplify these tasks. The back-office workforce management solutions monitor the performance of employees through desktop analytics, which involves recording their desktop activities, monitoring job allocation and management, and keeping a log of manual check-ins and check-outs. Although the degree of automation may vary with the job type, all back-office workforce management tools can gather the vast amount of data needed to execute their job. For example, BambooHR, a back-office workforce management solution provider that majorly caters to medium-sized organizations, provides a solution with a comprehensive set of functions such as time and attendance monitoring, and recruitment automation. Thus, the need for automation in back-office workforce management fuels the market growth during the forecast period.
Market Overview
In North America, the US is one of the most important markets for back-office workforce management vendors, as more than 120 of the Fortune 500 companies are headquartered in the country. Moreover, the US is a leading adopter of modern technologies. Based on the world bank report, there were small and medium enterprises (SMEs) were functional in the US in 2020. Furthermore, despite being at an epicenter of health hazards and recessions in modern history, start-up activities in the US have managed to flourish in the last few years. Thus, the country has a significant customer base for the back-office workforce management market players. The growing adoption of robotic process automation (RPA) across various industries is also fueling the back-office workforce management market growth in North America. RPA is also being rapidly adopted by government agencies. The US government included RPA in the budget for the fiscal year 2020; it was mentioned in a dialog box to emphasize its importance. Hence, the growing adoption of RPA, coupled with rising awareness of towards workforce optimizations, is anticipated to propel the use of back-office workforce management solutions during the forecast period.
North America Back-office workforce management Market Revenue and Forecast to 2028 (US$ Million)
North America Back-office workforce management Market Segmentation
The North America back-office workforce management market is segmented into solution, end user, and country. Based on solution, the market is segmented into robotic automation process, performance management, back-office optimization, process analytics, and others. The robotic automation process segment held the largest market share in 2022.
Based on end user, the market is segmented into IT and telecom, BFSI, transportation, retail and E-commerce, government, and others. The IT and telecom segment held the largest market share in 2022. Based on country, the market is segmented into US, Canada, and Mexico. The US dominated the market share in 2022.
NICE Ltd.; Open Text Corporation; Verint Systems, Inc.; ActiveOps PLC; Alvaria, Inc.; Calabrio Inc.; Oracle Corporation; Genesys; Intradiem; and Team Software are the leading companies operating in the back-office workforce management market in the North America region.
TABLE OF CONTENTS
1. Introduction
1.1 Study Scope
1.2 The Insight Partners Research Report Guidance
1.3 Market Segmentation
1.3.1 North America Back Office Workforce Management Market – By Solution
1.3.2 North America Back Office Workforce Management Market – By End User Industry
1.3.3 North America Back Office Workforce Management Market – By Country
2. Key Takeaways
3. Research Methodology
3.1 Coverage
3.2 Secondary Research
3.3 Primary Research
4. North America Back Office Workforce Management – Market Landscape
4.1 Market Overview
4.2 PEST Analysis
4.2.1 North America
4.3 Ecosystem Analysis
4.4 Expert Opinions
5. North America Back Office Workforce Management Market – Market Dynamics
5.1 Key Market Drivers
5.1.1 Rise in Demand for Cloud-Based Platforms for Workforce Management
5.1.2 Need for Automation in Workforce Tasks
5.2 Key Market Restraints
5.2.1 Privacy and Security Concerns Associated with Cloud-Based Solutions
5.3 Key Market Opportunities
5.3.1 Demand for Mobile Workforce Management Apps
5.4 Future Trends
5.4.1 Integration of Artificial Intelligence into Workforce Management Solutions
5.5 Impact Analysis of Drivers and Restraints
6. Back Office Workforce Management Market – North America Market Analysis
6.1 Overview
6.2 North America Back Office Workforce Management Market Revenue and Forecast to 2028 (US$ Million)
7. North America Back Office Workforce Management Market Analysis – By Solution
7.1 Overview
7.2 North America Back Office Workforce Management Market Breakdown, by Solution, 2021 & 2028
7.3 Robotic Automation Process
7.3.1 Overview
7.3.2 Robotic Automation Process Market Revenue and Forecast to 2028 (US$ Million)
7.4 Performance Management
7.4.1 Overview
7.4.2 Performance Management Market Revenue and Forecast to 2028 (US$ Million)
7.5 Back Office Optimization
7.5.1 Overview
7.5.2 Back Office Optimization Market Revenue and Forecast to 2028 (US$ Million)
7.6 Process Analytics
7.6.1 Overview
7.6.2 Process Analytics Market Revenue and Forecast to 2028 (US$ Million)
7.7 Others
7.7.1 Overview
7.7.2 Others Market Revenue and Forecast to 2028 (US$ Million)
8. North America Back Office Workforce Management Market Analysis – By End User Industry
8.1 Overview
8.2 North America Back Office Workforce Management Market Breakdown, By End User Industry, 2021 & 2028
8.3 IT and Telecom
8.3.1 Overview
8.3.2 IT and Telecom Market Revenue and Forecast to 2028 (US$ Million)
8.4 BFSI
8.4.1 Overview
8.4.2 BFSI Market Revenue and Forecast to 2028 (US$ Million)
8.5 Retail and E-commerce
8.5.1 Overview
8.5.2 Retail and E-commerce Market Revenue and Forecast to 2028 (US$ Million)
8.6 Transportation
8.6.1 Overview
8.6.2 Transportation Market Revenue and Forecast to 2028 (US$ Million)
8.7 Government
8.7.1 Overview
8.7.2 Government Market Revenue and Forecast to 2028 (US$ Million)
8.8 Others
8.8.1 Overview
8.8.2 Others Market Revenue and Forecast to 2028 (US$ Million)
9. North America Back Office Workforce Management Market – by Country Analysis
9.1 North America: Back Office Workforce Management Market
9.1.1 Overview
9.1.2 North America: Back Office Workforce Management Market Revenue and Forecast, by Country (2021 and 2028)
9.1.2.1 US: Back Office Workforce Management Market – Revenue and Forecast to 2028 (US$ Million)
9.1.2.1.1 US Back Office Workforce Management Market Breakdown, By Solution
9.1.2.1.2 US Back Office Workforce Management Market Breakdown, By End User Industry
9.1.2.2 Canada: Back Office Workforce Management Market – Revenue and Forecast to 2028 (US$ Million)
9.1.2.2.1 Canada Back Office Workforce Management Market Breakdown, By Solution
9.1.2.2.2 Canada Back Office Workforce Management Market Breakdown, By End User Industry
9.1.2.3 Mexico: Back Office Workforce Management Market – Revenue and Forecast to 2028 (US$ Million)
9.1.2.3.1 Mexico Back Office Workforce Management Market Breakdown, By Solution
9.1.2.3.2 Mexico Back Office Workforce Management Market Breakdown, By End User Industry
10. Industry Landscape
10.1 Overview
10.2 Market Initiative
10.3 Merger and Acquisition
10.4 New Development
11. Company Profiles
11.1 NICE Ltd.
11.1.1 Key Facts
11.1.2 Business Description
11.1.3 Products and Services
11.1.4 Financial Overview
11.1.5 SWOT Analysis
11.1.6 Key Developments
11.2 Open Text Corporation
11.2.1 Key Facts
11.2.2 Business Description
11.2.3 Products and Services
11.2.4 Financial Overview
11.2.5 SWOT Analysis
11.2.6 Key Developments
11.3 Verint Systems, Inc.
11.3.1 Key Facts
11.3.2 Business Description
11.3.3 Products and Services
11.3.4 Financial Overview
11.3.5 SWOT Analysis
11.3.6 Key Developments
11.4 ActiveOps PLC
11.4.1 Key Facts
11.4.2 Business Description
11.4.3 Products and Services
11.4.4 Financial Overview
11.4.5 SWOT Analysis
11.4.6 Key Developments
11.5 Alvaria, Inc.
11.5.1 Key Facts
11.5.2 Business Description
11.5.3 Products and Services
11.5.4 Financial Overview
11.5.5 SWOT Analysis
11.5.6 Key Developments
11.6 Calabrio Inc.
11.6.1 Key Facts
11.6.2 Business Description
11.6.3 Products and Services
11.6.4 Financial Overview
11.6.5 SWOT Analysis
11.6.6 Key Developments
11.7 Oracle Corporation
11.7.1 Key Facts
11.7.2 Business Description
11.7.3 Products and Services
11.7.4 Financial Overview
11.7.5 SWOT Analysis
11.7.6 Key Developments
11.8 Genesys
11.8.1 Key Facts
11.8.2 Business Description
11.8.3 Products and Services
11.8.4 Financial Overview
11.8.5 SWOT Analysis
11.8.6 Key Developments
11.9 Intradiem
11.9.1 Key Facts
11.9.2 Business Description
11.9.3 Products and Services
11.9.4 Financial Overview
11.9.5 SWOT Analysis
11.9.6 Key Developments
11.10 Team Software
11.10.1 Key Facts
11.10.2 Business Description
11.10.3 Products and Services
11.10.4 Financial Overview
11.10.5 SWOT Analysis
11.10.6 Key Developments
12. Appendix
12.1 About The Insight Partners
12.2 Glossary of Terms
LIST OF TABLES
Table 1. North America Back Office Workforce Management Market Revenue and Forecast to 2028 (US$ Million)
Table 2. North America: Back Office Workforce Management Market, Revenue and Forecast to 2028 – By Country (US$ Million)
Table 3. US Back Office Workforce Management Market Revenue and Forecast to 2028 – By Solution (US$ Million)
Table 4. US Back Office Workforce Management Market Revenue and Forecast to 2028 – By End User Industry (US$ Million)
Table 5. Canada Back Office Workforce Management Market Revenue and Forecast to 2028 – By Solution (US$ Million)
Table 6. Canada Back Office Workforce Management Market Revenue and Forecast to 2028 – By End User Industry (US$ Million)
Table 7. Mexico Back Office Workforce Management Market Revenue and Forecast to 2028 – By Solution (US$ Million)
Table 8. Mexico Back Office Workforce Management Market Revenue and Forecast to 2028 – By End User Industry (US$ Million)
Table 9. Glossary of Terms, Back Office Workforce Management Market
LIST OF FIGURES
Figure 1. North America Back Office Workforce Management Market Segmentation
Figure 2. North America Back Office Workforce Management Market Segmentation – By Country
Figure 3. North America Back Office Workforce Management Market Overview
Figure 4. North America Back Office Workforce Management Market, By Solution
Figure 5. North America Back Office Workforce Management Market, By End User Industry
Figure 6. North America Back Office Workforce Management Market, By Country
Figure 7. North America: PEST Analysis
Figure 8. North America Ecosystem Analysis
Figure 9. North America Expert Opinion
Figure 10. North America Back Office Workforce Management Market Impact Analysis of Drivers and Restraints
Figure 11. North America Back Office Workforce Management Market Revenue and Forecast To 2028 (US$ Million)
Figure 12. North America Back Office Workforce Management Market Breakdown, by Solution, 2021 & 2028 (%)
Figure 13. North America Robotic Automation Process Market Revenue and Forecast to 2028 (US$ Million)
Figure 14. North America Performance Management Market Revenue and Forecast to 2028 (US$ Million)
Figure 15. North America Back Office Optimization Market Revenue and Forecast to 2028 (US$ Million)
Figure 16. North America Process Analytics Market Revenue and Forecast to 2028 (US$ Million)
Figure 17. North America Others Market Revenue and Forecast to 2028 (US$ Million)
Figure 18. North America Back Office Workforce Management Market Breakdown, By End User Industry, 2021 & 2028 (%)
Figure 19. North America IT and Telecom Market Revenue and Forecast to 2028 (US$ Million)
Figure 20. North America BFSI Market Revenue and Forecast to 2028 (US$ Million)
Figure 21. North America Retail and E-commerce Market Revenue and Forecast to 2028 (US$ Million)
Figure 22. North America Transportation Market Revenue and Forecast to 2028 (US$ Million)
Figure 23. North America Government Market Revenue and Forecast to 2028 (US$ Million)
Figure 24. North America Others Market Revenue and Forecast to 2028 (US$ Million)
Figure 25. North America: Back Office Workforce Management Market, by Country – Revenue (2021) (US$ Million)
Figure 26. North America: Back Office Workforce Management Market, by Country, 2021 & 2028 (%)
Figure 27. US: Back Office Workforce Management Market – Revenue and Forecast to 2028 (US$ Million)
Figure 28. Canada: Back Office Workforce Management Market – Revenue and Forecast to 2028 (US$ Million)
Figure 29. Mexico: Back Office Workforce Management Market – Revenue and Forecast to 2028 (US$ Million)
● Save and reduce time carrying out entry-level research by identifying the growth, size, leading players, and segments in the North America back-office workforce management market.
● Highlights key business priorities in order to assist companies to realign their business strategies
● The key findings and recommendations highlight crucial progressive industry trends in the North America back-office workforce management market, thereby allowing players across the value chain to develop effective long-term strategies
● Develop/modify business expansion plans by using substantial growth offering developed and emerging markets
● Scrutinize in-depth North America market trends and outlook coupled with the factors driving the North America back-office workforce management market, as well as those hindering it
● Enhance the decision-making process by understanding the strategies that underpin commercial interest with respect to client products, segmentation, pricing, and distribution
The List of Companies – North America Back-office workforce management Market
● NICE Ltd.
● Open Text Corporation
● Verint Systems, Inc.
● ActiveOps PLC
● Alvaria, Inc.
● Calabrio Inc.
● Oracle Corporation
● Genesys
● Intradiem
● Team Software
At 11.1% CAGR, the North America Back-Office Workforce Management Market is speculated to be worth US$ 2,692.00 million by 2028, says The Insight Partners
According to The Insight Partners’ research, the North America back-office workforce management market was valued at US$ 1,429.77 million in 2022 and is expected to reach US$ 2,692.00 million by 2028, registering an annual growth rate of 11.1% from 2022 to 2028. Rise in demand for cloud-based platforms for workforce management and need for automation in workforce tasks.
The introduction of cloud computing has made the process of optimizing businesses hassle-free. The North America demand for cloud-based workforce management tools is rising as these solutions can be accessed with ease using mobile devices. The self-service capabilities of these solutions help lower the need for manual efforts required to complete labor-intensive jobs. Moreover, as data is not lost when a computer, system, or laptop crash, cloud-based solutions seem highly secure. Real-time data and other enterprise software can be hosted on cloud-based platforms and accessed from any place at any time. Being able to access these solutions from remote locations helps enhance the productivity of managing teams. Also, the teams may use Big Data analysis tools to make smarter, more well-informed decisions. The workforce management solutions use the processed information to make recommendations on how to optimize the operations of workforces. For instance, in June 2022, Verint launched One Workforce based on its cloud platform; the solution utilizes analytics and automation capabilities by benefitting enterprise resources with improved capacity, flexibility, and agility. The platform provides one workforce approach to provide the entire customer engagement across contact centers, back-offices, and branches. These factors help boost the demand for back-office workforce management solutions, thereby driving the market growth during the forecast period. This is expected to drive the market during the forecast period.
On the contrary, privacy and security concerns associated with cloud-based solutions hurdles the growth of North America back-office workforce management market.
Based on solution, the North America back-office workforce management market is categorized into robotic automation process, performance management, back-office optimization, process analytics, and others. The robotic automation process segment held 37.1% market share in 2022, amassing US$ 530.88 million. It is projected to garner US$ 1,038.95 million by 2028 to expand at 11.8% CAGR during 2022–2028.
Based on end user, the North America back-office workforce management market is categorized into IT and telecom, BFSI, transportation, retail and E-commerce, government, and others. The IT and telecom segment held 32.4% market share in 2022, amassing US$ 463.11 million. It is projected to garner US$ 936.05 million by 2028 to expand at 12.4% CAGR during 2022–2028.
Based on country, the North America back-office workforce management market has been categorized into the US, Canada, and Mexico. Our regional analysis states that US captured 84.3% market share in 2022. It was assessed at US$ 1,205.01 million in 2022 and is likely to hit US$ 2,298.97 million by 2028, exhibiting a CAGR of 11.4% during the forecast period.
Key players dominating the North America back-office workforce management market are NICE Ltd.; Open Text Corporation; Verint Systems, Inc.; ActiveOps PLC; Alvaria, Inc.; Calabrio Inc.; Oracle Corporation; Genesys; Intradiem; and Team Software among others.
In Nov 2021, NICE Adds Powerful Innovations to Optimize Workforce Management and Improve Experiences for Digital Consumers. In Dec 2021, Verint Releases New Capabilities to Help Organizations Automate Workforce Planning for a Gradual and Safe Return to the Office.
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