Back Office Workforce Management Market Size Report 2022-2028

The back office workforce management market is projected to reach US$ 6,713.2 million by 2028 from US$ 3,601.4 million in 2022; it is expected to grow at a CAGR of 10.9% from 2022 to 2028.

Back office workforce management applications help employees optimize their schedules, track time and attendance, and manage employee absenteeism and vacations. The capabilities of back office workforce management applications vary from industry to industry. For example, HR software is paired with a workforce management tool that integrates employee portals with biometric services in the IT sector.

Strategic Insights

Impact of COVID-19 Pandemic on Europe Back Office Workforce Management Market

Germany, France, and the UK have a large number of manufacturing facilities. The COVID-19 pandemic marginally affected manufacturers' operations, including IT market players, as developers continued their operations with limited workforces, which fractionally impacted the workforce management product deliveries in 2020. IT developers are dealing with a high demand for remote employee productivity tracking solutions due to lockdowns enacted in response to the rapid spread of the disease. Back office employees of many car manufacturing and electrical component manufacturing companies, and research and development teams began working from home in 2020. As a result, there has been a surge in cloud-based solutions in the region for workforce management.

Lucrative Regions for Back Office Workforce Management Market

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Market Insights – Back Office Workforce Management Market

Rising Demand for Mobile Workforce Management Apps to Fuel Back Office Workforce Management Market Growth in Future

Companies are increasingly preferring app-based workforce management platforms to create smart workplaces. Reluctance toward embracing the benefits of mobility may cost them a fortune, especially in the longer run, by triggering inefficiencies and employee dissatisfaction. A mobile application creates a central hub to provide consistency in employee experience. With location monitoring, businesses can deliver hyper-local content and send real-time alerts and notifications to their employees. When location monitoring is integrated into the application, location monitoring further helps deliver relevant and timely experiences while increasing efficiency, productivity, and engagement of the employees. Mobile applications make it simple to enter workers’ official day count and other related information in data systems. Apps serve as a single hub combining all digital touchpoints associated with the management into a seamless, user-friendly platform. Making all work-related materials available on a single app allows enterprises to ensure the seamless functioning of employees, both, on campus and at home. Management teams can communicate and collaborate with co-workers and the firm, as a whole, via official mobile apps. Moreover, these apps can automatically capture the arrival time of employees at their perspective workstations. Such benefits of mobile app-based solutions for workforce management are creating growth opportunities for the back office workforce management market players.

Component-Based Back Office Workforce Management Market Insights

The back office workforce management market analysis by solution, is segmented into robotic process automation, performance management, back office optimization, process analytics, and others. The robotic process automation segment accounted for the largest back office workforce management market share in 2021. Robotic process automation (RPA)  is a software technology that facilitates the creation, deployment, and management of software robots that emulate human behavior by interacting with digital systems and software. Like humans, software robots understand what is displayed on the screen, perform the correct keystrokes, navigate the systems, identify and extract data, and perform various predefined actions. RPA streamlines workflows and improves business profitability, flexibility, and responsiveness. It also enhances employee satisfaction, engagement, and productivity by eliminating redundant day-to-day work.

End-Use Industry-Based Market Insights

The back office workforce management market analysis by end-use industry, the back office workforce management market is segmented into IT and telecom, BFSI, retail and e-commerce, transportation, government, and others. The IT & telecom segment accounted for the largest back office workforce management market share in 2021. To handle traffic and process customer requests faster, telcos must maintain a smooth task and workflow management processes. Automated order entry and workflow management systems are gaining more popularity than traditional ordering systems, wherein employees have to manually enter new customer details or reschedule existing services and equipment. The workflow management systems often provide end users with web-based access. According to survey data by a customer service company, more than 90% of customers expect to manage their accounts, and brands and businesses by offering self-service portals.

Players operating in the back office workforce management market are mainly focused on the development of advanced and efficient products.

• In 2022, Genesys partnered with Thrive, a behavior changes technology company, to help their client organizations transform their relationships with employees. Thrive and Genesys have introduced a solution that enables organizations to embed well-being tools directly in the workflow and workforce management solutions so workers can de-stress, reset, and recharge in real time.
• In 2022, Verint introduced One Workforce, an innovative approach to eliminate silos and unify and empower both humans and bots. The success of customer engagement is based on organizations’ efforts to embrace a channel-less approach. The One Workforce approach helps orchestrate the entire customer engagement workforce—both humans and bots across the contact center, back office, and branch. It synchronizes the entire workforce as one large pool of resources and allocates the right work to the right resource at the right time. The solution shows flexibility with its work allocation capabilities based on business priorities.

Company Profiles

• NICE Ltd.
• Open Text Corporation
• Oracle Corporation
• Genesys
• Alvaria, Inc.
• Verint Systems, Inc.
• ActiveOps PLC
• Calabrio Inc.
• Intradiem
• Team Software