[March 03, 2015]

eg solutions: Frost & Sullivan Profiles Back Office Workforce Optimization Market

The emerging Back Office Workforce Optimization (BOWFO) market is being viewed as an attractive, emerging category with high growth potential, according to the latest report into the Back Office conducted and launched by analyst house Frost & Sullivan (News - Alert).

The Report - Back Office Workforce Optimization (BOWFO): Driving Enhanced Customer Experience with Real-Time Back Office Intelligence - is now available for download on its website and will be co-promoted by eg solutions, the pioneer and pacesetter in enterprise workforce optimization software for the back office.

Frost & Sullivan defines BOWFO as a software solution that helps manage people, processes and workflow in the Back Office to improve operational effectiveness, customer service and compliance.

The Report - one of the first of its kind into this emerging market, states "…the Back Office represents a vast and largely untapped reservoir of the type of performance improvement that the contact center has enjoyed for years. Operating an array of customer related operations processes the Back Office may rightfully claim to be the engine that drives organizational performance from behind the scenes. Back Office Workforce Optimization (BOWFO) provides a way to tap that reservoir."

"All customer-centric companies agree that a well-managed customer experience is a key differentiator," says Alexander Michael, Director of Consulting at Frost & Sullivan. "What few people realize is that most activities that ensure a consistent customer experience actually take place in the back office. For this reason, optimizing the performance of the back office directly influences profitability."

The Frost ∓ Sullivan report is the most detailed into the emerging BOWFO market from a globally recognized analyst house, defining what it is and how it works, as well as detailing the benefits of improved performance, better customer experience, evidencing compliance, targeted professional development, and employee empowerment. It goes on to share key considerations in BOWFO vendor selection, profiles how one company, UK based The Life & Pensions Servicing Division of Capita benefited by deploying a BOWFO Suite and gives its view on this emerging market.

Elizabeth Gooch, CEO, eg solutions, stated: "This welcome Report highlights those market drivers pushing the sector to the forefront of the enterprise's mindset, not least the need to control processes through transparency, BOWFO's increased ability to provide a quick return on investment and greater efficiency, as well as the increasing recognition of the importance of customer service improvement."

"We have known for many years that the Back Office is a major contributor to the success of an enterprise and given the potential for impacting the customer experience, efficiency and compliance, it plays a vital and increasingly strategic role. This Report is the most comprehensive available today on what is driving the market, as well as what companies should be looking for in BOWFO solutions and vendors as they seek to optimize their Back Office, " concluded Elizabeth Gooch.

The Report can be found at: http://info.egoptimize.com/fsreport/

Notes to editors

About eg solutions

eg solutions is a provider of enterprise workforce optimization solutions, specializing in the back office. eg pioneered this new market space and developed the most complete, purpose built workforce optimization software for back offices - the only solution that manages work, people and end-to-end processes wherever they are undertaken, anywhere in the world.

Over 100,000 users in leading UK and international companies in multiple industry sectors, including financial services, healthcare and utilities use our software.

Using our forecasting, scheduling, real-time work management and operational analytics capabilities we deliver measurable improvements in customer service, quality, productivity and regulatory compliance. Supported by the eg principles of operational management implementation and training services we guarantee operational productivity gains and return on investment in short timescales.

Regardless of who is serving the customer - call center, back offices, branches or the field - our solutions provide true insight into the full customer service process and promote world-class operational management capability.

The eg operational intelligence suite is available in the cloud, as a managed service, and on-premise.

The Company is listed on the Alternative Investment Market ('AIM') of the London Stock Exchange (EGS).

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