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)

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)

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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.

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

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