Frost & Sullivan Launch Major Market Report on Back Office Workforce Optimisation

6 February 2015

Market pioneer eg solutions, profiled in market overview of emerging market 

The most comprehensive study on the emerging Back Office Workforce Optimisation (BOWFO) market has been launched by analyst house Frost & Sullivan.

The Report – Profiling the Back Office Workforce Optimisation Market – is being made available for download on its website and will be promoted by eg solutions, the pioneer and pacesetter in enterprise workforce optimisation 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 and business agility.  It goes on to say “…The Back Office is a major contributor to the success of any business, and has the ability to significantly impact the Customer Experience. Customer expectations are met and exceeded when Back Office work is done efficiently. Errors, on the other hand, can lead to significant increases in Front Office volume, higher operational costs, and unsatisfied customers.”

Elizabeth Gooch, CEO of eg solutions, stated: “eg operational intelligence® was the first purpose built enterprise back office workforce optimisation software product and is now recognised by many in the market as the most comprehensive WFO suite. This is a vindication of the approach we took and continue to take, designing eg operational intelligence® to solve real problems of achieving operational efficiency, customer satisfaction and compliance experienced by our customers. The suite has been constantly refined to support their developing requirements.”

The Frost & Sullivan report is the most detailed into the emerging BOWFO market from a globally recognised analyst house, defining what it is and how it works, as well as detailing the benefits of its use such as improved performance, better customer experience, targeted professional development, and employee empowerment.  It goes on to profile the key vendors and gives its view for this emerging market.

“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, it plays a vital and increasingly strategic role. We welcome this Report – the time has come for a market that has often been underestimated and overlooked in terms of development and investment,” concluded Elizabeth Gooch.

The Report can be found at:

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