Selecting a Workforce Optimization Solution in a Market Driven by Contact Center Infrastructure

Archived Published: 13 September 2013 ID: G00255687

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Contact center technology decision makers should use the checklists and tables in this document to help determine if using their contact center infrastructure vendors' own workforce optimization software can help reduce operations costs and optimize processes.

Table of Contents

  • Introduction
  • Analysis
    • Map Out the Factors Influencing a CCI-Driven WFO Selection Process
    • Quantify the Business Benefit of Procuring a CCI-Driven WFO
    • Examine the WFO Capabilities of Your Incumbent CCI Vendor to Determine Viability
  • Recommended Reading
© 2013 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartners research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

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