Gartner Information Technology Research

Gartner Magic Quadrant for Contact Center Workforce Optimization

Summary

The contact center WFO market is dominated by two vendors; however, steady progress is being made by the rest of the pack. Driven by increasing customer demand for a holistic suite spanning all the major functional building blocks, a new wave of entrants is likely to emerge in 2012.

Published: 07 November 2011

ID: G00219327

Analyst(s): Jim Davies

Table Of Contents

What You Need to Know

Magic Quadrant

  • Market Overview
    • Market Definition/Description
  • Inclusion and Exclusion Criteria
    • Added
    • Dropped
  • Evaluation Criteria
    • Ability to Execute
    • Completeness of Vision
  • Leaders
  • Challengers
  • Visionaries
  • Niche Players
  • Vendor Strengths and Cautions
    • Aspect Software
    • Calabrio
    • Interactive Intelligence
    • Nice Systems
    • Verint Systems

Recommended Reading

  • Ability to Execute
  • Completeness of Vision

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