Gartner Research

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

Published: 13 September 2013

ID: G00255687

Analyst(s): Jim Davies, Drew Kraus

Summary

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
  • Key Challenges

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

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