Gartner Research

Research Roundup for Customer Engagement Center Workforce Optimization

Published: 19 February 2014

ID: G00262275

Analyst(s): Jim Davies


The workforce optimization market continues to evolve, with new entrants emerging and analytics becoming a key investment area. The established leaders still dominate, but this situation is not guaranteed to last.

Table Of Contents


Research Highlights

  • Looking Back at 2012
  • Market Dynamics During 2013
  • Vendor Landscape During 2013
  • Best Practices During 2013
  • Looking Forward to 2014

Gartner Recommended Reading

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.