Gartner Research

Research Roundup for Customer Engagement Center Workforce Optimization

Published: 19 February 2014

ID: G00262275

Analyst(s): Jim Davies

Summary

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

Analysis

Research Highlights

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

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