Gartner Information Technology Research

Gartner Magic Quadrant for Customer Engagement Center Workforce Optimization

Summary

The two established Leaders still dominate the market overall, but increasing pressure is being applied by the up-and-coming CCI vendors that are gaining mind share due to their broader value proposition. Analytics is now integral to most new WFO investments.

Published: 12 November 2014

ID: G00262609

Analyst(s): Jim Davies

Table Of Contents

Market Definition/Description

Magic Quadrant

  • Vendor Strengths and Cautions
    • Aspect
    • Calabrio
    • Collab
    • Genesys
    • inContact (Uptivity)
    • Interactive Intelligence
    • Nice Systems
    • Verint Systems
    • Zoom-Teleopti
  • Vendors Added and Dropped
    • Added
    • Dropped

Inclusion and Exclusion Criteria

Evaluation Criteria

  • Ability to Execute
  • Completeness of Vision
  • Quadrant Descriptions
    • Leaders
    • Challengers
    • Visionaries
    • Niche Players

Context

Market Overview

Gartner Recommended Reading

  • Ability to Execute
  • Completeness of Vision

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