Gartner Research

Disruption Ahead for the Customer Engagement Center Workforce Optimization Market

Published: 27 January 2016

ID: G00297947

Analyst(s): Jim Davies

Summary

The future of how and where heads of customer engagement purchase workforce optimization functionality will evolve dramatically over the next five years. In this research, we explore the impact of various future scenarios on the WFO market.

Table Of Contents
  • Impacts

Analysis

Impacts and Recommendations

  • The addition of viable WFO functionality to the portfolios of CCI vendors will simplify integration and vendor management, and reduce total cost of ownership, for organizations seeking to enhance their customer engagement capabilities
  • The most prominent WFO vendors will continue to develop industry-leading functionality and cross-domain workflow that will appeal to large complex organizations seeking best-of-breed capabilities
  • CRM vendors entering the WFO market will incorporate employee personality and performance to improve interactions between the enterprise's agents and customers, thereby elevating strategic customer goals

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