Gartner Research

Disruption Ahead for the Customer Engagement Center Workforce Optimization Market

Published: 27 January 2016

ID: G00297947

Analyst(s): Jim Davies


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


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

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.