Gartner Research

Critical Capabilities for Workforce Engagement Management


WEM functionally varies dramatically as mature workforce optimization vendors continue to evolve their capabilities and new entrants struggle to deliver the underpinning basics. Application leaders should use this research to assess the functions available against their specific use cases.

Published: 26 April 2021

ID: G00467663

Analyst(s): Jim Davies Jim Robinson Kim Dans Mark Dauigoy

Table Of Contents


What You Need to Know


  • Aspect
  • Calabrio
  • Eleveo
  • Genesys
  • Lifesize
  • NICE
  • Verint
  • Recruitment and Onboarding
  • Evaluation and Improvement
  • Time Management
  • Assistance and Task Management
  • Metrics and Recognition
  • Voice of the Employee
  • Information Access
  • Process Efficiency
  • Customer Intelligence
  • Intelligent Dialogue

Inclusion Criteria

Gartner Recommended Reading

Critical Capabilities Methodology

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