Gartner Research

MarketScope: Workforce Management Software for the Contact Center

Published: 01 October 2003

ID: G00117646

Analyst(s): Tom Berg, Wendy S. Close


Several good options are available for contact-center workforce management software. Ninety-five percent of customers Gartner surveyed reported measurable benefits. This report examines the state of this market.

Table Of Contents
  • Management Summary
  • Introduction
    • Rating for Overall Market or Market Segment
    • Evaluation Criteria
  • The Vendors
    • Aspect Communications
    • Blue Pumpkin
    • CenterForce Technologies
    • Envision
    • Expert Solutions International
    • Exametric
    • Genesys Telecommunications Technologies
    • GMT
    • IEX
    • InVision Software
    • ISC
    • Pipkins
    • Symon Communications
  • MarketScope Rating Framework
  • Conclusion
  • Acronym Key

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