2016 was a highly disruptive year for the WFO market. Mergers and acquisitions have altered the competitive landscape, and more activity is expected. End users are demonstrating a growing preference for purchasing WFO functionality directly from their contact center infrastructure vendor.
The rapid growth of cloud-based contact center infrastructure solutions and the need to be cloud-ready are driving a surge of innovation in the WFO market, including enhanced architectures, improved user interfaces, faster processing and new functionality. Back-office and branch WFO are also finally starting to gain traction. WFO vendors are making investments to capture this growing opportunity, as it is expected to represent an important part of their future business.
Analytics - speech, text, desktop and, increasingly, customer journey - represent the future of WFO. Organizations need insights into all of the actions that their employees take when interacting with customers. Analytics solutions provide the data required to determine the actions needed to remove any impediments to service excellence and ensure a consistently outstanding customer experience. Analytics solutions can provide agents with the information they need to deliver a personalized customer experience, which is a top goal for enterprises.
The 2016 - 2017 Workforce Optimization Product and Market Report provides the vendor, product, functional, technical and pricing information that enterprise, contact center and IT leaders need to select the right solution to meet their organization's current and future front- and back-office WFO requirements.
The report covers 9 leading and contending vendors at a detailed level: Aspect, Calabrio, dvsAnalytics, inContact, NICE, OnviSource, TelStrat, Verint, and ZOOM International.
Key Topics Covered:
1. Executive Summary
3. Research Methodology
4. Quality Management/Liability Recording Market Segments
5. Workforce Optimization Defined
6. Service Delivery Models for WFO Solutions
7. Workforce Optimization Market Trends and Challenges
8. WFO Market Innovation
9. Analytics is the Future of WFO
10. It's Time to Adopt Analytics-Enabled Quality Assurance
11. Best Practices for Managing and Engaging Millennials
12. Omni-Channel Customer Engagement
13. Using WFO to Support Top Servicing Trends
14. WFO Market Activity Analysis
15. WFO Market Projections for 2016 through 2020
16. WFO Competitive Landscape
17. WFO Vendors and Solutions
18. Core Functional Analysis
19. Other WFO Components
20. WFO Vendor Satisfaction Analysis
22. Company Reports
For more information about this report visit http://www.researchandmarkets.com/research/cwjbc5/20162017
Research and Markets
Laura Wood, Senior Manager
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