DUBLIN--(BUSINESS WIRE)--The "2017-2018 Workforce Optimization Product and Market Report" report has been added to Research and Markets' offering.
The 2017- 2018 edition of the Workforce Optimization Product and Market Report covers 8 leading and contending vendors: Aspect, Calabrio, dvsAnalytics, NICE, OnviSource and Verint are featured at an in-depth level throughout the Report; OpenText and ZOOM are covered at a higher level. Each year, the list of vendors changes based on participation criteria, customer requests and changing market dynamics.
Enterprises need WFO functionality more than ever, and the vendors who are responding with innovations, including new architectures and intelligent automation will be best positioned to adapt to changing market needs.
Unparalleled and insightful analysis into the transformation of the WFO sector
This annual Workforce Optimization Product and Market Report analyzes the workforce optimization (WFO) market and product suites. The core modules of WFO solutions are recording and quality assurance (QA)/quality management (QM), and true WFO suites also include at least 3 of the following 10 complementary applications: workforce management (WFM), contact center performance management (CCPM), speech analytics (SA), text analytics (TA), desktop analytics (DA), enterprise feedback management (EFM)/surveying, eLearning/coaching, gamification, customer journey analytics (CJA) and robotic process automation (RPA).
The 14th annual Workforce Optimization Product and Market Report presents the most thorough, accurate and comprehensive analysis of this transforming technology sector. The 400-page report provides all of the vendor, product, functional, technical, pricing and operational information that leaders in the contact center, IT and enterprise need to identify the right solution and vendor to meet their current and future WFO requirements. The report also provides an insightful analysis of WFO market activity for the first half of 2017, and provides 5-year market projections for the 12 WFO application components.
Key Topics Covered:
1. Executive Summary
3. Research Methodology
4. WFO Market Segments
5. Workforce Optimization Defined
6. Service Delivery Models
7. Implementation and ROI Analysis
8. WFO Market Trends and Challenges
9. WFO Market Innovation
10. Omni-Channel is the Future of the Contact Center
11. KPIs that Measure What's Important in the Era of Digital Transformation
12. Developing Great and Engaged Omni-Channel Agents
13. NewGen WFM: The Uber-ization of Contact Center Staffing
14. Analytics Improves the Customer Journey
15. Market Activity Analysis
16. WFO Market Projections
17. WFO Competitive Landscape
18. WFO Vendors and Solutions
19. WFO Vendor Satisfaction Analysis
21. Company Reports
- Aspect Software, Inc.
- OpenText Corporation
- Verint Systems
- ZOOM International
For more information about this report visit https://www.researchandmarkets.com/research/9w69dh/20172018?w=4