GARTNER REPORT

Disruption Ahead for the Customer Engagement Center Workforce Optimization Market

Disruption Ahead for the Customer Engagement Center Workforce Optimization Market

The future of how and where heads of contact center and customer engagement purchase workforce optimization (WFO) functionality will evolve dramatically over the next five years.

In this research Gartner Analyst, Jim Davies, explores the impact of various future scenarios of the WFO market including:

  • Evolution of the three major technology categories within the contact center – contact center infrastructure (CCI), CRM and WFO
  • How best-of-breed WFO vendors will be squeezed out or acquired by CCI and CRM vendors
  • How you can reduce TCO (total cost of ownership) and enhance customer engagement by choosing your CCI vendor for WFO functionality

* Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

**This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Genesys.

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