2020 Gartner Magic Quadrant for Workforce Engagement Management 

Gartner names Genesys as a Visionary in Workforce Engagement Management 

While a contact center can be cost-intensive, forward-thinking companies focus on achieving goals and increasing profits, instead of just keeping costs down. They do this with agile workforce engagement management software that enables outstanding employee and customer experiences.  

The 2020 Gartner Magic Quadrant for Workforce Engagement Management evaluates eight vendors on their ability to execute and their completeness of vision – to help you make the right choice. 

Read the report to learn:

  • What the shift from workforce optimization (WFO) to workforce engagement management (WEM) means for you 
  • What to look for in a WEM solution provider 
  • How Gartner positions eight WEM vendors – as visionaries, leaders, challengers, and niche players 

You can discover how our cloud-based, AI-infused WEM solutions offer simplified workflows for quality evaluations, coaching, scheduling, learning assignments and more — all from a single application. 

Download the research report

Gartner mq report en thumbnails device (1)

*Gartner Peer Insights reviews constitute the subjective opinions of individual end-users based on their own experiences and does not represent the views of Gartner or its affiliates. 

*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 or other designation. 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. 

1Source: Gartner, The Future of Customer Service Workforce Engagement Management, 12 April 2019, Jim Davies, Simon Harrison 

Gartner Magic Quadrant for Workforce Engagement Management, 20 February 2020, Jim Davies, Jim Robinson 

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