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Forrester research report

The Forrester Wave™: Workforce Optimization Platforms, Q4 2021

Empower employees with the Genesys Cloud CX platform, a contact center solution recognized for bringing together key elements of WFO

Modern workforce engagement management (WEM) technology has moved beyond measuring simple operational objectives like service levels and productivity numbers.

Workforce optimization (WFO) suites bring managers and employees together to provide training, growth, and next-level customer service. And Genesys leads with a purpose-built suite that provides modern, artificial intelligence (AI) WFO capabilities for businesses of all sizes.

Get the full report to learn more about what a best-in-class WFO solution can do for you.


  • Essential capabilities for a modern WFO solution
  • Key trends driving the WFO landscape
  • What to look for in a WFO solution provider