Wave Report

The Forrester Wave™: Workforce Optimization Suites, Q3 2016

The Nine WFO Providers That Matter Most And How They Stack Up

August 31st, 2016
Ian Jacobs, VP, Research Director
Ian Jacobs VP, Research Director
With contributors:
Stephen Powers , Art Schoeller , Bill Seguin , Peter Harrison

Summary

In our 39-criteria evaluation of workforce optimization (WFO) suite providers, we identified the nine most significant vendors — Aspect Software, Calabrio, Genesys, inContact, Interactive Intelligence, NICE, OpenText, TelStrat, and Verint Systems — and researched, analyzed, and scored them. This report shows application development and delivery (AD&D) professionals how each provider measures up and helps customer service application pros recommend the best one for their organization.

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