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The Forrester Wave™: Workforce Optimization Suites, Q3 2016

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

August 31, 2016

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Why Read This Report

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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  • Forrester Wave™: Workforce Optimization Suites, Q3 '16

Table of Contents

  • A Focus On Customer Experience Shifts The WFO Landscape
  • Workforce Optimization Suites Evaluation Overview
  • Vendor Profiles
  • Supplemental Material
  • Related Research Documents

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