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
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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