Market Overview: Workforce Optimization Solutions

Despite the rise of self-service and peer-to-peer channels, consumers still choose to interact with contact center agents. Those interactions then have a significant impact on overall customer experience. Customer interaction data can be a rich source of feedback for stakeholders in the larger customer experience ecosystem such as marketing, product development, and sales. While vendor consolidation and the move to the cloud can simplify integration requirements and vendor management, as well as improve data quality, the disruption in the workforce optimization (WFO) market can impair enterprise capabilities. This report lays out the current trends, market structure, and recommendations on how application development and delivery (AD&D) pros can acquire, deploy, and manage WFO applications.