Landscape Report

Now Tech: Workforce Optimization Platforms, Q3 2021

Forrester’s Overview Of 21 WFO Platform Providers

August 31st, 2021
Vasupradha Srinivasan, Principal Analyst
Vasupradha Srinivasan Principal Analyst
With contributors:
Ashutosh Sharma , Ian Jacobs , Daniel Hong , Art Schoeller , Sukriti Dangi , Kara Hartig

Summary

You can use workforce optimization (WFO) platforms to improve operational efficiency, employees’ productivity and engagement, and compliance for customer service operations. But to realize these benefits, you must first select from a diverse set of vendors that vary by size, functionality, geography, and vertical market focus. Customer service technology leaders should use this report to understand the value they can expect from a WFO provider and to select one based on size and functionality.

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