Wave Report

The Forrester Wave™: Workforce Optimization Platforms, Q4 2021

The Eight Providers That Matter Most And How They Stack Up

December 2nd, 2021
With contributors:
Ashutosh Sharma , Daniel Hong , Min Say , Bill Nagel


In our 31-criterion evaluation of workforce optimization (WFO) platform providers, we identified the eight most significant ones — Alvaria, Calabrio, Elevēo, Five9, Genesys, NICE, Playvox, and Verint — and researched, analyzed, and scored them. This report shows how each provider measures up and helps customer service leaders select the right one for their needs.

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