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


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.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($2995).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.