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Decision Matrix: Selecting a Workforce Optimization Vendor (Competitor Focus)
Datamonitor, Nov 2008, Pages: 28
Due to demand from enterprises which want to invest in Workforce Optimization (WOTs) solutions, Datamonitor has developed the Workforce Optimization Decision Matrix. This report explores the competitive dynamics within the WOTs market and helps businesses select a vendor based on its technology strength, reputation among customers, and impact in the market.
Scope
- Provides an overview of the most important trends affecting the Workforce Optimization market and influencing its competitive dynamics.
- Delivers an overall comparison of Workforce Optimization vendors in terms of their technology, user sentiment and market impact.
- Presents a detailed view of each vendors WOTs offering and capabilities, as well as providing advice on the suitability of these offerings.
- Vendors covered include: Aspect, Envision, eTalk, NICE, Verint and VPI
Highlights of this title
On the whole, the contact center technology industry is moving towards more business process oriented solutions as opposed to technology products. The rapidly growing WOTs market has transformed over the past two years to meet these demands as vendors have added analytics, business intelligence products and integrated suite solutions.
The reasons behind the market expansion are many, but there is a consensus that the primary motive by vendors is an attempt to enter the enterprise applications market and unlock the potential of the increasing volume of unstructured customer interaction data captured within the contact center and the enterprise (back office and branch locations).
Key reasons to purchase this title
- Gain detailed knowledge of Workforce Optimization vendors strengths with regards to technology, user sentiment and market impact.
- Workforce Optimization vendors can benchmark their own performance in various key criteria against their competitors.
- Enterprise IT managers will gain valuable insight to improve their Workforce Optimization purchasing decisions.
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