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Decision Matrix: Selecting a Workforce Optimization Vendor (Competitor Focus)


Description: 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.


Contents: CATALYST
SUMMARY
METHODOLOGY

MARKET DEVELOPMENTS
The WOTs market is characterized by growth and consolidation and driven by analytics 3
The workforce optimization Decision Matrix 5
Market leaders: NICE and Verint 6
The challengers: Aspect, eTalk and Envision 7

MARKET LEADERS
Market leaders: technology 8
Market leaders: user sentiment 9
Market leaders: impact 10

VENDOR ANALYSIS
Aspect: workforce optimization radars 12
Recommendation: consider 13
Envision: workforce optimization radars 14
Recommendation: explore 15
eTalk: workforce optimization radars 16
Recommendation: consider 17
NICE: workforce optimization radars 18
Recommendation: shortlist 19
Verint: workforce optimization radars 20
Recommendation: shortlist 21
VPI: workforce optimization radars 22
Recommendation: explore 22
Summary: the WOTs market will be dominated by suite providers 23

APPENDIX
Definitions 24
Mature components: 24
Developing components: 24
Extended methodology 25
Technology 25
User sentiment 26
Market impact 26
Further reading 27
Ask the analyst 28
Disclaimer 28

List of Tables
Table 1: The workforce optimization Decision Matrix- 6

List of Figures
Figure 1: The workforce optimization Decision Matrix 5
Figure 2: The workforce optimization Decision Matrix key 6
Figure 3: Market leaders analysis: technology 8
Figure 4: Market leaders analysis: user sentiment 10
Figure 5: Market leaders analysis: market impact 11
Figure 6: The Aspect workforce optimization radar 12
Figure 7: The Envision workforce optimization radar 14
Figure 8: The eTalk workforce optimization radar 16
Figure 9: The NICE workforce optimization radar 18
Figure 10: The Verint workforce optimization radar 20
Figure 11: The VPI workforce optimization radar 22




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