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The contact center WFM market is at a critical juncture. New vendors and enhanced offerings are entering the market, giving buyers a greater variety of options. The 2011- 2012 Contact Center Workforce Management Market Report provides the most up-to-date, fact-based and objective analysis of the contact center WFM market – its products, vendors, functionality, trends, challenges, innovation, benefits and ROI, market share by vendor, pricing, best practices, and more.
Scope of the Report
The 2011 – 2012 Workforce Management Market Report presents a comprehensive and authoritative analysis of all aspects of the contact center WFM market. It addresses market trends, challenges, best practices, return on investment (ROI), benefits, customer satisfaction, market innovation, vendors, products, functionality, technology, market share, adoption rates, projections and pricing. This Report presents and analyzes all aspects of the functional components of these highly valuable but complex solutions. It provides a detailed description of the core and optional WFM modules, how each benefits an organization, and the functional differentiators between the vendors’ offerings. It also provides a detailed analysis of the expanding WFM competitive landscape, including market momentum, product opportunities and vendor positioning.
New to this edition of the Report is an assessment of the long-term planning sector and an overview of developments in back-office WFM. DMG predicts that while adoption of back-office WFM will likely continue to be very slow for the next three to four years, it will ultimately grow to be substantially larger than the contact center WFM market.
This Report also presents the findings of DMG Consulting’s comprehensive customer satisfaction survey, and provides valuable end-user insights on products, implementation, professional services, service and support, vendor innovation and responsiveness to product enhancement requests, pricing, and more.
The 2011 – 2012 edition of the Contact Center Workforce Management Market Report provides a detailed review of eight leading and contending vendors who offer contact center WFM solutions. The vendors covered in this Report are: Aspect, Calabrio, Genesys, GMT, Interactive Intelligence, NICE/IEX, Teleopti and Verint Systems, Inc. The Report also includes a WFM Vendor Directory listing 33 companies that offer contact center WFM solutions.
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Order your copy of the 2011 - 2012 Contact Center Workforce Management Market Report today.
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The 2011 – 2012 Contact Center Workforce Management Market Report will empower you to select the right application and negotiate the best deal for your enterprise
The 2011 – 2012 Contact Center Workforce Management Market Report equips contact center managers with the information they need to effectively evaluate WFM offerings and navigate their way through the solution selection process. With the influx of new vendors and enhanced offerings that are entering the market, buyers have more options than ever before. End users can also choose how they want to procure a WFM solution – cloud-based, managed service or premise-based. Learn which vendor improvements and modules are critical and which will have the most impact on your contact center’s performance.
The 2010 Contact Center Workforce Management Market Report will pay for itself by helping you avoid common selection and implementation pitfalls. It will empower you to select the right application and negotiate the best deal for your enterprise.
Custom Consulting
You can benefit from our 20-plus years of hands-on experience in workforce management. Ask us how we can help you reduce your contact center operating costs by 10%-20% without jeopardizing service levels or the quality of the customer experience.
Learn More
Find out more about DMG Consulting’s 2011 - 2012 Contact Center Workforce Management Market Report. Discover how our complementary consulting services can help you reduce operating expenses and increase revenue while improving the customer experience. Contact Deborah Navarra at 516.628.1098 or deborah.navarra@dmgconsult.com.
Order Now...
Order your copy of the 2011 - 2012 Contact Center Workforce Management Market Report today.
Learn More about the Report...
Abstract | Table of Contents |
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