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Research and Markets: 2014-2015 Workforce Optimization Product and Market Report
[January 12, 2015]

Research and Markets: 2014-2015 Workforce Optimization Product and Market Report


Research and Markets (http://www.researchandmarkets.com/research/632zgb/20142015) has announced the addition of the "2014-2015 Workforce Optimization Product and Market Report " report to their offering.

The WFO market has reached a turning point as technology and customer care continue to evolve at breakneck speed. Having performed well in both strong and weak economic environments for decades, the time has come for a new generation of WFO solutions to emerge. Mega-trends like omni-channel customer interaction, utilizing "big data" to improve the customer journey, and gamification are driving much of the evolution of this sector, while tech trends like mobility and the cloud are forcing vendors to invest to meet the needs of a changing workforce nd consumer base.



Key Topics Covered:

1. Executive Summary


2. Introduction

3. Research Methodology

4. Quality Management/Liability Recording Market Segments

5. Workforce Optimization Defined

6. What's New in WFO Suites

7. Market Innovation

8. WFO Trends and Challenges

9. Enterprise and Servicing Trends Align in 2015

10. Using WFO Solutions to Address Top Contact Center Challenges

11. The State of the WFO Market

12. Customer Journey Analytics Overview

13. PCI (News - Alert)-DSS: A Practical Approach to Understanding Contact Center Requirements, Challenges, Implications and Compliance

14. WFO Market Share and Activity Analysis

15. WFO Market Projections for 2014 through 2018

16. Contact Center WFO Competitive Landscape

17. WFO Vendors and Solutions

18. WFO Vendor Satisfaction Analysis

19. WFO Suite Detailed Functional Analysis

20. Implementation Time Frames and ROI

21. WFO Pricing

22. Company Reports

  • Avaya (News - Alert)
  • Calabrio
  • dvsAnalytics
  • Envision
  • inContact/Uptivity
  • Interactive Intelligence
  • KnoahSoft
  • NICE Systems (News - Alert)
  • OnviSource
  • TelStrat
  • VPI (Voice Print International)
  • Verint Systems
  • ZOOM International (News - Alert)

For more information visit http://www.researchandmarkets.com/research/632zgb/20142015


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