Product Type: Market Research Report
Published by: Datamonitor
Published: November 2008
Product Code: R313-42390Description Introduction
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 vendor's 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
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).
Reasons to Purchase- 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.
Table of Contents - DATAMONITOR VIEW
- CATALYST
- SUMMARY
- METHODOLOGY
- MARKET DEVELOPMENTS
- The WOTs market is characterized by growth and consolidation and driven by analytics
- The workforce optimization Decision Matrix
- Market leaders: NICE and Verint
- The challengers: Aspect, eTalk and Envision
- MARKET LEADERS
- Market leaders: technology
- Market leaders: user sentiment
- Market leaders: impact
- VENDOR ANALYSIS
- Aspect: workforce optimization radars
- Recommendation: consider
- Envision: workforce optimization radars
- Recommendation: explore
- eTalk: workforce optimization radars
- Recommendation: consider
- NICE: workforce optimization radars
- Recommendation: shortlist
- Verint: workforce optimization radars
- Recommendation: shortlist
- VPI: workforce optimization radars
- Recommendation: explore
- Summary: the WOTs market will be dominated by suite providers
- APPENDIX
- Definitions
- Mature components:
- Developing components:
- Datamonitor ratings
- Extended methodology
- Technology
- User sentiment
- Market impact
- Further reading
- Ask the analyst
- Datamonitor consulting
- Disclaimer
- List of Tables
- Table 1: The workforce optimization Decision Matrix*
- List of Figures
- Figure 1: The workforce optimization Decision Matrix
- Figure 2: The workforce optimization Decision Matrix key
- Figure 3: Market leaders analysis: technology
- Figure 4: Market leaders analysis: user sentiment
- Figure 5: Market leaders analysis: market impact
- Figure 6: The Aspect workforce optimization radar
- Figure 7: The Envision workforce optimization radar
- Figure 8: The eTalk workforce optimization radar
- Figure 9: The NICE workforce optimization radar
- Figure 10: The Verint workforce optimization radar
- Figure 11: The VPI workforce optimization radar
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