Global Contact Center Work Workforce Management Product and Market Report 2021-2022 Featuring Aspect, Calabrio, NICE, Puzzel, Verint, Authority Software, Eleveo, Playvox and Salesforce
Summary
The 2021 - 2022 Workforce Management Product and Market Report feature 5 WFM vendors: Aspect, Calabrio, NICE, Puzzel and Verint. The pandemic has compelled enterprise and contact center executives to recognize the need to speed up the overhaul of their service environments along with their agent onboarding, scheduling and oversight capabilities. The more advanced WFM solutions have been essential tools for helping contact center supervisors and managers monitor their staff, regardless of where they are located, and keep them engaged. The specialized forecasting, scheduling and oversight capabilities of WFM solutions give contact centers a major advantage over other departments that lack these tools. WFM Vendor Satisfaction Analysis 18.1 Summary of Survey Findings and Analysis: Vendor Categories 18.1.1 Vendor Satisfaction by Category and Customer 18.2 Summary of Survey Findings and Analysis: Product Capabilities 18.2.1 Product Capabilities Satisfaction by Category and Customer 18.3 Customer Background and Insights 18.3.1 Channels Supported 18.3.2 Top 3 - 5 Ways the WFM Solution Helped Address Pandemic-Related Challenges 18.3.3 Top 3 - 5 WFM Challenges 18.3.4 Additional Comments For more information about this report visit https://www.researchandmarkets.com/r/kxnyyc
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