Overview
Introduction
Workforce optimization as a technology set is comprised of four component technologies, workforce
management, quality monitoring, agent analytics and eLearning. Datamonitor expects 2005 to be a year
of accelerated growth and development in the WOTs market. This is demonstrated by rapid growth at a
CAGR of 12.1% and new vertical/regional adoption of WOTs solutions.
Scope
- The WOTs market is subject to fluid definitions and advancing functionality.
- Integrations and partnerships are key to delivering value from WOTs.
- The market for WOTs will continue to grow, across the different component types.
- Emerging performance management solutions represent the ultimate evolutionary step in the
development of the WOTs market.
Report Highlights
This report highlights the changes in both functionality and business strategy in the different
components of WOTs. The nature, and importance of integrations and partnerships are fully discussed.
The emerging field of performance management is analyzed,
Reasons to Purchase
- Discover the nature of WOTs, their role, and importance in the CC environment. Learn about the
changes in functionality which are shaping the market.
- Datamonitors latest market forecasts reveal a market with strong growth, across the different
component technologies.
- Understand the importance of partnerships and integrations. Develop new strategies for emerging
performance management solutions.
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