All-in-One Guides:Workforce optimization guide
WFO market news
Despite the relative maturity of the WFO market, it's currently experiencing significant growth that is expected to continue into next year. One big reason for the growth is mergers and acquisitions. As a result of the consolidation, smaller, standalone vendors are emerging to compete on innovation and price, providing organic growth for the market as well, experts say. Get up to date on the latest workforce optimization news headlines here to understand more about shifts in the market and the new WFO technology suites that are being created.
WFO call center market news:
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Voice-of-the-customer program begins with performance management at call center
23 Apr 2007
Article - A financial services agency is hoping to revamp its customer satisfaction, but it started with a foundation of quality monitoring and workforce management in the call center.
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Contact center WFO market mature but growing, report says
13 Dec 2007
Article - The contact center WFO market will build on its $2.3 billion in sales last year because of new functionality and demand from the midmarket, according to a new report.
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Call center brings it together with WFO
31 Aug 2006
Article - A customer of both Blue Pumpkin and Witness before the merger, Asurion is reaping the rewards of workforce optimization, and it's not just about technology.
WFO vendor acquisitions:
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Call center consolidation continues as Verint buys Witness
12 Feb 2007
Article - The combination of Verint and Witness could challenge Aspect for domination of the rapidly consolidating workforce optimization technology market.
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28 Apr 2006
Article - NICE Systems made a significant move into the contact center workforce management market today, announcing plans to acquire two leading vendors.
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Witness the future of the call center
10 Jan 2005
Article - With its purchase of Blue Pumpkin Software, Witness Systems is positioning itself for workforce management in the call center.
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