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Despite the maturity of workforce optimization technologies (WOTs) in North America and Western Europe, there is still room for growth as contact centers invest in advanced applications, upgrade to IP recording solutions, and meet compliance needs.


  • The market for workforce optimization systems, though maturing, will find growth in developing regions and in advanced software higher up the value chain, notably in analytics tools.

Features and Benefits

  • Compares the growth rates in WFO software between regions and in critical vertical markets out to 2020.
  • Gives vendors the ability to plan development road maps, feature sets, and geographic expansion.

Key questions answered

  • Which contact center optimization tools are growing fastest, and in which regions?
  • Which vertical markets are expected to consume the most WFO software going forward?

Table of contents


  • Introduction
  • Download 1: Workforce Optimization Technologies Forecast: 2015–20

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