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Introduction

This report is an analysis and explanation of the recently published Ovum Workforce Optimization Technologies Forecast: 2017–22.

Highlights

  • Once limited to its core functionalities of call recording and WFM focused in North America and Europe, WFO is quickly expending in other offerings and global regions.

Features and Benefits

  • Assesses and analyzes the growing and changing market for WFO services on a global basis.
  • Enables enterprises and vendors in the WFO marketplace to better evaluate the future demand for WFO offerings.

Key questions answered

  • How will the mix of WFO-related applications change over the next five years?
  • What are the drivers of WFO technology market growth by region and vertical markets?

Table of contents

Summary

  • Catalyst
  • Ovum view
  • Key messages

Recommendations

  • Recommendations for enterprises
  • Recommendations for vendors

Regional WFO growth trends show much variation

  • Mature WFO regions show steady growth but at lower rates

Spending growth by technology will vary from 1% to 7%

  • Analytics is clearly the driver of growth across technologies
  • WFO tool popularity supports the case for suites

WFO displays consistent growth across verticals

  • Financial services retains its position as largest WFO segment
  • Highest growth segments will include healthcare, TMT, financial services, and professional services

Appendix

  • Methodology
  • Further reading
  • Author