Executive Summary

If you have yet to invest in automated workforce management (WFM) technology, now is the right time to buy. The WFM market has exploded with new vendors coming on the scene at an unprecedented rate. And all are looking to claim a piece of the ever-expanding contact center pie.

But in a virtual sea of solutions where every vendor appears to offer the same capabilities, how is a buyer to effectively evaluate one WFM system from the next?

Readers of this paper will learn how replacing simple “yes/no” questions with ones that ask “how” will enable them to bypass the marketing rhetoric and dive directly into the 5 most important capabilities of WFM technology.

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  • Sponsored by: NICE Systems