Revolutionizing Contact Centers with Disruptive Workforce Optimization Technologies
The growing complexity of voice calls in contact centers highlights the need for “super agents” who receive ongoing training. Integrating various contact center tools and automating processes to enhance efficiency aligns with organizational goals. Employee experience (EX) is crucial, for minimizing agent churn, particularly as 99% of contact center leaders navigate the shift towards remote or hybrid work models. This necessitates robust investments in technologies that facilitate knowledge transfer and enhance workforce performance, both remotely and in-office.
Is your organization equipped to capitalize on emerging growth opportunities in the contact centers ecosystem?

Central to these transformations are workforce optimization (WFO) and workforce engagement management (WEM), which integrate various applications, especially through the incorporation of artificial intelligence (AI) technologies such as virtual agent assist bots and gamification. Research by Frost & Sullivan underscores that properly equipped work-at-home agents (WAHAs) can achieve or surpass the productivity of their in-office counterparts. By evolving staffing strategies, embracing technological advancements, and securing executive support, organizations can forge a thriving environment that boosts both agent engagement and customer satisfaction. How prepared is your organization to adapt to future industry changes and disruptive forces?

Leading Innovators in Contact Center Workforce Optimization
These organizations are spearheading the transformation of the contact center industry with advanced WFO and WEM strategies. They play a critical role in helping businesses manage complex customer interactions, adapt to remote and hybrid work models, and facilitate effective knowledge transfer. By devising future-proof growth strategies to thrive amid geopolitical chaos, transformative megatrends, and internal challenges, these innovators are boosting operational efficiency, employee productivity, and customer experience (CX) in the contact centers ecosystem.

Leading Innovators in Workforce Optimization

NICE provides comprehensive WFO solutions, emphasizing innovations like agent chatbots and AI-powered forecasting. Significant R&D investment has led to 400 new features and a robust patent portfolio, highlighted by NICE’s CXone platform enhancements and new Enlighten Actions{Is this a platform/software/application? Please mention} integrating AI for better customer experiences.

Genesys offers a full-stack contact service as a solution (CCaaS) platform with native WFO capabilities, focusing on empathy in design and robust feature releases. Recent expansions in generative AI and agent assist tools emphasize Genesys’ commitment to advancing technology for improved customer and agent experiences.

Verint excels in customer and employee engagement with AI-infused solutions on its Customer Engagement Cloud platform. Notable innovations include Intelligent Interviewing and Verint Da Vinci AI, which automate customer interactions and optimize internal processes, enhancing operational efficiency and employee well-being.

Pioneers in AI-Driven Workforce Solutions

Verint Intelligent Interviewing streamlines the candidate selection process using advanced bots and analytics to automate and refine interviewing stages. This solution assesses numerous candidate factors, such as communication styles and technical knowledge, enhancing the efficiency and quality of hires.

Zenarate AI Coach software supports comprehensive agent training, integrating AI-powered simulations and analytics to assess and enhance agent performance. This software allows realistic role-play scenarios and detailed performance feedback, driving significant improvements in agent skills and service quality.

Zoho Recruit enhances talent acquisition with its robust suite, incorporating AI-driven tools like Zia, a chatbot that optimizes candidate assessment and speeds up the hiring process. Integrated with extensive job boards and equipped with powerful analytics, Zoho Recruit offers a streamlined, mobile-accessible recruitment solution.

Which strategic partnerships will enable your organization to harness innovative AI technologies and advanced analytics for optimizing workforce management in your contact center?
Are You Ready to Lead in the Dynamic Contact Center Solutions Industry?
As the disparity in growth rates and industry share between leading and lagging contact center solution providers grows, industry players are challenged to enhance their competitive edge and uncover new avenues for expansion. This suggests that providers who offer comprehensive solutions portfolios and prioritize collaborative, mobile-first cloud communications services are strategically placed to become standout “Companies to Action” in the contact center solutions landscape.
About Frost & Sullivan
Frost & Sullivan, the growth pipeline company, enables clients to accelerate growth and achieve best-in-class industry positioning in terms of innovation and leadership. The company’s ‘Growth Pipeline-as-a-Service’ provides corporate management teams with transformational strategies and best-practice models that catalyze growth opportunity generation, evaluation, and implementation. Let us coach you on your transformational journey, while we actively support you in fostering collaborative initiatives within the global unified communications ecosystem. This journey is fueled by four powerful components, ensuring your success in navigating dynamic business and industry landscapes.

  • Schedule a Growth Dialog with our team to dive deeper into transformational strategies and explore specific needs within your company.
  • Become a Frost Growth Expert in your area of specialization and share your expertise and passion with the community through our think tanks.
  • Join Frost & Sullivan’s Growth Council and become an integral member of a dynamic community focused on identifying growth opportunities and addressing critical challenges that influence industries.
  • Designate your company as a Companies to Action to maximize your exposure to investors, new M&A opportunities, and other growth prospects.
Your Transformational Growth Journey Starts Here

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