Table of Content

Strategic Imperatives
Why is it Increasingly Difficult to Grow?
The Strategic Imperative 8™
The Impact of the Top Three Strategic Imperatives on Workforce Optimization Industry
Growth Opportunities Fuel the Growth Pipeline Engine™

Definitions
Definitions
Definitions (continued)

Employee Experience for Enhanced Customer Experience
CX is Business Priority
Contact Center/ Agents–Pivotal in CX Delivery
Evolution of the Contact Center
EX is Critical for CX; CX is Critical for Success

Workforce Management Tool—A Changing Landscape
Evolution of Workforce Management Solution
WFM > WFO > WEM
Benefits of Focusing on Workforce Engagement in Contact Centers

Workforce Engagement Must-Have Tools
Workforce Engagement Must-Have Tools
Workforce Engagement Must-Have Tools (continued)
Workforce Engagement Must-Have Tools (continued)
Workforce Engagement Must-Have Tools (continued)
Workforce Engagement Must-Have Tools (continued)
Workforce Engagement Must-Have Tools (continued)

Key Growth Drivers, and Restraints
Growth Drivers
Growth Restraints

Workforce Optimization Solutions Deployment
Workforce Optimization Solutions Deployment

Market Environment, Key Trends Impacting the Segment
Major Trends Impacting Workforce Optimization Solutions
Major Trends Impacting Workforce Optimization Solutions (continued)
Major Trends Impacting Workforce Optimization Solutions (continued)
Major Trends Impacting Workforce Optimization Solutions (continued)
Major Trends Impacting Workforce Optimization Solutions (continued)
Major Trends Impacting Workforce Optimization Solutions (continued)
Major Trends Impacting Workforce Optimization Solutions (continued)

Workforce Optimization Solutions Provider Landscape
Workforce Optimization Solutions Provider Profiles
Aspect (Alvaira)
Calabrio
CallMiner
Genesys
NICE/inContact
Verint

Growth Opportunities
Growth Opportunity 1—Adapting to Changing Workforce Requirements
Growth Opportunity 1—Adapting to Changing Workforce Requirements (continued)
Growth Opportunity 2—Improving Employee Experience through Agent Empowerment and Engagement
Growth Opportunity 2—Improving Employee Experience through Agent Empowerment and Engagement (continued)
Growth Opportunity 3—Facilitate Performance Improvements via Analytics and Seamless Integration
Growth Opportunity 3—Facilitate Performance Improvements via Analytics and Seamless Integration (continued)

Strategic Considerations
Strategic Imperatives for Success and Growth
Strategic Considerations
The Last Word—Key Takeaways
List of Exhibits
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