Ventana Research Releases 2015 Value Index for Workforce Optimization
The 2015 Value Index for Workforce Optimization finds that the companies that deliver the highest value, based on an overall weighted evaluation, are Verint, which qualifies as a hot vendor, followed by seven other hot vendors: VPI, NICE Systems, OnviSource, Aspect, Calabrio and Envision. Genesys, KnoahSoft and Interactive Intelligence are rated Warm.
Each Value Index is a detailed evaluation of the suitability-to-task of each offering’s capabilities as well as the product’s support of usability, manageability, reliability and adaptability. These aspects of the evaluation reflect how organizations conduct RFI/RFP. The Value Index helps organizations assess software and develop the proper RFI/RFP for engaging in a more efficient selection process.
The Value Index also assesses the effectiveness of each vendor’s support for the buying process and customer assurance. It gauges the value offered by a vendor and its products and presents the results in a graphical representation of a thermometer within a precise numerical index.
“Workforce Optimization software has become essential to effectively manage agents who interact with customers to respond and resolve their request to the best possible outcomes.” said Mark Smith, CEO and chief research officer of Ventana Research. “This in-depth research provides the insight on the vendors and products that best fit the needs of contact centers by examining the range of evaluation criteria that are essential to organization’s success. Our research provides the only balanced approach to evaluating vendors properly.”