HP's Workforce Optimization Suite Is Worth a Fresh Look

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HP's Revitalized Workforce Optimization Suite Is Worth a Fresh Look When contact center buyers look to acquire workforce optimization (WFO) tools, they more often than not gravitate to the two largest vendors in the space, Nice and Verint. Ovum believes that the marketplace is looking for (and has room for) a third major participant and that HP is well-positioned to fill this role. It offers a combination of expertise, scale, and a keen understanding of the market’s direction. WFO is an essential component of contact center operations, to the point where the core features are purchased by default in more than 90% of sites. In the past they would often be sold along with the automatic call distributor (ACD); increasingly, though, WFO encompasses more complex analytic systems that have more in common with other IT-based enterprise software than with telephony-centric call routing. This shift opens the door to a major firm such as HP to leverage its existing relationships, both in the contact center space and the larger enterprise IT realm. Download now to see the full results.

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