2024 Customer Experience MetriStar – Workforce Optimization Suites

Published on: April 9, 2024

Author: Beth Schultz, Vice President of Research and Principal Analyst
Five providers earned the Metrigy MetriStar Top Provider Award for Workforce Optimization (WFO) Suites. The MetriStar Award’s value is that it is based on both customer ratings and quantitative metrics correlating the use of providers’ services with measurable business success.

Product Category

Workforce Optimization Suites: WFO suites include applications, data, and analytics for continuously improving the efficiency of contact center staff and operations. The applications included in these suites are quality management (QM), call/screen recording, analytics (sentiment, agent, and predictive), workforce management (WFM), gamification, desktop and performance management, task management, and recruiting/onboarding. Artificial intelligence works with WFO applications to analyze agent performance on all calls, and to improve accuracy of schedule and capacity management requirements. Organizations may buy one-off applications or a full portfolio from a WFO provider.

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