Market Report

DMG 2020-2021 Workforce Optimization Product and Market Report

Charting the path forward for WFO organizations.

Public and private organizations turn to WFO vendors when they need assistance in managing, optimizing and engaging employees while enhancing the customer experience. Over the past year, customer satisfaction trends have evolved dramatically—and Calabrio has positioned itself better than any WFO solution to meet these new challenges.

Commissioned by industry analyst firm DMG, the 2020-2021 Workforce Optimization and Market Report focused on customer satisfaction in four different areas: overall vendor satisfaction, WFO suite module satisfaction, WFO suite feature satisfaction and WFO suite effectiveness.

Calabrio received perfect scores in the following categories:

  • Vendor satisfaction
  • WFO product feature satisfaction
  • Product effectiveness

Download this report to review the latest updates for WFO organizations, including:

  • Market trends and challenges leading out of the pandemic
  • Customer satisfaction survey results
  • Full-mark verdicts on Calabrio’s WFO solutions, ranging from training and ongoing service and support, to product effectiveness, such as the ability to support at-home agents and remote supervisors, to product satisfaction, including user experience

Fill out the form to download the report.