The 445-page report covers 18 vendors, addresses trends and challenges in the market, and features detailed product and company assessments for the top 13 leaders and contenders in the industry, including Aspect, Avaya, Calabrio, CallCopy, dvsAnalytics, Interactive Intelligence, KnoahSoft, NICE Systems, OAISYS, OnviSource, Verint Systems, Voiceprint International (VPI), and Zoom. Cybertech (which was recently acquired by NICE), Genesys Telecommunications Laboratories, inContact, Nexidia, and UTOPY are assessed in substantial detail, as well. Analysts focused their research on the WFO suites, quality management, quality assurance, recording, coaching, and eLearning.
Donna Fluss DMG
