Almawave recognized among Representative Vendors in Gartner®'s "Market Guide for Contact Centre Workforce Engagement Management" | Almawave
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27 June 2022

Almawave recognized among Representative Vendors in Gartner®'s "Market Guide for Contact Centre Workforce Engagement Management"

Almawave was recognized as a Representative Vendor in Gartner®’s Market Guide for Contact Center Workforce Engagement Management, released May 18, 2022, by analysts Jim Davies, Jim Robinson, Mark Dauigoy.

The report states that “Gartner recommends that WEM solutions be viewed as a strategic priority in Customer Service organizations, as the level of influence that the frontline experience has on operational efficiency and CX has been further crystallized. However, the real value of WEM has yet to be recognized due to beliefs about rep engagement and performance.”

In the Market Guide for Contact Center Workforce Engagement Management, Gartner defines vendor categories into: Full-Suite Providers, CCaaS-Based Providers, CEC-Based Providers, Point-Solution Providers, listing their main capabilities for managing and supporting WEM processes.

According to this study, “the unprecedented challenges that the future of work brings will be met very effectively with the solutions that the Workforce Engagement Management market offers. It is then up to application leaders to investigate how best to integrate WEM capabilities-identifying the fine line between enhancement and disruption.”

Gartner defines Workforce Engagement Management (WEM) software as a set of technologies that help manage the customer service workforce to ensure a high level of operational performance, improving employee well-being, as well as discretionary effort and satisfaction.

La Market Guide for Contact Centre Workforce Engagement Management  is available to subscribers only from the Gartner Portal.

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