1.      In This Report
2.      Introduction  
3.      What is Contact Center Workforce Management?
         3.1     Historical Overview
         3.2     WFM Building Blocks
         3.3     Current WFM Suites
4.      WFM Decision Criteria: Is WFM for your Contact Center?
5.      Contact Center Workforce Management Benefits
6.      Contact Center Workforce Management Market Trends
7.      Contact Center Workforce Management Market Share Analysis
8.      WFM Estimated Penetration Rates
9.      Workforce Management Market Projections 
10.    Workforce Management Competitive Landscape/Buyer’s Guide
         10.1     Vendor Overview
         10.1.1   Aspect
         10.1.2   Calabrio, Inc
         10.1.3   Envision
         10.1.4   Genesys
         10.1.5   GMT
         10.1.6   Left Bank Solutions
         10.1.7   IEX, a NICE Company
         10.1.8   UCN
         10.1.9   Verint
11.    Workforce Management Vendor Snapshots
12.    Contact Center Workforce Management Vendor Strategies
13.    Contact Center Workforce Management Products
14.    Contact Center Workforce Management Service Delivery Models
15.    Contact Center Workforce Management ROI Analysis
16.    Implementation Best Practices
17.    Vendor Satisfaction Survey
18.    Pricing
19.    Detailed Functional and Technical Analysis
         19.1     High-Level Functional Analysis
         19.2     High-Level Technical Summary  
         19.3     Forecasting 
         19.4     Scheduling  
         19.5     Multi-Media
         19.6     Intra-Day Management
         19.7     Adherence Reporting 
         19.8     Agent Preferences
         19.9     Long-Term Planning
         19.10   Budgeting 
         19.11   Reporting and Analytics
         19.12   ROI
         19.13   Implementation, Support and Training
         19.14   Small/Mid-Size Solutions 
20.    Company Reports
         20.1     Aspect
         20.2     Calabrio,Inc
         20.3     Envision
         20.4     Genesys
         20.5     GMT
         20.6     IEX, a NICE Company
         20.7     Left Bank Solutions
         20.8     UCN
         20.9     Verint
21.    Appendix: Workforce Management Vendor Directory

Table of Figures

Figure 1:       Workforce Management Solutions
Figure 2.1:    WFM Solution Modules
Figure 2.2:    WFM Solution Modules
Figure 3:       WFM Installed Base by Vendor, as of September 30, 2007
Figure 4:       WFM Penetration Rates
Figure 5:       2007 – 2009 Contact Center Workforce Management Market Projections
Figure 6.1:    Company Snapshot
Figure 6.2:    Company Snapshot
Figure 7:       Vendor Offering History
Figure 8:       Vendor WFM Strategy
Figure 9:       WFM Product Summary
Figure 10:     WFM Service Delivery Analysis
Figure 11:     Return on Investment from WFM Offerings
Figure 12:     ROI Benefit Categories from WFM Offerings
Figure 13.1:  WFM Implementation Best Practices
Figure 13.2:  WFM Implementation Best Practices
Figure 14:     Customer Survey Rating Categories
Figure 15:     Average Satisfaction Rating by Category
Figure 16:     Product Satisfaction Ratings by Customer
Figure 17:     Training and Implementation Satisfaction Rating by Customer
Figure 18:     Service and Maintenance Satisfaction Rating by Customer
Figure 19:     Professional Services Satisfaction Rating by Customer
Figure 20:     Overall Vendor Satisfaction Rating by Customer
Figure 21:     Pricing Ranges: WFM Applications
Figure 22.1:  Pricing for a 250-seat single site WFMImplementation
Figure 22.2:  Pricing for a 250-seat single site WFM Implementation
Figure 23.1:  High-Level Functionality
Figure 23.2:  High-Level Functionality
Figure 24.1:  High-Level Technical Summary
Figure 24.2:  High-Level Technical Summary
Figure 25.1:  Forecasting
Figure 25.2:  Forecasting
Figure 26.1:  Scheduling
Figure 26.2:  Scheduling
Figure 27.1:  Multi-Media
Figure 27.2:  Multi-Media
Figure 28.1:  Intra-Day Management
Figure 28.2:  Intra-Day Management
Figure 29.1:  Adherence Reporting
Figure 29.2:  Adherence Reporting
Figure 30.1:  Agent Preferences
Figure 30.2:  Agent Preferences
Figure 31.1:  Long-Term Planning
Figure 31.2:  Long-Term Planning
Figure 32.1:  Budgeting
Figure 32.2:  Budgeting
Figure 33.1:  Reporting and Analytics
Figure 33.2:  Reporting and Analytics
Figure 34.1:  ROI
Figure 34.2:  ROI
Figure 35.1:  Implementation, Support, and Training
Figure 35.2:  Implementation, Support, and Training
Figure 36.1:  Small/Mid Size Solutions
Figure 36.2:  Small/Mid Size Solutions  

Additional Formats for this Table of Contents
The Abstract and Table of Contents are also available in PDF format.

Order Information
To order a copy of the Contact Center Workforce Management Market Report contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098. You may also purchase the report online.