AI and omnichannel trends are redefining the future of workforce management. The newly released Gartner Market Guide for Contact Center Workforce Management Solutions guides service leaders on key market dynamics and essential WFM capabilities to consider when selecting solutions to meet evolving business needs.
This essential report outlines key market shifts, vendor capabilities, and the technologies reshaping how contact centers plan, forecast, and empower their teams.
What we think you’ll gain from the report:
A snapshot of the WFM market today and where it’s headed next.
Insight into AI-driven innovation, from smarter forecasting to automated scheduling and self-service capabilities.
Guidance to evaluate WFM vendors and solutions based on your organization’s goals.
Expert recommendations on how to align your workforce strategy with omnichannel customer engagement and employee well-being.
We feel the Gartner Market Guide is a must-read for service leaders, workforce planners, and operations executives who want to make informed decisions and stay ahead in a rapidly evolving landscape.
Download the report today and discover how to future-proof your contact center with the right workforce management strategy!
Gartner, Market Guide for Contact Center Workforce Management Solutions, Kathy Ross, Rupinder Chandhok, Jim Robinson, 2 September 2025.
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
