Industry studies have shown that over 70% of contact center operating expenses are due to their workforce payroll expenses. Additionally, Contact centers are continuously faced with challenges in agent training, compliance and customer satisfaction; as well as cost reductions while increasing the contact center’s contributions to corporate revenues. Therefore, products and services that directly contribute to workforce optimization and automation have become the focus of today’s contact centers and enterprises. Contact centers will demand and pay more attention to optimizing their costly workforce. Effective workforce optimization (WFO) will provide productivity, regulatory and performance compliance, customer satisfaction, cost reduction and revenue growth. As contact centers trend toward small-to-med size facilities and distributed sites (over 60% of contact centers have fewer than 100 agents and over 70% with less than 1,000), the industry will demand affordable and scalable suite of workforce optimization and automation solutions.