This market insight discusses current and future trends, 2009 outlook, and buyer behavior in the contact center market. The research findings are based on a comprehensive end-user survey conducted by Frost & Sullivan. We targeted 332 Contact Center decisions makers, based primarily in North America; specifically, those who manage, support or influence contact center operations for their company. Areas of focus for this survey were multi-channel contact centers, unified communications in contact centers, agent performance optimization, hosted contact centers, and customer care outsourcing. This particular insight focuses on Agent Performance Optimization (APO) applications.