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Information Technology

North American Agent Performance Optimization Markets


RELEASE DATE
09-Sep-2008
REGION
North America
DELIVERABLE TYPE
Market Research

RESEARCH CODE
N417-01-00-00-00
SKU
IT02081-EU-MR_11836
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North American Agent Performance Optimization Markets
Published on: 09-Sep-2008 | SKU: IT02081-EU-MR_11836

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Description

This research service looks at market trends, drivers, and restraints for the North American agent performance optimization (APO) market, with particular emphasis on Quality Monitoring and Workforce Management applications. It also provides market size, market share, forecasts and breakdown by size of contact center and vertical market. Vendor solution offerings and strategies are analyzed in a competitive framework and considerations for market penetration and growth are proposed.

Table of Contents

Introduction

  • Executive Summary
  • Scope
  • Research and Analysis Methodology
  • APO Defined
  • Differences From 2006
  • Highlights of Growth Trends
  • Future Outlook
  • Regional Distribution

Quality Monitoring Software

  • Market Overview
  • Trends
  • Breakdown by Size of Contact Center
  • Breakdown by Vertical Market
  • Market Engineering Measurements
  • Industry Challenges
  • Market Drivers
  • Market Restraints
  • Revenue Forecasts
  • Competitive Overview and Market Share

Quality Monitoring Vendor Profiles

  • Verint Systems
  • NICE Systems
  • Autonomy
  • Envision Telephony
  • VPI
  • Aspect Software
  • HigherGround

Workforce Management Software

  • Market Overview
  • Trends
  • Breakdown by Size of Contact Center
  • Breakdown by Vertical Market
  • Industry Challenges
  • Market Engineering Measurements
  • Market Drivers
  • Market Restraints
  • Revenue Forecasts
  • Competitive Overview and Market Share

Workforce Management Software Vendor Profiles

  • Aspect Software
  • Verint Systems
  • NICE Systems
  • Calabrio
  • Envision Telephony
  • Genesys
  • GMT Corporation
  • Others

Performance Analytics

  • Performance Analytics Defined

Performance Analytics Vendor Profiles

  • Suite Vendors
  • AIM Technologies
  • Bay Bridge
  • CallMiner
  • Enkata
  • HardMetrics
  • Merced Systems
  • Nexidia
  • SER
  • Upstream Works Software
  • UTOPY

Strategic Analysis

  • Critical Success Factors
  • Strategic Growth Recommendations
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