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North American Agent Performance Optimization Markets
30-Jun-2009
North America
Market Research
N622-01-00-00-00
IT02123-EU-MR_11878
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, workforce management, and performance analytics 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.
Introduction
- Executive Summary
- Scope
- Research and Analysis Methodology
- APO Defined
- Key Differences From 2007
- Highlights of Growth Trends
- Future Outlook
- Regional Distribution
Quality Monitoring Systems
- 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 & Market Share
Quality Monitoring Vendor Profiles
- NICE Systems
- Verint Witness Actionable Solutions
- Autonomy
- Envision Telephony
- Aspect Software
- VPI
- HigherGround
- Others
Workforce Management 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 & Market Share
Workforce Management Software Vendor Profiles
- NICE Systems
- Aspect Software
- Calabrio
- Verint Witness Actionable Solutions
- Genesys
- GMT Corporation
Performance Analytics
- Performance Analytics is Changing APO
Performance Analytics Vendor Profiles
- Bay Bridge Decision Technologies
- ClickFox
- Enkata
- Merced Systems
- Nexidia
- Upstream Works Software
- Utopy
Strategic Analysis
- Critical Success Factors
- Strategic Growth Recommendations
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