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Information Technology

North American Agent Performance Optimization Markets


RELEASE DATE
30-Jun-2009
REGION
North America
DELIVERABLE TYPE
Market Research

RESEARCH CODE
N622-01-00-00-00
SKU
IT02123-EU-MR_11878
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North American Agent Performance Optimization Markets
Published on: 30-Jun-2009 | SKU: IT02123-EU-MR_11878

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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, 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.

Table of Contents

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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