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North American Agent Performance Optimization Markets
19-Jul-2010
North America
Market Research
N7EF-01-00-00-00
IT02156-AF-MR_11911
Agent Performance Optimization (APO) is a set of contact center applications that seek to increase agent effectiveness, reduce workforce costs and improve service levels. 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
- Summary
- Scope
- Research Methodology
- APO Defined
- Developments in 2009
- Trends and Observations on Future Outlook
Quality Monitoring Market
- Market Overview
- Trends
- Breakdown by Size of Contact Center
- Breakdown by Vertical Market
- Industry Challenges
- Market Drivers
- Market Restraints
- Market Engineering Measurements
- Revenue Forecasts
- Competitive Overview and Market Share
Quality Monitoring Vendor Profiles
- NICE Systems
- Verint Systems
- Autonomy
- Envision Telephony
- Aspect Software
- Interactive Intelligence
- VPI
- HigherGround
- Others
Workforce Management Software Market
- Market Overview
- Trends
- Breakdown by Size of Contact Center
- Breakdown by Vertical Market
- Industry Challenges
- Market Drivers
- Market Restraints
- Market Engineering Measurements
- Revenue Forecasts
- Competitive Overview and Market Share
Workforce Management Software Vendor Profiles
- NICE Systems
- Aspect Software
- Verint Systems
- Genesys
- Calabrio
- GMT Corporation
- Others
Contact Center Analytics
- Identifying a New Sector
- Defining Analytics
Contact Center Analytics Vendor Profiles
- Bay Bridge Decision Technologies
- CallMiner
- ClickFox
- Enkata
- Merced Systems
- Nexidia
- Upstream Works Software
- UTOPY
Strategic Analysis
- Critical Success Factors
- Strategic Growth Recommendations
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