North American Agent Performance Optimization Markets

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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.

Table of Contents

North American Agent Performance Optimization Markets, North American APO MarketIntroductionSummaryScope Research Methodology APO DefinedDevelopments in 2009Trends and Observations on Future OutlookQuality 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 ProfilesNICE SystemsVerint SystemsAutonomyEnvision TelephonyAspect SoftwareInteractive IntelligenceVPIHigherGroundOthersWorkforce Management Software MarketMarket 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 SystemsAspect SoftwareVerint SystemsGenesysCalabrioGMT CorporationOthersContact Center AnalyticsIdentifying a New SectorDefining AnalyticsContact Center Analytics Vendor ProfilesBay Bridge Decision TechnologiesCallMinerClickFoxEnkata Merced SystemsNexidiaUpstream Works SoftwareUTOPYStrategic AnalysisCritical Success FactorsStrategic Growth Recommendations




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