Research and Markets: This Essential Report on the North American Agent Performance Optimization Markets is Now Available

DUBLIN--(BUSINESS WIRE)-- Research and Markets (http://www.researchandmarkets.com/research/b1ebbb/north_american_age) has announced the addition of Frost & Sullivan's new report "North American Agent Performance Optimization Markets" to their offering.

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.

This research study is a quantitative and qualitative analysis of the market for technologies used to improve the productivity and efficiency of contact center agents. The tools are considered under a collective umbrella known as Agent Performance Optimization, a term that is functionally synonymous with "workforce optimization."

There are two major components to APO: Quality Monitoring (QM), and Workforce Management Software (WFM). There are also numerous smaller components that are often sold in tandem with the major APO products, often as a value-add. We identify them as a third segment of the market called "Contact Center Analytics" and describe the characteristics of that segment in this report. For the purpose of counting revenue, we consider Analytics systems to be part of the QM segment.

This study forecasts overall revenue for the North American market as a whole, and presents market share data of the major participants. It also examines some of the ways that product development, market trends and operational changes inside the contact center are affecting the APO sector. It describes the effects of the sharp economic downturn in 2009 on market participants, and their future outlook.

This research study presents a picture of the North American Agent Performance Optimization (APO) market covering the Quality Monitoring and Workforce Management segments for 2009. The market share and market forecast information have been calculated using based on revenue measurements of software licenses and hardware (where applicable).

This study also outlines the key trends, drivers, challenges and restraints observed in the APO market during 2009 along with the Frost & Sullivan strategic recommendations for growth initiatives. In addition, we look at qualitative factors influencing the emerging Contact Center Analytics segment. However, revenues from Contact Center Analytics are considered to be part of the quality monitoring segment, as most CCA tools are sold as value added enhancements in QM purchases.

Key Topics Covered:

North American APO Market

• Introduction
• Quality Monitoring Market Market Overview
• Quality Monitoring Vendor Profiles NICE Systems
• Workforce Management Software Market Market Overview
• Workforce Management Software Vendor Profiles
• Contact Center Analytics Identifying a New Sector
• Contact Center Analytics Vendor Profiles
• Strategic Analysis Critical Success Factors

Companies Mentioned:

• Aspect Software
• Autonomy etalk
• Calabrio Software
• Envision Telephony
• Genesys
• GMT Corporation
• HigherGround
• IEX
• Interactive Intelligence
• NICE Systems
• Verint Witness
• VPI
• Witness Systems

For more information visit http://www.researchandmarkets.com/research/b1ebbb/north_american_age

CONTACT:

Research and Markets
Laura Wood, Senior Manager,
press@researchandmarkets.com
U.S. Fax: 646-607-1907
Fax (outside U.S.): +353-1-481-1716

KEYWORDS:   North America

INDUSTRY KEYWORDS:   Technology  Software  Telecommunications

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