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Global Agent Performance Optimization (APO) Market 2018-2023Agent Performance Optimization covers everything from workforce and performance management, quality monitoring, analytics and virtual agents. Agent performance optimization is widely used in contact centers for agent-facing technologies. These contact center applications essentially seek to reduce workforce costs, increase agent effectiveness, and improve service levels. These tools ease manager's task in planning schedules, forecasting agent requirements, measuring agent performance, analyzing results and improving outcomes.
Scope of the Global Agent Performance Optimization (APO) Market Report
This report focuses on the Agent Performance Optimization (APO) in global market, especially in North America, Europe and Asia-Pacific, South America, Middle East and Africa. This report categorizes the market based on manufacturers, regions, type and application.
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The global Agent Performance Optimization (APO) market is valued at 1920 million USD in 2017 and is expected to reach 4530 million USD by the end of 2023, growing at a CAGR of 15.4% between 2017 and 2023.
With today’s complex and omnichannel customer journeys, executives and organizations should strive to get everything they can out of their workforce management system. The bottom line is that optimizing contact center and call center performance will help to develop a competitive advantage as agent productivity is improved, customers’ needs are proactively met, and, ultimately, revenues are increased.
A Workforce Management solution can have a profound impact on all areas of the customer service – from long-term planning and intraday management, to follow-up and performance management.
The market is growing at a very rapid pace and with rise in technological innovation, competition and M&A activities in the industry many local and regional vendors are offering specific application products for varied end-users. The new manufacturer entrants in the market are finding it hard to compete with the international vendors based on quality, reliability, and innovations in technology.
The industry is expected to remain innovation-led, with frequent acquisitions and strategic alliances adopted as the key strategies by the players to increase their industry presence. Market stays in mature period with a clear concentration.
Significant and lasting barriers make entry into this market difficult. These barriers include, but are not limited to: (i) product development costs; (ii) capital requirements; (iii) intellectual property rights; (iv) regulatory requirement; and (v) Transitions’ unfair methods of competition.
Despite the presence of competition problems, due to the global recovery trend is clear, investors are still optimistic about this area, the future will still have more new investment enter the field. Even so, the market is intensely competitive .The study group recommends the new entrants just having money but without technical advantage and upstream and downstream support do not to enter into this field.
The Asia-Pacific will occupy for more market share in following years, especially in China, also fast growing India and Southeast Asia regions.
North America, especially The United States, will still play an important role which cannot be ignored. Any changes from United States might affect the development trend of Agent Performance Optimization (APO).
Europe also play important roles in global market, with market size of xx million USD in 2017 and will be xx million USD in 2023, with a CAGR of xx%.
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This report covers Analysis of Global Agent Performance Optimization (APO) Market Segment by Manufacturers
NICE Ltd
Genesys
Verint Systems Inc
Aspect
Calabrio
Five9
Teleopti AB
ZOOM International
InVision AG
Upstream Works Software
Envision Telephony
CallMiner
CallFinder
HigherGround, Inc
Global Agent Performance Optimization (APO) Market Segment by regional analysis covers
North America (USA, Canada and Mexico)
Europe (Germany, France, UK, Russia and Italy)
Asia-Pacific (China, Japan, Korea, India and Southeast Asia)
South America (Brazil, Argentina, Columbia etc.)
Middle East and Africa (Saudi Arabia, UAE, Egypt, Nigeria and South Africa)
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Global Agent Performance Optimization (APO) Market Segment by Type
On-Premise
Cloud-based
Global Agent Performance Optimization (APO) Market Segment by Applications, can be divided into
Small & Mid-sized Businesses
Large Enterprises
Some of the Points cover in Global Agent Performance Optimization (APO) Market Research Report is:
Chapter 1: Describe Agent Performance Optimization (APO) Industry
• Introduction,
• Product Scope,
• Market Overview,
• Market Opportunities,
• Market Risk,
• Market Driving Force
Chapter 2: To analyze the top manufacturers of Agent Performance Optimization (APO) Industry in 2016 and 2017
• Sales
• Revenue and price
Chapter 3: Competitive analysis among the top manufacturers in 2016 and 2017
• Sales
• Revenue and market share
Chapter 4: Global Agent Performance Optimization (APO) Market by regions from 2013 to 2018
• Sales
• Revenue and market share
Chapter 5, 6, 7 and 8: Global Agent Performance Optimization (APO) Market by key countries in these regions
• Sales
• Revenue and market share
Chapter 9 and 10: Global Agent Performance Optimization (APO) Market by type and application from 2013 to 2018
• Sales
• Revenue and market share
• Growth rate
Chapter 11:Agent Performance Optimization (APO) Industry Market forecast from 2018 to 2023
• Regions
• Type and application with sales and revenue
Chapter 12 and 13:Agent Performance Optimization (APO) Industry
• Sales channel
• Distributors
• Traders and dealers
• Appendix
• Data source
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