Report Detail
Global Agent Performance Optimization (APO) Market Size, Status and Forecast 2019-2025
- RnM3154042 |
- 20 March, 2019 |
- Global |
- 99 Pages |
- QYResearch |
- Service & Software
Agent 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.
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.
In 2018, the global Agent Performance Optimization (APO) market size was 1920 million US$ and it is expected to reach 6060 million US$ by the end of 2025, with a CAGR of 15.5% during 2019-2025.
This report focuses on the global Agent Performance Optimization (APO) status, future forecast, growth opportunity, key market and key players. The study objectives are to present the Agent Performance Optimization (APO) development in United States, Europe and China.
The key players covered in this study
NICE Ltd
Genesys
Verint Systems Inc
Aspect
Calabrio
Five9
Teleopti AB
ZOOM International
InVision AG
Upstream Works Software
Envision Telephony
CallMiner
CallFinder
HigherGround, Inc.
Market segment by Type, the product can be split into
Cloud Based
On Premises
Market segment by Application, split into
Small & Mid-sized Businesses
Large Enterprises
Market segment by Regions/Countries, this report covers
United States
Europe
China
Japan
Southeast Asia
India
Central & South America
The study objectives of this report are:
To analyze global Agent Performance Optimization (APO) status, future forecast, growth opportunity, key market and key players.
To present the Agent Performance Optimization (APO) development in United States, Europe and China.
To strategically profile the key players and comprehensively analyze their development plan and strategies.
To define, describe and forecast the market by product type, market and key regions.
In this study, the years considered to estimate the market size of Agent Performance Optimization (APO) are as follows:
History Year: 2014-2018
Base Year: 2018
Estimated Year: 2019
Forecast Year 2019 to 2025
For the data information by region, company, type and application, 2018 is considered as the base year. Whenever data information was unavailable for the base year, the prior year has been considered.
Table of Contents
1 Report Overview
- 1.1 Study Scope
- 1.2 Key Market Segments
- 1.3 Players Covered
- 1.4 Market Analysis by Type
- 1.4.1 Global Agent Performance Optimization (APO) Market Size Growth Rate by Type (2014-2025)
- 1.4.2 Cloud Based
- 1.4.3 On Premises
- 1.5 Market by Application
- 1.5.1 Global Agent Performance Optimization (APO) Market Share by Application (2014-2025)
- 1.5.2 Small & Mid-sized Businesses
- 1.5.3 Large Enterprises
- 1.6 Study Objectives
- 1.7 Years Considered
2 Global Growth Trends
- 2.1 Agent Performance Optimization (APO) Market Size
- 2.2 Agent Performance Optimization (APO) Growth Trends by Regions
- 2.2.1 Agent Performance Optimization (APO) Market Size by Regions (2014-2025)
- 2.2.2 Agent Performance Optimization (APO) Market Share by Regions (2014-2019)
- 2.3 Industry Trends
- 2.3.1 Market Top Trends
- 2.3.2 Market Drivers
- 2.3.3 Market Opportunities
3 Market Share by Key Players
- 3.1 Agent Performance Optimization (APO) Market Size by Manufacturers
- 3.1.1 Global Agent Performance Optimization (APO) Revenue by Manufacturers (2014-2019)
- 3.1.2 Global Agent Performance Optimization (APO) Revenue Market Share by Manufacturers (2014-2019)
- 3.1.3 Global Agent Performance Optimization (APO) Market Concentration Ratio (CR5 and HHI)
- 3.2 Agent Performance Optimization (APO) Key Players Head office and Area Served
- 3.3 Key Players Agent Performance Optimization (APO) Product/Solution/Service
- 3.4 Date of Enter into Agent Performance Optimization (APO) Market
- 3.5 Mergers & Acquisitions, Expansion Plans
4 Breakdown Data by Type and Application
- 4.1 Global Agent Performance Optimization (APO) Market Size by Type (2014-2019)
- 4.2 Global Agent Performance Optimization (APO) Market Size by Application (2014-2019)
5 United States
- 5.1 United States Agent Performance Optimization (APO) Market Size (2014-2019)
- 5.2 Agent Performance Optimization (APO) Key Players in United States
- 5.3 United States Agent Performance Optimization (APO) Market Size by Type
- 5.4 United States Agent Performance Optimization (APO) Market Size by Application
6 Europe
- 6.1 Europe Agent Performance Optimization (APO) Market Size (2014-2019)
- 6.2 Agent Performance Optimization (APO) Key Players in Europe
- 6.3 Europe Agent Performance Optimization (APO) Market Size by Type
- 6.4 Europe Agent Performance Optimization (APO) Market Size by Application
7 China
- 7.1 China Agent Performance Optimization (APO) Market Size (2014-2019)
- 7.2 Agent Performance Optimization (APO) Key Players in China
- 7.3 China Agent Performance Optimization (APO) Market Size by Type
- 7.4 China Agent Performance Optimization (APO) Market Size by Application
8 Japan
- 8.1 Japan Agent Performance Optimization (APO) Market Size (2014-2019)
- 8.2 Agent Performance Optimization (APO) Key Players in Japan
- 8.3 Japan Agent Performance Optimization (APO) Market Size by Type
- 8.4 Japan Agent Performance Optimization (APO) Market Size by Application
9 Southeast Asia
- 9.1 Southeast Asia Agent Performance Optimization (APO) Market Size (2014-2019)
- 9.2 Agent Performance Optimization (APO) Key Players in Southeast Asia
- 9.3 Southeast Asia Agent Performance Optimization (APO) Market Size by Type
- 9.4 Southeast Asia Agent Performance Optimization (APO) Market Size by Application
10 India
- 10.1 India Agent Performance Optimization (APO) Market Size (2014-2019)
- 10.2 Agent Performance Optimization (APO) Key Players in India
- 10.3 India Agent Performance Optimization (APO) Market Size by Type
- 10.4 India Agent Performance Optimization (APO) Market Size by Application
11 Central & South America
- 11.1 Central & South America Agent Performance Optimization (APO) Market Size (2014-2019)
- 11.2 Agent Performance Optimization (APO) Key Players in Central & South America
- 11.3 Central & South America Agent Performance Optimization (APO) Market Size by Type
- 11.4 Central & South America Agent Performance Optimization (APO) Market Size by Application
12 International Players Profiles
- 12.1 NICE Ltd
- 12.1.1 NICE Ltd Company Details
- 12.1.2 Company Description and Business Overview
- 12.1.3 Agent Performance Optimization (APO) Introduction
- 12.1.4 NICE Ltd Revenue in Agent Performance Optimization (APO) Business (2014-2019)
- 12.1.5 NICE Ltd Recent Development
- 12.2 Genesys
- 12.2.1 Genesys Company Details
- 12.2.2 Company Description and Business Overview
- 12.2.3 Agent Performance Optimization (APO) Introduction
- 12.2.4 Genesys Revenue in Agent Performance Optimization (APO) Business (2014-2019)
- 12.2.5 Genesys Recent Development
- 12.3 Verint Systems Inc
- 12.3.1 Verint Systems Inc Company Details
- 12.3.2 Company Description and Business Overview
- 12.3.3 Agent Performance Optimization (APO) Introduction
- 12.3.4 Verint Systems Inc Revenue in Agent Performance Optimization (APO) Business (2014-2019)
- 12.3.5 Verint Systems Inc Recent Development
- 12.4 Aspect
- 12.4.1 Aspect Company Details
- 12.4.2 Company Description and Business Overview
- 12.4.3 Agent Performance Optimization (APO) Introduction
- 12.4.4 Aspect Revenue in Agent Performance Optimization (APO) Business (2014-2019)
- 12.4.5 Aspect Recent Development
- 12.5 Calabrio
- 12.5.1 Calabrio Company Details
- 12.5.2 Company Description and Business Overview
- 12.5.3 Agent Performance Optimization (APO) Introduction
- 12.5.4 Calabrio Revenue in Agent Performance Optimization (APO) Business (2014-2019)
- 12.5.5 Calabrio Recent Development
- 12.6 Five9
- 12.6.1 Five9 Company Details
- 12.6.2 Company Description and Business Overview
- 12.6.3 Agent Performance Optimization (APO) Introduction
- 12.6.4 Five9 Revenue in Agent Performance Optimization (APO) Business (2014-2019)
- 12.6.5 Five9 Recent Development
- 12.7 Teleopti AB
- 12.7.1 Teleopti AB Company Details
- 12.7.2 Company Description and Business Overview
- 12.7.3 Agent Performance Optimization (APO) Introduction
- 12.7.4 Teleopti AB Revenue in Agent Performance Optimization (APO) Business (2014-2019)
- 12.7.5 Teleopti AB Recent Development
- 12.8 ZOOM International
- 12.8.1 ZOOM International Company Details
- 12.8.2 Company Description and Business Overview
- 12.8.3 Agent Performance Optimization (APO) Introduction
- 12.8.4 ZOOM International Revenue in Agent Performance Optimization (APO) Business (2014-2019)
- 12.8.5 ZOOM International Recent Development
- 12.9 InVision AG
- 12.9.1 InVision AG Company Details
- 12.9.2 Company Description and Business Overview
- 12.9.3 Agent Performance Optimization (APO) Introduction
- 12.9.4 InVision AG Revenue in Agent Performance Optimization (APO) Business (2014-2019)
- 12.9.5 InVision AG Recent Development
- 12.10 Upstream Works Software
- 12.10.1 Upstream Works Software Company Details
- 12.10.2 Company Description and Business Overview
- 12.10.3 Agent Performance Optimization (APO) Introduction
- 12.10.4 Upstream Works Software Revenue in Agent Performance Optimization (APO) Business (2014-2019)
- 12.10.5 Upstream Works Software Recent Development
- 12.11 Envision Telephony
- 12.12 CallMiner
- 12.13 CallFinder
- 12.14 HigherGround, Inc.
13 Market Forecast 2019-2025
- 13.1 Market Size Forecast by Regions
- 13.2 United States
- 13.3 Europe
- 13.4 China
- 13.5 Japan
- 13.6 Southeast Asia
- 13.7 India
- 13.8 Central & South America
- 13.9 Market Size Forecast by Product (2019-2025)
- 13.10 Market Size Forecast by Application (2019-2025)
14 Analyst's Viewpoints/Conclusions
15 Appendix
- 15.1 Research Methodology
- 15.1.1 Methodology/Research Approach
- 15.1.1.1 Research Programs/Design
- 15.1.1.2 Market Size Estimation
- 12.1.1.3 Market Breakdown and Data Triangulation
- 15.1.2 Data Source
- 15.1.2.1 Secondary Sources
- 15.1.2.2 Primary Sources
- 15.1.1 Methodology/Research Approach
- 15.2 Disclaimer
Summary:
Get latest Market Research Reports on Agent Performance Optimization (APO) . Industry analysis & Market Report on Agent Performance Optimization (APO) is a syndicated market report, published as Global Agent Performance Optimization (APO) Market Size, Status and Forecast 2019-2025. It is complete Research Study and Industry Analysis of Agent Performance Optimization (APO) market, to understand, Market Demand, Growth, trends analysis and Factor Influencing market.
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