North American Agent Performance Optimization Markets

Publication Date	June 2009
Publisher	Frost & Sullivan
Product Type	Report
Pages	78
ISBN Number	not applicable
Product Code	FRS00254

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Summary

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.

Content

North American Apo Market
- Introduction
  - Executive Summary
  - Scope
  - Research and Analysis Methodology
  - APO Defined
  - Key Differences from 2007
  - Highlights of Growth Trends
  - Future Outlook
  - Regional Distribution
- Quality Monitoring Systems
  - Market Overview
  - Trends
  - Breakdown by Size of Contact Center
  - Breakdown by Vertical Market
  - Market Engineering Measurements
  - Industry Challenges
  - Market Drivers
  - Market Restraints
  - Revenue Forecasts
  - Competitive Overview & Market Share
- Quality Monitoring Vendor Profiles
  - NICE Systems
  - Verint Witness Actionable Solutions
  - Autonomy
  - Envision Telephony
  - Aspect Software
  - VPI
  - HigherGround
  - Others
- Workforce Management Software
  - Market Overview
  - Trends
  - Breakdown by Size of Contact Center
  - Breakdown by Vertical Market
  - Market Engineering Measurements
  - Industry Challenges
  - Market Drivers
  - Market Restraints
  - Revenue Forecasts
  - Competitive Overview & Market Share
- Workforce Management Software Vendor Profiles
  - NICE Systems
  - Aspect Software
  - Calabrio
  - Verint Witness Actionable Solutions
  - Genesys
  - GMT Corporation
- Performance Analytics
  - Performance Analytics is Changing APO
- Performance Analytics Vendor Profiles
  - Bay Bridge Decision Technologies
  - ClickFox
  - Enkata
  - Merced Systems
  - Nexidia
  - Upstream Works Software
  - Utopy
- Strategic Analysis
  - Critical Success Factors
  - Strategic Growth Recommendations