Moving Towards 'Real Time' Workforce Optimization in Contact Centers

(Strategic Focus)

Publication Date	April 2008
Publisher	Datamonitor
Product Type	Report
Pages	44
ISBN Number	not applicable
Product Code	DAT11110

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£1,795.00
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Summary

Introduction

This theme examines the changing landscape and technology offered by contact center optimization vendors and assess the market opportunities and looks deeper into the convergence of contact center optimization and call recording.

Scope

Key market data and detailed analysis of the workforce optimization markets in North America Western Europe Asia-Pacific and CALA are provided

In-depth market analysis for the QM WFM eCoaching contact center analytics speech analytics and logging markets

Report Highlights

By 2013 the global workforce optimization market will be worth $2.9 billion. Contact center analytics and speech analytics will be the major drivers for growth.

Vendors are increasingly targeting opportunities outside the contact center to enter the enterprise market.

Reasons to Purchase

Assess the most effective go-to-market strategies to pursue for different geographic regions and different vertical markets

Identify key opportunities within the workforce optimization market as well as key product areas where partnering would be appropriate

Content

Datamonitor View
Catalyst
Summary
- Key Messages
- The Global Wots Market Will Grow on The Back of Demand for Contact Center Analytics and Speech Analytics
- Vendors Are Increasingly Targeting Opportunities outside The Contact Center
- There Has Been A Rapid Growth in Spending by Outsourcers
- Vendors Are Tailoring Their Wots Offerings to Penetrate The Sme Market
- Partnering Identification Is Proving to Be Critical for Success
- Table of Figures
- Table of Tables
- Market Opportunity
- Vendor Trends in The Wots Market
- A Contracting Vendor Landscape
- Increased Focus on Channel Sales
- Targeting Opportunities outside The Contact Center
- Expansion into The Emerging Markets in Apac and Cala
- Market Trends
- Increasing Adoption of IP Contact Center and Recording Solutions
- Rapid Growth in The Contact Center Outsourcing Industry
- Growing Demand for Speech Analytics in The Contact Center
- Market Sizing
- The Global Market for Wots
- The Market for Wots by Geography
- The Global Market for Wfm
- New Revenue Streams and Mid-Market to Drive Growth in The More Mature Markets of Na and Emea
- Outsourcers Are The Main Drivers of Growth in The Emerging Markets of Apac and Cala
- The Global Market for Qm
- Sluggish Growth in The Developed Markets of Na and Emea
- Developing Markets in Apac and Cala Are Growing at A Faster Rate
- The Global Market for Cca
- The Global Market for Speech Analytics
- Developed Markets of Na and Emea
- The Speech Analytics Market in Emerging Economies of Apac and Cala
- The Global Market for Ecoaching
- The Global Market for Call Logging
- Customer Impact
- Key Facts
- Vertical Market Perspective
- Financial Services
- Communications
- Outsourcers
- Technology
- Entertainment, Media and Leisure
- Healthcare
- Regional Perspective
- Developed Markets in Na and Western Europe
- Developing Markets in Apac, Cala and Eastern Europe Including Russia
- Sizeband Perspective
- Smes
- Large-Sized Contact Centers
- Go to Market
- Partner Identification Is Critical for Success
- Choose Marketing Partners to Enter New Markets
- for Product Development and Integration
- Emerging Wfo Components to Drive Growth in Mature Markets
- Outsourcers and Early Adopter Verticals Key to Success in Emerging Markets
- Vendors Need to Reduce Product Complexity
- Develop Vertical Specific Products
- Recommendations
- Vendors Should Climb up The Value Chain
- Adopt A Modular Approach to Wfo
- Continuous Relationship with Customers Is Critical to Sustain Growth
Appendix
- Definitions
- Methodology
- Further Reading
- Ask The Analyst
- Datamonitor Consulting
- Disclaimer
List of Tables
- Table 1: Global Spending on Wots by Sales Channel, 2007 - 2013
- Table 2: Global Spending on Wots by Vertical, 2007 - 2013
- Table 3: Global Spending on Wots, 2007-2013
- Table 4: Global Spending on Wots by Components , 2007 - 2013
- Table 5: Global Spending on Wots by Geography, 2007 - 2013
- Table 6: Global Spending on Wfm, 2007 - 2013
- Table 7: Global Spending on Workforce Management by Geography, 2007 - 2013
- Table 8: Global Spending on Quality Monitoring, 2007 - 2013
- Table 9: Global Spending on Workforce Management by Geography, 2007 - 2013
- Table 10: Global Spending on Contact Center Analytics, 2007 - 2013
- Table 11: Global Spending on Speech Analytics, 2007 - 2013
- Table 12: Global Spending on Ecoaching, 2007 - 2013
- Table 13: Global Spending on Call Logging, 2007 - 2013
List of Figures
- Figure 1: Global Spending on Wots by Sales Channel, 2007 - 2013
- Figure 2: Global Spending on Wots by Vertical, 2007 - 2013
- Figure 3: Global Spending on Wots, 2007-2013
- Figure 4: Global Spending on Wots by Components, 2007 - 2013
- Figure 5: Global Spending on Wots by Components, 2007 - 2013
- Figure 6: Global Spending on Wots by Geography, 2007 - 2013
- Figure 7: Global Spending on Wfm, 2007 - 2013
- Figure 8: Global Spending on Workforce Management by Geography, 2007 - 2013
- Figure 9: Global Spending on Quality Monitoring, 2007 - 2013
- Figure 10: Global Spending on Quality Monitoring by Geography, 2007 - 2013
- Figure 11: Global Spending on Contact Center Analytics, 2007 - 2013
- Figure 12: Global Spending on Speech Analytics, 2007 - 2013
- Figure 13: Global Spending on Ecoaching, 2007 - 2013
- Figure 14: Global Spending on Call Logging, 2007 - 2013
- Figure 15: Percentage of US Population by Age, 1990 - 2015
- Figure 16: Opportunity Mapping for Wots by Verticals