-- Global Agent Performance Optimization (APO) Market 2019-2024
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.
Scope of the Global Agent Performance Optimization (APO) Market Report
This report studies the Agent Performance Optimization (APO) market status and outlook of Global and major regions, from angles of players, countries, product types and end industries; this report analyzes the top players in global market, and splits the Agent Performance Optimization (APO) market by product type and applications/end industries.
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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 global Agent Performance Optimization (APO) market is valued at 1920 million USD in 2018 and is expected to reach 4530 million USD by the end of 2024, growing at a CAGR of 15.4% between 2019 and 2024.
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 2019 and will be xx million USD in 2024, 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
Cloud Based
On Premises
Global Agent Performance Optimization (APO) Market Segment by Applications, can be divided into
Small & Mid-sized Businesses
Large Enterprises
Some Points From Table of Content
1 Agent Performance Optimization (APO) Market Overview
1.1 Product Overview and Scope of Agent Performance Optimization (APO)
1.2 Classification of Agent Performance Optimization (APO) by Types
1.2.1 Global Agent Performance Optimization (APO) Revenue Comparison by Types (2019-2024)
1.2.2 Global Agent Performance Optimization (APO) Revenue Market Share by Types in 2018
1.2.3 Cloud Based
1.2.4 On Premises
1.3 Global Agent Performance Optimization (APO) Market by Application
2 Manufacturers Profiles
2.1 NICE Ltd
2.1.1 Business Overview
2.1.2 Agent Performance Optimization (APO) Type and Applications
2.1.2.1 Product A
2.1.2.2 Product B
2.1.3 NICE Ltd Agent Performance Optimization (APO) Revenue, Gross Margin and Market Share (2017-2018)
2.2 Genesys
2.2.1 Business Overview
2.2.2 Agent Performance Optimization (APO) Type and Applications
2.2.2.1 Product A
2.2.2.2 Product B
2.2.3 Genesys Agent Performance Optimization (APO) Revenue, Gross Margin and Market Share (2017-2018)
2.3 Verint Systems Inc
2.3.1 Business Overview
2.3.2 Agent Performance Optimization (APO) Type and Applications
2.3.2.1 Product A
2.3.2.2 Product B
3 Global Agent Performance Optimization (APO) Market Competition, by Players
3.1 Global Agent Performance Optimization (APO) Revenue and Share by Players (2014-2019)
3.2 Market Concentration Rate
3.2.1 Top 5 Agent Performance Optimization (APO) Players Market Share
3.2.2 Top 10 Agent Performance Optimization (APO) Players Market Share
3.3 Market Competition Trend
4 Global Agent Performance Optimization (APO) Market Size by Regions
4.1 Global Agent Performance Optimization (APO) Revenue and Market Share by Regions
4.2 North America Agent Performance Optimization (APO) Revenue and Growth Rate (2014-2019)
4.3 Europe Agent Performance Optimization (APO) Revenue and Growth Rate (2014-2019)
4.4 Asia-Pacific Agent Performance Optimization (APO) Revenue and Growth Rate (2014-2019)
4.5 South America Agent Performance Optimization (APO) Revenue and Growth Rate (2014-2019)
4.6 Middle East and Africa Agent Performance Optimization (APO) Revenue and Growth Rate (2014-2019)
5 North America Agent Performance Optimization (APO) Revenue by Countries
5.1 North America Agent Performance Optimization (APO) Revenue by Countries (2014-2019)
5.2 USA Agent Performance Optimization (APO) Revenue and Growth Rate (2014-2019)
5.3 Canada Agent Performance Optimization (APO) Revenue and Growth Rate (2014-2019)
5.4 Mexico Agent Performance Optimization (APO) Revenue and Growth Rate (2014-2019)...Continued
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