Moving Towards 'Real Time' Workforce Optimization in Contact Centers (Strategic

Moving Towards 'Real Time' Workforce Optimization in Contact Centers (Strategic Focus)

Published Date: April 2008

Published By: Datamonitor

Page Count: 44

Order Code: R313-32237

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Description

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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

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