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Home > Communications > Telecommunications > General Telecom
North America and EMEA Agent Performance Optimization Markets
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| Published Date:
April 2006
Published By:
Frost & Sullivan
Page Count:
104
Order Code:
R1-4852
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Research Overview
This Frost & Sullivan research service entitled World Agent Performance Optimization provides an analysis of the drivers, challenges, and restraints governing key stakeholders within this industry. The study provides insights into various trends that are currently impacting the agent performance optimization market as well as a special focus on the promising speech analytics area. In this research service, Frost & Sullivan's expert analysts thoroughly examine the following applications: quality monitoring and workforce management.
Market Sectors
Expert Frost & Sullivan analysts thoroughly examine the following market sectors in this research:
- Quality monitoring software
- Workforce management software
Technologies
The following technologies are covered in this research service:
- Outbound Dialing
- Automatic Call Distribution (ACD) Systems
- IP Contact Centers (IPCC)
- Interactive Voice Response (IVR) Systems
Market Overview
Agent Performance Optimization Market Sees Strong Growth
The compelling value propositions and attractive return on investment (ROI) offered by the core agent performance optimization (APO) applications of quality monitoring and workforce management have been primary drivers for the growth of this market. These applications enable contact centers to achieve their critical goals of improved agent effectiveness and customer service at reduced costs. Vendors are now looking to expand the cope of traditional applications even further to enhance performance not only at the agent, but also at the contact center levels.
"Extending the benefits of APO applications to other areas of the enterprise is a common focal point for vendors in this space," observes the analyst of this research service. "Some of the key growth areas in this respect include speech analytics and performance management, both of which represent exciting opportunities for contact centers to continue positively impacting their bottom line." Another growing trend is the increasing outsourcing of contact centers to overseas markets due to significant cost savings and round-the-clock customer service. The success of such contact centers has resulted in phenomenal growth projections for several overseas markets such as India, China, and the Philippines. Together, these two rising trends bode well for the future growth of the APO market.
Changing Scope of Applications Likely to Drive Future Growth
The global market for quality monitoring solutions - including revenue from software, hardware, and services - is projected to increase from $560.5 million in 2005 to $1.33 billion in 2012. One of the factors driving this growth is the emerging speech analytics area, which is attracting great attention for its tremendous potential in improving performance at the agent, contact center, and enterprise levels. Recent advancements in speech analytics resulted in revolutionary offerings that enable contact centers to gain deeper insights into customer behavior. However, the growing demand from enterprises to optimize the entire customer service process through various touch points within the enterprise is compelling vendors to expand the scope of traditional quality monitoring applications. This has led vendors to focus their efforts on newer areas such as monitoring back office transactions, root cause analysis, and workflow analysis, all of which show great promise in positively impacting customer experiences.
The workforce management solutions segment is also expected to continue experiencing demand from enterprises due to the need to accurately forecast and schedule the agent workforce in highly complex contact center environments. A key trend seen in this market is the increasing bundling of performance management with workforce management applications to maximize agent and contact center functioning. However, similar to quality monitoring, workforce management solutions are also evolving beyond their core applications of forecasting and scheduling in response to the growing needs of enterprises. "Newer releases of this software contain several features that enable the optimization of people, process, and technology associated with the workforce management cycle, thereby further enhancing contact center performance," says the analyst. "Workforce management products are increasingly being viewed as optimization enabling tools rather than as just a means of managing personnel."
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