World Agent Performance Optimization Market

Expanding scope and definition of traditional applications fuels growth

The core Agent Performance Optimization applications of Quality Monitoring and Workforce Management with compelling value propositions and strong ROI’s have been the cornerstones driving growth in this market. A stable and somewhat saturated contact center market will benefit immensely from newer geographical and functional areas of focus ensuring more rapid growth modes in the future. Expansion of the scope of these applications to ensure business process quality and a more holistic approach to contact center performance are key growth areas.

This Frost & Sullivan research analyzes the world market for agent performance optimization software. The research divides this market into two main segments: quality monitoring and workforce management. Two related growth areas include Performance Optimization and Speech Analytics. The analysis provides detailed insights into the drivers for this market along with challenges faced by vendors. This study also offers market forecasts as well as competitive analysis and strategic growth recommendations.

Enhancing value from the agent-customer interaction a key priority for contact centers

“Agent performance optimization software will play a critical role in enabling contact centers to generate greater value from the customer-agent interaction in addition to increasing efficiency”

Efficiency metrics such as average handle time and number of calls handled are standard agent performance measurement parameters. Contact centers today are equally concerned with the outcome of the call in terms of customer loyalty and revenue generation. Recent releases of the software assist contact centers in making this transition.

Rapidly growing application areas such as Performance Optimization and Speech Analytics Pave the Way for Future Growth

Performance Optimization applications offer a more holistic approach to contact center performance. Contact centers today are extremely complex operations. Applications that offer a multidimensional and unified view of metrics and measures driving contact center performance deliver exceptional value. “A key benefit of performance optimization applications lies in its ability to optimize existing contact center investments resulting in time savings and cost reductions” 

Customer-agent interactions contain a wealth of data that is increasingly hard to get to. “Speech Analytics products hold the key to unearthing the intelligence within customer-agent recordings”

1. Executive Summary
 1. Introduction
  1. Market Overview
  2. Future Outlook
  3. Scope
  4. Research & Analysis Methodology

2. Quality Monitoring Software
 1. Market Overview
  1. Market Analysis & Definition
  2. Trends
  3. Challenges
  4. Drivers
  5. Restraints
 2. Revenue & Unit Shipment Forecasts
  1. Market Engineering Measurements
  2. Forecasts
 3. Competitive Overview & Market Share
  1. Market Share Analysis
  2. Competitive Structure
 4. Vendor Profiles
  1. Vendor Profiles

3. Workforce Management Software
 1. Market Overview
  1. Market Analysis & Definitions
  2. Trends
  3. Challenges
  4. Drivers
  5. Restraints
 2. Revenue & Unit Shipment Forecasts
  1. Market Engineering Measurements
  2. Forecasts
 3. Competitive Overview & Market Share
  1. Market Share Analysis
  2. Competitive Structure
 4. Vendor Profiles
  1. Aspect Communications
  2. IEX Corporation
  3. Blue Pumpkin Software (now Witness)
  4. Genesys
  5. Symon Communications Inc.
  6. Envision Telephony
  7. Concerto Software
  8. Pipkins Inc

4. Strategic Analysis
 1. Competitive Success Factors
  1. Quality Monitoring
  2. Workforce Management
 2. Strategic Growth Recommendations
  1. Growth Recommendations
 3. Awards
  1. Frost & Sullivan Awards

List of Figures

SEGMENT 2

• Quality Monitoring Market: Impact of Top Ten Industry Challenges (World), 2005-2011


• Quality Monitoring Market: Market Drivers Ranked in Order of Impact (World), 2005-2011


• Quality Monitoring Market: Market Restraints Ranked in Order of Impact (World), 2005-2011


• Quality Monitoring Market: Percentage of Vendor Revenues by Geographic Region (World), 2003-2004


• Quality Monitoring Market: Unit Shipment and Product Revenue Forecasts (World), 2003-2011


• Quality Monitoring Market: Unit Shipment and Total Revenue Forecasts Including Services (World), 2003-2011


• Quality Monitoring Market: Geographic Distribution of Revenue Forecasts (World), 2003-2011


• Quality Monitoring Market: Market Share Trends of Major Market Participants Based on Software License and Hardware Revenues (World), 2003-2004


• Quality Monitoring Market: Market Share Trends of Major Market Participants Based on Total Revenue Including Software Licenses, Hardware and Services (World), 2003-2004


• Quality Monitoring Market: Market Share Trends of Major Market Participants Based on Software License and Hardware Revenues (North America), 2003-2004


• Quality Monitoring Market: Market Share Trends of Major Market Participants Based on Total Revenue Including Software Licenses, Hardware and Services (North America), 2003-2004


• Quality Monitoring Market: Market Share Trends of Major Market Participants Based on Software License and Hardware Revenues (EMEA), 2003-2004


• Quality Monitoring Market: Market Share Trends of Major Market Participants Based on Total Revenue Including Software Licenses, Hardware and Services (EMEA), 2004


• Quality Monitoring Market: Competitive Structure (World), 2004


• Quality Monitoring Market: Products Offered by Major Market Participants (World), 2004

SEGMENT 3

• Workforce Management Market: Impact of Top Ten Industry Challenges (World), 2005-2011


• Workforce Management Market: Market Drivers Ranked in Order of Impact (World), 2005-2011


• Workforce Management Market: Market Restraints Ranked in Order of Impact (World), 2005-2011


• Workforce Management Market: Percentage of Vendor Revenues by Geographic Region (World), 2003-2004


• Workforce Management Market: Unit Shipment and License Revenue Forecasts (World), 2003-2011


• Workforce Management Market: Unit Shipment and Total Revenue Forecasts Including Services (World), 2003-2011


• Workforce Management Market: Geographic Distribution of Revenue Forecasts (World), 2002-2011


• Workforce Management Market: Market Share Trends of Major Market Participants Based on Software License Revenues (World), 2003-2004


• Workforce Management Market: Market Share Trends of Major Market Participants Based on Total Revenue Including Software Licenses and Services (World), 2003-2004


• Workforce Management Market: Market Share Trends of Major Market Participants Based on Software License Revenues (North America), 2003-2004


• Workforce Management Market: Market Share Trends of Major Market Participants Based on Total Revenue Including Software Licenses and Services (North America), 2003-2004


• Workforce Management Market: Market Share Trends of Major Market Participants Based on Software License Revenues (EMEA), 2003-2004


• Workforce Management Market: Market Share Trends of Major Market Participants Based on Total Revenue Including Software Licenses and Services (EMEA), 2003-2004


• Workforce Management Market: Competitive Structure (World), 2004


• Workforce Management Market: Products Offered by Major Market Participants (World), 2004

SEGMENT 4

• Quality Monitoring Market: Critical Success Factors in the Quality Monitoring Market and Their Expected Impact on Revenues over the Forecast Period (World), 2004-2011


• Quality Monitoring Market: Critical Success Factors for Key Vendors in the Quality Monitoring Market (World), 2004


• Quality Monitoring Market: Analytics Feature Comparison for Key Vendors (World), 2004


• Workforce Management Market: Critical Success Factors in the Workforce Management Market and Their Expected Impact on Revenues over the Forecast Period (World), 2004-2011


• Workforce Management Market: Critical Success Factors for Key Vendors in the Workforce Management Market (World), 2004