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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Overview: 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 Contents; 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