Agent Performance Optimization (APO): A Global Strategic Business Report
San Jose, CA (PRWEB) August 24, 2011
Agent performance optimization (APO) has undergone major transformation since the beginning of the decade, with significant changes in technology, value enhancement and the way it is perceived by organizations. Over the years, workforce management has evolved from a basic hardware based systems meant for call recording into a more sophisticated set of applications for quality assurance and thereafter into workforce optimization suites which are now delivering advanced solutions for optimizing agent performance and customer experience in contact centers. The mature nature of the market requires vendors to reinvent themselves on a constant basis with new innovations and simultaneously look for expanding scope of their products beyond traditional applications. The strategy is imperative for the vendors to stay afloat in an aggressively competitive marketplace comprising of active domestic as well as global players.
Enhanced applications with the capability of performing more than the regular, simple tools and fill operational gaps are driving growth in the APO market lately. Prominent tools in the category include speech analytics, performance management systems and desktop screen analytics. One of the most visible trends in recent years has been of outsourcing contact centers operations to cheaper, offshore markets, thereby ensuring considerable benefits of large cost savings as well as 24x7 prompt service to customers. The phenomenal success rates of such Contact Centers resulted in a massive increase in outsourcing to developing Asian countries of China, India, Philippines, Malaysia and Australia which have an edge over others by way of cheap labor, English and multi-lingual population, superior skill sets population and low costs. In the outsourcing landscape, deployment of APO tools has increased traction as these tools help in differentiating outsourcers among competitors and demonstrating maximum savings and value additions.
Primary growth drivers for the APO market have been the high value propositions and attractive return on investments offered by the core applications of quality monitoring and workforce management. Vendors in this market are seriously seeking to extend scope of their offerings to include enhanced applications and deliver optimum solutions. Taking APO applications to areas outside contact centers has been one of the main aims of vendors. Speech analytics and performance management have been the major growth areas for the APO market with their tremendous potential for improving performance at the agent and enterprise levels. Recent enhancements in speech analytics are enabling enterprises to gain deeper insights into customer behavior. Other newer areas of APO drawing increasing attention include workflow analysis and root cause analysis, which have a significant impact on customer experience just like contact centers.
The high value associated with APO tools enabled an easy transition for the market through the recession; even while the larger enterprise technology market suffered from the heavy impact. High end-user demand and greater levels of product innovations enabled APO market defy the negative impact of recession with ease. In addition, strong synergies among major application areas including quality monitoring, workforce management and e-learning also benefited the market significantly.
The US represents the largest regional market for agent performance optimization, as stated by the new research report on Agent Performance Optimization. The rapidly growing markets of APAC including India, China, Malaysia and Phillipines constitute global outsourcing hubs for contact centers. The US is the largest source of offshore work for APAC, accounting for an impressive 70% of total outsourcing worldwide. Frontrunners in enterprise offshoring are the Telecommunications, BFSI, Airlines and High Technology industry verticals. Asia-Pacific is well positioned to take the growth forward at the overall fastest rate of more than 10% through 2017.
Key market participants in the report include Aspect Software, Inc, Autonomy Corporation PLC, Bay Bridge Decision Technologies, Inc, Calabrio, Inc, CallMiner, Inc, ClickFox, Inc, Enkata, Envision Telephony, Inc, Genesys Telecommunications Laboratories, Inc, GMT Corporation, HigherGround, Inc, Interactive Intelligence, Inc, InVision Software AG, Merced Systems, Inc, Nexidia, Inc, NICE Systems Ltd, TELEOPTI AB, Verint Systems Inc.,Voice Print International, Inc, Upstream Works Software Ltd., and UTOPY, Inc.
The research report titled “Agent Performance Optimization (APO): A Global Strategic Business Report” announced by Global Industry Analysts, Inc., provides a comprehensive review of industry and product overview, recession trends, WFO market, product innovations, recent industry activity and profiles of market players worldwide. Market analytics and overview is provided in value (US$) terms for major geographic markets such as US, Canada, Japan, Europe, Asia-Pacific, Latin America and Rest of World. The study also provides historic data for an insight into market evolution over the period 2003 through 2008.
For more details about this comprehensive market research report, please visit – http://www.strategyr.com/Agent_Performance_Optimization_APO_Market_Report.asp
About Global Industry Analysts, Inc.
Global Industry Analysts, Inc., (GIA) is a leading publisher of off-the-shelf market research. Founded in 1987, the company currently employs over 800 people worldwide. Annually, GIA publishes more than 1300 full-scale research reports and analyzes 40,000+ market and technology trends while monitoring more than 126,000 Companies worldwide. Serving over 9500 clients in 27 countries, GIA is recognized today, as one of the world's largest and reputed market research firms.
Global Industry Analysts, Inc.
Web Site: http://www.StrategyR.com/