Global Agent Performance Optimization (APO) Market Growth Trends and Drivers Analysis 2018-2025
Agent Performance Optimization covers everything from workforce and performance management, quality monitoring, analytics and virtual agents. Agent performance optimization is widely used in contact centers for agent-facing technologies. These contact center applications essentially seek to reduce workforce costs, increase agent effectiveness, and improve service levels. These tools ease manager's task in planning schedules, forecasting agent requirements, measuring agent performance, analyzing results and improving outcomes.
With today’s complex and omnichannel customer journeys, executives and organizations should strive to get everything they can out of their workforce management system. The bottom line is that optimizing contact center and call center performance will help to develop a competitive advantage as agent productivity is improved, customers’ needs are proactively met, and, ultimately, revenues are increased.
A Workforce Management solution can have a profound impact on all areas of the customer service – from long-term planning and intraday management, to follow-up and performance management.
The market is growing at a very rapid pace and with rise in technological innovation, competition and M&A activities in the industry many local and regional vendors are offering specific application products for varied end-users. The new manufacturer entrants in the market are finding it hard to compete with the international vendors based on quality, reliability, and innovations in technology.
The industry is expected to remain innovation-led, with frequent acquisitions and strategic alliances adopted as the key strategies by the players to increase their industry presence. Market stays in mature period with a clear concentration.
Significant and lasting barriers make entry into this market difficult. These barriers include, but are not limited to: (i) product development costs; (ii) capital requirements; (iii) intellectual property rights; (iv) regulatory requirement; and (v) Transitions’ unfair methods of competition.
Despite the presence of competition problems, due to the global recovery trend is clear, investors are still optimistic about this area, the future will still have more new investment enter the field. Even so, the market is intensely competitive .The study group recommends the new entrants just having money but without technical advantage and upstream and downstream support do not to enter into this field.
Over the next five years, LPI(LP Information) projects that Agent Performance Optimization (APO) will register a 15.4% CAGR in terms of revenue, reach US$ 4530 million by 2023, from US$ 1920 million in 2017.
This report presents a comprehensive overview, market shares and growth opportunities of Agent Performance Optimization (APO) market by product type, application, key companies and key regions.
To calculate the market size, LP Information considers value generated from the sales of the following segments:
Segmentation by product type:
Cloud Based
On Premises
Segmentation by application:
Small & Mid-sized Businesses
Large Enterprises
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Korea
Southeast Asia
India
Australia
Europe
Germany
France
UK
Italy
Russia
Spain
Middle East & Africa
Egypt
South Africa
Israel
Turkey
GCC Countries
The report also presents the market competition landscape and a corresponding detailed analysis of the major players in the market. The key players covered in this report:
NICE Ltd
Genesys
Verint Systems Inc
Aspect
Calabrio
Five9
Teleopti AB
ZOOM International
InVision AG
Upstream Works Software
Envision Telephony
CallMiner
CallFinder
HigherGround, Inc.
In addition, this report discusses the key drivers influencing market growth, opportunities, the challenges and the risks faced by key players and the market as a whole. It also analyzes key emerging trends and their impact on present and future development.
Research objectives
To study and analyze the global Agent Performance Optimization (APO) market size by key regions/countries, product type and application, history data from 2013 to 2017, and forecast to 2023.
To understand the structure of Agent Performance Optimization (APO) market by identifying its various subsegments.
Focuses on the key global Agent Performance Optimization (APO) players, to define, describe and analyze the value, market share, market competition landscape, SWOT analysis and development plans in next few years.
To analyze the Agent Performance Optimization (APO) with respect to individual growth trends, future prospects, and their contribution to the total market.
To share detailed information about the key factors influencing the growth of the market (growth potential, opportunities, drivers, industry-specific challenges and risks).
To project the size of Agent Performance Optimization (APO) submarkets, with respect to key regions (along with their respective key countries).
To analyze competitive developments such as expansions, agreements, new product launches and acquisitions in the market.
To strategically profile the key players and comprehensively analyze their growth strategies.
Table of Contents - Key Points
2018-2023 Global Agent Performance Optimization (APO) Market Report (Status and Outlook)
1 Scope of the Report
1.1 Market Introduction
1.2 Research Objectives
1.3 Years Considered
1.4 Market Research Methodology
1.5 Economic Indicators
1.6 Currency Considered
2 Executive Summary
2.1 World Market Overview
2.1.1 Global Agent Performance Optimization (APO) Market Size 2013-2023
2.1.2 Agent Performance Optimization (APO) Market Size CAGR by Region
2.2 Agent Performance Optimization (APO) Segment by Type
2.2.1 Cloud Based
2.2.2 On Premises
2.3 Agent Performance Optimization (APO) Market Size by Type
2.3.1 Global Agent Performance Optimization (APO) Market Size Market Share by Type (2013-2018)
2.3.2 Global Agent Performance Optimization (APO) Market Size Growth Rate by Type (2013-2018)
2.4 Agent Performance Optimization (APO) Segment by Application
2.4.1 Small & Mid-sized Businesses
2.4.2 Large Enterprises
2.5 Agent Performance Optimization (APO) Market Size by Application
2.5.1 Global Agent Performance Optimization (APO) Market Size Market Share by Application (2013-2018)
2.5.2 Global Agent Performance Optimization (APO) Market Size Growth Rate by Application (2013-2018)
3 Global Agent Performance Optimization (APO) by Players
3.1 Global Agent Performance Optimization (APO) Market Size Market Share by Players
3.1.1 Global Agent Performance Optimization (APO) Market Size by Players (2016-2018)
3.1.2 Global Agent Performance Optimization (APO) Market Size Market Share by Players (2016-2018)
3.2 Global Agent Performance Optimization (APO) Key Players Head office and Products Offered
3.3 Market Concentration Rate Analysis
3.3.1 Competition Landscape Analysis
3.3.2 Concentration Ratio (CR3, CR5 and CR10) (2016-2018)
3.4 New Products and Potential Entrants
3.5 Mergers & Acquisitions, Expansion
4 Agent Performance Optimization (APO) by Regions
4.1 Agent Performance Optimization (APO) Market Size by Regions
4.2 Americas Agent Performance Optimization (APO) Market Size Growth
4.3 APAC Agent Performance Optimization (APO) Market Size Growth
4.4 Europe Agent Performance Optimization (APO) Market Size Growth
4.5 Middle East & Africa Agent Performance Optimization (APO) Market Size Growth
..............
11 Key Players Analysis
11.1 NICE Ltd
11.1.1 Company Details
11.1.2 Agent Performance Optimization (APO) Product Offered
11.1.3 NICE Ltd Agent Performance Optimization (APO) Revenue, Gross Margin and Market Share (2016-2018)
11.1.4 Main Business Overview
11.1.5 NICE Ltd News
11.2 Genesys
11.2.1 Company Details
11.2.2 Agent Performance Optimization (APO) Product Offered
11.2.3 Genesys Agent Performance Optimization (APO) Revenue, Gross Margin and Market Share (2016-2018)
11.2.4 Main Business Overview
11.2.5 Genesys News
11.3 Verint Systems Inc
11.3.1 Company Details
11.3.2 Agent Performance Optimization (APO) Product Offered
11.3.3 Verint Systems Inc Agent Performance Optimization (APO) Revenue, Gross Margin and Market Share (2016-2018)
11.3.4 Main Business Overview
11.3.5 Verint Systems Inc News
11.4 Aspect
11.4.1 Company Details
11.4.2 Agent Performance Optimization (APO) Product Offered
11.4.3 Aspect Agent Performance Optimization (APO) Revenue, Gross Margin and Market Share (2016-2018)
11.4.4 Main Business Overview
11.4.5 Aspect News
11.5 Calabrio
11.5.1 Company Details
11.5.2 Agent Performance Optimization (APO) Product Offered
11.5.3 Calabrio Agent Performance Optimization (APO) Revenue, Gross Margin and Market Share (2016-2018)
11.5.4 Main Business Overview
11.5.5 Calabrio News
11.6 Five9
11.6.1 Company Details
11.6.2 Agent Performance Optimization (APO) Product Offered
11.6.3 Five9 Agent Performance Optimization (APO) Revenue, Gross Margin and Market Share (2016-2018)
11.6.4 Main Business Overview
11.6.5 Five9 News
11.7 Teleopti AB
11.7.1 Company Details
11.7.2 Agent Performance Optimization (APO) Product Offered
11.7.3 Teleopti AB Agent Performance Optimization (APO) Revenue, Gross Margin and Market Share (2016-2018)
11.7.4 Main Business Overview
11.7.5 Teleopti AB News
11.8 ZOOM International
11.8.1 Company Details
11.8.2 Agent Performance Optimization (APO) Product Offered
11.8.3 ZOOM International Agent Performance Optimization (APO) Revenue, Gross Margin and Market Share (2016-2018)
11.8.4 Main Business Overview
11.8.5 ZOOM International News
11.9 InVision AG
11.9.1 Company Details
11.9.2 Agent Performance Optimization (APO) Product Offered
11.9.3 InVision AG Agent Performance Optimization (APO) Revenue, Gross Margin and Market Share (2016-2018)
11.9.4 Main Business Overview
11.9.5 InVision AG News
11.10 Upstream Works Software
11.10.1 Company Details
11.10.2 Agent Performance Optimization (APO) Product Offered
11.10.3 Upstream Works Software Agent Performance Optimization (APO) Revenue, Gross Margin and Market Share (2016-2018)
11.10.4 Main Business Overview
11.10.5 Upstream Works Software News
11.11 Envision Telephony
11.12 CallMiner
11.13 CallFinder
……Continued
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Posted by
Vivian Dsena
on Tuesday September 25 2018, 6:49 AM EST.
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