
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.
According to this study, over the next five years the Agent Performance Optimization (APO) market will register a 15.4% CAGR in terms of revenue, the global market size will reach US$ 4530 million by 2024, from US$ 1920 million in 2019. In particular, this report presents the global revenue market share of key companies in Agent Performance Optimization (APO) business, shared in Chapter 3.
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.
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The report also presents the market competition landscape and a corresponding detailed analysis of the major vendor/manufacturers in the market. The Key Manufacturers 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.
This study considers the Agent Performance Optimization (APO) value generated from the sales of the following segments:
Segmentation by Product Type: Breakdown data from 2014 to 2019, and Forecast to 2024.
Cloud Based
On Premises
Segmentation by application: breakdown data from 2014 to 2019, in Section 2.4; and forecast to 2024 in section 10.8.
Small & Mid-sized Businesses
Large Enterprises
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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.
The global Agent Performance Optimization (APO) market has been segmented by region which includes the Americas, United States, Canada, Mexico, Brazil, APAC, China, Japan, Korea, Southeast Asia, India, Australia, Europe, Germany, France, UK, Italy, Russia, Spain, Middle East & Africa, Egypt, South Africa, Israel, Turkey, GCC Countries. The region wise segmentation ensures that the customers attain utmost knowledge of the Agent Performance Optimization (APO) market trends in each region and hence can plan accordingly to gain the maximum market share.
Some Major TOC Points:
Global Agent Performance Optimization (APO) Market Report (Status and Outlook) 2019
1 Scope of the Report
2 Executive Summary
3 Global Agent Performance Optimization (APO) by Players
4 Agent Performance Optimization (APO) by Regions
5 Americas
6 APAC
7 Europe
8 Middle East & Africa
9 Market Drivers, Challenges and Trends
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 (2017-2019)
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 (2017-2019)
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 (2017-2019)
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 (2017-2019)
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 (2017-2019)
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 (2017-2019)
11.6.4 Main Business Overview
11.6.5 Five9 News
12 Research Findings and Conclusion
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