Agent Performance Optimization (APO) Market 2018: Genesys, NICE Ltd, Verint Systems Inc, Aspect, Calabrio, Five9, Teleopti AB, InVision AG, Envision Telephony, CallFinder, HigherGround, Inc.

This report focuses on the global Agent Performance Optimization (APO) status, future forecast, growth opportunity, key market and key players. The study objectives are to present the Agent Performance Optimization (APO) development in United States, Europe and China.

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.

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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.

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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.

In 2017, the global Agent Performance Optimization (APO) market size was 1920 million US$ and it is expected to reach 6060 million US$ by the end of 2025, with a CAGR of 15.5% during 2018-2025.

The key players covered in this study
• NICE Ltd
• Genesys
• Verint Systems Inc
• Aspect
• Calabrio
• Five9
• Teleopti AB
• ZOOM International
• InVision AG
• Upstream Works Software
• Envision Telephony
• CallMiner
• CallFinder
• HigherGround, Inc.

Market segment by Type, the product can be split into
• Cloud Based
• On Premises

Market segment by Application, split into
• Small & Mid-sized Businesses
• Large Enterprises

Market segment by Regions/Countries, this report covers
• United States
• Europe
• China
• Japan
• Southeast Asia
• India
• Central & South America
Table of Contents

1 Report Overview
1.1 Study Scope
1.2 Key Market Segments
1.3 Players Covered
1.4 Market Analysis by Type
1.4.1 Global Agent Performance Optimization (APO) Market Size Growth Rate by Type (2013-2025)
1.4.2 Cloud Based
1.4.3 On Premises
1.5 Market by Application
1.5.1 Global Agent Performance Optimization (APO) Market Share by Application (2013-2025)
1.5.2 Small & Mid-sized Businesses
1.5.3 Large Enterprises
1.6 Study Objectives
1.7 Years Considered

2 Global Growth Trends
2.1 Agent Performance Optimization (APO) Market Size
2.2 Agent Performance Optimization (APO) Growth Trends by Regions
2.2.1 Agent Performance Optimization (APO) Market Size by Regions (2013-2025)
2.2.2 Agent Performance Optimization (APO) Market Share by Regions (2013-2018)
2.3 Industry Trends
2.3.1 Market Top Trends
2.3.2 Market Drivers
2.3.3 Market Opportunities

3 Market Share by Key Players
3.1 Agent Performance Optimization (APO) Market Size by Manufacturers
3.1.1 Global Agent Performance Optimization (APO) Revenue by Manufacturers (2013-2018)
3.1.2 Global Agent Performance Optimization (APO) Revenue Market Share by Manufacturers (2013-2018)
3.1.3 Global Agent Performance Optimization (APO) Market Concentration Ratio (CR5 and HHI)
3.2 Agent Performance Optimization (APO) Key Players Head office and Area Served
3.3 Key Players Agent Performance Optimization (APO) Product/Solution/Service
3.4 Date of Enter into Agent Performance Optimization (APO) Market
3.5 Mergers & Acquisitions, Expansion Plans

4 Breakdown Data by Type and Application
4.1 Global Agent Performance Optimization (APO) Market Size by Type (2013-2018)
4.2 Global Agent Performance Optimization (APO) Market Size by Application (2013-2018)

5 United States
5.1 United States Agent Performance Optimization (APO) Market Size (2013-2018)
5.2 Agent Performance Optimization (APO) Key Players in United States
5.3 United States Agent Performance Optimization (APO) Market Size by Type
5.4 United States Agent Performance Optimization (APO) Market Size by Application

6 Europe
6.1 Europe Agent Performance Optimization (APO) Market Size (2013-2018)
6.2 Agent Performance Optimization (APO) Key Players in Europe
6.3 Europe Agent Performance Optimization (APO) Market Size by Type
6.4 Europe Agent Performance Optimization (APO) Market Size by Application

7 China
7.1 China Agent Performance Optimization (APO) Market Size (2013-2018)
7.2 Agent Performance Optimization (APO) Key Players in China
7.3 China Agent Performance Optimization (APO) Market Size by Type
7.4 China Agent Performance Optimization (APO) Market Size by Application

8 Japan
8.1 Japan Agent Performance Optimization (APO) Market Size (2013-2018)
8.2 Agent Performance Optimization (APO) Key Players in Japan
8.3 Japan Agent Performance Optimization (APO) Market Size by Type
8.4 Japan Agent Performance Optimization (APO) Market Size by Application

9 Southeast Asia
9.1 Southeast Asia Agent Performance Optimization (APO) Market Size (2013-2018)
9.2 Agent Performance Optimization (APO) Key Players in Southeast Asia
9.3 Southeast Asia Agent Performance Optimization (APO) Market Size by Type
9.4 Southeast Asia Agent Performance Optimization (APO) Market Size by Application

10 India
10.1 India Agent Performance Optimization (APO) Market Size (2013-2018)
10.2 Agent Performance Optimization (APO) Key Players in India
10.3 India Agent Performance Optimization (APO) Market Size by Type
10.4 India Agent Performance Optimization (APO) Market Size by Application

11 Central & South America
11.1 Central & South America Agent Performance Optimization (APO) Market Size (2013-2018)
11.2 Agent Performance Optimization (APO) Key Players in Central & South America
11.3 Central & South America Agent Performance Optimization (APO) Market Size by Type
11.4 Central & South America Agent Performance Optimization (APO) Market Size by Application

12 International Players Profiles
12.1 NICE Ltd
12.1.1 NICE Ltd Company Details
12.1.2 Company Description and Business Overview
12.1.3 Agent Performance Optimization (APO) Introduction
12.1.4 NICE Ltd Revenue in Agent Performance Optimization (APO) Business (2013-2018)
12.1.5 NICE Ltd Recent Development
12.2 Genesys
12.2.1 Genesys Company Details
12.2.2 Company Description and Business Overview
12.2.3 Agent Performance Optimization (APO) Introduction
12.2.4 Genesys Revenue in Agent Performance Optimization (APO) Business (2013-2018)
12.2.5 Genesys Recent Development
12.3 Verint Systems Inc
12.3.1 Verint Systems Inc Company Details
12.3.2 Company Description and Business Overview
12.3.3 Agent Performance Optimization (APO) Introduction
12.3.4 Verint Systems Inc Revenue in Agent Performance Optimization (APO) Business (2013-2018)
12.3.5 Verint Systems Inc Recent Development
12.4 Aspect
12.4.1 Aspect Company Details
12.4.2 Company Description and Business Overview
12.4.3 Agent Performance Optimization (APO) Introduction
12.4.4 Aspect Revenue in Agent Performance Optimization (APO) Business (2013-2018)
12.4.5 Aspect Recent Development
12.5 Calabrio
12.5.1 Calabrio Company Details
12.5.2 Company Description and Business Overview
12.5.3 Agent Performance Optimization (APO) Introduction
12.5.4 Calabrio Revenue in Agent Performance Optimization (APO) Business (2013-2018)
12.5.5 Calabrio Recent Development
12.6 Five9
12.6.1 Five9 Company Details
12.6.2 Company Description and Business Overview
12.6.3 Agent Performance Optimization (APO) Introduction
12.6.4 Five9 Revenue in Agent Performance Optimization (APO) Business (2013-2018)
12.6.5 Five9 Recent Development
12.7 Teleopti AB
12.7.1 Teleopti AB Company Details
12.7.2 Company Description and Business Overview
12.7.3 Agent Performance Optimization (APO) Introduction
12.7.4 Teleopti AB Revenue in Agent Performance Optimization (APO) Business (2013-2018)
12.7.5 Teleopti AB Recent Development
12.8 ZOOM International
12.8.1 ZOOM International Company Details
12.8.2 Company Description and Business Overview
12.8.3 Agent Performance Optimization (APO) Introduction
12.8.4 ZOOM International Revenue in Agent Performance Optimization (APO) Business (2013-2018)
12.8.5 ZOOM International Recent Development
12.9 InVision AG
12.9.1 InVision AG Company Details
12.9.2 Company Description and Business Overview
12.9.3 Agent Performance Optimization (APO) Introduction
12.9.4 InVision AG Revenue in Agent Performance Optimization (APO) Business (2013-2018)
12.9.5 InVision AG Recent Development
12.10 Upstream Works Software
12.10.1 Upstream Works Software Company Details
12.10.2 Company Description and Business Overview
12.10.3 Agent Performance Optimization (APO) Introduction
12.10.4 Upstream Works Software Revenue in Agent Performance Optimization (APO) Business (2013-2018)
12.10.5 Upstream Works Software Recent Development
12.11 Envision Telephony
12.12 CallMiner
12.13 CallFinder
12.14 HigherGround, Inc.

13 Market Forecast 2018-2025
13.1 Market Size Forecast by Regions
13.2 United States
13.3 Europe
13.4 China
13.5 Japan
13.6 Southeast Asia
13.7 India
13.8 Central & South America
13.9 Market Size Forecast by Product (2018-2025)
13.10 Market Size Forecast by Application (2018-2025)

14 Analyst’s Viewpoints/Conclusions

15 Appendix
15.1 Research Methodology
15.1.1 Methodology/Research Approach
15.1.1.1 Research Programs/Design
15.1.1.2 Market Size Estimation
12.1.1.3 Market Breakdown and Data Triangulation
15.1.2 Data Source
15.1.2.1 Secondary Sources
15.1.2.2 Primary Sources
15.2 Disclaimer
15.3 Author Details

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