PRTODAY / NewswireToday Free press release distribution service network

Written by / Agency / Source: Frost & Sullivan

Check Ads Availability|e-mail Article


Are you the owner of this article?, Turn it PREMIUM with your LOGO instead - and make it 3rd party Ads-Free! within the next hour!

New Avenues Unfold for the North American Agent Performance Optimization Markets Finds Frost & Sullivan - New analysis from Frost & Sullivan, North American Agent Performance Optimization Markets, finds that the market earned revenues of over $373.0 million in 2009 and estimates this to reach $583.3 million in 2016
New Avenues Unfold for the North American Agent Performance Optimization Markets Finds Frost & Sullivan

 

NewswireToday - /newswire/ - Mountain View, CA, United States, 2010/09/23 - New analysis from Frost & Sullivan, North American Agent Performance Optimization Markets, finds that the market earned revenues of over $373.0 million in 2009 and estimates this to reach $583.3 million in 2016.

   
 
Your Banner Ad Here instead - Showing along with ALL Articles covering Customer Service/Call Center Announcements

Replace these Affiliate Programs at ANYTIME! Your banner here within the next hour. Learn How!


 

The North American agent performance optimization (APO) markets were essentially flat in 2009. As greenfield growth opportunities in North America are diminishing, vendors in this space are scouting around for other growth avenues, including expansion in global markets and competitive displacement. They are also exploring movement outside the contact center and up the value chain to enhanced applications and services. Among smaller vendors, there is a decisive move to align with new technology and channel partners to broaden exposure to potential new market regions.

New analysis from Frost & Sullivan (contactcenter.frost.com), North American Agent Performance Optimization Markets, finds that the market earned revenues of over $373.0 million in 2009 and estimates this to reach $583.3 million in 2016.

If you are interested in a virtual brochure for this study, please send an email to Sarah Saatzer, Corporate Communications, at sarah.saatzer[.]frost.com, with your full name, company name, job title, telephone number, company email address, company website, city, state and country.

"The growth drivers for the quality monitoring sector of APO are going to be the attractiveness of enhanced applications like analytics, performance management and coaching," says Frost & Sullivan Principal Analyst Keith Dawson. "If contact centers are willing to invest in those tools, then the category will grow, but if centers merely refresh the core call recording hardware, then the category will remain stable."

The overall marketplace for APO has consolidated around several large players that have the majority of the market share in both APO categories. NICE, Verint, and Aspect have all expanded their market footprint through acquisition and internal product expansion. In the middle of the market, vendors such as Envision, HigherGround, VPI, and others have collaborated with application partners to fill gaps in their APO offerings.

All of the top tier vendors have been keen on adapting their APO tools for use by workers in retail environments, back offices, satellite/branch offices, and other non-contact center locations. Workforce management is especially adaptable in these contexts and opens the door to a potentially huge new market for scheduling the workers and the processing of the work itself. Companies are also finding interest in recording and evaluating the interactions of workers, who touch customers on an ad hoc basis, but are not formally part of the contact center.

"With the core APO market relatively mature, it is imperative for vendors to provide a business rationale for upgrades and enhancements to a very well established technology," says Dawson. "That rationale will likely be found in value-added applications that combine performance improvement with deeper analytic insights into customer behavior."

To make those enhancements appear worthwhile, vendors have to provide demonstrable proof points, illustrated by clear case studies. Vendors should focus their products, development and marketing on one core message: solving problems. Contact centers are resistant to discussing "new technologies" and "next generations." Instead, they want to hear about tangible results for specific issues like customer churn, headcount management and measurable productivity. Products that are demonstrably built to solve a problem have a competitive advantage right now.

The chances for growth going forward depends greatly on vendors' ability to convince contact centers that there is more to APO systems than the core, commoditized tools that everyone already has. They have to sell demonstrable benefits from enhanced applications.

North American Agent Performance Optimization Markets is part of the Contact Centers Growth Partnership Service program, which also includes research in the following markets: customer care outsourcing markets, inbound contact routing (ICR) markets, and outbound dialing markets. All research services included in subscriptions provide detailed market opportunities and industry trends that have been evaluated following extensive interviews with market participants.

About Frost & Sullivan
Frost & Sullivan, the Growth Partnership Company, enables clients to accelerate growth and achieve best-in-class positions in growth, innovation and leadership. The company's Growth Partnership Service provides the CEO and the CEO's Growth Team with disciplined research and best-practice models to drive the generation, evaluation, and implementation of powerful growth strategies. Frost & Sullivan leverages over 45 years of experience in partnering with Global 1000 companies, emerging businesses and the investment community from 40 offices on six continents.

North American Agent Performance Optimization Markets / N7EF

 
 
Your Banner Ad Here instead - Showing along with ALL Articles covering Customer Service/Call Center Announcements

Replace these Affiliate Programs at ANYTIME! Your banner here within the next hour. Learn How!


 

Written by / Agency / Source: Frost & Sullivan

 
 

Availability: All Regions (Including Int'l)

 

Traffic Booster: [/] Quick Newswire Today Visibility Checker

 

Distribution / Indexing: [+] / [Company listed above is a registered member of our network. Content made possible by PRZOOM / PRTODAY indexing services]

 
 
# # #
 
 
  Your Banner Ad showing on ALL
Customer Service/Call Center articles,
CATCH Visitors via Your Competitors Announcements!


New Avenues Unfold for the North American Agent Performance Optimization Markets Finds Frost & Sullivan

Company website links NOT available to basic submissions
It is OK to republish and/or LINK any newswire for any legitimate media purpose as long as you name Newswire Today and LINK as the source.
 
  Is this your article?
Activate ALL web links and social stream by Upgrading to Press Release PREMIUM Plan Now!

Frost & Sullivan |
Publisher Contact: Sarah Saatzer 
210.477.8427 sarah.saatzer[.]frost.com
 
Newswire Today - PRZOOM / PRTODAY disclaims any content contained in this article. If you need/wish to contact the company who published the current release, you will need to contact them - NOT us. Issuers of articles are solely responsible for the accuracy of their content. Our complete disclaimer appears here.
IMPORTANT INFORMATION: Issuance, publication or distribution of this press release in certain jurisdictions could be subject to restrictions. The recipient of this press release is responsible for using this press release and the information herein in accordance with the applicable rules and regulations in the particular jurisdiction. This press release does not constitute an offer or an offering to acquire or subscribe for any Frost & Sullivan securities in any jurisdiction including any other companies listed or named in this release.

Customer Service/Call Center via RSSAdd NewswireToday - PRZOOM Headline News to FeedBurner
Find who RetweetFollow @NewswireTODAY



Are you the owner of this article?, Turn it PREMIUM with your LOGO instead - and make it 3rd party Ads-Free! within the next hour!


Read Latest Articles From Frost & Sullivan / Company Profile


Read Customer Service/Call Center Most Recent Related Newswires:

Dubai Land Department Boosts Citizen Engagement with Altitude-powered Contact Centre
Upstream Works Receives 2016 Industry Champion Award
Frost & Sullivan Commends Teleperformance Egypt’s Ambitious Expansion Plans in Setting up the First Virtual Contact Centre in Dubai
Frost & Sullivan Commends inConcert for Pioneering Leading-edge Solutions for the Latin American Contact Center Applications Market
Upstream Works Software Awarded 2016 TMC Labs UC Innovation Award
Genesys Honors Partner Award Winners at G-Force 2016 Customer Engagement Conference
Frost & Sullivan Recognizes Five9 with 2016 Customer Value Leadership Award For its Focus on Improving Customer Experience in the Global Cloud Contact
Frost & Sullivan Commends Interactive Intelligence for its Industry-leading Growth in the Cloud Contact Center Applications Market
Genesys Launches Omnichannel Customer Service Benchmarking Tool
Genesys to Acquire Interactive Intelligence to Create the World’s Premier Omnichannel Customer Experience Company
Genesys to Address Contact Center Move to the Cloud in August 31 Webinar
Genesys Accelerates Customer Experience Innovation and Customization on AppFoundry and DevFoundry
Genesys Announces Investment from Hellman & Friedman at $3.8 Billion Valuation
Upstream Works Announces New Software that Personalizes the Contact Center Experience
Frost & Sullivan Lauds Teleopti's Stellar Customer Engagement in the Workforce Management Market

Boost Your Social Network
& Crowdfunding Campaigns


LIFETIME SOCIAL MEDIA WALL
NewswireToday Celebrates 10 Years in Business


PREMIUM Members


Visit  JobsWare.com

Visit  BizJobs.com





 
  ©2016 Newswire Today — Limelon Advertising, Co.
Home | About | Advertise/Pricing | Contact | Investors | Privacy/TOS | Sitemap | FRANCAIS
newswire, PR free press releases distribution service magazines engine news alert newsroom press room breaking news public relations articles company news alerts newswiredistribution ezine bizentrepreneur biznewstoday digital business report market search pr firms agencies reports distri-bution today investor relation successful internet entrepreneurs newswire distribution prtoday.com freenewswiredistribution asianewstoday bizwiretoday USA pr UK today - NOT affiliated with PRNewswire as we declined their partnership offer in 2013
 
PRTODAY & NewswireTODAY are NOT affiliated with USA TODAY (usatoday.com)