MOST TRUSTED NEWSWIRE PRESS RELEASE DISTRIBUTION
PRTODAY / NewswireToday 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!

EMEA Agent Performance Optimization Markets Gravitate Toward Enhanced Applications Finds Frost & Sullivan - The economic downturn that affected Europe, Middle East and Africa (EMEA) as a whole, was the primary factor restraining growth in the agent performance optimization (APO) market
EMEA Agent Performance Optimization Markets Gravitate Toward Enhanced Applications Finds Frost & Sullivan

 

NewswireToday - /newswire/ - London, United Kingdom, 2010/10/26 - The economic downturn that affected Europe, Middle East and Africa (EMEA) as a whole, was the primary factor restraining growth in the agent performance optimization (APO) market.

   
 
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!


 

Even as the sector declined in 2009, the seeds of recovery and future growth were apparent. The highest growth was witnessed among centers in the 150-200 seat range.

Both quality management (QM) and workforce management (WFM) represent significant growth opportunities in the under served eastern and southern EMEA regions, where greenfield contact centers are still being opened. In those areas, greenfield centers have been able to leapfrog a generation, going straight to Internet protocol (IP) technology and advanced add-on applications.

New analysis from Frost & Sullivan (contactcenter.frost.com), EMEA Agent Performance Optimization Markets, finds that the market earned revenues of over €122.7 million in 2009 and estimates these to reach €201.7 million in 2016.

"Call recording and QM have found homes in some business environments outside the centre, including back offices and branch locations," says Frost & Sullivan Principal Analyst Keith Dawson. "WFM has proven to be very adaptable to non-contact centre environments for knowledge workers and retail staff."

An increase in collaboration has also encouraged centers to create and report on metrics that have meaning outside their narrow operating environments. This has put the spotlight on analytics tools that bridge the gap between the static activity-counting metrics (usually telephony-based) that centres usually collect and the goal-oriented business metrics that marketing, finance and c-level executives use to measure effectiveness.

The decline in APO sales was related to the decline in ACD and switch sales. Sales of the more expensive switching infrastructure often include APO tools as add-on products.
Trends indicate that the EMEA economies will begin to recover during 2010, with marginal growth in the APO sector, and experience more robust growth rate in the range of 5 percent to10 percent in the future. The key to spurring growth will be the adoption of newer and more sophisticated applications for analyzing customer experiences and expediting operational efficiency.

Outside the United Kingdom, the predominant model for selling APO applications is through the reseller channel. The Tier 1 APO vendors coming predominantly from outside of the core EMEA market are aggressively nurturing networks of developers, integrators, and resellers to cover geographies where they do not have physical presence.
.
"Contact centres in EMEA are also underutilizing the enhanced applications that complement APO, such as analytics, coaching, and eLearning," says Dawson. "At the same time, the underlying call handling platforms are open enough to allow a wide choice of applications on top of them."

If you are interested in more information on this study, please send an email to Joanna Lewandowska, Corporate Communications, at joanna.lewandowska[.]frost.com, with your full name, company name, title, telephone number, company email address, company website, city, state and country.

EMEA Agent Performance Optimization Markets is part of the Contact Centers Growth Partnership Services program, which also includes research in the following markets: EMEA APO systems market is part of the Contact Center subscription, which also includes research in the following markets: customer care outsourcing markets, inbound contact routing (ICR) markets, outbound dialing markets and agent performance optimization 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 (frost.com), 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.

EMEA Agent Performance Optimization Markets / N7ED

Twitter: twitter.com/frost_sullivan or facebook.com/FrostandSullivan.

 
 
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 NewswireToday 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!


EMEA Agent Performance Optimization Markets Gravitate Toward Enhanced Applications 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 NewswireToday and LINK as the source.
 
Publisher Contact: Joanna Lewandowska 
+48 22 390 41 46 joanna.lewandowska[.]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:

Contact Center Service Providers Compete Over Automation Technologies to Gain Competitive Edge in Latin America Finds Frost & Sullivan
AlmavivA Lauded by Frost & Sullivan for its Strong Focus on Customer Experience in the Latin American Contact Center Market
Noble Conversations Analytics Receives the 2019 CUSTOMER Contact Center Technology Award
Noble Systems to Exhibit Award-Winning Contact Center, Compliance, Gamification and Workforce Engagement Management Solutions At DCS2019
Noble Gamification Mobile Named a 2019 Product of the Year
Avaya and Welch’s Bring Innovative Technology to one of America’s Sweetest Companies
OneLink BPO Applauded by Frost & Sullivan for its Strong Brand and Market Expansion Strategies
Avaya Recognized As An April 2019 Gartner Peer Insights Customers’ Choice for Unified Communications
Noble Systems to Host 2019 SNUG Americas Conference
Noble Systems to Exhibit Analyst-Recommended Omnichannel Contact Center and Gamification Solutions At PACE ACX 2019
Upstream Works Receives 2019 CUSTOMER Magazine Product of the Year Award
Upstream Works Software and TTEC Expand Partnership Across Europe
CHRISTUS Health Partners with Avaya to Enhance Patient Experiences
Avaya Introduces New Visual, Web-based Communications Solution for Hospital Staff to Improve the Patient Experience
Avaya to Showcase Solutions to Improve Healthcare Experiences At HIMSS 2019

Boost Your Social Network
& Crowdfunding Campaigns


LIFETIME SOCIAL MEDIA WALL
NewswireToday Celebrates 10 Years in Business


PREMIUM Members


Visit  Limelon Advertising, Co.

Visit  BizJobs.com





 
  ©2020 NewswireToday — Limelon Advertising, Co.
Home | About | Advertise/Pricing | Contact | Investors | Privacy/TOS | Sitemap | FRANCAIS
newswire, PR 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 newswiredistribution 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)