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Global Agent Performance Optimization (APO) Market Size, Status and Forecast 2018-2025

Published: Oct, 2018 | Pages: 96 | Publisher: QYResearch
Industry: ICT | Report Format: Electronic (PDF)

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.
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.
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

The study objectives of this report are:
    To analyze global Agent Performance Optimization (APO) status, future forecast, growth opportunity, key market and key players.
    To present the Agent Performance Optimization (APO) development in United States, Europe and China.
    To strategically profile the key players and comprehensively analyze their development plan and strategies.
    To define, describe and forecast the market by product type, market and key regions.

In this study, the years considered to estimate the market size of Agent Performance Optimization (APO) are as follows:
    History Year: 2013-2017
    Base Year: 2017
    Estimated Year: 2018
    Forecast Year 2018 to 2025
For the data information by region, company, type and application, 2017 is considered as the base year. Whenever data information was unavailable for the base year, the prior year has been considered.

 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

List of Tables and Figures

    Table Agent Performance Optimization (APO) Key Market Segments
    Table Key Players Agent Performance Optimization (APO) Covered
    Table Global Agent Performance Optimization (APO) Market Size Growth Rate by Type 2013-2025 (Million US$)
    Figure Global Agent Performance Optimization (APO) Market Size Market Share by Type 2013-2025
    Figure Cloud Based Figures
    Table Key Players of Cloud Based
    Figure On Premises Figures
    Table Key Players of On Premises
    Table Global Agent Performance Optimization (APO) Market Size Growth by Application 2013-2025 (Million US$)
    Figure Small & Mid-sized Businesses Case Studies
    Figure Large Enterprises Case Studies
    Figure Agent Performance Optimization (APO) Report Years Considered
    Table Global Agent Performance Optimization (APO) Market Size 2013-2025 (Million US$)
    Figure Global Agent Performance Optimization (APO) Market Size and Growth Rate 2013-2025 (Million US$)
    Table Global Agent Performance Optimization (APO) Market Size by Regions 2013-2025 (Million US$)
    Table Global Agent Performance Optimization (APO) Market Size by Regions 2013-2018 (Million US$)
    Table Global Agent Performance Optimization (APO) Market Share by Regions 2013-2018
    Figure Global Agent Performance Optimization (APO) Market Share by Regions 2013-2018
    Figure Global Agent Performance Optimization (APO) Market Share by Regions 2018
    Table Market Top Trends
    Table Global Agent Performance Optimization (APO) Revenue by Manufacturers (2013-2018) (Million US$)
    Table Global Agent Performance Optimization (APO) Market Share by Manufacturers (2013-2018)
    Figure Global Agent Performance Optimization (APO) Market Share by Manufacturers in 2018
    Table Global Agent Performance Optimization (APO) Manufacturers Market Concentration Ratio (CR5 and HHI)
    Table Key Players Head office and Area Served
    Table Key Players Agent Performance Optimization (APO) Product/Solution/Service
    Table Date of Enter into Agent Performance Optimization (APO) Market
    Table Mergers & Acquisitions, Expansion Plans
    Table Global Agent Performance Optimization (APO) Market Size by Type (2013-2018) (Million US$)
    Table Global Agent Performance Optimization (APO) Market Size Share by Type (2013-2018)
    Figure Global Agent Performance Optimization (APO) Market Size Market Share by Type (2013-2018)
    Table Global Agent Performance Optimization (APO) Market Size by Application (2013-2018) (Million US$)
    Table Global Agent Performance Optimization (APO) Market Size Share by Application (2013-2018)
    Figure Global Agent Performance Optimization (APO) Market Size Market Share by Application (2013-2018)
    Figure Global Agent Performance Optimization (APO) Revenue Market Share by Application in 2017
    Figure United States Agent Performance Optimization (APO) Market Size 2013-2018 (Million US$)
    Table United States Key Players Agent Performance Optimization (APO) Revenue (2017-2018) (Million US$)
    Table United States Key Players Agent Performance Optimization (APO) Market Share (2017-2018)
    Table United States Agent Performance Optimization (APO) Market Size by Type (2013-2018) (Million US$)
    Table United States Agent Performance Optimization (APO) Market Share by Type (2013-2018)
    Table United States Agent Performance Optimization (APO) Market Size by Application (2013-2018) (Million US$)
    Table United States Agent Performance Optimization (APO) Market Share by Application (2013-2018)
    Figure Europe Agent Performance Optimization (APO) Market Size 2013-2018 (Million US$)
    Table Europe Key Players Agent Performance Optimization (APO) Revenue (2017-2018) (Million US$)
    Table Europe Key Players Agent Performance Optimization (APO) Market Share (2017-2018)
    Table Europe Agent Performance Optimization (APO) Market Size by Type (2013-2018) (Million US$)
    Table Europe Agent Performance Optimization (APO) Market Share by Type (2013-2018)
    Table Europe Agent Performance Optimization (APO) Market Size by Application (2013-2018) (Million US$)
    Table Europe Agent Performance Optimization (APO) Market Share by Application (2013-2018)
    Figure China Agent Performance Optimization (APO) Market Size 2013-2018 (Million US$)
    Table China Key Players Agent Performance Optimization (APO) Revenue (2017-2018) (Million US$)
    Table China Key Players Agent Performance Optimization (APO) Market Share (2017-2018)
    Table China Agent Performance Optimization (APO) Market Size by Type (2013-2018) (Million US$)
    Table China Agent Performance Optimization (APO) Market Share by Type (2013-2018)
    Table China Agent Performance Optimization (APO) Market Size by Application (2013-2018) (Million US$)
    Table China Agent Performance Optimization (APO) Market Share by Application (2013-2018)
    Figure Japan Agent Performance Optimization (APO) Market Size 2013-2018 (Million US$)
    Table Japan Key Players Agent Performance Optimization (APO) Revenue (2017-2018) (Million US$)
    Table Japan Key Players Agent Performance Optimization (APO) Market Share (2017-2018)
    Table Japan Agent Performance Optimization (APO) Market Size by Type (2013-2018) (Million US$)
    Table Japan Agent Performance Optimization (APO) Market Share by Type (2013-2018)
    Table Japan Agent Performance Optimization (APO) Market Size by Application (2013-2018) (Million US$)
    Table Japan Agent Performance Optimization (APO) Market Share by Application (2013-2018)
    Figure Southeast Asia Agent Performance Optimization (APO) Market Size 2013-2018 (Million US$)
    Table Southeast Asia Key Players Agent Performance Optimization (APO) Revenue (2017-2018) (Million US$)
    Table Southeast Asia Key Players Agent Performance Optimization (APO) Market Share (2017-2018)
    Table Southeast Asia Agent Performance Optimization (APO) Market Size by Type (2013-2018) (Million US$)
    Table Southeast Asia Agent Performance Optimization (APO) Market Share by Type (2013-2018)
    Table Southeast Asia Agent Performance Optimization (APO) Market Size by Application (2013-2018) (Million US$)
    Table Southeast Asia Agent Performance Optimization (APO) Market Share by Application (2013-2018)
    Figure India Agent Performance Optimization (APO) Market Size 2013-2018 (Million US$)
    Table India Key Players Agent Performance Optimization (APO) Revenue (2017-2018) (Million US$)
    Table India Key Players Agent Performance Optimization (APO) Market Share (2017-2018)
    Table India Agent Performance Optimization (APO) Market Size by Type (2013-2018) (Million US$)
    Table India Agent Performance Optimization (APO) Market Share by Type (2013-2018)
    Table India Agent Performance Optimization (APO) Market Size by Application (2013-2018) (Million US$)
    Table India Agent Performance Optimization (APO) Market Share by Application (2013-2018)
    Figure Central & South America Agent Performance Optimization (APO) Market Size 2013-2018 (Million US$)
    Table Central & South America Key Players Agent Performance Optimization (APO) Revenue (2017-2018) (Million US$)
    Table Central & South America Key Players Agent Performance Optimization (APO) Market Share (2017-2018)
    Table Central & South America Agent Performance Optimization (APO) Market Size by Type (2013-2018) (Million US$)
    Table Central & South America Agent Performance Optimization (APO) Market Share by Type (2013-2018)
    Table Central & South America Agent Performance Optimization (APO) Market Size by Application (2013-2018) (Million US$)
    Table Central & South America Agent Performance Optimization (APO) Market Share by Application (2013-2018)
    Table NICE�Ltd Company Details
    Table NICE�Ltd Revenue in Agent Performance Optimization (APO) Business (2013-2018) (Million US$)
    Figure NICE�Ltd Revenue Growth Rate in Agent Performance Optimization (APO) Business (2013-2018)
    Table NICE�Ltd Recent Development
    Table Genesys Company Details
    Table Genesys Revenue in Agent Performance Optimization (APO) Business (2013-2018)(Million US$)
    Figure Genesys Revenue Growth Rate in Agent Performance Optimization (APO) Business (2013-2018)
    Table Genesys Recent Development
    Table Verint Systems Inc Company Details
    Table Verint Systems Inc Revenue in Agent Performance Optimization (APO) Business (2013-2018)(Million US$)
    Figure Verint Systems Inc Revenue Growth Rate in Agent Performance Optimization (APO) Business (2013-2018)
    Table Verint Systems Inc Recent Development
    Table Aspect Company Details
    Table Aspect Revenue in Agent Performance Optimization (APO) Business (2013-2018)(Million US$)
    Figure Aspect Revenue Growth Rate in Agent Performance Optimization (APO) Business (2013-2018)
    Table Aspect Recent Development
    Table Calabrio Company Details
    Table Calabrio Revenue in Agent Performance Optimization (APO) Business (2013-2018)(Million US$)
    Figure Calabrio Revenue Growth Rate in Agent Performance Optimization (APO) Business (2013-2018)
    Table Calabrio Recent Development
    Table Five9 Company Details
    Table Five9 Revenue in Agent Performance Optimization (APO) Business (2013-2018)(Million US$)
    Figure Five9 Revenue Growth Rate in Agent Performance Optimization (APO) Business (2013-2018)
    Table Five9 Recent Development
    Table Teleopti AB Company Details
    Table Teleopti AB Revenue in Agent Performance Optimization (APO) Business (2013-2018)(Million US$)
    Figure Teleopti AB Revenue Growth Rate in Agent Performance Optimization (APO) Business (2013-2018)
    Table Teleopti AB Recent Development
    Table ZOOM International Company Details
    Table ZOOM International Revenue in Agent Performance Optimization (APO) Business (2013-2018)(Million US$)
    Figure ZOOM International Revenue Growth Rate in Agent Performance Optimization (APO) Business (2013-2018)
    Table ZOOM International Recent Development
    Table InVision AG Company Details
    Table InVision AG Revenue in Agent Performance Optimization (APO) Business (2013-2018)(Million US$)
    Figure InVision AG Revenue Growth Rate in Agent Performance Optimization (APO) Business (2013-2018)
    Table InVision AG Recent Development
    Table Upstream�Works�Software Company Details
    Table Upstream�Works�Software Revenue in Agent Performance Optimization (APO) Business (2013-2018)(Million US$)
    Figure Upstream�Works�Software Revenue Growth Rate in Agent Performance Optimization (APO) Business (2013-2018)
    Table Upstream�Works�Software Recent Development
    Table Envision Telephony Company Details
    Table CallMiner Company Details
    Table CallFinder Company Details
    Table HigherGround, Inc. Company Details
    Table Global Agent Performance Optimization (APO) Market Size by Regions (Million US$) 2018-2025
    Figure Global Agent Performance Optimization (APO) Market Size Share by Regions (2018-2025)
    Figure Global Agent Performance Optimization (APO) Market Size Share by Regions in 2025
    Figure United States Agent Performance Optimization (APO) Market Size Forecast (2018-2025)(Million USD)
    Figure Europe Agent Performance Optimization (APO) Market Size Forecast (2018-2025)(Million USD)
    Figure China Agent Performance Optimization (APO) Market Size Forecast (2018-2025)(Million USD)
    Figure Japan Agent Performance Optimization (APO) Market Size Forecast (2018-2025)(Million USD)
    Figure Southeast Asia Agent Performance Optimization (APO) Market Size Forecast (2018-2025)(Million USD)
    Figure India Agent Performance Optimization (APO) Market Size Forecast (2018-2025)(Million USD)
    Figure Central & South America Agent Performance Optimization (APO) Market Size Forecast (2018-2025)(Million USD)
    Table Global Agent Performance Optimization (APO) Market Size by Product (2018-2025) (Million US$)
    Figure Global Agent Performance Optimization (APO) Market Size by Product (2018-2025)
    Figure Global Agent Performance Optimization (APO) Market Size by Product in 2025
    Table Global Agent Performance Optimization (APO) Market Size by Application (2018-2025) (Million US$)
    Figure Global Agent Performance Optimization (APO) Market Size by Application (2018-2025)
    Figure Global Agent Performance Optimization (APO) Market Size by Application in 2025
    Table Research Programs/Design for This Report
    Figure Bottom-up and Top-down Approaches for This Report
    Figure Data Triangulation
    Table Key Data Information from Secondary Sources
    Table Key Data Information from Primary Sources
 








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