This theme examines the changing landscape and technology offered by contact center optimization vendors and assess the market opportunities and looks deeper into the convergence of contact center optimization and call recording.
Scope
- Key market data and detailed analysis of the workforce optimization markets in North America, Western Europe, Asia-Pacific and CALA are provided - In-depth market analysis for the QM, WFM, eCoaching, contact center analytics, speech analytics and logging markets
Report Highlights
- By 2013 the global workforce optimization market will be worth $2.9 billion. Contact center analytics and speech analytics will be the major drivers for growth. - Vendors are increasingly targeting opportunities outside the contact center to enter the enterprise market.
Reasons to Purchase
- Assess the most effective go-to-market strategies to pursue for different geographic regions and different vertical markets - Identify key opportunities within the workforce optimization market as well as key product areas where partnering would be appropriate
