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Agent Performance Optimization (APO) - Global Strategic Business Report Product Image

Agent Performance Optimization (APO) - Global Strategic Business Report

  • ID: 1882072
  • August 2011
  • Region: Global
  • 482 Pages
  • Global Industry Analysts, Inc

This report analyzes the worldwide markets for Agent Performance Optimization (APO) in US$ Million. The report provides separate comprehensive analytics for the US, Canada, Japan, Europe, Asia-Pacific, Latin America, and Rest of World. Annual estimates and forecasts are provided for the period 2009 through 2017. A six-year historic analysis is also provided for these markets.

The report profiles 45 companies including many key and niche players such as

Aspect Software Inc.
- Autonomy Corporation PLC
- Bay Bridge Decision Technologies Inc.
- Calabrio Inc.
- CallMiner Inc.
- ClickFox Inc.
- Enkata
- Envision Telephony Inc.
- Genesys Telecommunications Laboratories Inc.
- GMT Corporation
- HigherGroundInc.
- Interactive Intelligence Inc.
- InVision Software AG
- Merced Systems Inc.
- Nexidia Inc.
- NICE Systems Ltd.
- TELEOPTI AB
- Verint Systems Inc.
- Voice Print International Inc.
- Upstream Works Software Ltd.
- UTOPY Inc.
Market data and analytics are derived from primary and secondary research. Company profiles are mostly extracted from URL research and reported select online sources.

Please note: Reports are sold as single-site single-user licenses. Electronic versions require 24-48 hours as each copy is customized to the client with digital controls and custom watermarks.

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1. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONS 1
Study Reliability and Reporting Limitations 1
Disclaimers 2
Data Interpretation & Reporting Level 3
Quantitative Techniques & Analytics 3
Product Definitions and Scope of Study 3
Agent Performance Optimization 3
Workforce Management 3
Quality Management 4
Contact Center Analytics 4
Performance Management 4
E-Learning 4

2. INDUSTRY OVERVIEW 5
A Synopsis 5
Current and Future Analysis 5
Market Primer 5
Table 1: Cost Distribution in a Typical Contact Center
(2010): Percentage Share Breakdown by Cost Factors - Agents &
Supervisors, Facilities, Contact Center Management &
Analysis, Telecom & Networking, Technology Depreciation &
Maintenance, Technology Support Labor and Miscellaneous Costs
(includes corresponding Graph/Chart) 6
Impact of Recession on Contact Center Applications Market 7
Development of Enhanced Applications Pushes Growth in the Market 7

3. MARKET TRENDS & ISSUES 8
Performance Optimization and Speech Analytics Ensure Future
Growth 8
A Unique Impact of Recession on the WFM Market 8
WFM Exhibits Counter Cyclical Growth through the Recession 8
A Positive Outlook 8
The Need for Appropriately Communicating Value Proposition 9
WFO Steers Past Recession by Focusing on Customer Needs 9
Data Handling - A Matter of High Significance 9
Sluggish Economy Shifts Enterprise Focus towards ‘Customer
Retention' 9
WFM Tools and the Crucial Aspect of Return on Investment 10
Essentials for Effective Implementation 10
Speech Analytics Holds Greater Potential 10
The Other Side of the Coin 11
Speech Analytics Currently Hobbled by Limited Adoption 11
Mining ‘Gold' from Speech Analytics 12
Current State of the Market 12
Outlook Ahead 12
CCPM Solutions Poised for a Bright Future 13
Software Penetration for Performance Management in Organizations 13
Table 2: Performance Management in Organizations (2008):
Percentage Breakdown by Solution Types - In-house Developed
Software, Vendor Provided Software, Paper-based and
No-system (includes corresponding Graph/Chart) 14
Integration of Performance Management with WFO for Maximum
Benefit 14
Deployment of Performance Analytics Challenged by Price
Related Issues 15
CEA and DA - Two New Entrants in the Market for Contact Center
Analytics 15
From ‘Reactive' to ‘Proactive' - Desktop Analytics Transform
Contact Centers 15
E- Learning - Learning from Mistakes 16
Coaching - A Niche Module with High Potential 16

4. CONTACT CENTER WORKFORCE OPTIMIZATION (WFO) -AN OVERVIEW 17
Workforce Optimization Builds on Workforce Management 17
WFO Suites and its Modules 17
WFO Suites for Contact Centers - The Road Ahead 18
WFO Through the Recent Recession (2009) 18
Table 3: Global Market for WFO Solutions (2009): Percentage
Breakdown of Share in Total Company GAAP Revenue by WFO
Solution Vendors - Autonomy etalk, Verint, Nice, Aspect and
Others (includes corresponding Graph/Chart) 19
The Market in 2010 19
Table 4: Global Market for Workforce Optimization (2010):
Percentage Share Breakdown by Vendors - Nice, Verint,
Aspect, Autonomy etalk, Interactive Intelligence, Calabrio,
Envision, VPI and Others (includes corresponding
Graph/Chart) 20
A Positive Outlook 20
Recession-Induced Trends in the WFO Market 21

5. WFO MARKET TRENDS & ISSUES 22
Workforce Optimization - A Convergence of Contact Center
Applications 22
Innovation Driving the Market 22
Agent Optimization Solutions Widen Scope 22
The Growth Trajectory 23
Software for Workforce Optimization 23
Nascent State of Development 24
Hosted/SaaS Models Fast Replacing Premise-Based Models 24
A Wider Choice for Customers 24
WFO Outside Contact Centers 25
WFO Suites for Small and Mid-sized Organizations 25
Individual Modules Vs. Suites 25
Illustration of value proposition for workforce optimization
suites and related modules 26
The Regulatory Mechanism 26
R&D 27

6. SERVICE OVERVIEW 28
Contact Center 28
Agent Performance Optimization 28
Workforce Management 28
WFM Modules 29
Scheduling - A Key Aspect of Workforce Management 29
Quality Management 30
Call Center Analytics 30
Speech Analytics 30
Phonetic-based Products 31
Key Word Spotting 31
Large Vocabulary Continuous Speech Recognition 31
Call Recording Software 31
Call Recording Software Programs of Companies with Details
of License and Latest Version of the Software 32
Performance Management and Performance Analytics 32
Focusing on ‘Call Context' 33
Combing Speech and Performance Analytics - The Latest Trend 33
E-Learning 33

7. TEXT ANALYTICS - AN OVERVIEW 34

8. PRODUCT INTRODUCTIONS/LAUNCHES 35
VPI Introduces VPI EMPOWER 5.2 Range of Advanced Analytic
Solutions 35
KnoahSoft Launches a Speech Analyzer Suitable for all Editions
of its Harmony Suite 35
NICE Launches Real-Time Speech Analytics 36
NICE Launches PCI-Compliant Interaction Recording Solution 36
Aspect Introduces Aspect® Performance Management 7 WFO Solution 36
NICE Systems Launches Latest Version of NICE IEX WFM Solutions 37
IBM Introduces Real-Time Analytics Matching Platform 37
Zultys Introduces Mxreport™ APO Tool 37
Rainmaker Launches Rainmaker Connect, an Integrated Contact
Center Solution 38
NVoq™ Introduces SayIt Speech-to-text Application for Call
Center Agents 38
Calabrio Launches ‘Calbrio One' Contact Center Solution Series 39
UTOPY Unveils New SpeechMiner 7.0 Speech Analytics Platform 40
UTOPY Launches Three New Contact Center Applications 40
Leap Analytix and CallMiner Introduce Novel Speech Analytic
Services Solution 40
Enkata Launches Customer Experience Analyzer 40
Enkata Unveils Coach 3.0 Coaching Application for Contact
Center Professionals 41
Enkata Introduces Customer Segment Analytics, an Advanced
Analytics Solution 41
Enkata Introduces Enkata Activity Tracker 41
Envision Telephony Introduces Advanced Version of its WFM
Solution 41
Nexidia Launches Nexidia AudioFinder 3.0 Application 42
VPI Launches New Version of VPI PERFORMANCE™ Software 42
Envision Telephony Introduces Envision Centricity™ 9.7 for
Contact Center Professionals 43
Zeacom Launches Record and Evaluate Module 43
NICE Systems Introduces Quality Optimization Solution 44
Teleopti Introduces Version 7 of Teleopti CCC Workforce
Management Solution 44
Nexidia Rolls Out ESI-Quality Solution, a New Component in its
ESI Suite 45
Nexidia Introduces ESI-Monitor Solution and Agent Assist
Application 45
InVision Software Launches Version 4.7 of InVision Enterprise
WFM Solution 45
Nexidia Rolls Out ESI Capture, a New Component in its ESI Suite 46
UTOPY Introduces OutPerform 6.0 and SpeechMiner® 6.0 APO
Solutions 46
Verint Systems Introduces Impact 360 Coaching Solution 47

9. RECENT INDUSTRY ACTIVITY 48
Teleopti Enters into Partnership with CyberTech 48
Sabio Secures Contract from Office Depot for Deploying Impact
360® 48
Green Dot Selects NICE Actimize 48
Verint® Systems Acquires Iontas 49
Interactive Intelligence Takes Over Latitude Software 49
NICE System to Acquire E-Glue USA 50
NCCS Adds New Modules to Its WFM Solution 50
Teleopti Enters into Strategic Partnership with QPC 51
KnoahSoft Enters into Strategic Partnership with Teleopti 51
Teleopti Enters into Partnership with Presence Technology 51
Upstream Works Software Inks Partnership Agreement with Jacada 52
Knoahsoft Partners with Genesys to Increase Efficiency of
Harmony™ APO Solution 52
Voice Print International Enters into Strategic Alliance with
NACR 52
Nexidia and CyberTech Enter into Global Partnership Agreement 53
Nexidia Enters into Partnership with Merced Systems 53
InVision Software and HigherGround Enter into Strategic
Partnership 53
InContact Collaborates with Verint Systems 53
GMT Inks Strategic Partnership Agreement with LiquidSpoke 54
GMT Inks Strategic Partnership Agreement with Knowlagent 54
GMT Signs Strategic Partnership Agreement with OpenSpan 54
AMERGY Appointed WFM Solution Seller in the Romanian and
Austrian Market 55
InVision Software Selects Infratel as New Authorized
Distribution Partner 55
GMT Shifts Corporate Headquarters to Concourse Business Park 55
CBE Group to Deploy CallMiner's Eureka!®7 Speech Analytics
Solution 55
E.ON Service Plus Expands Deployment of WFM System 56
GoDaddy.com Deploys Impact 360® WFM Solution of Verint 56
Bouygues Telecom Implements Advanced Impact 360® Quality
Monitoring Solution 57
Woolworths Implements Advanced Impact 360® Workforce
Optimization Suite 57
Unamic/HCN Selects InVision Softwares WFM Solutions for
Multi-site Staff Scheduling 57
Canadian Consumer Finance Company Selects InVision Softwares
WFM Software 58
Enkata Secures Contract from Leading Telecommunications Company 58
Harris Bank Chooses GMT for Branch Workforce Optimization 58
Novacroft Selects GMT WFO Solution for Its Northampton Call
Center 59
Sussex Police Chooses GMT Planet for Its Contact Centers 59
Express Couriers Selects GMT for Its Contact Centers 59
TRFCU Bank Selects GMT for Optimizing Branch Workforce
Requirements 59
Allianz Suisse Implements InVision Softwares WFM System 60
InVision Software Bags Order from Suomen Lähikauppa 60
Aspect Acquires Majority Assets of AIML and AIM Technology 60
Interactive Intelligence Takes Over AcroSoft 61
Envision Telephony Enters into Strategic Collaboration with
BizPro 61
Nexidia Partners with Semafone 62
Zoom Inks Sales & Marketing Agreement with GMT 62
TantaComm Enters into Partnership Agreement with UTOPY 63
Altitude Software Enters into Strategic Partnership with Teleopti 63
UTOPY Enters into Distribution Partnership with INS Indriya 63
ClickFox Inks Analytics Contract with Leading Financial
Services Company 64
AEFCU Selects ‘GMT Planet® Solution of GMT 64
Mechanics Bank Selects ‘GMT On-Demand for Banking Solution of
GMT 64
The National Bank of Kuwait Selects GMT for Branch Workforce
Optimization 64
WRB Communications Deploys CIC Suite of Interactive Intelligence 64
Ventura Selects Nexidia's Enterprise Speech Intelligence Solution 65
BB&T Chooses NICE SmartCenter Solutions by NICE Systems 65
N-Allo Selects Applications of NICE Systems for Contact Centers 65

10. FOCUS ON SELECT GLOBAL PLAYERS 66
Aspect Software, Inc. (US) 66
Autonomy Corporation PLC (UK) 66
Bay Bridge Decision Technologies, Inc. (US) 66
Calabrio, Inc. (US) 67
CallMiner, Inc. (US) 67
ClickFox, Inc. (US) 67
Enkata (US) 67
Envision Telephony, Inc. (US) 68
Genesys Telecommunications Laboratories, Inc. (US) 68
GMT Corporation (US) 68
HigherGround, Inc. (US) 69
Interactive Intelligence, Inc. (US) 69
InVision Software AG (Germany) 69
Merced Systems, Inc. (US) 70
Nexidia, Inc (US) 70
NICE Systems Ltd (Israel) 70
TELEOPTI AB (Sweden) 71
Verint Systems Inc., (US) 71
Voice Print International, Inc (US) 72
Upstream Works Software Ltd (Canada) 72
UTOPY, Inc. (US) 72

11. GLOBAL MARKET PERSPECTIVE 73
Table 5: World Recent Past, Current & Future Analysis for
Agent Performance Optimization by Geographic Region - US,
Canada, Japan, Europe, Asia-Pacific (Excluding Japan), Latin
America and Rest of World Markets Independently Analyzed with
Annual Revenues in US$ Million for Years 2009 through 2017
(includes corresponding Graph/Chart) 73

Table 6: World Historic Review for Agent Performance
Optimization by Geographic Region - US, Canada, Japan, Europe,
Asia-Pacific (Excluding Japan), Latin America and Rest of
World Markets Independently Analyzed with Annual Revenues in
US$ Million for Years 2003 through 2008 (includes
corresponding Graph/Chart) 74

Table 7: World 15-Year Perspective for Agent Performance
Optimization by Geographic Region - Percentage Breakdown of
Dollar Revenues for US, Canada, Japan, Europe, Asia- Pacific
(Excluding Japan), Latin America and Rest of World Markets for
Years 2003, 2010 & 2017 (includes corresponding Graph/Chart) 75

12. THE UNITED STATES 76
A.Market Analysis 76
Outlook 76
Market Overview 76
Vendors Move up the Value Chain during Recession 77
Issues Concerning North American APO Vendors Post Recession 77
Hosted Vs. Premise-based Tools 78
Barriers and Motivators to Hosting 79
Hosting Service Providers 79
Product Introductions/Launches 80
Recent Industry Activity 88
Key Players 97
B.Market Analytics 102
Table 8: US Recent Past, Current & Future Analysis for Agent
Performance Optimization Market Independently Analyzed with
Annual Revenues in US$ Million for Years 2009 through 2017
(includes corresponding Graph/Chart) 102

Table 9: US Historic Review for Agent Performance
Optimization Market Independently Analyzed with Annual
Revenues in US$ Million for Years 2003 through 2008
(includes corresponding Graph/Chart) 103

13. CANADA 104
A.Market Analysis 104
Outlook 104
Recent Industry Activity 104
Key Player 105
B.Market Analytics 105
Table 10: Canadian Recent Past, Current & Future Analysis
for Agent Performance Optimization Market Independently
Analyzed with Annual Revenues in US$ Million for Years 2009
through 2017 (includes corresponding Graph/Chart) 105

Table 11: Canadian Historic Review for Agent Performance
Optimization Market Independently Analyzed with Annual
Revenues in US$ Million for Years 2003 through 2008
(includes corresponding Graph/Chart) 106

14. JAPAN 107
A.Market Analysis 107
Outlook 107
B.Market Analytics 107
Table 12: Japanese Recent Past, Current & Future Analysis
for Agent Performance Optimization Market Independently
Analyzed with Annual Revenues in US$ Million for Years 2009
through 2017 (includes corresponding Graph/Chart) 107

Table 13: Japanese Historic Review for Agent Performance
Optimization Market Independently Analyzed with Annual
Revenues in US$ Million for Years 2003 through 2008
(includes corresponding Graph/Chart) 108

15. EUROPE 109
A.Market Analysis 109
Outlook 109
Overview of the Market in the EMEA 109
The Market through the Recession 110
Competition 110
B.Market Analytics 111
Table 14: European Recent Past, Current & Future Analysis
for Agent Performance Optimization by Geographic Region -
France, Germany, Italy, UK, Spain, Russia, The Netherlands,
Sweden and Rest of Europe Markets Independently Analyzed
with Annual Revenues in US$ Million for Years 2009 through
2017 (includes corresponding Graph/Chart) 111

Table 15: European Historic Review of Agent Performance
Optimization by Geographic Region - France, Germany, Italy,
UK, Spain, Russia, The Netherlands, Sweden and Rest of
Europe Markets Independently Analyzed with Annual Revenues
in US$ Million for Years 2003 through 2008 (includes
corresponding Graph/Chart) 112

Table 16: European 15-Year Perspective for Agent Performance
Optimization by Geographic Region - Percentage Breakdown of
Dollar Revenues for France, Germany, Italy, UK, Spain,
Russia, The Netherlands, Sweden and Rest of Europe Markets
for Years 2003, 2010 & 2017 (includes corresponding
Graph/Chart) 113

15a. FRANCE 114
A.Market Analysis 114
Outlook 114
B.Market Analytics 114
Table 17: French Recent Past, Current & Future Analysis for
Agent Performance Optimization Market Independently Analyzed
with Annual Revenues in US$ Million for Years 2009 through
2017 (includes corresponding Graph/Chart) 114

Table 18: French Historic Review for Agent Performance
Optimization Market Independently Analyzed with Annual
Revenues in US$ Million for Years 2003 through 2008
(includes corresponding Graph/Chart) 115

15b. GERMANY 116
A.Market Analysis 116
Outlook 116
Product Introductions/ Launches 116
Recent Industry Activity 116
Key Player 119
B.Market Analytics 120
Table 19: German Recent Past, Current & Future Analysis for
Agent Performance Optimization Market Independently Analyzed
with Annual Revenues in US$ Million for Years 2009 through
2017 (includes corresponding Graph/Chart) 120

Table 20: German Historic Review for Agent Performance
Optimization Market Independently Analyzed with Annual
Revenues in US$ Million for Years 2003 through 2008
(includes corresponding Graph/Chart) 120

15c. ITALY 121
A.Market Analysis 121
Outlook 121
B.Market Analytics 121
Table 21: Italian Recent Past, Current & Future Analysis for
Agent Performance Optimization Market Independently Analyzed
with Annual Revenues in US$ Million for Years 2009 through
2017 (includes corresponding Graph/Chart) 121

Table 22: Italian Historic Review for Agent Performance
Optimization Market Independently Analyzed with Annual
Revenues in US$ Million for Years 2003 through 2008
(includes corresponding Graph/Chart) 122

15d. THE UNITED KINGDOM 123
A.Market Analysis 123
Outlook 123
Recent Industry Activity 123
Key Player 124
B.Market Analytics 125
Table 23: UK Recent Past, Current & Future Analysis for
Agent Performance Optimization Market Independently Analyzed
with Annual Revenues in US$ Million for Years 2009 through
2017 (includes corresponding Graph/Chart) 125

Table 24: UK Historic Review for Agent Performance
Optimization Market Independently Analyzed with Annual
Revenues in US$ Million for Years 2003 through 2008
(includes corresponding Graph/Chart) 126

15e. SPAIN 127
A.Market Analysis 127
Outlook 127
B.Market Analytics 127
Table 25: Spanish Recent Past, Current & Future Analysis for
Agent Performance Optimization Market Independently Analyzed
with Annual Revenues in US$ Million for Years 2009 through
2017 (includes corresponding Graph/Chart) 127

Table 26: Spanish Historic Review for Agent Performance
Optimization Market Independently Analyzed with Annual
Revenues in US$ Million for Years 2003 through 2008
(includes corresponding Graph/Chart) 128

15f. RUSSIA 129
A.Market Analysis 129
Outlook 129
B.Market Analytics 129
Table 27: Russian Recent Past, Current & Future Analysis for
Agent Performance Optimization Market Independently Analyzed
with Annual Revenues in US$ Million for Years 2009 through
2017 (includes corresponding Graph/Chart) 129

Table 28: Russian Historic Review for Agent Performance
Optimization Market Independently Analyzed with Annual
Revenues in US$ Million for Years 2003 through 2008
(includes corresponding Graph/Chart) 130

15g. THE NETHERLANDS 131
A.Market Analysis 131
Outlook 131
B.Market Analytics 131
Table 29: The Netherlands Recent Past, Current & Future
Analysis for Agent Performance Optimization Market
Independently Analyzed with Annual Revenues in US$ Million
for Years 2009 through 2017 (includes corresponding
Graph/Chart) 131

Table 30: The Netherlands Historic Review for Agent
Performance Optimization Market Independently Analyzed with
Annual Revenues in US$ Million for Years 2003 through 2008
(includes corresponding Graph/Chart) 132

15h. SWEDEN 133
A.Market Analysis 133
Outlook 133
Product Introductions/ Launches 133
Recent Industry Activity 133
Key Player 135
B.Market Analytics 136
Table 31: Swedish Recent Past, Current & Future Analysis for
Agent Performance Optimization Market Independently Analyzed
with Annual Revenues in US$ Million for Years 2009 through
2017 (includes corresponding Graph/Chart) 136

Table 32: Swedish Historic Review for Agent Performance
Optimization Market Independently Analyzed with Annual
Revenues in US$ Million for Years 2003 through 2008
(includes corresponding Graph/Chart) 136

15i. REST OF EUROPE 137
A.Market Analysis 137
Outlook 137
Recent Industry Activity 137
B.Market Analytics 138
Table 33: Rest of Europe Recent Past, Current & Future
Analysis for Agent Performance Optimization Market
Independently Analyzed with Annual Revenues in US$ Million
for Years 2009 through 2017 (includes corresponding
Graph/Chart) 138

Table 34: Rest of Europe Historic Review for Agent
Performance Optimization Market Independently Analyzed with
Annual Revenues in US$ Million for Years 2003 through 2008
(includes corresponding Graph/Chart) 138

16. ASIA-PACIFIC 139
A.Market Analysis 139
Outlook 139
APAC - The Outsourcing Hub 139
Contact Center Outsourcing Market in APAC - The Impact of
Recession 139
Table 35: Contact Center Outsourcing Market in APAC
(2010): Percentage Share Breakdown by Source Countries -
US, UK and Rest of World (includes corresponding
Graph/Chart) 140
Scope Widens for Outsourcers - From Pure Players to BPOs 140
Small and Medium Businesses Evince Interest in Offshoring 140
Automation and Self-Service Applications on the Rise 140
B.Market Analytics 141
Table 36: Asia-Pacific Recent Past, Current & Future
Analysis for Agent Performance Optimization by Geographic
Region - China, India, Philippines and Rest of Asia-Pacific
Markets Independently Analyzed with Annual Revenues in US$
Million for Years 2009 through 2017 (includes corresponding
Graph/Chart) 141

Table 37: Asia-Pacific Historic Review for Agent Performance
Optimization by Geographic Region - China, India,
Philippines and Rest of Asia-Pacific Markets Independently
Analyzed with Annual Revenues in US$ Million for Years 2003
through 2008 (includes corresponding Graph/Chart) 142

Table 38: Asia-Pacific 15-Year Perspective for Agent
Performance Optimization by Geographic Region - Percentage
Breakdown of Dollar Revenues for China, India, Philippines
and Rest of Asia-Pacific Markets for Years 2003, 2010 & 2017
(includes corresponding Graph/Chart) 143

16a. CHINA 144
A.Market Analysis 144
Outlook 144
B.Market Analytics 144
Table 39: Chinese Recent Past, Current & Future Analysis for
Agent Performance Optimization Market Independently Analyzed
with Annual Revenues in US$ Million for Years 2009 through
2017 (includes corresponding Graph/Chart) 144

Table 40: Chinese Historic Review for Agent Performance
Optimization Market Independently Analyzed with Annual
Revenues in US$ Million for Years 2003 through 2008
(includes corresponding Graph/Chart) 145

16b. INDIA 146
A.Market Analysis 146
Outlook 146
Indian Market for Contact Center Solutions 146
Current State of the Market 146
Future Prospects 146
Few Vital Statistics 147
Table 41: The Indian Market for Contact Center Solutions
(2009): Percentage Share Breakdown by Segments - Inbound
Software, Outbound Software, QM & WFM, IVR and Others
(Chat and E-Mail) (includes corresponding Graph/Chart) 147

Table 42: The Indian Market for Contact Center Solutions
(2009): Percentage Share Breakdown by Industry Verticals -
BPO, Telco, BFSI and Others (Govt., Travel and
Hospitality) (includes corresponding Graph/Chart) 147

Table 43: The Indian Market for Contact Center Solutions
(2009): Percentage Share Breakdown by Horizontal Segments
- Large Enterprises (more than 300 agents), Medium
Enterprises (between 50 and 300 agents) and Small
Enterprises (less than 50 agents) (includes corresponding
Graph/Chart) 148
B.Market Analytics 148
Table 44: Indian Recent Past, Current & Future Analysis for
Agent Performance Optimization Market Independently Analyzed
with Annual Revenues in US$ Million for Years 2009 through
2017 (includes corresponding Graph/Chart) 148

Table 45: Indian Historic Review for Agent Performance
Optimization Market Independently Analyzed with Annual
Revenues in US$ Million for Years 2003 through 2008
(includes corresponding Graph/Chart) 149

16c. PHILIPPINES 150
A.Market Analysis 150
Outlook 150
Philippines the New Favorite of US Enterprises 150
B.Market Analytics 150
Table 46: Philippines Recent Past, Current & Future Analysis
for Agent Performance Optimization Market Independently
Analyzed with Annual Revenues in US$ Million for Years 2009
through 2017 (includes corresponding Graph/Chart) 150

Table 47: Philippines Historic Review for Agent Performance
Optimization Market Independently Analyzed with Annual
Revenues in US$ Million for Years 2003 through 2008
(includes corresponding Graph/Chart) 151

16d. REST OF ASIA-PACIFIC 152
A.Market Analysis 152
Outlook 152
The ‘Do-Not-Call' Legislation Hampers Telemarketing in
Australia 152
B.Market Analytics 152
Table 48: Rest of Asia-Pacific Recent Past, Current & Future
Analysis for Agent Performance Optimization Market
Independently Analyzed with Annual Revenues in US$ Million
for Years 2009 through 2017 (includes corresponding
Graph/Chart) 152

Table 49: Rest of Asia-Pacific Historic Review for Agent
Performance Optimization Market Independently Analyzed with
Annual Revenues in US$ Million for Years 2003 through 2008
(includes corresponding Graph/Chart) 153

17. LATIN AMERICA 154
A.Market Analysis 154
Outlook 154
Fierce Competition Among Vendors 154
B.Market Analytics 155
Table 50: Latin American Recent Past, Current & Future
Analysis for Agent Performance Optimization by Geographic
Region - Brazil, Mexico and Rest of Latin America Markets
Independently Analyzed with Annual Revenues in US$ Million
for Years 2009 through 2017 (includes corresponding
Graph/Chart) 155

Table 51: Latin American Historic Review for Agent
Performance Optimization by Geographic Region - Brazil,
Mexico and Rest of Latin America Markets Independently
Analyzed with Annual Revenues in US$ Million for Years 2003
through 2008 (includes corresponding Graph/Chart) 156

Table 52: Latin American 15-Year Perspective for Agent
Performance Optimization by Geographic Region - Percentage
Breakdown of Dollar Revenues for Brazil, Mexico and Rest of
Latin America Markets for Years 2003, 2010 & 2017 (includes
corresponding Graph/Chart) 157

17a. BRAZIL 158
A.Market Analysis 158
Outlook 158
B.Market Analytics 158
Table 53: Brazilian Recent Past, Current & Future Analysis
for Agent Performance Optimization Independently Analyzed
with Annual Revenues in US$ Million for Years 2009 through
2017 (includes corresponding Graph/Chart) 158

Table 54: Brazilian Historic Review for Agent Performance
Optimization Independently Analyzed with Annual Revenues in
US$ Million for Years 2003 through 2008 (includes
corresponding Graph/Chart) 159

17b. MEXICO 160
A.Market Analysis 160
Outlook 160
Recent Industry Activity 160
B.Market Analytics 161
Table 55: Mexican Recent Past, Current & Future Analysis for
Agent Performance Optimization Independently Analyzed with
Annual Revenues in US$ Million for Years 2009 through 2017
(includes corresponding Graph/Chart) 161

Table 56: Mexican Historic Review for Agent Performance
Optimization Independently Analyzed with Annual Revenues in
US$ Million for Years 2003 through 2008 (includes
corresponding Graph/Chart) 161

17c. REST OF LATIN AMERICA 162
A.Market Analysis 162
Outlook 162
B.Market Analytics 162
Table 57: Rest of Latin America Recent Past, Current &
Future Analysis for Agent Performance Optimization
Independently Analyzed with Annual Revenues in US$ Million
for Years 2009 through 2017 (includes corresponding
Graph/Chart) 162

Table 58: Rest of Latin America Historic Review for Agent
Performance Optimization Independently Analyzed with Annual
Revenues in US$ Million for Years 2003 through 2008
(includes corresponding Graph/Chart) 163

18. REST OF WORLD 164
A.Market Analysis 164
Outlook 164
Product Introductions/ Launches 164
Recent Industry Activity 165
Key Player 167
B.Market Analytics 168
Table 59: Rest of World Recent Past, Current & Future
Analysis for Agent Performance Optimization Independently
Analyzed with Annual Revenues in US$ Million for Years 2009
through 2017 (includes corresponding Graph/Chart) 168

Table 60: Rest of World Historic Review for Agent
Performance Optimization Independently Analyzed with Annual
Revenues in US$ Million for Years 2003 through 2008
(includes corresponding Graph/Chart) 168

COMPETITIVE LANDSCAPE

Total Companies Profiled: 45

------------------------------------------
Region/Country Players
------------------------------------------
The United States 34
Canada 2
Europe 7
Germany 1
The United Kingdom 2
Rest of Europe 4
Asia-Pacific (Excluding Japan) 2
------------------------------------------

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