This report provides analysis of workforce optimization technology markets in 4 geographies and 7 Western European national markets. Workforce optimization technologies include quality monitoring, workforce management, eLearning and agent analytics applications. This report finds that the desire to increase wallet share, and in some cases to drive revenue in slow-growth markets, has predicated the need for vendors that offer point solutions to purvey suite solutions to the contact center market.

• · Over 50 key representatives from 22 companies were interviewed, with positions including CEOs, Marketing Directors and Product Managers

  
  

• · Key data and detailed analysis of the workforce optimization markets in North America, Western Europe, Asia-Pacific and CALA are provided.

  
  

• · In-depth product and competitive analysis for the QM, WFM, eLearning and agent analytics markets

  
  

• · Competitor profiles of 12 vendors from the QM, WFM, eLearning and agent analytics markets, including snapshots of 3 Western European WFM vendors

  
  

• · Market sizing and forecasted data for the workforce optimization market, segmented by application, geographic region and vertical market

  
  

1) By 2007 the global workforce optimization market will be worth $1.5bn.
2) The QM vendor will own the workforce optimization market.
3) Agent analytics will cease to exist as a stand-alone market.

• · 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

  
  

• · Determine the necessary functionality to satisfy changing market demands

  
  

• · Evaluate the competitive landscape and assess the strengths and weaknesses of workforce optimization vendors

  
  

Market Context contains a detailed analysis of the current workforce optimization market by providing market sizes by geographic region (North America, Western Europe, Asia-Pacific and Caribbean & Latin America), business drivers and market trends for the following application areas:

quality monitoring (QM);

workforce management (WFM);

eLearning; and

agent analytics.

• In recent years, WFM, QM, eLearning and agent analytics systems have advanced from being stand-alone products to become part of an integrated contact center solution set. This trend has resulted in the emergence of the workforce optimization market.
  
  
  
• This report finds that there is substantial fragmentation within the workforce optimization market and that expanding breadth of product offering through partnership or M&A activity is a necessary route of growth for vendors.
  
  
  

• In researching this subject, over 50 key representatives from 22 companies were interviewed in order to establish an extensive database of market data across four technology market segments. Positions targeted for these interviews include CEOs, Marketing Directors and Product Managers. The data generated by these interviews are then analyzed using proprietary Datamonitor techniques.
  
  
  

• This chapter focuses on key issues in the market for workforce optimization applications in terms of targeting specific markets. It identifies specific vertical and geographic markets and evaluates the subjects that concern them.
  
  
  
• This chapter is segmented into three parts:
  
  
  

vertical markets – provides QM and WFM market sizes for 14 vertical markets including financial services, communications, technology, travel and tourism, healthcare/pharmaceuticals, outsourcing bureaus, retail, utilities, manufacturing, commercial transport/logistics, entertainment, government, education and others. Qualitative information is further provided for the financial services, communications, technology and outsourcing verticals.

Western European national markets – provides QM and WFM market sizes for 7 national regions including Germany, UK, France, Italy, Nordics, Netherlands and Spain. This section also assesses various cultural and regulatory issues specific to Western European markets.

call center size bands – identifies key issues pertaining to various size call center markets.

• This chapter analyzes the competitive dynamics of QM, WFM, eLearning and agent analytics vendors and enables the reader to assess key product areas where partnering would be appropriate.
  
  
  

• The current state of the workforce optimization market is characterized by a high degree of fragmentation. Most vendors throughout the market have yet to identify and implement a coherent business strategy concerning the workforce optimization market, thus no one yet owns the space.
  
  
  

• Aspect Communications;
  
  
  
• Blue Pumpkin;
  
  
  
• Cliffstone;
  
  
  
• Envision;
  
  
  
• Eyretel;
  
  
  
• Genesys;
  
  
  
• IEX;
  
  
  
• Knowlagent;
  
  
  
• NICE;
  
  
  
• Performix;
  
  
  
• SmartForce;
  
  
  
• Witness;
  
  
  
• Invision;
  
  
  
• Teleopti; and
  
  
  
• Qmax.
  
  
  

• The Future Decoded provides 5 year market forecasts for the following markets:
  
  
  
• QM;
  
  
  
• WFM;
  
  
  
• eLearning; and
  
  
  
• agent analytics.
  
  
  
• This chapter also analyzes various opportunities available to vendors in the next five years using various scenarios.
  
  
  

• Despite a reduction in overall technology spending, the global workforce optimization market will grow to reach $1.5 billion in 2007 as companies look to workforce optimization applications as a means to leverage their existing CRM and contact center expenditures.
  
  
  

Action Points provides actionable recommendations that a participant in this market or entering this market should consider to be successful.

• This chapter includes definitions, abbreviations, research methodology and a list of published and future reports.