Datamonitor, April 2009
This model assesses contact center spending on workforceoptimizationtechnologies from 2008 - 2014. It segments spending by 13 vertical markets and four global regions.
Key reasons to purchase
Frost & Sullivan, Sep 2010, Pages: 161
) and workforce management (WFM), call recording, and contact center analytics segments in Europe, Middle East and Africa (EMEA).
Market Overview
EMEA Agent Performance OptimizationMarkets Moving to Enhanced
Frost & Sullivan, July 2010, Pages: 86
systems and workforce management and scheduling.
Market Overview
Avenues to Growth are changing in the North American Agent Performance OptimizationMarkets
With diminishing greenfield opportunities
Frost & Sullivan, April 2006
contain several features that enable the optimization of people, process, and technology associated with the workforce management cycle, thereby further enhancing contact center performance, says
Global Industry Analysts, Inc., Aug 2011, Pages: 482
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
Ovum, March 2011, Pages: 31
and increasing demand, utilities must do much more with less
The extension of nuclear power-station life spans presents an opportunity for ECM
ECM technologies can help utilities to optimize
Ovum, Oct 2010, Pages: 21
BI and analytics will help utilities to optimize business processes
Knowledge-management and collaboration tools will help utilities manage the problems of an aging workforce
CREEPING LIBERALIZATION
Datamonitor, Sep 2008, Pages: 71
providers of contact center switches, CRM, IVR, unified communications and workforceoptimizationtechnologies.
Highlights of this title
Optimizing contact center technology is currently enterprises top
Frost & Sullivan, Nov 2001
. By identifying emerging growth opportunities,
this research allows users to plan for future success.
1Executive Summary - Agent Performance Optimization
A.Market Overview
1Executive Summary
2Challenges
B
Datamonitor, Feb 2008, Pages: 9
will reach prime time 2
Home-based agents can save costs but also attract a new pool of labor 2
Accessibility of WorkforceOptimizationTechnologies (WOTs) 3
Distributed agents and environments will be powered
Datamonitor, June 2009, Pages: 42
an overview of the most important trends in the contact center analytics and workforceoptimizationmarkets.
- Delivers a comprehensive comparison of vendors market impact, products, and end-user sentiment
Datamonitor, April 2008, Pages: 44
optimization and call recording.
Scope
- Key market data and detailed analysis of the workforceoptimizationmarkets in North America, Western Europe, Asia-Pacific and CALA are provided
- In-depth
Sheila Greco Associates, May 2011, Pages: 1
Business Performance Advisors offer the most comprehensive WorkforceOptimizationTM solution in the marketplace that delivers administrative relief, better benefits, reduced liabilities and a systematic way
Global Industry Analysts, Inc., Oct 2010, Pages: 908
This report analyzes the worldwide markets for Call Centers in US$ Million. The report provides separate comprehensive analytics for the US, Canada, Japan, Europe, Asia-Pacific, Latin America
Datamonitor, March 2009, Pages: 50
by large WOTs suite solution providers 3
WOTs vendors should create a strong channel by leveraging technology partnerships 3
MARKET OPPORTUNITY 7
Workforceoptimization defined 7
Global WOTs and contact
Frost & Sullivan, Oct 2010, Pages: 178
/workforce management (CM/WFM) systems, outbound, speech technologies, and multimedia.
This analysis is available through our Contact Centers Growth Partnership Services program. With continuous access
Datamonitor, June 2010, Pages: 40
in the retail side of the business
Customer satisfaction
Reduce customer churn
Marketing
Cost-to-serve monitoring
Contact center optimization
Payments and debt management
Customer usage portals
Generation
Business Insights, Aug 2007, Pages: 144
is this report about?
Who is this report for?
Definitions
Agent positions
Contact center
Inbound hardware
Inbound software
Outbound
WorkforceOptimizationTechnologies (WOTs)
Agent analytics (AA)
e
Frost & Sullivan, Jan 2010, Pages: 34
environment in addition to the challenges and issues faced by market participants. In this research, Frost & Sullivan's expert analysts thoroughly examine the following technologies and markets: room systems
Frost & Sullivan, Oct 2011, Pages: 58
customer contact, and hosted agent performance optimization (APO) applications. The study discusses market trends, drivers and restraints, demand and supply, and strategic considerations. Market size
