Global Agent Performance Optimization (APO) Market Survey and Trend Research 2018

September 2018 | 73 pages | ID: GF85419FD28EN
99Strategy

Abstracts

Summary

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.

This report describes the development of the industry by upstream & downstream, industry overall and development, key companies, as well as type segment & market application and so on, and makes a scientific prediction for the development industry prospects on the basis of analysis, finally, analyzes opportunities for investment in the industry at the end of the report.

Industry Chain

• Raw Materials
• Cost
• Technology
• Consumer Preference

Industry Overall:

• History
• Development & Trend
• Market Competition
• Trade Overview
• Policy

Region (North America, Europe, Asia-Pacific, South America, Middle East, Africa):

• Regional Market
• Production Development
• Sales
• Regional Trade
• Regional Forecast

Company (NICE Ltd, Genesys, Verint Systems Inc, Aspect, Five9, Five9, Teleopti AB, ZOOM International, InVision AG, Upstream Works Software, Envision Telephony, CallMiner, CallFinder, HigherGround, Inc. etc.):

• Company Profile
• Product & Service
• Business Operation Data
• Market Share

Investment Analysis:

• Market Features
• Investment Opportunity
• Investment Calculation

Contents

PART 1 INDUSTRY OVERVIEW

1.1 Agent Performance Optimization (APO) Industry
  1.1.1 Definition
  1.1.2 Industry Trend
1.2 Industry Chain
  1.2.1 Upstream
  1.2.2 Technology
  1.2.3 Cost Structure
  1.2.4 Consumer Preference
  1.2.2 Downstream

PART 2 INDUSTRY OVERALL

2.1 Industry History
2.2 Development Prospect
2.3 Competition Structure
2.4 Relevant Policy
2.5 Trade Overview

PART 3 AGENT PERFORMANCE OPTIMIZATION (APO) MARKET BY PRODUCT

3.1 Products List of Major Companies
3.2 Market Size
3.3 Market Forecast

4 KEY COMPANIES LIST

4.1 NICE Ltd (Company Overview, Sales Data etc.)
  4.1.1 Company Overview
  4.1.2 Products and Services
  4.1.3 Business Analysis
4.2 Genesys (Company Overview, Sales Data etc.)
  4.2.1 Company Overview
  4.2.2 Products and Services
  4.2.3 Business Analysis
4.3 Verint Systems Inc (Company Overview, Sales Data etc.)
  4.3.1 Company Overview
  4.3.2 Products and Services
  4.3.3 Business Analysis
4.4 Aspect (Company Overview, Sales Data etc.)
  4.4.1 Company Overview
  4.4.2 Products and Services
  4.4.3 Business Analysis
4.5 Five9 (Company Overview, Sales Data etc.)
  4.5.1 Company Overview
  4.5.2 Products and Services
  4.5.3 Business Analysis
4.6 Five9 (Company Overview, Sales Data etc.)
  4.6.1 Company Overview
  4.6.2 Products and Services
  4.6.3 Business Analysis
4.7 Teleopti AB (Company Overview, Sales Data etc.)
  4.7.1 Company Overview
  4.7.2 Products and Services
  4.7.3 Business Analysis
4.8 ZOOM International (Company Overview, Sales Data etc.)
  4.8.1 Company Overview
  4.8.2 Products and Services
  4.8.3 Business Analysis
4.9 InVision AG (Company Overview, Sales Data etc.)
  4.9.1 Company Overview
  4.9.2 Products and Services
  4.9.3 Business Analysis
4.10 Upstream Works Software (Company Overview, Sales Data etc.)
  4.10.1 Company Overview
  4.10.2 Products and Services
  4.10.3 Business Analysis
4.11 Envision Telephony (Company Overview, Sales Data etc.)
4.12 CallMiner (Company Overview, Sales Data etc.)
4.13 CallFinder (Company Overview, Sales Data etc.)
4.14 HigherGround, Inc. (Company Overview, Sales Data etc.)

PART 5 MARKET COMPETITION

5.1 Companies Competition
5.2 Industry Competition Structure Analysis
  5.2.1 Rivalry
  5.2.2 Threat of New Entrants
  5.2.3 Substitutes
  5.2.4 Bargaining Power of Suppliers
  5.2.5 Bargaining Power of Buyers

PART 6 MARKET DEMAND BY SEGMENT

6.1 Demand Situation
  6.1.1 Industry Application Status
  6.1.2 Industry SWOT Analysis
    6.1.2.1 Strengths
    6.1.2.2 Weaknesses
    6.1.2.3 Opportunities
    6.1.2.4 Threats
6.2 Major Customer Survey
6.3 Demand Forecast

PART 7 REGION OPERATION

7.1 Regional Market
7.2 Production and Sales by Region
  7.2.1 Production
  7.2.2 Sales
  7.2.3 Trade
7.3 Regional Forecast

PART 8 MARKET INVESTMENT

8.1 Market Features
  8.1.1 Product Features
  8.1.2 Price Features
  8.1.3 Channel Features
  8.1.4 Purchasing Features
8.2 Investment Opportunity
  8.2.1 Regional Investment Opportunity
  8.2.2 Industry Investment Opportunity
8.3 Investment Calculation
  8.3.1 Cost Calculation
  8.3.2 Revenue Calculation
  8.3.3 Economic Performance Evaluation

PART 9 CONCLUSION

List Of Tables

LIST OF TABLES

Table Global Agent Performance Optimization (APO) Market 2012-2017, by Type, in USD Million
Table Global Agent Performance Optimization (APO) Market Forecast 2018-2023, by Type, in USD Million
Table NICE Ltd Overview List
Table Agent Performance Optimization (APO) Business Operation of NICE Ltd (Sales Revenue, Cost, Gross Margin)
Table Genesys Overview List
Table Agent Performance Optimization (APO) Business Operation of Genesys (Sales Revenue, Cost, Gross Margin)
Table Verint Systems Inc Overview List
Table Agent Performance Optimization (APO) Business Operation of Verint Systems Inc (Sales Revenue, Cost, Gross Margin)
Table Aspect Overview List
Table Agent Performance Optimization (APO) Business Operation of Aspect (Sales Revenue, Cost, Gross Margin)
Table Five9 Overview List
Table Agent Performance Optimization (APO) Business Operation of Five9 (Sales Revenue, Cost, Gross Margin)
Table Five9 Overview List
Table Agent Performance Optimization (APO) Business Operation of Five9 (Sales Revenue, Cost, Gross Margin)
Table Teleopti AB Overview List
Table Agent Performance Optimization (APO) Business Operation of Teleopti AB (Sales Revenue, Cost, Gross Margin)
Table ZOOM International Overview List
Table Agent Performance Optimization (APO) Business Operation of ZOOM International (Sales Revenue, Cost, Gross Margin)
Table InVision AG Overview List
Table Agent Performance Optimization (APO) Business Operation of InVision AG (Sales Revenue, Cost, Gross Margin)
Table Upstream Works Software Overview List
Table Agent Performance Optimization (APO) Business Operation of Upstream Works Software (Sales Revenue, Cost, Gross Margin)
Table Envision Telephony Overview List
Table Agent Performance Optimization (APO) Business Operation of Envision Telephony (Sales Revenue, Cost, Gross Margin)
Table CallMiner Overview List
Table Agent Performance Optimization (APO) Business Operation of CallMiner (Sales Revenue, Cost, Gross Margin)
Table CallFinder Overview List
Table Agent Performance Optimization (APO) Business Operation of CallFinder (Sales Revenue, Cost, Gross Margin)
Table HigherGround, Inc. Overview List
Table Agent Performance Optimization (APO) Business Operation of HigherGround, Inc. (Sales Revenue, Cost, Gross Margin)
Table Global Agent Performance Optimization (APO) Sales Revenue 2012-2017, by Companies, in USD Million
Table Global Agent Performance Optimization (APO) Sales Revenue Share, by Companies, in USD Million
Table Agent Performance Optimization (APO) Demand 2012-2017, by Application, in USD Million
Table Agent Performance Optimization (APO) Demand Forecast 2018-2023, by Application, in USD Million
Table Global Agent Performance Optimization (APO) Market 2012-2017, by Region, in USD Million
Table Agent Performance Optimization (APO) Market Forecast 2018-2023, by Region, in USD Million

List Of Figures

LIST OF FIGURES

Figure Agent Performance Optimization (APO) Industry Chain Structure
Figure Global Agent Performance Optimization (APO) Market Growth 2012-2017, by Type, in USD Million
Figure Global Agent Performance Optimization (APO) Sales Revenue Share, by Companies in 2017, in USD Million
Figure Production Development by Region
Figure Sales List by Region