The global agent performance optimization market is expected to showcase high growth over the forecast period due to the surging need for enhancing customer experience through customer-agent interaction. The intelligence gained through customer-agent recordings provides greater insights into customer behavior, which further drives the agent performance optimization (APO) market.
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. These systems in turn provide tangible quantifiable results such as short payback period and attractive ROI. The global agent performance optimization market is expected to witness significant growth owing to aforementioned benefits.
Significant changes in technology, value enhancement, and the way agent performance optimization is perceived by organizations is expected to drive the agent performance optimization market extensively. Evolving workforce management from basic hardware systems to a set of sophisticated applications for quality assurance resulting in delivering advanced solutions for agent performance optimization & customer experience is anticipated to be a key driver to this market.
Growing applications, which perform enhanced recording and scheduling, is anticipated to stimulate demand for agent performance optimization tools. Further, fresh applications that collectively gather data from traditional systems to build new productive forms of data analysis is expected to fuel market demand. Enhanced tools lead to performance management, dashboards, scorecard, coaching, and targeted training delivery. Prominent tools, which further upsurge demand for agent performance optimization include speech analytics, desktop screen analytics, performance management systems, and simulation building tools for planning.
Agent performance optimization is expected to expand range of possibilities and usage scenarios, which may facilitate management to communicate value of contact center to executive suite decision makers. This in turn results in planning, co-ordination, flexibility, and response to changing business conditions, which is further expected to drive the agent performance optimization market growth over the next few years. Performance and cost control being paramount in the contact centers, demand analytics involving data, web and speech processing along with event notification may further catapult market demand.
High-value propositions and attractive return on investments served by core applications of workforce management and quality monitoring are anticipated to act as primary drivers for the agent performance optimization market growth in near future. Speech analytics and performance management possess potential for improving performance at the agent and enterprise levels, which is expected to emerge as major growth areas for the agent performance optimization (APO) market. Other emerging areas of agent performance optimization include workflow analysis and root cause analysis, which are anticipated to have significant impact on customer experience further stimulating market growth over the next few years.
Surging demand for outsourcing contact center operations is expected to act as a key force that drives agent performance optimization market. Agent performance optimization tools may help in differentiating outsourcers among competitors by demonstrating maximum savings and value additions, which is further expected to drive the agent performance optimization market in outsourcing landscape extensively. Further, with continued innovation and expansion into new markets with rapidly developing economies, the agent performance optimization (APO) market is foreseen to thrive continuously.
Strong synergies among varied application areas including quality monitoring, e-learning, and workforce management are expected to positively impact the market growth. However, costs involved in agent performance optimization tools may pose hindrance to this market in the near future.
Agent performance optimization components are mainly classified as Quality Monitoring (QM) and Workforce Management Software (WFM). Quality Monitoring (QM) software enables users to record, retrieve, analyze, and improve agent/customer interactions further driving agent performance optimization market demand significantly in the near future. Additionally, Workforce Management (WFM) used as forecasting tool to estimate call volume based on historical patterns holds vital contribution in agent performance optimization demand.
The U.S. is anticipated to represent largest market share for agent performance optimization being the largest source of offshore work for many regions especially Asia-Pacific. Further, Asia Pacific is expected to exhibit high positioned growth over the forecast period. This may be attributed to the numerous global outsourcing hubs for contact centers in this region.
Key participants in the global agent performance optimization market include Autonomy Corporation PLC, Aspect Software Inc., Calabrio Inc., NICE Systems Ltd., CallMiner Inc., ClickFox Inc., Genesys Telecommunications Laboratories Inc., Enkata, InVision Software AG, Merced Systems, Verint Systems Inc., Voice Print International Inc., Nexidia, Inc., GMT Corporation, HigherGround, Interactive Intelligence Inc., Envision Telephony Inc., Aspect Software Inc., Bay Bridge Decision Technologies, Upstream Works Software Ltd., UTOPY Inc., and TELEOPTI AB.
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