Escalating need for enhancing customer experience through customer-agent interaction is expected to significantly drive the global agent performance optimization market over the forecast period. The acumen gained with the help of customer-agent recordings enhance insights into customer behaviour, which may further drive the agent performance optimization market.
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Agent performance optimization caters to contact centers for agent-facing technologies. These contact center applications importantly seek to increase agent effectiveness, reduce workforce costs and improve service levels. The tools simplify manager’s job in forecasting agent requirements, planning schedules, measuring agent performance, analyzing results and recuperating outcomes. These systems then provide quantifiable results such as attractive ROI and short payback period. The global agent performance optimization market is foreseen to showcase upsurge in market demand owing to aforementioned benefits.
Considerable technology changes, value enhancement and perception of organizations about agent performance optimization are anticipated to drive the agent performance optimization market. Gradual shift of workforce management from simple hardware systems to a highly sophisticated applications pertaining to quality assurance results delivering advanced solutions and enhancing customer experience is expected to positively impact market demand.
Advancement in applications performing enhanced scheduling and recording may spur demand for agent performance optimization tools in the next few years. Additionally, novel applications gathering data from traditional systems in order to construct new productive forms of data analysis may fuel market demand. Enhanced tools facilitate coaching, performance management, dashboards, scorecard and targeted training delivery. Other prominent tools such as desktop screen analytics, speech analytics and simulation building tools for planning may further upsurge market demand in the near future.
Agent performance optimization may open new avenues and facilitate management in communicating value of contact center to other executive suite decision makers. This further aids co-ordination, planning and response to varying business conditions which may further drive the agent performance optimization market growth over the forecast period. Cost control and performance being of utmost importance to the cost centers, demand analytics involving web, data and speech processing coupled with event notification may further spur market demand.
Attractive return on investments and high value propositions served by various applications of workforce management are expected to emerge as primary drivers for the agent performance optimization market growth over the next few years. Performance management and speech analytics showcase potential of bringing about improvement in performance at agent and enterprise level, which may further emerge as major growth areas. Other key contributing areas may include root cause analysis and workflow analysis, which is foreseen to have vital impact on customer experience further spurring agent performance optimization market growth in the near future.
Rising need for outsourcing contact center applications is anticipated to act as a key driving force for the agent performance optimization market. By demonstrating maximum savings alongwith value additions, APO tools help in differentiating outsourcers among competitors, which may further fuel agent performance optimization market in outsourcing landscape significantly. Additionally, continuous expansion into new markets with swiftly developing economies, the agent performance optimization market is foreseen to thrive enormously.
The U.S being the largest source of offshore work for many regions including Asia Pacific, it is anticipated to represent largest market share over the forecast period. Moreover, Asia Pacific is anticipated to witness significant growth owing to numerous outsourcing hubs for contact centers in this region.
Global agent performance optimization market’s key players include Autonomy Corporation PLC, Interactive Intelligence Inc., Envision Telephony Inc., Aspect Software Inc., Aspect Software Inc., Calabrio Inc., Voice Print International Inc., Nexidia, Inc., NICE Systems Ltd., CallMiner Inc., ClickFox Inc., Bay Bridge Decision Technologies, Upstream Works Software Ltd., Genesys Telecommunications Laboratories Inc., Enkata, InVision Software AG, UTOPY Inc., and TELEOPTI AB, Merced Systems, Verint Systems Inc., GMT Corporation and HigherGround.
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