Contact Center Solutions Featured Article

The Agent Performance Optimization Market Thrives Despite the Recession

August 29, 2011

Every organization today says it is putting renewed effort into enhancing customer experience. To that end, many have turned their focus to agent performance optimization (APO) tools.  Therefore, it makes great sense to be aware of what is happening in that market and take it into consideration when making any purchasing decisions.

A report from Global Industry Analysts, Inc. called “Agent Performance Optimization (APO): A Global Strategic Business Report”  profiles 45 of the major players in this market and comes to some notable conclusions on how the market has evolved over the last decade as well as how the evolution affects the market today.

In the announcement of the Report’s availability, the analysts said the value of the APO market has the potential to reach in excess of at $1.27 billion by the year 2017.

While the APO market is mainly driven today by workforce management and quality management technology , to reach its future monetary potential the analysts see the need for these APO market vendors to “reinvent themselves on a constant basis with new innovations.” At the same time, the analysts say APO vendors need to look at their products and stretch their scope beyond applications that have been their traditional business mainstays.

In what is described as an “aggressively competitive marketplace,” these APO vendors will likely find growth in the provision of tools such as “speech analytics, performance management systems and desktop screen analytics,” the report said.  

The report also takes the view that growth in product adoption for APOs will be found in the off-shore outsourcing market, particularly in Malaysia , Philippines, China, Australia and India. It reported that in these locations, “deployment of APO tools has increased traction as these tools help in differentiating outsourcers among competitors and demonstrating maximum savings and value additions.”

While workforce management and quality monitoring remain the products that drive the most growth in the APO market due to the ROI and the high value they provide end users, speech analytics is becoming another profit area for vendors as end users are finding it provides more in-depth knowledge of customer behavior.

Citing their positive impact on customer experience, the report said that more recent components of APO that are becoming increasing attractive to enterprises and contact centers are workflow analysis and root cause analysis.

The value end users place on APO technologies and the innovation the vendors have introduced to the market have enabled this market segment to avoid the harsh effects of the recession, the report said. It further indicated that with continued innovation and expansion into new markets, especially in areas with “rapidly developing economies,” the APO market should continue to thrive.

The full report is available from Global Industry Analysts, Inc. Companies profiled in the report include: Aspect Software, Inc, Autonomy Corporation PLC, Bay Bridge Decision Technologies, Inc, Calabrio, Inc, CallMiner, Inc, ClickFox, Inc, Enkata, Envision Telephony, Inc, Genesys Telecommunications Laboratories, Inc, GMT Corporation, HigherGround, Inc, Interactive Intelligence, Inc, InVision Software AG, Merced Systems, Inc, Nexidia, Inc, NICE Systems Ltd, TELEOPTI AB, Verint Systems Inc.,Voice Print International, Inc, Upstream Works Software Ltd., and UTOPY, Inc.

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Linda Dobel is a ContactCenterSolutions Contributor. She has been an editor in the contact center space for more than 25 years, and has the distinction of being the founding editor of Customer Inter@ction Solutions (CIS) magazine. To read more of her articles, please visit her columnist page.

Edited by Jennifer Russell