The industry is concentration, the key brand include NICE Ltd, Genesys, Verint Systems Inc, Aspect, Calabrio, Five9, Teleopti AB, ZOOM International, InVision AG, Upstream Works Software, Envision Telephony, CallMiner, CallFinder, HigherGround and so on.
With today’s complex and omnichannel customer journeys, executives and organizations should strive to get everything they can out of their workforce management system. The bottom line is that optimizing contact center and call center performance will help to develop a competitive advantage as agent productivity is improved, customers’ needs are proactively met, and, ultimately, revenues are increased.
A Workforce Management solution can have a profound impact on all areas of the customer service – from long-term planning and intraday management, to follow-up and performance management.
The market is growing at a very rapid pace and with rise in technological innovation, competition and M&A activities in the industry many local and regional vendors are offering specific application products for varied end-users. The new manufacturer entrants in the market are finding it hard to compete with the international vendors based on quality, reliability, and innovations in technology.
The industry is expected to remain innovation-led, with frequent acquisitions and strategic alliances adopted as the key strategies by the players to increase their industry presence. Market stays in mature period with a clear concentration.The Global Agent Performance Optimization (APO) Market Research Report 2017 report released by QYResearch provides a basic overview of the Agent Performance Optimization (APO) industry, including definition, classification, application and industrial chain structure. Discuss development policies and plans as well as manufacturing processes and cost structures.
The report then focuses on major industry players in Global, including company profiles, product images and specifications, sales, market share, and contact information. More importantly, the Agent Performance Optimization (APO) industry development trends and marketing channels were analyzed. Providing the main statistical data on the current status of the industry is a valuable guide and direction for companies and individuals interested in the market.
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