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Agent Performance Optimization (APO)

Abstract

This report analyzes the worldwide markets for Agent Performance Optimization (APO) in US$ Million. The report provides separate comprehensive analytics for the US, Canda, Japan, Europe, Asia-Pacific, Latin America, and Rest of World. Annual estimates and forecasts are provided for the period 2009 through 2017. A six-year historic analysis is also provided for these markets. The report profiles 45 companies includig many key and niche players such as 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, HiherGround, Inc., Interactive Intelligence, Inc., InVisiion 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. Market data and analytics are derived from primary and secondary research. Company profiles are mostly extracted from URL research and reported select online sources.

Table of Contents

1. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONS 1

  • Study Reliability and Reporting Limitations 1
  • Disclaimers 2
  • Data Interpretation & Reporting Level 3
    • Quantitative Techniques & Analytics 3
  • Product Definitions and Scope of Study 3
    • Agent Performance Optimization 3
    • Workforce Management 3
    • Quality Management 4
    • Contact Center Analytics 4
    • Performance Management 4
    • E-Learning 4

2. INDUSTRY OVERVIEW 5

  • A Synopsis 5
  • Current and Future Analysis 5
  • Market Primer 5
    • Table 1: Cost Distribution in a Typical Contact Center (2010): Percentage Share Breakdown by Cost Factors - Agents & Supervisors, Facilities, Contact Center Management & Analysis, Telecom & Networking, Technology Depreciation & Maintenance, Technology Support Labor and Miscellaneous Costs (includes corresponding Graph/Chart) 6
  • Impact of Recession on Contact Center Applications Market 7
    • Development of Enhanced Applications Pushes Growth in the Market 7

3. MARKET TRENDS & ISSUES 8

  • Performance Optimization and Speech Analytics Ensure Future Growth 8
  • A Unique Impact of Recession on the WFM Market 8
  • WFM Exhibits Counter Cyclical Growth through the Recession 8
    • A Positive Outlook 8
  • The Need for Appropriately Communicating Value Proposition 9
  • WFO Steers Past Recession by Focusing on Customer Needs 9
  • Data Handling - A Matter of High Significance 9
  • Sluggish Economy Shifts Enterprise Focus towards ' Customer Retention' 9
  • WFM Tools and the Crucial Aspect of Return on Investment 10
    • Essentials for Effective Implementation 10
  • Speech Analytics Holds Greater Potential 10
    • The Other Side of the Coin... 11
  • Speech Analytics Currently Hobbled by Limited Adoption 11
    • Mining ' Gold' from Speech Analytics 12
    • Current State of the Market 12
    • Outlook Ahead 12
  • CCPM Solutions Poised for a Bright Future 13
    • Software Penetration for Performance Management in Organizations 13
    • Table 2: Performance Management in Organizations (2008): Percentage Breakdown by Solution Types - In-house Developed Software, Vendor Provided Software, Paper-based and No-system (includes corresponding Graph/Chart) 14
    • Integration of Performance Management with WFO for Maximum Benefit 14
    • Deployment of Performance Analytics Challenged by Price Related Issues 15
  • CEA and DA - Two New Entrants in the Market for Contact Center Analytics 15
  • From ' Reactive' to ' Proactive' - Desktop Analytics Transform Contact Centers 15
  • E- Learning - Learning from Mistakes 16
  • Coaching - A Niche Module with High Potential 16

4. CONTACT CENTER WORKFORCE OPTIMIZATION (WFO) -AN OVERVIEW 17

  • Workforce Optimization Builds on Workforce Management 17
  • WFO Suites and its Modules 17
  • WFO Suites for Contact Centers - The Road Ahead 18
  • WFO Through the Recent Recession (2009) 18
    • Table 3: Global Market for WFO Solutions (2009): Percentage Breakdown of Share in Total Company GAAP Revenue by WFO Solution Vendors - Autonomy etalk, Verint, Nice, Aspect and Others (includes corresponding Graph/Chart) 19
    • The Market in 2010 19
    • Table 4: Global Market for Workforce Optimization (2010): Percentage Share Breakdown by Vendors - Nice, Verint, Aspect, Autonomy etalk, Interactive Intelligence, Calabrio, Envision, VPI and Others (includes corresponding Graph/Chart) 20
    • A Positive Outlook... 20
  • Recession-Induced Trends in the WFO Market 21

5. WFO MARKET TRENDS & ISSUES 22

  • Workforce Optimization - A Convergence of Contact Center Applications 22
  • Innovation Driving the Market 22
  • Agent Optimization Solutions Widen Scope 22
  • The Growth Trajectory 23
  • Software for Workforce Optimization 23
  • Nascent State of Development 24
  • Hosted/SaaS Models Fast Replacing Premise-Based Models 24
  • A Wider Choice for Customers 24
  • WFO Outside Contact Centers 25
  • WFO Suites for Small and Mid-sized Organizations 25
  • Individual Modules Vs. Suites 25
    • Illustration of value proposition for workforce optimization suites and related modules 26
  • The Regulatory Mechanism 26
  • R&D 27

6. SERVICE OVERVIEW 28

  • Contact Center 28
  • Agent Performance Optimization 28
    • Workforce Management 28
    • WFM Modules 29
    • Scheduling - A Key Aspect of Workforce Management 29
    • Quality Management 30
    • Call Center Analytics 30
    • Speech Analytics 30
    • Phonetic-based Products 31
    • Key Word Spotting 31
    • Large Vocabulary Continuous Speech Recognition 31
    • Call Recording Software 31
    • Call Recording Software Programs of Companies with Details of License and Latest Version of the Software 32
    • Performance Management and Performance Analytics 32
    • Focusing on ' Call Context' 33
    • Combing Speech and Performance Analytics - The Latest Trend 33
    • E-Learning 33

7. TEXT ANALYTICS - AN OVERVIEW 34

8. PRODUCT INTRODUCTIONS/LAUNCHES 35

  • VPI Introduces VPI EMPOWER 5.2 Range of Advanced Analytic Solutions 35
  • KnoahSoft Launches a Speech Analyzer Suitable for all Editions of its Harmony Suite 35
  • NICE Launches Real-Time Speech Analytics 36
  • NICE Launches PCI-Compliant Interaction Recording Solution 36
  • Aspect Introduces Aspect(r) Performance Management 7 WFO Solution 36
  • NICE Systems Launches Latest Version of NICE IEX WFM Solutions 37
  • IBM Introduces Real-Time Analytics Matching Platform 37
  • Zultys Introduces Mxreport(tm) APO Tool 37
  • Rainmaker Launches Rainmaker Connect, an Integrated Contact Center Solution 38
  • NVoq(tm) Introduces SayIt Speech-to-text Application for Call Center Agents 38
  • Calabrio Launches ' Calbrio One' Contact Center Solution Series 39
  • UTOPY Unveils New SpeechMiner 7.0 Speech Analytics Platform 40
  • UTOPY Launches Three New Contact Center Applications 40
  • Leap Analytix and CallMiner Introduce Novel Speech Analytic Services Solution 40
  • Enkata Launches Customer Experience Analyzer 40
  • Enkata Unveils Coach 3.0 Coaching Application for Contact Center Professionals 41
  • Enkata Introduces Customer Segment Analytics, an Advanced Analytics Solution 41
  • Enkata Introduces Enkata Activity Tracker 41
  • Envision Telephony Introduces Advanced Version of its WFM Solution 41
  • Nexidia Launches Nexidia AudioFinder 3.0 Application 42
  • VPI Launches New Version of VPI PERFORMANCE(tm) Software 42
  • Envision Telephony Introduces Envision Centricity(tm) 9.7 for Contact Center Professionals 43
  • Zeacom Launches ' Record and Evaluate' Module 43
  • NICE Systems Introduces Quality Optimization Solution 44
  • Teleopti Introduces Version 7 of Teleopti CCC Workforce Management Solution 44
  • Nexidia Rolls Out ESI-Quality Solution, a New Component in its ESI Suite 45
  • Nexidia Introduces ESI-Monitor Solution and Agent Assist Application 45
  • InVision Software Launches Version 4.7 of InVision Enterprise WFM Solution 45
  • Nexidia Rolls Out ESI Capture, a New Component in its ESI Suite 46
  • UTOPY Introduces OutPerform 6.0 and SpeechMiner(r) 6.0 APO Solutions 46
  • Verint Systems Introduces Impact 360 Coaching Solution 47

9. RECENT INDUSTRY ACTIVITY 48

  • Teleopti Enters into Partnership with CyberTech 48
  • Sabio Secures Contract from Office Depot for Deploying Impact 360(r) 48
  • Green Dot Selects NICE Actimize 48
  • Verint(r) Systems Acquires Iontas 49
  • Interactive Intelligence Takes Over Latitude Software 49
  • NICE System to Acquire E-Glue USA 50
  • NCCS Adds New Modules to Its WFM Solution 50
  • Teleopti Enters into Strategic Partnership with QPC 51
  • KnoahSoft Enters into Strategic Partnership with Teleopti 51
  • Teleopti Enters into Partnership with Presence Technology 51
  • Upstream Works Software Inks Partnership Agreement with Jacada 52
  • Knoahsoft Partners with Genesys to Increase Efficiency of Harmony(tm) APO Solution 52
  • Voice Print International Enters into Strategic Alliance with NACR 52
  • Nexidia and CyberTech Enter into Global Partnership Agreement 53
  • Nexidia Enters into Partnership with Merced Systems 53
  • InVision Software and HigherGround Enter into Strategic Partnership 53
  • InContact Collaborates with Verint Systems 53
  • GMT Inks Strategic Partnership Agreement with LiquidSpoke 54
  • GMT Inks Strategic Partnership Agreement with Knowlagent 54
  • GMT Signs Strategic Partnership Agreement with OpenSpan 54
  • AMERGY Appointed WFM Solution Seller in the Romanian and Austrian Market 55
  • InVision Software Selects Infratel as New Authorized Distribution Partner 55
  • GMT Shifts Corporate Headquarters to Concourse Business Park 55
  • CBE Group to Deploy CallMiner' s Eureka!(r)7 Speech Analytics Solution 55
  • E.ON Service Plus Expands Deployment of WFM System 56
  • GoDaddy.com Deploys Impact 360(r) WFM Solution of Verint 56
  • Bouygues Telecom Implements Advanced Impact 360(r) Quality Monitoring Solution 57
  • Woolworths Implements Advanced Impact 360(r) Workforce Optimization Suite 57
  • Unamic/HCN Selects InVision Software' s WFM Solutions for Multi-site Staff Scheduling 57
  • Canadian Consumer Finance Company Selects InVision Software' s WFM Software 58
  • Enkata Secures Contract from Leading Telecommunications Company 58
  • Harris Bank Chooses GMT for Branch Workforce Optimization 58
  • Novacroft Selects GMT WFO Solution for Its Northampton Call Center 59
  • Sussex Police Chooses GMT Planet for Its Contact Centers 59
  • Express Couriers Selects GMT for Its Contact Centers 59
  • TRFCU Bank Selects GMT for Optimizing Branch Workforce Requirements 59
  • Allianz Suisse Implements InVision Software' s WFM System 60
  • InVision Software Bags Order from Suomen Lahikauppa 60
  • Aspect Acquires Majority Assets of AIML and AIM Technology 60
  • Interactive Intelligence Takes Over AcroSoft 61
  • Envision Telephony Enters into Strategic Collaboration with BizPro 61
  • Nexidia Partners with Semafone 62
  • Zoom Inks Sales & Marketing Agreement with GMT 62
  • TantaComm Enters into Partnership Agreement with UTOPY 63
  • Altitude Software Enters into Strategic Partnership with Teleopti 63
  • UTOPY Enters into Distribution Partnership with INS Indriya 63
  • ClickFox Inks Analytics Contract with Leading Financial Services Company 64
  • AEFCU Selects ' GMT Planet(r)' Solution of GMT 64
  • Mechanics Bank Selects ' GMT On-Demand for Banking' Solution of GMT 64
  • The National Bank of Kuwait Selects GMT for Branch Workforce Optimization 64
  • WRB Communications Deploys CIC Suite of Interactive Intelligence 64
  • Ventura Selects Nexidia' s Enterprise Speech Intelligence Solution 65
  • BB&T Chooses NICE SmartCenter Solutions by NICE Systems 65
  • N-Allo Selects Applications of NICE Systems for Contact Centers 65

10. FOCUS ON SELECT GLOBAL PLAYERS 66

  • Aspect Software, Inc. (US) 66
  • Autonomy Corporation PLC (UK) 66
  • Bay Bridge Decision Technologies, Inc. (US) 66
  • Calabrio, Inc. (US) 67
  • CallMiner, Inc. (US) 67
  • ClickFox, Inc. (US) 67
  • Enkata (US) 67
  • Envision Telephony, Inc. (US) 68
  • Genesys Telecommunications Laboratories, Inc. (US) 68
  • GMT Corporation (US) 68
  • HigherGround, Inc. (US) 69
  • Interactive Intelligence, Inc. (US) 69
  • InVision Software AG (Germany) 69
  • Merced Systems, Inc. (US) 70
  • Nexidia, Inc (US) 70
  • NICE Systems Ltd (Israel) 70
  • TELEOPTI AB (Sweden) 71
  • Verint Systems Inc., (US) 71
  • Voice Print International, Inc (US) 72
  • Upstream Works Software Ltd (Canada) 72
  • UTOPY, Inc. (US) 72

11. GLOBAL MARKET PERSPECTIVE 73

  • Table 5: World Recent Past, Current & Future Analysis for Agent Performance Optimization by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (Excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart) 73
  • Table 6: World Historic Review for Agent Performance Optimization by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (Excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart) 74
  • Table 7: World 15-Year Perspective for Agent Performance Optimization by Geographic Region - Percentage Breakdown of Dollar Revenues for US, Canada, Japan, Europe, Asia- Pacific (Excluding Japan), Latin America and Rest of World Markets for Years 2003, 2010 & 2017 (includes corresponding Graph/Chart) 75

12. THE UNITED STATES 76

  • A. Market Analysis 76
    • Outlook 76
    • Market Overview 76
    • Vendors Move up the Value Chain during Recession 77
    • Issues Concerning North American APO Vendors Post Recession 77
    • Hosted Vs. Premise-based Tools 78
    • Barriers and Motivators to Hosting 79
    • Hosting Service Providers 79
    • Product Introductions/Launches 80
    • Recent Industry Activity 88
    • Key Players 97
  • B. Market Analytics 102
    • Table 8: US Recent Past, Current & Future Analysis for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart) 102
    • Table 9: US Historic Review for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart) 103

13. CANADA 104

  • A. Market Analysis 104
    • Outlook 104
    • Recent Industry Activity 104
    • Key Player 105
  • B. Market Analytics 105
    • Table 10: Canadian Recent Past, Current & Future Analysis for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart) 105
    • Table 11: Canadian Historic Review for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart) 106

14. JAPAN 107

  • A. Market Analysis 107
    • Outlook 107
  • B. Market Analytics 107
    • Table 12: Japanese Recent Past, Current & Future Analysis for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart) 107
    • Table 13: Japanese Historic Review for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart) 108

15. EUROPE 109

  • A. Market Analysis 109
    • Outlook 109
    • Overview of the Market in the EMEA 109
    • The Market through the Recession... 110
    • Competition 110
  • B. Market Analytics 111
    • Table 14: European Recent Past, Current & Future Analysis for Agent Performance Optimization by Geographic Region - France, Germany, Italy, UK, Spain, Russia, The Netherlands, Sweden and Rest of Europe Markets Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart) 111
    • Table 15: European Historic Review of Agent Performance Optimization by Geographic Region - France, Germany, Italy, UK, Spain, Russia, The Netherlands, Sweden and Rest of Europe Markets Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart) 112
    • Table 16: European 15-Year Perspective for Agent Performance Optimization by Geographic Region - Percentage Breakdown of Dollar Revenues for France, Germany, Italy, UK, Spain, Russia, The Netherlands, Sweden and Rest of Europe Markets for Years 2003, 2010 & 2017 (includes corresponding Graph/Chart) 113

15a. FRANCE 114

  • A. Market Analysis 114
    • Outlook 114
  • B. Market Analytics 114
    • Table 17: French Recent Past, Current & Future Analysis for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart) 114
    • Table 18: French Historic Review for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart) 115

15b. GERMANY 116

  • A. Market Analysis 116
    • Outlook 116
    • Product Introductions/ Launches 116
    • Recent Industry Activity 116
    • Key Player 119
  • B. Market Analytics 120
    • Table 19: German Recent Past, Current & Future Analysis for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart) 120
    • Table 20: German Historic Review for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart) 120

15c. ITALY 121

  • A. Market Analysis 121
    • Outlook 121
  • B. Market Analytics 121
    • Table 21: Italian Recent Past, Current & Future Analysis for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart) 121
    • Table 22: Italian Historic Review for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart) 122

15d. THE UNITED KINGDOM 123

  • A. Market Analysis 123
    • Outlook 123
    • Recent Industry Activity 123
    • Key Player 124
  • B. Market Analytics 125
    • Table 23: UK Recent Past, Current & Future Analysis for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart) 125
    • Table 24: UK Historic Review for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart) 126

15e. SPAIN 127

  • A. Market Analysis 127
    • Outlook 127
  • B. Market Analytics 127
    • Table 25: Spanish Recent Past, Current & Future Analysis for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart) 127
    • Table 26: Spanish Historic Review for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart) 128

15f. RUSSIA 129

  • A. Market Analysis 129
    • Outlook 129
  • B. Market Analytics 129
    • Table 27: Russian Recent Past, Current & Future Analysis for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart) 129
    • Table 28: Russian Historic Review for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart) 130

15g. THE NETHERLANDS 131

  • A. Market Analysis 131
    • Outlook 131
  • B. Market Analytics 131
    • Table 29: The Netherlands Recent Past, Current & Future Analysis for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart) 131
    • Table 30: The Netherlands Historic Review for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart) 132

15h. SWEDEN 133

  • A. Market Analysis 133
    • Outlook 133
    • Product Introductions/ Launches 133
    • Recent Industry Activity 133
    • Key Player 135
  • B. Market Analytics 136
    • Table 31: Swedish Recent Past, Current & Future Analysis for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart) 136
    • Table 32: Swedish Historic Review for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart) 136

15i. REST OF EUROPE 137

  • A. Market Analysis 137
    • Outlook 137
    • Recent Industry Activity 137
  • B. Market Analytics 138
    • Table 33: Rest of Europe Recent Past, Current & Future Analysis for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart) 138
    • Table 34: Rest of Europe Historic Review for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart) 138

16. ASIA-PACIFIC 139

  • A. Market Analysis 139
    • Outlook 139
    • APAC - The Outsourcing Hub 139
    • Contact Center Outsourcing Market in APAC - The Impact of Recession 139
    • Table 35: Contact Center Outsourcing Market in APAC (2010): Percentage Share Breakdown by Source Countries - US, UK and Rest of World (includes corresponding Graph/Chart) 140
    • Scope Widens for Outsourcers - From Pure Players to BPOs 140
    • Small and Medium Businesses Evince Interest in Offshoring 140
    • Automation and Self-Service Applications on the Rise 140
  • B. Market Analytics 141
    • Table 36: Asia-Pacific Recent Past, Current & Future Analysis for Agent Performance Optimization by Geographic Region - China, India, Philippines and Rest of Asia-Pacific Markets Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart) 141
    • Table 37: Asia-Pacific Historic Review for Agent Performance Optimization by Geographic Region - China, India, Philippines and Rest of Asia-Pacific Markets Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart) 142
    • Table 38: Asia-Pacific 15-Year Perspective for Agent Performance Optimization by Geographic Region - Percentage Breakdown of Dollar Revenues for China, India, Philippines and Rest of Asia-Pacific Markets for Years 2003, 2010 & 2017 (includes corresponding Graph/Chart) 143

16a. CHINA 144

  • A. Market Analysis 144
    • Outlook 144
  • B. Market Analytics 144
    • Table 39: Chinese Recent Past, Current & Future Analysis for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart) 144
    • Table 40: Chinese Historic Review for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart) 145

16b. INDIA 146

  • A. Market Analysis 146
    • Outlook 146
    • Indian Market for Contact Center Solutions 146
    • Current State of the Market 146
    • Future Prospects... 146
    • Few Vital Statistics 147
    • Table 41: The Indian Market for Contact Center Solutions (2009): Percentage Share Breakdown by Segments - Inbound Software, Outbound Software, QM & WFM, IVR and Others (Chat and E-Mail) (includes corresponding Graph/Chart) 147
    • Table 42: The Indian Market for Contact Center Solutions (2009): Percentage Share Breakdown by Industry Verticals - BPO, Telco, BFSI and Others (Govt., Travel and Hospitality) (includes corresponding Graph/Chart) 147
    • Table 43: The Indian Market for Contact Center Solutions (2009): Percentage Share Breakdown by Horizontal Segments - Large Enterprises (more than 300 agents), Medium Enterprises (between 50 and 300 agents) and Small Enterprises (less than 50 agents) (includes corresponding Graph/Chart) 148
  • B. Market Analytics 148
    • Table 44: Indian Recent Past, Current & Future Analysis for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart) 148
    • Table 45: Indian Historic Review for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart) 149

16c. PHILIPPINES 150

  • A. Market Analysis 150
    • Outlook 150
    • Philippines the New Favorite of US Enterprises 150
  • B. Market Analytics 150
    • Table 46: Philippines Recent Past, Current & Future Analysis for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart) 150
    • Table 47: Philippines Historic Review for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart) 151

16d. REST OF ASIA-PACIFIC 152

  • A. Market Analysis 152
    • Outlook 152
    • The ' Do-Not-Call' Legislation Hampers Telemarketing in Australia 152
  • B. Market Analytics 152
    • Table 48: Rest of Asia-Pacific Recent Past, Current & Future Analysis for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart) 152
    • Table 49: Rest of Asia-Pacific Historic Review for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart) 153

17. LATIN AMERICA 154

  • A. Market Analysis 154
    • Outlook 154
    • Fierce Competition Among Vendors 154
  • B. Market Analytics 155
    • Table 50: Latin American Recent Past, Current & Future Analysis for Agent Performance Optimization by Geographic Region - Brazil, Mexico and Rest of Latin America Markets Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart) 155
    • Table 51: Latin American Historic Review for Agent Performance Optimization by Geographic Region - Brazil, Mexico and Rest of Latin America Markets Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart) 156
    • Table 52: Latin American 15-Year Perspective for Agent Performance Optimization by Geographic Region - Percentage Breakdown of Dollar Revenues for Brazil, Mexico and Rest of Latin America Markets for Years 2003, 2010 & 2017 (includes corresponding Graph/Chart) 157

17a. BRAZIL 158

  • A. Market Analysis 158
    • Outlook 158
  • B. Market Analytics 158
    • Table 53: Brazilian Recent Past, Current & Future Analysis for Agent Performance Optimization Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart) 158
    • Table 54: Brazilian Historic Review for Agent Performance Optimization Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart) 159

17b. MEXICO 160

  • A. Market Analysis 160
    • Outlook 160
    • Recent Industry Activity 160
  • B. Market Analytics 161
    • Table 55: Mexican Recent Past, Current & Future Analysis for Agent Performance Optimization Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart) 161
    • Table 56: Mexican Historic Review for Agent Performance Optimization Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart) 161

17c. REST OF LATIN AMERICA 162

  • A. Market Analysis 162
    • Outlook 162
  • B. Market Analytics 162
    • Table 57: Rest of Latin America Recent Past, Current & Future Analysis for Agent Performance Optimization Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart) 162
    • Table 58: Rest of Latin America Historic Review for Agent Performance Optimization Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart) 163

18. REST OF WORLD 164

  • A. Market Analysis 164
    • Outlook 164
    • Product Introductions/ Launches 164
    • Recent Industry Activity 165
    • Key Player 167
  • B. Market Analytics 168
    • Table 59: Rest of World Recent Past, Current & Future Analysis for Agent Performance Optimization Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart) 168
    • Table 60: Rest of World Historic Review for Agent Performance Optimization Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart) 168

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