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Market Research Report

Agent Performance Optimization (APO)

Published by Global Industry Analysts, Inc. Product code 210355
Published Content info 482 Pages
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Agent Performance Optimization (APO)
Published: August 1, 2011 Content info: 482 Pages
Description

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
Product Code: MCP-6706

Table of Contents

1. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONS

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

2. INDUSTRY OVERVIEW

  • A Synopsis
  • Current and Future Analysis
  • Market Primer
    • 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)
  • Impact of Recession on Contact Center Applications Market
    • Development of Enhanced Applications Pushes Growth in the Market

3. MARKET TRENDS & ISSUES

  • Performance Optimization and Speech Analytics Ensure Future Growth
  • A Unique Impact of Recession on the WFM Market
  • WFM Exhibits Counter Cyclical Growth through the Recession
    • A Positive Outlook
  • The Need for Appropriately Communicating Value Proposition
  • WFO Steers Past Recession by Focusing on Customer Needs
  • Data Handling - A Matter of High Significance
  • Sluggish Economy Shifts Enterprise Focus towards ' Customer Retention'
  • WFM Tools and the Crucial Aspect of Return on Investment
    • Essentials for Effective Implementation
  • Speech Analytics Holds Greater Potential
    • The Other Side of the Coin...
  • Speech Analytics Currently Hobbled by Limited Adoption
    • Mining ' Gold' from Speech Analytics
    • Current State of the Market
    • Outlook Ahead
  • CCPM Solutions Poised for a Bright Future
    • Software Penetration for Performance Management in Organizations
    • 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)
    • Integration of Performance Management with WFO for Maximum Benefit
    • Deployment of Performance Analytics Challenged by Price Related Issues
  • CEA and DA - Two New Entrants in the Market for Contact Center Analytics
  • From ' Reactive' to ' Proactive' - Desktop Analytics Transform Contact Centers
  • E- Learning - Learning from Mistakes
  • Coaching - A Niche Module with High Potential

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

  • Workforce Optimization Builds on Workforce Management
  • WFO Suites and its Modules
  • WFO Suites for Contact Centers - The Road Ahead
  • WFO Through the Recent Recession (2009)
    • 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)
    • The Market in 2010
    • 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)
    • A Positive Outlook...
  • Recession-Induced Trends in the WFO Market

5. WFO MARKET TRENDS & ISSUES

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

6. SERVICE OVERVIEW

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

7. TEXT ANALYTICS - AN OVERVIEW

8. PRODUCT INTRODUCTIONS/LAUNCHES

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

9. RECENT INDUSTRY ACTIVITY

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

10. FOCUS ON SELECT GLOBAL PLAYERS

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

11. GLOBAL MARKET PERSPECTIVE

  • 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 2 through 2017 (includes corresponding Graph/Chart)
  • 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)
  • 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)

12. THE UNITED STATES

  • A. Market Analysis
    • Outlook
    • Market Overview
    • Vendors Move up the Value Chain during Recession
    • Issues Concerning North American APO Vendors Post Recession
    • Hosted Vs. Premise-based Tools
    • Barriers and Motivators to Hosting
    • Hosting Service Providers
    • Product Introductions/Launches
    • Recent Industry Activity
    • Key Players
  • B. Market Analytics
    • 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)
    • Table 9: US Historic Review for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2 through 2008 (includes corresponding Graph/Chart)

13. CANADA

  • A. Market Analysis
    • Outlook
    • Recent Industry Activity
    • Key Player
  • B. Market Analytics
    • 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)
    • 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)

14. JAPAN

  • A. Market Analysis
    • Outlook
  • B. Market Analytics
    • 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)
    • 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)

15. EUROPE

  • A. Market Analysis
    • Outlook
    • Overview of the Market in the EMEA
    • The Market through the Recession...
    • Competition
  • B. Market Analytics
    • 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 2 through 2017 (includes corresponding Graph/Chart)
    • 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)
    • 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)

15a. FRANCE

  • A. Market Analysis
    • Outlook
  • B. Market Analytics
    • 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)
    • 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)

15b. GERMANY

  • A. Market Analysis
    • Outlook
    • Product Introductions/ Launches
    • Recent Industry Activity
    • Key Player
  • B. Market Analytics
    • 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)
    • 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)

15c. ITALY

  • A. Market Analysis
    • Outlook
  • B. Market Analytics
    • 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)
    • 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)

15d. THE UNITED KINGDOM

  • A. Market Analysis
    • Outlook
    • Recent Industry Activity
    • Key Player
  • B. Market Analytics
    • 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)
    • Table 24: UK Historic Review for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2 through 2008 (includes corresponding Graph/Chart)

15e. SPAIN

  • A. Market Analysis
    • Outlook
  • B. Market Analytics
    • 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)
    • 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)

15f. RUSSIA

  • A. Market Analysis
    • Outlook
  • B. Market Analytics
    • 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)
    • 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)

15g. THE NETHERLANDS

  • A. Market Analysis
    • Outlook
  • B. Market Analytics
    • 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)
    • 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)

15h. SWEDEN

  • A. Market Analysis
    • Outlook
    • Product Introductions/ Launches
    • Recent Industry Activity
    • Key Player
  • B. Market Analytics
    • 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)
    • 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)

15i. REST OF EUROPE

  • A. Market Analysis
    • Outlook
    • Recent Industry Activity
  • B. Market Analytics
    • 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)
    • 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)

16. ASIA-PACIFIC

  • A. Market Analysis
    • Outlook
    • APAC - The Outsourcing Hub
    • Contact Center Outsourcing Market in APAC - The Impact of Recession
    • 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)
    • Scope Widens for Outsourcers - From Pure Players to BPOs
    • Small and Medium Businesses Evince Interest in Offshoring
    • Automation and Self-Service Applications on the Rise
  • B. Market Analytics
    • 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)
    • 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)
    • 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)

16a. CHINA

  • A. Market Analysis
    • Outlook
  • B. Market Analytics
    • 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)
    • 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)

16b. INDIA

  • A. Market Analysis
    • Outlook
    • Indian Market for Contact Center Solutions
    • Current State of the Market
    • Future Prospects...
    • Few Vital Statistics
    • 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)
    • 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)
    • 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)
  • B. Market Analytics
    • 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)
    • 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)

16c. PHILIPPINES

  • A. Market Analysis
    • Outlook
    • Philippines the New Favorite of US Enterprises
  • B. Market Analytics
    • 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)
    • 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)

16d. REST OF ASIA-PACIFIC

  • A. Market Analysis
    • Outlook
    • The ' Do-Not-Call' Legislation Hampers Telemarketing in Australia
  • B. Market Analytics
    • 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)
    • 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)

17. LATIN AMERICA

  • A. Market Analysis
    • Outlook
    • Fierce Competition Among Vendors
  • B. Market Analytics
    • 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)
    • 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)
    • 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, 2 & 2017 (includes corresponding Graph/Chart)

17a. BRAZIL

  • A. Market Analysis
    • Outlook
  • B. Market Analytics
    • 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)
    • Table 54: Brazilian Historic Review for Agent Performance Optimization Independently Analyzed with Annual Revenues in US$ Million for Years 2 through 2008 (includes corresponding Graph/Chart)

17b. MEXICO

  • A. Market Analysis
    • Outlook
    • Recent Industry Activity
  • B. Market Analytics
    • 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)
    • Table 56: Mexican Historic Review for Agent Performance Optimization Independently Analyzed with Annual Revenues in US$ Million for Years 2 through 2008 (includes corresponding Graph/Chart)

17c. REST OF LATIN AMERICA

  • A. Market Analysis
    • Outlook
  • B. Market Analytics
    • 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)
    • 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)

18. REST OF WORLD

  • A. Market Analysis
    • Outlook
    • Product Introductions/ Launches
    • Recent Industry Activity
    • Key Player
  • B. Market Analytics
    • 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)
    • 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)

COMPETITIVE LANDSCAPE

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