Agent Performance Optimization Market: Current Analysis and Forecast (2022-2028)

Global Agent Performance Optimization Market is expected to grow at a significant rate of around 12% during the forecast period. Agent performance optimization is commonly used in agent-centric technology contact centers. These contact center software's primary goals are to lower labour costs, boost agent productivity, and raise service standards. These technologies support managers in scheduling, anticipating agent needs, evaluating agent performance, and enhancing outcomes. These technologies produce measurable, quantitative outcomes including rapid payback periods and favorable return on investment. The global agent performance optimization market is expected to rise at a considerable rate due to the above advantages.

The increasing emphasis on improving the customer experience through customer-agent interaction, particularly in new industries, and the expanding use of smartphones and high-speed internet are the main factors driving market expansion. Furthermore, growing use of new and advanced technologies, particularly in developing nations and rising investment in labour management and quality control, coupled with the expansion of the IT sector in emerging markets like China and India will all further impede market growth. Furthermore, the outsourcing activities in the developed nations are also expected to drive the market during the analysis time period. For instance, according to Zippia.com, 66% of businesses in the United States outsource at least one of their departments.

Micro Focus, Alvaria,Calabrio Inc, NICE, CallMiner, ClickFox Inc, Genesys, Enkata Technologies Inc, InVisionApp Inc, Five9, Inc are some of the key players in the market. Several M&As along with partnerships have been undertaken by these players to facilitate customers with hi-tech and innovative products/technologies.

Insights Presented in the Report:

"Amongst component, quality monitoring category to witness robust CAGR during the forecast period"

Based on component, the market is segmented into quality monitoring and workflow management software. The quality monitoring software is expected to grow with a significant CAGR during the forecast period. Quality monitoring (QM) software allows users to record, capture, analyze and improve interactions between agents and customers these features of agent performance optimization quality monitoring software is expected to drive the segment growth during the forecast period. Moreover, the quality monitoring softwares helps organizations to provide best customer service, which helps them to differentiate themselves from the competition. Additionally, workforce management (WFM), used as a predictive tool to estimate call volume based on historical patterns, helps optimize agent performance.

"Amongst application, the large enterprises to hold a significant share in the market in 2020"

Based on application, the market is segmented into small and medium enterprises and large enterprises. The large organization segment is expected to achieve a significant market share during the forecast period. The growing adoption of agent performance optimization in large enterprises is mainly attributed to the number of employees that a large organization has. Furthermore, the large organization invests heavily in labor which makes it a necessity for them to opt for an agent performance optimization.

"North America to hold a significant share in the market"

In 2020, North America held a significant share of the global agent performance optimization market. The growth in the region is mainly attributed to the growing prevalence of advanced IT infrastructure and the increasing number of global outsourcing hubs in the region is expected to drive the market in the region. For instance, according to capital counselor, approximately 300000 jobs are outsourced by the U.S. Furthermore, the presence of key market players in the region coupled with growing outsourcing activities in the region is expected to drive the market during the forecast period.

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The study includes market sizing and forecasting analysis validated by authenticated key industry experts.

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The report covers an in-depth analysis of prominent industry peers with a primary focus on key business financials, product portfolio, expansion strategies, and recent developments.

Detailed examination of drivers, restraints, key trends, and opportunities prevailing in the industry.

The study comprehensively covers the market across different segments.

Deep dive regional level analysis of the industry.

Customization Options:

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