Global Agent Performance Optimization Market is expected to foresee significant growth. North America to lead the growth!

• Vikas Kumar
• January 12, 2023
• NEWS, TELECOM & IT
• Agent Performance Optimization Market, Agent Performance Optimization Market Analysis, Agent Performance Optimization Market Growth, Agent Performance Optimization Market Share, Agent Performance Optimization Market Size, Agent Performance Optimization Market Trend
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Agent performance optimization is widely used in agent-centric technology contact centers. Fundamentally, these contact center applications are aimed at reducing labor costs, increasing agent effectiveness, and improving service levels. These tools help managers plan schedules, anticipate agent needs, measure agent performance, analyze results, and improve results. These systems deliver tangible and quantifiable results such as short payback periods and attractive ROI. Agent performance optimization tools help outsourcers differentiate themselves from the competition by demonstrating maximum savings and value and using experts for outsourcing. For instance, according to capital counselor, approximately 300000 jobs are outsourced by the United States of America.

The agent performance optimization market is expected to grow at a steady rate of around 12% owing to the significant changes and enrichment of the agent performance optimization technologies. The growing adoption is attributed to the growing application of agent performance systems in various industries which is expected to stimulate the market growth during the forecast period. Moreover, rising demand for outsourcing contact center operations is expected to act as a significant force driving the agent performance optimization market. Furthermore, the agent performance optimization (APO) market is expected to continue to thrive due to continued innovation and expansion into new markets where the economy is developing rapidly.

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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.

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.

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For a better understanding of the market adoption of the agent performance optimization industry, the market is analyzed based on its worldwide presence in the countries such as North America (U.S., Canada, Rest of North America), Europe (Germany, U.K., France, Spain, Italy, Rest of Europe), Asia-Pacific (China, Japan, India, Rest of Asia-Pacific), Rest of World. The North America region the largest market share during the forecast period. The growth in the region is mainly attributed to the growing prevalence of advanced IT infrastructure and the increasing number of global outsourcing hubs. 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.

Some of the major players operating in the market include Micro Focus, Alvaria,Calabrio Inc, NICE, CallMiner, ClickFox Inc, Genesys, Enkata Technologies Inc, InVisionApp Inc, Five9, Inc.

Global Agent Performance Optimization Market Segmentation

Market Insight, by Component

• Quality Monitoring
• Workflow management software

Market Insight, by Application

• Small and medium enterprise
• Large enterprises

Market Insight, by Region

• North America
  •  US
  •  Canada
  •  Rest of North America
• Europe
• Germany
• United Kingdom
• France
• Italy
• Spain
• Rest of Europe
• Asia-Pacific
  • China
  • Japan
  • India
  • Rest of Asia-Pacific
• Rest of the World

Top Company Profiles

• Micro Focus
• Alvaria
• Calabrio Inc
• NICE
• CallMiner
• ClickFox Inc
• Genesys
• Enkata Technologies Inc
• InVisionApp Inc
• Five9, Inc