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

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Emphasis on Component (Quality Monitoring and Workflow Management Software); Applications (Small and Medium Enterprises and Large Enterprises); Region/Country.

Pages:

150

Table:

48

Figure:

96

Report ID:

UMTI211566

Geography:

Clear
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Report Description
Table of content
Research Methodology

Report Description

Agent Performance Optimization Market 2
Agent Performance Optimization Market 2

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.

Reasons to buy this report:

  • The study includes market sizing and forecasting analysis validated by authenticated key industry experts.
  • The report presents a quick review of overall industry performance at one glance.
  • 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:

The global agent performance optimization market can further be customized as per the requirement or any other market segment. Besides this, UMI understands that you may have your own business needs, hence feel free to connect with us to get a report that completely suits your requirements.

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1.1.Market Definitions
1.2.Main Objective
1.3.Stakeholders
1.4.Limitation

 

2.1.Research Process of the Agent Performance Optimization Market
2.2.Research Methodology of the Agent Performance Optimization Market
2.3.Respondent Profile

 

3MARKET SYNOPSIS

 

4EXECUTIVE SUMMARY

 

5IMPACT OF COVID-19 ON THE AGENT PERFORMANCE OPTIMIZATION MARKET

 

6AGENT PERFORMANCE OPTIMIZATION MARKET REVENUE, 2020-2028F

 

7.1.Quality Monitoring
7.2.Workflow management software 

 

8.1.Small and medium enterprise
8.2.Large enterprises

 

9.1.North America   
 9.1.1.U.S. 
 9.1.2.Canada 
 9.1.3.Rest of North America
9.2.Europe   
 9.2.1.Germany 
 9.2.2.U.K. 
 9.2.3.France 
 9.2.4.Italy 
 9.2.5.Spain 
 9.2.6.Rest of Europe
9.3.Asia-Pacific  
 9.3.1.China 
 9.3.2.Japan 
 9.3.3.India 
 9.3.4.Rest of Asia-Pacific
9.4.Rest of World  

 

10.1.Market Drivers
10.2.Market Challenges
10.3.Impact Analysis

 

11AGENT PERFORMANCE OPTIMIZATION MARKET OPPORTUNITIES

 

12AGENT PERFORMANCE OPTIMIZATION MARKET TRENDS

 

13.1.Demand Side Analysis
13.2.Supply Side Analysis

 

14VALUE CHAIN ANALYSIS

 

15.1.Competitive Landscape
 15.1.1.Porters Five Forces Analysis

 

16.1.Micro Focus
16.2.Alvaria 
16.3.Calabrio Inc
16.4.NICE 
16.5.CallMiner 
16.6.ClickFox Inc
16.7.Genesys 
16.8.Enkata Technologies Inc
16.9.InVisionApp Inc
16.10.Five9, Inc 

 

17DISCLAIMER

 

Research Methodology

Research Methodology for the Agent Performance Optimization Market Analysis (2022-2028)

Analyzing the historical market, estimating the current market, and forecasting the future market of the global agent performance optimization market were the three major steps undertaken to create and analyze the adoption of agent performance optimizations in major regions globally. Exhaustive secondary research was conducted to collect the historical market numbers and estimate the current market size. Secondly, to validate these insights, numerous findings and assumptions were taken into consideration. Moreover, exhaustive primary interviews were also conducted, with industry experts across the value chain of the global Agent Performance Optimization market. Post assumption and validation of market numbers through primary interviews, we employed a top-down/bottom-up approach to forecasting the complete market size. Thereafter, market breakdown and data triangulation methods were adopted to estimate and analyze the market size of segments and sub-segments of the industry pertains to. Detailed methodology is explained below:

Analysis of Historical Market Size

Step 1: In-Depth Study of Secondary Sources:

Detail secondary study was conducted to obtain the historical market size of the agent performance optimization market through company internal sources such as annual reports & financial statements, performance presentations, press releases, etc., and external sources including journals, news & articles, government publications, competitor publications, sector reports, third-party database, and other credible publications.

Step 2: Market Segmentation:

After obtaining the historical market size of the agent performance optimization market, we conducted a detailed secondary analysis to gather historical market insights and share for different segments & sub-segments for major regions. Major segments are included in the report as component, and application. Further country-level analyses were conducted to evaluate the overall adoption of testing models in that region.

Step 3: Factor Analysis:

After acquiring the historical market size of different segments and sub-segments, we conducted a detailed factor analysis to estimate the current market size of the Agent Performance Optimization market. Further, we conducted factor analysis using dependent and independent variables such as component, and application of agent performance optimizations. A thorough analysis was conducted for demand and supply-side scenarios considering top partnerships, mergers and acquisitions, business expansion, and product launches in the agent performance optimization market sector across the globe.

Current Market Size Estimate & Forecast

Current Market Sizing: Based on actionable insights from the above 3 steps, we arrived at the current market size, key players in the global agent performance optimization market, and market shares of the segments. All the required percentage shares split, and market breakdowns were determined using the above-mentioned secondary approach and were verified through primary interviews.

Estimation & Forecasting: For market estimation and forecast, weights were assigned to different factors including drivers & trends, restraints, and opportunities available for the stakeholders. After analyzing these factors, relevant forecasting techniques i.e., the top-down/bottom-up approach were applied to arrive at the market forecast for 2028 for different segments and sub-segments across the major markets globally. The research methodology adopted to estimate the market size encompasses:

  • The industry’s market size, in terms of revenue (USD) and the adoption rate of the agent performance optimization market across the major markets domestically
  • All percentage shares, splits, and breakdowns of market segments and sub-segments
  • Key players in the global agent performance optimization market in terms of products offered. Also, the growth strategies adopted by these players to compete in the fast-growing market

Market Size and Share Validation

Primary Research: In-depth interviews were conducted with the Key Opinion Leaders (KOLs) including Top Level Executives (CXO/VPs, Sales Head, Marketing Head, Operational Head, Regional Head, Country Head, etc.) across major regions. Primary research findings were then summarized, and statistical analysis was performed to prove the stated hypothesis. Inputs from primary research were consolidated with secondary findings, hence turning information into actionable insights.

Split of Primary Participants in Different Regions

Agent Performance Optimization Market 1
Agent Performance Optimization Market 1

Market Engineering

The data triangulation technique was employed to complete the overall market estimation and to arrive at precise statistical numbers for each segment and sub-segment of the global agent performance optimization market. Data was split into several segments & sub-segments post studying various parameters and trends in the areas of component and application in the global Agent Performance Optimization market.

The main objective of the Global Agent Performance Optimization Market Study

The current & future market trends of the global agent performance optimization market were pinpointed in the study. Investors can gain strategic insights to base their discretion for investments on the qualitative and quantitative analysis performed in the study. Current and future market trends determined the overall attractiveness of the market at a regional level, providing a platform for the industrial participant to exploit the untapped market to benefit from a first-mover advantage. Other quantitative goals of the studies include:

  • Analyze the current and forecast market size of the agent performance optimization market in terms of value (USD). Also, analyze the current and forecast market size of different segments and sub-segments
  • Segments in the study include areas of component and application.
  • Define and analysis of the regulatory framework for the agent performance optimization
  • Analyze the value chain involved with the presence of various intermediaries, along with analyzing customer and competitor behaviors of the industry.
  • Analyze the current and forecast market size of the agent performance optimization market for the major region.
  • Major countries of regions studied in the report include Asia Pacific, Europe, North America, and the Rest of the World.
  • Company profiles of the Agent Performance Optimization market and the growth strategies adopted by the market players to sustain in the fast-growing market
  • Deep dive regional level analysis of the industry

You can also purchase parts of this report. Do you want to check out a section wise price list?