Global Agent Performance Optimization (APO) Industry

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Global Agent Performance Optimization (APO) Industry

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This report analyzes the worldwide markets for Agent Performance Optimization (APO) in US$ Million. The report provides separate comprehensive analytics for the US, Canada, 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 including 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, HigherGround, Inc., Interactive Intelligence, Inc., InVision 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.

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® 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™ APO Tool 37

Rainmaker Launches Rainmaker Connect, an Integrated Contact

Center Solution 38

NVoq™ 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™ Software 42

Envision Telephony Introduces Envision Centricity™ 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® 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® 48

Green Dot Selects NICE Actimize 48

Verint® 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™ 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!®7 Speech Analytics

Solution 55

E.ON Service Plus Expands Deployment of WFM System 56

GoDaddy.com Deploys Impact 360® WFM Solution of Verint 56

Bouygues Telecom Implements Advanced Impact 360® Quality

Monitoring Solution 57

Woolworths Implements Advanced Impact 360® 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 Lähikauppa 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®' 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

COMPETITIVE LANDSCAPE

Total Companies Profiled: 45

------------------------------------------

Region/Country Players

------------------------------------------

The United States 34

Canada 2

Europe 7

Germany 1

The United Kingdom 2

Rest of Europe 4

Asia-Pacific (Excluding Japan) 2

------------------------------------------

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