According to a new report published by UnivDatos Markets Insights, the Agent Performance Optimization Market was valued at more than USD 400 million in 2020 and is expected to grow at a CAGR of around 12% from 2022-2028.
According to a new report published by UnivDatos Markets Insights, the Agent Performance Optimization Market was valued at more than USD 400 million in 2020 and is expected to grow at a CAGR of around 12% from 2022-2028. The analysis has been segmented into Component (Quality Monitoring and Workflow Management Software); Applications (Small and Medium Enterprises and Large Enterprises); Region/Country.
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The agent performance optimization market report has been aggregated by collecting informative data on various dynamics such as market drivers, restraints, and opportunities. This innovative report makes use of several analyses to get a closer outlook on the Agent Performance Optimization market. The agent performance optimization market report offers a detailed analysis of the latest industry developments and trending factors in the market that are influencing the market growth. Furthermore, this statistical market research repository examines and estimates the agent performance optimization market at the global and regional levels.
Market Overview
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.
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.
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COVID-19 Impact
The recent covid-19 pandemic has disrupted the world and has brought a state of shock to the global economy. The outbreak changed everything around the world. As the epidemic continued to spread across the globe, various countries were implementing lockdowns, maintaining social distancing, using face masks or shields, and implementing transport bans in all manufacturing, education, and business sectors, taking initiatives to control the spread of the virus. In a similar way, the pandemic has impacted the agent performance optimization market. Due the work from home protocols, the demand for agent performance optimization solutions witnessed heavy demands, however due to disrupted supply chains the products delivery delayed.
The global agent performance optimization market report is studied thoroughly with several aspects that would help stakeholders in making their decisions more curated.
· 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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Agent Performance Optimization Market Geographical Segmentation Includes:
· North America (United States, Canada, and Rest of North America)
· Europe (Germany, United Kingdom, Spain, Italy, France, and the Rest of Europe)
· Asia-Pacific (China, Japan, India, and the Rest of Asia-Pacific)
· Rest of the World
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. 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.
The major players targeting the market include
· Micro Focus
· Alvaria
· Calabrio Inc
· NICE
· CallMiner
· ClickFox Inc
· Genesys
· Enkata Technologies Inc
· InVisionApp Inc
· Five9, Inc
Competitive Landscape
The degree of competition among prominent global companies has been elaborated by analyzing several leading key players operating worldwide. The specialist team of research analysts sheds light on various traits such as global market competition, market share, most recent industry advancements, innovative product launches, partnerships, mergers, or acquisitions by leading companies in the Agent Performance Optimization market. The major players have been analyzed by using research methodologies for getting insight views on global competition.
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Key questions resolved through this analytical market research report include:
• What are the latest trends, new patterns, and technological advancements in the agent performance optimization market?
• Which factors are influencing the agent performance optimization market over the forecast period?
• What are the global challenges, threats, and risks in the agent performance optimization market?
• Which factors are propelling and restraining the agent performance optimization market?
• What are the demanding global regions of the agent performance optimization market?
• What will be the global market size in the upcoming years?
• What are the crucial market acquisition strategies and policies applied by global companies?
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