28-Jul-2021 | Market Research Store
Findings from Market Research Store report “Agent Performance Optimization (APO) Market By Type (On-Premises, and Cloud-Based), and By Application (Large Enterprises, and Small & Mid-sized Businesses): Global & Regional Industry Perspective, Comprehensive Analysis, and Forecasts, 2021 – 2026” states that the global demand for agent performance optimization (APO) Market in 2020 was approximately USD 2,300 Million. The market is anticipated to grow at a CAGR of 14.2% and is anticipated to reach around USD 6,300 Million by 2026.
In contact centers, agent performance optimization is standard practice. These contact center systems are designed to reduce labor costs, increase agent productivity, and maximize service levels. Managers can more easily plan plans, predict agent requirements, calculate agent performance, analyze outcomes, and optimize results with these methods. As a result of these schemes, quantifiable benefits such as a short payback time and a strong return on investment are achieved. The global agent efficiency optimization market is projected to grow significantly as a result of the above benefits.
The agent performance optimization market is expected to be driven by significant developments in technology, value enhancement, and how companies view agent performance optimization. A primary factor for this segment is expected to be the evolution of workforce management from simple hardware systems to a series of complex technologies for quality assurance, resulting in innovative solutions for agent efficiency enhancement and customer service.
An increase in demand for outsourcing contact center activities is expected to fuel the market for agent efficiency enhancement. Outsourcers can differentiate themselves from rivals by showing optimum savings and value adds through agent performance optimization software, which is expected to drive the apo industry in the outsourcing landscape. If the focus changes to optimizing the customer experience through customer agent interaction, the company is expected to see new possibilities. Other factors driving the agent performance optimization (APO) market during the forecast period include the need for outsourcing contact centers, increasing investment in staff management&quality control, technological creativity & development in APO, and APO applications. The global agent performance management market is expected to expand rapidly over the forecast period, owing to the growing need to optimize customer service through customer-agent interaction. Customer-agent videos provide further insight into customer behavior, advancing the agent performance optimization (APO) industry. Important changes in technology, value enhancement, and how organizations interpret agent performance optimization are expected to propel the agent performance optimization industry. Workforce management has evolved from simple hardware programs to a range of dynamic quality assurance applications, resulting in novel methods for improving agent performance. Applications that perform improved recording and scheduling are expected to drive up demand for agent performance management software. In addition, industry growth is expected to be driven by emerging technologies that capture data from traditional systems in order to develop new effective data processing methods. Improved technologies allow performance reporting, dashboards, scorecards, coaching, and customized training delivery. Common technologies that help agents enhance their performance include speech analytics, laptop screen analytics, performance management systems, and simulation construction tools for preparation. With continued competition and penetration into new markets with rapidly developing economies, the agent performance optimization (APO) industry is expected to continue to expand. The market for agent efficiency enhancement is projected to be driven by a surge in demand for outsourcing contact center operations. Agent performance optimization solutions will help outsourcers stand out from the competition by showing optimum savings and benefit adds, which is expected to fuel the agent performance optimization segment in the outsourcing landscape. The agent performance optimization (APO) industry is expected to continue to grow with increased advancement and growth into new markets with rapidly developing economies.
Key players operating in the agent performance optimization (APO) market are ZOOM International, NICE Ltd, HigherGround, Inc., Genesys, CallFinder, Verint Systems Inc, CallMiner, Aspect, Envision Telephony, Calabrio, Upstream Works Software, Five9, InVision AG, and Teleopti AB. Granulate, an autonomous real-time computing workload optimization company, announced a partnership with Intel in March 2021 to demonstrate new Java-based output outcomes leveraging Granulate's real-time continuous optimization software solution, in conjunction with the major update of Intel Xeon Scalable processors. To help automate accidents and avoid delays, ServiceNow is releasing a centralized portal that collects diagnostic data from enterprise applications, cloud, and on-premises networks. The organization launched ACC named as Agent Client Collector to provide accountability and allow service and operations teams to automate incident resolution. These major companies have used a variety of tactics to gain a reputable foothold in the global economy, including negotiating deals, shares, contracts, alliances, joint ventures, new product releases, collaborations, and mergers and acquisitions.
North America will lead the agent performance optimization (APO) market from 2021 to 2026, while Asia-Pacific is projected to rise at the fastest pace due to the region's increasing number of global outsourcing hubs for contact centers. The United States is projected to have the highest market share for agent productivity optimization because it is the largest source of offshore jobs for many countries, including Asia-Pacific. Furthermore, during the forecast era, Asia Pacific is expected to grow rapidly. This may be attributed to the region's numerous international call center outsourcing hubs.
Browse the full “Agent Performance Optimization (APO) Market By Type (On-Premises, and Cloud-Based), and By Application (Large Enterprises, and Small & Mid-sized Businesses): Global & Regional Industry Perspective, Comprehensive Analysis, and Forecasts, 2021 – 2026.” Report at https://www.marketresearchstore.com/market-insights/agent-performance-optimization-market-828600
This report segments the agent performance optimization (APO) market as follows:
Global Agent Performance Optimization (APO) Market: By Type Segmentation Analysis:
Global Agent Performance Optimization (APO) Market: By Application Segmentation Analysis
Global Agent Performance Optimization (APO) Market: Regional Segmentation Analysis
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