Table of Contents
1 Agent Performance Optimization (APO) Market Overview1
1.1 Product Overview and Scope of Agent Performance Optimization (APO)1
1.2 Agent Performance Optimization (APO) Segment by Types2
1.2.1 Global Market Share of Agent Performance Optimization (APO) by Types in 20202
1.2.2 Cloud Based3
1.2.3 On Premises3
1.3 Agent Performance Optimization (APO) Segment by Applications4
1.3.1 Agent Performance Optimization (APO) Consumption Market Share by Applications in 20204
1.3.2 Small & Mid - sized Businesses5
1.3.3 Large Enterprises5
1.4 Agent Performance Optimization (APO) Market by Regions6
1.4.1 North America Status and Prospect ( 2016 - 2027F)6
1.4.2 Europe Status and Prospect ( 2016 - 2027F)7
1.4.3 China Status and Prospect ( 2016 - 2027F)8
1.4.4 Japan Status and Prospect ( 2016 - 2027F)9
1.4.5 Southeast Asia Status and Prospect ( 2016 - 2027F)10
1.4.6 South America Status and Prospect ( 2016 - 2027F)11
1.4.7 ROW Status and Prospect ( 2016 - 2027F)12
1.5 Global Market Size of Agent Performance Optimization (APO) ( 2016 - 2027F)13
2 Global Agent Performance Optimization (APO) Market Competition by Manufacturers14
2.1 Global Agent Performance Optimization (APO) Revenue and Share by Manufacturers ( 2016 - 2021E)14
2.2 Agent Performance Optimization (APO) Market Competitive Situation and Trends17
2.2.1 Agent Performance Optimization (APO) Market Concentration Rate17
2.2.2 Agent Performance Optimization (APO) Market Share of Top 3 and Top 5 Manufacturers18
3 Company (Top Players) Profiles and Key Data19
3.1 NICE Ltd19
3.1.1 Company Profile19
3.1.2 Product Picture and Specifications20
3.1.3 Revenue, Gross Margin Analysis of NICE Ltd23
3.1.4 Contact Information24
3.2 Genesys24
3.2.1 Company Profile24
3.2.2 Product Picture and Specifications25
3.2.3 Revenue, Gross Margin Analysis of Genesys27
3.2.4 Contact Information28
3.3 Verint Systems Inc28
3.3.1 Company Profile28
3.3.2 Product Picture and Specifications30
3.3.3 Revenue, Gross Margin Analysis of Verint Systems Inc31
3.3.4 Contact Information32
3.4 ASPECT33
3.4.1 Company Profile33
3.4.2 Product Picture and Specifications33
3.4.3 Revenue, Gross Margin Analysis of ASPECT34
3.4.4 Contact Information35
3.5 CALABRIO36
3.5.1 Company Profile36
3.5.2 Product Specifications36
3.5.3 Revenue, Gross Margin Analysis of CALABRIO38
3.5.4 Contact Information39
3.6 FIVE939
3.6.1 Company Profile39
3.6.2 Product Picture and Specifications40
3.6.3 Revenue, Gross Margin Analysis of FIVE941
3.6.4 Contact Information42
3.7 Teleopti AB42
3.7.1 Company Profile42
3.7.2 Product Picture and Specifications44
3.7.3 Revenue, Gross Margin Analysis of Teleopti AB45
3.7.4 Contact Information46
3.8 ZOOM International46
3.8.1 Company Profile46
3.8.2 Product Picture and Specifications47
3.8.3 Revenue, Gross Margin Analysis of ZOOM International49
3.8.4 Contact Information51
3.9 InVision Software51
3.9.1 Company Profile51
3.9.2 Product Picture and Specifications52
3.9.3 Revenue, Gross Margin Analysis of InVision Software54
3.9.4 Contact Information55
3.10 Upstream Works Software55
3.10.1 Company Profile55
3.10.2 Product Picture and Specifications56
3.10.3 Revenue, Gross Margin Analysis of Upstream Works Software58
3.10.4 Contact Information59
3.11 Envision Telephony60
3.11.1 Company Profile60
3.11.2 Product Picture and Specifications60
3.11.3 Revenue, Gross Margin Analysis of Envision Telephony62
3.11.4 Contact Information63
3.12 CALLMINER63
3.12.1 Company Profile63
3.12.2 Product Picture and Specifications64
3.12.3 Revenue, Gross Margin Analysis of CALLMINER65
3.12.4 Contact Information66
3.13 CALLFINDER67
3.13.1 Company Profile67
3.13.2 Product Picture and Specifications68
3.13.3 Revenue, Gross Margin Analysis of CALLFINDER69
3.13.4 Contact Information70
3.14 HigherGround70
3.14.1 Company Profile70
3.14.2 Product Picture and Specifications72
3.14.3 Revenue, Gross Margin Analysis of HigherGround73
3.14.4 Contact Information74
4 Global Agent Performance Optimization (APO) Market Size by Product and Application ( 2016 - 2021E)75
4.1 Global Agent Performance Optimization (APO) Market Size by Product ( 2016 - 2021E)75
4.1.1 Global Agent Performance Optimization (APO) Revenue and Market Share by Product Types ( 2016 - 2021E)75
4.1.2 Global Agent Performance Optimization (APO) Revenue Growth by Type ( 2016 - 2021E)77
4.2 Global Agent Performance Optimization (APO) Market Size by Product ( 2016 - 2021E)78
4.2.1 Global Agent Performance Optimization (APO) Revenue and Market Share by Applications ( 2016 - 2021E)78
4.2.2 Global Agent Performance Optimization (APO) Revenue Growth by Application ( 2016 - 2021E)80
5 North America Agent Performance Optimization (APO) Development Status and Outlook82
5.1 North America Agent Performance Optimization (APO) Market Size ( 2016 - 2021E)82
5.2 North America Agent Performance Optimization (APO) Market Size and Market Share by Players ( 2016 - 2021E)83
5.3 North America Agent Performance Optimization (APO) Market Size by Type ( 2016 - 2021E)84
5.4 North America Agent Performance Optimization (APO) Market Size by Application ( 2016 - 2021E)85
6 Europe Agent Performance Optimization (APO) Development Status and Outlook87
6.1 Europe Agent Performance Optimization (APO) Market Size ( 2016 - 2021E)87
6.2 Europe Agent Performance Optimization (APO) Market Size and Market Share by Players ( 2016 - 2021E)88
6.3 Europe Agent Performance Optimization (APO) Market Size by Type ( 2016 - 2021E)89
6.4 Europe Agent Performance Optimization (APO) Market Size by Application ( 2016 - 2021E)90
7 China Agent Performance Optimization (APO) Development Status and Outlook92
7.1 China Agent Performance Optimization (APO) Market Size ( 2016 - 2021E)92
7.2 China Agent Performance Optimization (APO) Market Size and Market Share by Players ( 2016 - 2021E)93
7.3 China Agent Performance Optimization (APO) Market Size by Type ( 2016 - 2021E)94
7.4 China Agent Performance Optimization (APO) Market Size by Application ( 2016 - 2021E)95
8 Japan Agent Performance Optimization (APO) Development Status and Outlook96
8.1 Japan Agent Performance Optimization (APO) Market Size ( 2016 - 2021E)96
8.2 Japan Agent Performance Optimization (APO) Market Size and Market Share by Players ( 2016 - 2021E)97
8.3 Japan Agent Performance Optimization (APO) Market Size by Type ( 2016 - 2021E)98
8.4 Japan Agent Performance Optimization (APO) Market Size by Application ( 2016 - 2021E)99
9 Southeast Asia Agent Performance Optimization (APO) Development Status and Outlook100
9.1 Southeast Asia Agent Performance Optimization (APO) Market Size ( 2016 - 2021E)100
9.2 Southeast Asia Agent Performance Optimization (APO) Market Size and Market Share by Players ( 2016 - 2021E)101
9.3 Southeast Asia Agent Performance Optimization (APO) Market Size by Type ( 2016 - 2021E)102
9.4 Southeast Asia Agent Performance Optimization (APO) Market Size by Application ( 2016 - 2021E)103
10 South America Agent Performance Optimization (APO) Development Status and Outlook104
10.1 South America Agent Performance Optimization (APO) Market Size ( 2016 - 2021E)104
10.2 South America Agent Performance Optimization (APO) Market Size and Market Share by Players ( 2016 - 2021E)105
10.3 South America Agent Performance Optimization (APO) Market Size by Type ( 2016 - 2021E)106
10.4 South America Agent Performance Optimization (APO) Market Size by Application ( 2016 - 2021E)107
11 Global Agent Performance Optimization (APO) Market Forecast ( 2021E - 2027F)108
11.1 Global Agent Performance Optimization (APO) Revenue Forecast ( 2021E - 2027F)108
11.2 Global Agent Performance Optimization (APO) Revenue by Regions ( 2021E - 2027F)108
11.2.1 North America Agent Performance Optimization (APO) Consumption Market Size by Value and Volume Forecast ( 2021E - 2027F)110
11.2.2 Europe Agent Performance Optimization (APO) Consumption Market Size by Value and Volume Forecast ( 2021E - 2027F)111
11.2.3 China Agent Performance Optimization (APO) Consumption Market Size by Value and Volume Forecast ( 2021E - 2027F)112
11.2.4 Japan Agent Performance Optimization (APO) Consumption Market Size by Value and Volume Forecast ( 2021E - 2027F)113
11.2.5 Southeast Asia Agent Performance Optimization (APO) Consumption Market Size by Value and Volume Forecast ( 2021E - 2027F)114
11.2.6 South America Agent Performance Optimization (APO) Consumption Market Size by Value and Volume Forecast ( 2021E - 2027F)115
11.2.7 ROW Agent Performance Optimization (APO) Consumption Market Size by Value and Volume Forecast ( 2021E - 2027F)116
11.3 Global Agent Performance Optimization (APO) Revenue Forecast by Type ( 2021E - 2027F)116
11.4 Global Agent Performance Optimization (APO) Consumption Forecast by Application ( 2021E - 2027F)117
12 Marketing Strategy Analysis, Distributors/Traders119
12.1 Marketing Channel119
12.1.1 Direct Marketing120
12.1.2 Indirect Marketing121
12.1.3 Marketing Channel Development Trend121
12.2 Market Positioning121
12.2.1 Pricing Strategy121
12.2.2 Brand Strategy122
12.3 Downstream Buyers124
13 Agent Performance Optimization (APO) Market Dynamics126
13.1 Agent Performance Optimization (APO) Market Opportunities126
13.2 Agent Performance Optimization (APO) Challenge and Risk126
13.2.1 Challenges126
13.2.2 Risk Factors127
13.3 Agent Performance Optimization (APO) Market Driving Force127
13.3.1 Growing Demand from Emerging Markets127
13.3.2 Potential Application128
13.4 Mergers & Acquisitions, Expansion128
14 Market Effect Factors Analysis132
14.1 Technology Progress in Related Industry132
14.1.1 Call Center132
14.1.2 Workforce Optimization132
14.2 Consumer Needs/Customer Preference Change133
14.3 Economic/Political Environmental Change133
15 Research Findings and Conclusion134
16 Appendix135
Disclosure Section135
Research Methodology135
Data Source136
Disclaimer136
Author List138
List of Tables and Figures
Figure Picture of Agent Performance Optimization (APO)1
Figure Global Market Share of Agent Performance Optimization (APO) by Types in 20202
Table Classification of Agent Performance Optimization (APO)2
Figure Cloud Workforce Management Software for Contact Centers3
Figure On Premises Picture3
Figure Agent Performance Optimization (APO) Consumption Market Share by Applications in 20204
Table Application of Agent Performance Optimization (APO)4
Figure Small & Mid - sized Businesses Examples5
Figure Large Enterprises Examples5
Figure North America Agent Performance Optimization (APO) Revenue (Million USD) and Growth Rate ( 2016 - 2027F)6
Figure Europe Agent Performance Optimization (APO) Revenue (Million USD) and Growth Rate ( 2016 - 2027F)7
Figure China Agent Performance Optimization (APO) Revenue (Million USD) and Growth Rate ( 2016 - 2027F)8
Figure Japan Agent Performance Optimization (APO) Revenue (Million USD) and Growth Rate ( 2016 - 2027F)9
Figure Southeast Asia Agent Performance Optimization (APO) Revenue (Million USD) and Growth Rate ( 2016 - 2027F)10
Figure South America Agent Performance Optimization (APO) Revenue (Million USD) and Growth Rate ( 2016 - 2027F)11
Figure ROW Agent Performance Optimization (APO) Revenue (Million USD) and Growth Rate ( 2016 - 2027F)12
Figure Global Agent Performance Optimization (APO) Revenue (Million USD) and Growth Rate ( 2016 - 2027F)13
Table Global Agent Performance Optimization (APO) Revenue (Million USD) by Manufacturers ( 2016 - 2021E)14
Table Global Agent Performance Optimization (APO) Revenue Share by Manufacturers ( 2016 - 2021E)14
Figure 2016 Global Agent Performance Optimization (APO) Revenue Share by Manufacturers15
Figure 2021E Global Agent Performance Optimization (APO) Revenue Share by Manufacturers16
Figure 2020 Global Agent Performance Optimization (APO) Concentration Rate by Region17
Figure 2020 Agent Performance Optimization (APO) Market Share of Top 3 Manufacturers18
Figure 2020 Agent Performance Optimization (APO) Market Share of Top 5 Manufacturers18
Table NICE Ltd Information List19
Table Agent Performance Optimization (APO) Product Picture and Specifications of NICE Ltd20
Table Agent Performance Optimization (APO) Revenue (Million USD) and Gross Margin of NICE Ltd 2016 - 2021E23
Figure Agent Performance Optimization (APO) Revenue (Million USD) and Growth Rate of NICE Ltd 2016 - 2021E23
Figure Agent Performance Optimization (APO) Revenue (Million USD) and Global Market Share of NICE Ltd 2016 - 2021E24
Table Contact Information of NICE Ltd24
Table Genesys Information List24
Table Agent Performance Optimization (APO) Product Picture and Specifications of Genesys25
Table Agent Performance Optimization (APO) Revenue (Million USD) and Gross Margin of Genesys 2016 - 2021E27
Figure Agent Performance Optimization (APO) Revenue (Million USD) and Growth Rate of Genesys 2016 - 2021E27
Figure Agent Performance Optimization (APO) Revenue (Million USD) and Global Market Share of Genesys 2016 - 2021E28
Table Contact Information of Genesys28
Table Verint Systems Inc Information List28
Table Agent Performance Optimization (APO) Product Picture and Specifications of Verint Systems Inc30
Table Agent Performance Optimization (APO) Revenue (Million USD) and Gross Margin of Verint Systems Inc 2016 - 2021E31
Figure Agent Performance Optimization (APO) Revenue (Million USD) and Growth Rate of Verint Systems Inc 2016 - 2021E32
Figure Agent Performance Optimization (APO) Revenue (Million USD) and Global Market Share of Verint Systems Inc 2016 - 2021E32
Table Contact Information of Verint Systems Inc32
Table ASPECT Information List33
Table Agent Performance Optimization (APO) Product Picture and Specifications of ASPECT33
Table Agent Performance Optimization (APO) Revenue (Million USD) and Gross Margin of ASPECT 2016 - 2021E34
Figure Agent Performance Optimization (APO) Revenue (Million USD) and Growth Rate of ASPECT 2016 - 2021E35
Figure Agent Performance Optimization (APO) Revenue (Million USD) and Global Market Share of ASPECT 2016 - 2021E35
Table Contact Information of ASPECT35
Table CALABRIO Information List36
Table Agent Performance Optimization (APO) Specifications of CALABRIO36
Table Agent Performance Optimization (APO) Revenue (Million USD) and Gross Margin of CALABRIO 2016 - 2021E38
Figure Agent Performance Optimization (APO) Revenue (Million USD) and Growth Rate of CALABRIO 2016 - 2021E38
Figure Agent Performance Optimization (APO) Revenue (Million USD) and Global Market Share of CALABRIO 2016 - 2021E39
Table Contact Information of CALABRIO39
Table FIVE9 Information List39
Table Agent Performance Optimization (APO) Product Picture and Specifications of FIVE940
Table Agent Performance Optimization (APO) Revenue (Million USD) and Gross Margin of FIVE9 2016 - 2021E41
Figure Agent Performance Optimization (APO) Revenue (Million USD) and Growth Rate of FIVE9 2016 - 2021E41
Figure Agent Performance Optimization (APO) Revenue (Million USD) and Global Market Share of FIVE9 2016 - 2021E42
Table Contact Information of FIVE942
Table Teleopti AB Information List42
Table Agent Performance Optimization (APO) Product Picture and Specifications of Teleopti AB44
Table Agent Performance Optimization (APO) Revenue (Million USD) and Gross Margin of Teleopti AB 2016 - 2021E45
Figure Agent Performance Optimization (APO) Revenue (Million USD) and Growth Rate of Teleopti AB 2016 - 2021E45
Figure Agent Performance Optimization (APO) Revenue (Million USD) and Global Market Share of Teleopti AB 2016 - 2021E46
Table Contact Information of Teleopti AB46
Table ZOOM International Information List46
Table Agent Performance Optimization (APO) Product Picture and Specifications of ZOOM International47
Table Agent Performance Optimization (APO) Revenue (Million USD) and Gross Margin of ZOOM International 2016 - 2021E49
Figure Agent Performance Optimization (APO) Revenue (Million USD) and Growth Rate of ZOOM International 2016 - 2021E50
Figure Agent Performance Optimization (APO) Revenue (Million USD) and Global Market Share of ZOOM International 2016 - 2021E50
Table Contact Information of ZOOM International51
Table InVision Software Information List51
Table Agent Performance Optimization (APO) Product Picture and Specifications of InVision Software52
Table Agent Performance Optimization (APO) Revenue (Million USD) and Gross Margin of InVision Software 2016 - 2021E54
Figure Agent Performance Optimization (APO) Revenue (Million USD) and Growth Rate of InVision Software 2016 - 2021E54
Figure Agent Performance Optimization (APO) Revenue (Million USD) and Global Market Share of InVision Software 2016 - 2021E55
Table Contact Information of InVision Software55
Table Upstream Works Software Information List55
Table Agent Performance Optimization (APO) Product Picture and Specifications of Upstream Works Software56
Table Agent Performance Optimization (APO) Revenue (Million USD) and Gross Margin of Upstream Works Software 2016 - 2021E58
Figure Agent Performance Optimization (APO) Revenue (Million USD) and Growth Rate of Upstream Works Software 2016 - 2021E58
Figure Agent Performance Optimization (APO) Revenue (Million USD) and Global Market Share of Upstream Works Software 2016 - 2021E59
Table Contact Information of Upstream Works Software59
Table Envision Telephony Information List60
Table Agent Performance Optimization (APO) Product Picture and Specifications of Envision Telephony60
Table Agent Performance Optimization (APO) Revenue (Million USD) and Gross Margin of Envision Telephony 2016 - 2021E62
Figure Agent Performance Optimization (APO) Revenue (Million USD) and Growth Rate of Envision Telephony 2016 - 2021E62
Figure Agent Performance Optimization (APO) Revenue (Million USD) and Global Market Share of Envision Telephony 2016 - 2021E63
Table Contact Information of Envision Telephony63
Table CALLMINER Information List63
Table Agent Performance Optimization (APO) Product Picture and Specifications of CALLMINER64
Table Agent Performance Optimization (APO) Revenue (Million USD) and Gross Margin of CALLMINER 2016 - 2021E65
Figure Agent Performance Optimization (APO) Revenue (Million USD) and Growth Rate of CALLMINER 2016 - 2021E66
Figure Agent Performance Optimization (APO) Revenue (Million USD) and Global Market Share of CALLMINER 2016 - 2021E66
Table Contact Information of CALLMINER66
Table CALLFINDER Information List67
Table Agent Performance Optimization (APO) Product Picture and Specifications of CALLFINDER68
Table Agent Performance Optimization (APO) Revenue (Million USD) and Gross Margin of CALLFINDER 2016 - 2021E69
Figure Agent Performance Optimization (APO) Revenue (Million USD) and Growth Rate of CALLFINDER 2016 - 2021E69
Figure Agent Performance Optimization (APO) Revenue (Million USD) and Global Market Share of CALLFINDER 2016 - 2021E70
Table Contact Information of CALLFINDER70
Table HigherGround Information List70
Table Agent Performance Optimization (APO) Product Picture and Specifications of HigherGround72
Table Agent Performance Optimization (APO) Revenue (Million USD) and Gross Margin of HigherGround 2016 - 2021E73
Figure Agent Performance Optimization (APO) Revenue (Million USD) and Growth Rate of HigherGround 2016 - 2021E73
Figure Agent Performance Optimization (APO) Revenue (Million USD) and Global Market Share of HigherGround 2016 - 2021E74
Table Contact Information of HigherGround74
Table Global Agent Performance Optimization (APO) Revenue (Million USD) by Types ( 2016 - 2021E)75
Table Global Agent Performance Optimization (APO) Revenue Share by Types ( 2016 - 2021E)75
Figure Revenue Share of Agent Performance Optimization (APO) by Types ( 2016 - 2021E)76
Figure 2016 Revenue Market Share of Agent Performance Optimization (APO) by Types76
Figure 2021E Revenue Market Share of Agent Performance Optimization (APO) by Types77
Figure Global Cloud Based Type Agent Performance Optimization (APO) Revenue Growth ( 2016 - 2021E)77
Figure Global On Premises Type Agent Performance Optimization (APO) Revenue Growth ( 2016 - 2021E)78
Table Global Agent Performance Optimization (APO) Revenue (Million USD) by Applications ( 2016 - 2021E)78
Table Global Agent
