User: Guest

  



DOMAIN EXPERT ENGAGEMENTS

Number of executives repeatedly engaged by snail & email outreach*

POOL + OUTREACH

6295

Interactions with Platform & by Email *

INTERACTIONS

1007

Unique # Participated *

PARTICIPANTS

189

Responses Validated *

VALIDATIONS

41

* Platform engagements are dynamic. Stats are published quarterly.


  •  CODE

  •  PAGES

  •  DATE

  •  PRICE

    $

  •  DATA EXHIBITS

    125


TABLE OF CONTENTS


   Pages :    | $

   Study Reliability and Reporting Limitations.....I-1  
   Disclaimers.....I-2
Data Interpretation & Reporting Level.....I-2
  
   Quantitative Techniques & Analytics.....I-3
Product Definitions and Scope of Study.....I-3
Agent Performance Optimization.....I-3
Workforce Management.....I-3
Quality Management.....I-3
Contact Center Analytics.....I-3
  
   Performance Management.....I-4
E-Learning.....I-4
  
   A Synopsis.....II-5
Current and Future Analysis.....II-5
Market Primer.....II-5
1$100
   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).....II-61$350
   Impact of Recession on Contact Center Applications Market.....II-7
Development of Enhanced Applications Pushes Growth in the Market.....II-7
1$100
   Performance Optimization and Speech Analytics Ensure Future Growth.....II-8
A Unique Impact of Recession on the WFM Market.....II-8
WFM Exhibits Counter Cyclical Growth through the Recession.....II-8
A Positive Outlook.....II-8
1$100
   The Need for Appropriately Communicating Value Proposition.....II-9
WFO Steers Past Recession by Focusing on Customer Needs.....II-9
Data Handling – A Matter of High Significance.....II-9
Sluggish Economy Shifts Enterprise Focus towards ‘Customer Retention’.....II-9
1$100
   WFM Tools and the Crucial Aspect of Return on Investment.....II-10
Essentials for Effective Implementation.....II-10
Speech Analytics Holds Greater Potential.....II-10
1$100
   The Other Side of the Coin .....II-11
Speech Analytics Currently Hobbled by Limited Adoption.....II-11
Mining ‘Gold’ from Speech Analytics.....II-11
1$100
   Current State of the Market.....II-12
Outlook Ahead.....II-12
CCPM Solutions Poised for a Bright Future.....II-12
1$100
   Software Penetration for Performance Management in Organizations.....II-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).....II-13
1$350
   Integration of Performance Management with WFO for Maximum Benefit.....II-14
Deployment of Performance Analytics Challenged by Price Related Issues.....II-14
CEA and DA – Two New Entrants in the Market for Contact Center Analytics.....II-14
1$100
   From ‘Reactive’ to ‘Proactive’ – Desktop Analytics Transform Contact Centers.....II-15
E- Learning – Learning from Mistakes.....II-15
Coaching – A Niche Module with High Potential.....II-15
1$100
   Workforce Optimization Builds on Workforce Management.....II-16
WFO Suites and its Modules.....II-16
1$100
   WFO Suites for Contact Centers – The Road Ahead.....II-17
WFO Through the Recent Recession (2009).....II-17
1$100
   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).....II-18
The Market in 2010.....II-18
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).....II-18
1$350
   A Positive Outlook .....II-19
Recession-Induced Trends in the WFO Market.....II-19
2$200
   Workforce Optimization – A Convergence of Contact Center Applications.....II-21
Innovation Driving the Market.....II-21
Agent Optimization Solutions Widen Scope.....II-21
The Growth Trajectory.....II-21
1$100
   Software for Workforce Optimization.....II-221$100
   Nascent State of Development.....II-23
Hosted/SaaS Models Fast Replacing Premise-Based Models.....II-23
A Wider Choice for Customers.....II-23
WFO Outside Contact Centers.....II-23
1$100
   WFO Suites for Small and Mid-sized Organizations.....II-24
Individual Modules Vs. Suites.....II-24
1$100
   Illustration of value proposition for workforce optimization suites and related
  modules.....II-25
The Regulatory Mechanism.....II-25
1$100
   R&D.....II-261$100
   Contact Center.....II-27
Agent Performance Optimization.....II-27
Workforce Management.....II-27
1$100
   WFM Modules.....II-28
Scheduling – A Key Aspect of Workforce Management.....II-28
1$100
   Quality Management.....II-29
Call Center Analytics.....II-29
Speech Analytics.....II-29
1$100
   Phonetic-based Products.....II-30
Key Word Spotting.....II-30
Large Vocabulary Continuous Speech Recognition.....II-30
Call Recording Software.....II-30
1$100
   Call Recording Software Programs of Companies with Details of License and Latest
  Version of the Software.....II-31
Performance Management and Performance Analytics.....II-31
1$100
   Focusing on ‘Call Context’.....II-32
Combing Speech and Performance Analytics – The Latest Trend.....II-32
E-Learning.....II-32
1$100
   Text Analytics - An Overview.....II-331$100
   VPI Introduces VPI EMPOWER 5.2 Range of Advanced Analytic Solutions.....II-34
KnoahSoft Launches a Speech Analyzer Suitable for all Editions of its Harmony
  Suite.....II-34
1$100
   NICE Launches Real-Time Speech Analytics.....II-35
NICE Launches PCI-Compliant Interaction Recording Solution.....II-35
Aspect Introduces Aspect® Performance Management 7 WFO Solution.....II-35
NICE Systems Launches Latest Version of NICE IEX WFM Solutions.....II-35
1$100
   IBM Introduces Real-Time Analytics Matching Platform.....II-36
Zultys Introduces Mxreport™ APO Tool.....II-36
1$100
   Rainmaker Launches Rainmaker Connect, an Integrated Contact Center Solution.....II-37
NVoq™ Introduces SayIt Speech-to-text Application for Call Center Agents.....II-37
1$100
   Calabrio Launches ‘Calbrio One’ Contact Center Solution Series.....II-38
UTOPY Unveils New SpeechMiner 7.0 Speech Analytics Platform.....II-38
UTOPY Launches Three New Contact Center Applications.....II-38
1$100
   Leap Analytix and CallMiner Introduce Novel Speech Analytic Services Solution.....II-39
Enkata Launches Customer Experience Analyzer.....II-39
Enkata Unveils Coach 3.0 Coaching Application for Contact Center Professionals.....II-39
Enkata Introduces Customer Segment Analytics, an Advanced Analytics Solution.....II-39
1$100
   Enkata Introduces Enkata Activity Tracker.....II-40
Envision Telephony Introduces Advanced Version of its WFM Solution.....II-40
Nexidia Launches Nexidia AudioFinder 3.0 Application.....II-40
1$100
   VPI Launches New Version of VPI PERFORMANCE™ Software.....II-411$100
   Envision Telephony Introduces Envision Centricity™ 9.7 for Contact Center
  Professionals.....II-42
Zeacom Launches 'Record and Evaluate' Module.....II-42
NICE Systems Introduces Quality Optimization Solution.....II-42
Teleopti Introduces Version 7 of Teleopti CCC Workforce Management Solution.....II-42
1$100
   Nexidia Rolls Out ESI-Quality Solution, a New Component in its ESI Suite.....II-43
Nexidia Introduces ESI-Monitor Solution and Agent Assist Application.....II-43
1$100
   InVision Software Launches Version 4.7 of InVision Enterprise WFM Solution.....II-44
Nexidia Rolls Out ESI Capture, a New Component in its ESI Suite.....II-44
UTOPY Introduces OutPerform 6.0 and SpeechMiner® 6.0 APO Solutions.....II-44
1$100
   Verint Systems Introduces Impact 360 Coaching Solution.....II-451$100
   Teleopti Enters into Partnership with CyberTech.....II-46
Sabio Secures Contract from Office Depot for Deploying Impact 360®.....II-46
Green Dot Selects NICE Actimize.....II-46
1$100
   Verint® Systems Acquires Iontas.....II-47
Interactive Intelligence Takes Over Latitude Software.....II-47
1$100
   NICE System to Acquire E-Glue USA.....II-48
NCCS Adds New Modules to Its WFM Solution.....II-48
Teleopti Enters into Strategic Partnership with QPC.....II-48
1$100
   KnoahSoft Enters into Strategic Partnership with Teleopti.....II-49
Teleopti Enters into Partnership with Presence Technology.....II-49
Upstream Works Software Inks Partnership Agreement with Jacada.....II-49
1$100
   Knoahsoft Partners with Genesys to Increase Efficiency of Harmony™ APO
  Solution.....II-50
Voice Print International Enters into Strategic Alliance with NACR.....II-50
Nexidia and CyberTech Enter into Global Partnership Agreement.....II-50
Nexidia Enters into Partnership with Merced Systems.....II-50
1$100
   InVision Software and HigherGround Enter into Strategic Partnership.....II-51
InContact Collaborates with Verint Systems.....II-51
GMT Inks Strategic Partnership Agreement with LiquidSpoke.....II-51
1$100
   GMT Inks Strategic Partnership Agreement with Knowlagent.....II-52
GMT Signs Strategic Partnership Agreement with OpenSpan.....II-52
AMERGY Appointed WFM Solution Seller in the Romanian and Austrian Market.....II-52
1$100
   InVision Software Selects Infratel as New Authorized Distribution Partner.....II-53
GMT Shifts Corporate Headquarters to Concourse Business Park.....II-53
CBE Group to Deploy CallMiner’s Eureka!®7 Speech Analytics Solution.....II-53
E.ON Service Plus Expands Deployment of WFM System.....II-53
GoDaddy.com Deploys Impact 360® WFM Solution of Verint.....II-53
1$100
   Bouygues Telecom Implements Advanced Impact 360® Quality Monitoring Solution.....II-54
Woolworths Implements Advanced Impact 360® Workforce Optimization Suite.....II-54
1$100
   Unamic/HCN Selects InVision Software's WFM Solutions for Multi-site Staff
  Scheduling.....II-55
Canadian Consumer Finance Company Selects InVision Software's WFM Software.....II-55
Enkata Secures Contract from Leading Telecommunications Company.....II-55
1$100
   Harris Bank Chooses GMT for Branch Workforce Optimization.....II-56
Novacroft Selects GMT WFO Solution for Its Northampton Call Center.....II-56
Sussex Police Chooses GMT Planet for Its Contact Centers.....II-56
Express Couriers Selects GMT for Its Contact Centers.....II-56
TRFCU Bank Selects GMT for Optimizing Branch Workforce Requirements.....II-56
1$100
   Allianz Suisse Implements InVision Software's WFM System.....II-57
InVision Software Bags Order from Suomen Lähikauppa.....II-57
Aspect Acquires Majority Assets of AIML and AIM Technology.....II-57
1$100
   Interactive Intelligence Takes Over AcroSoft.....II-58
Envision Telephony Enters into Strategic Collaboration with BizPro.....II-58
1$100
   Nexidia Partners with Semafone.....II-59
Zoom Inks Sales & Marketing Agreement with GMT.....II-59
TantaComm Enters into Partnership Agreement with UTOPY.....II-59
1$100
   Altitude Software Enters into Strategic Partnership with Teleopti.....II-60
UTOPY Enters into Distribution Partnership with INS Indriya.....II-60
ClickFox Inks Analytics Contract with Leading Financial Services Company.....II-60
1$100
   AEFCU Selects ‘GMT Planet®' Solution of GMT.....II-61
Mechanics Bank Selects ‘GMT On-Demand for Banking' Solution of GMT.....II-61
The National Bank of Kuwait Selects GMT for Branch Workforce Optimization.....II-61
WRB Communications Deploys CIC Suite of Interactive Intelligence.....II-61
Ventura Selects Nexidia’s Enterprise Speech Intelligence Solution.....II-61
1$100
   BB&T Chooses NICE SmartCenter Solutions by NICE Systems.....II-62
N-Allo Selects Applications of NICE Systems for Contact Centers.....II-62
1$100
   Aspect Software, Inc. (US).....II-63
Autonomy Corporation PLC (UK).....II-63
Bay Bridge Decision Technologies, Inc. (US).....II-63
1$100
   Calabrio, Inc. (US).....II-64
CallMiner, Inc. (US).....II-64
ClickFox, Inc. (US).....II-64
Enkata (US).....II-64
1$100
   Envision Telephony, Inc. (US).....II-65
Genesys Telecommunications Laboratories, Inc. (US).....II-65
GMT Corporation (US).....II-65
HigherGround, Inc. (US).....II-65
1$100
   Interactive Intelligence, Inc. (US).....II-66
InVision Software AG (Germany).....II-66
Merced Systems, Inc. (US).....II-66
1$100
   Nexidia, Inc (US).....II-67
NICE Systems Ltd (Israel).....II-67
1$100
   TELEOPTI AB (Sweden).....II-68
Verint Systems Inc., (US).....II-68
Voice Print International, Inc (US).....II-68
1$100
   Upstream Works Software Ltd (Canada).....II-69
UTOPY, Inc. (US).....II-69
1$100
   Table 5: World Recent Past, Current & Future Analysis for Agent Performance Optimization by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (Excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart).....II-701$350
   Table 6: World Historic Review for Agent Performance Optimization by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (Excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart).....II-711$350
   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).....II-721$350
   A. Market Analysis.....II-73
Outlook.....II-73
Market Overview.....II-73
1$100
   Vendors Move up the Value Chain during Recession.....II-74
Issues Concerning North American APO Vendors Post Recession.....II-74
1$100
   Hosted Vs. Premise-based Tools.....II-75
Barriers and Motivators to Hosting.....II-75
1$100
   Hosting Service Providers.....II-76
Product Introductions/Launches.....II-76
8$275
   Recent Industry Activity.....II-848$275
   Key Players.....II-926$175
   B. Market Analytics.....II-98
Table 8: US Recent Past, Current & Future Analysis for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart).....II-98
1$350
   Table 9: US Historic Review for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart).....II-991$350
   A. Market Analysis.....II-100
Outlook.....II-100
Recent Industry Activity.....II-100
1$100
   Key Player.....II-101
B. Market Analytics.....II-101
Table 10: Canadian Recent Past, Current & Future Analysis for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart).....II-101
1$350
   Table 11: Canadian Historic Review for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart).....II-1021$350
   A. Market Analysis.....II-103
Outlook.....II-103
B. Market Analytics.....II-103
Table 12: Japanese Recent Past, Current & Future Analysis for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart).....II-103
1$350
   Table 13: Japanese Historic Review for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart).....II-1041$350
   A. Market Analysis.....II-105
Outlook.....II-105
Overview of the Market in the EMEA.....II-105
1$100
   The Market through the Recession .....II-106
Competition.....II-106
1$100
   B. Market Analytics.....II-107
Table 14: European Recent Past, Current & Future Analysis for Agent Performance Optimization by Geographic Region - France, Germany, Italy, UK, Spain, Russia, The Netherlands, Sweden and Rest of Europe Markets Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart).....II-107
1$350
   Table 15: European Historic Review of Agent Performance Optimization by Geographic Region - France, Germany, Italy, UK, Spain, Russia, The Netherlands, Sweden and Rest of Europe Markets Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart).....II-1081$350
   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).....II-1091$350
   A. Market Analysis.....II-110
Outlook.....II-110
B. Market Analytics.....II-110
Table 17: French Recent Past, Current & Future Analysis for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart).....II-110
1$350
   Table 18: French Historic Review for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart).....II-1111$350
   A. Market Analysis.....II-112
Outlook.....II-112
Product Introductions/Launches.....II-112
Recent Industry Activity.....II-112
3$175
   Key Player.....II-1151$100
   B. Market Analytics.....II-116
Table 19: German Recent Past, Current & Future Analysis for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart).....II-116
1$350
   Table 20: German Historic Review for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart).....II-1171$350
   A. Market Analysis.....II-118
Outlook.....II-118
B. Market Analytics.....II-118
Table 21: Italian Recent Past, Current & Future Analysis for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart).....II-118
1$350
   Table 22: Italian Historic Review for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart).....II-1191$350
   A. Market Analysis.....II-120
Outlook.....II-120
Recent Industry Activity.....II-120
1$100
   Key Player.....II-1211$100
   B. Market Analytics.....II-122
Table 23: UK Recent Past, Current & Future Analysis for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart).....II-122
1$350
   Table 24: UK Historic Review for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart).....II-1231$350
   A. Market Analysis.....II-124
Outlook.....II-124
B. Market Analytics.....II-124
Table 25: Spanish Recent Past, Current & Future Analysis for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart).....II-124
1$350
   Table 26: Spanish Historic Review for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart).....II-1251$350
   A. Market Analysis.....II-126
Outlook.....II-126
B. Market Analytics.....II-126
Table 27: Russian Recent Past, Current & Future Analysis for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart).....II-126
1$350
   Table 28: Russian Historic Review for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart).....II-1271$350
   A. Market Analysis.....II-128
Outlook.....II-128
B. Market Analytics.....II-128
Table 29: The Netherlands Recent Past, Current & Future Analysis for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart).....II-128
1$350
   Table 30: The Netherlands Historic Review for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart).....II-1291$350
   A. Market Analysis.....II-130
Outlook.....II-130
Product Introductions/Launches.....II-130
Recent Industry Activity.....II-130
2$125
   Key Player.....II-1321$100
   B. Market Analytics.....II-133
Table 31: Swedish Recent Past, Current & Future Analysis for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart).....II-133
1$350
   Table 32: Swedish Historic Review for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart).....II-1341$350
   A. Market Analysis.....II-135
Outlook.....II-135
Recent Industry Activity.....II-135
1$100
   B. Market Analytics.....II-136
Table 33: Rest of Europe Recent Past, Current & Future Analysis for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart).....II-136
1$350
   Table 34: Rest of Europe Historic Review for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart).....II-1371$350
   A. Market Analysis.....II-138
Outlook.....II-138
APAC – The Outsourcing Hub.....II-138
Contact Center Outsourcing Market in APAC – The Impact of Recession.....II-138
Table 35: Contact Center Outsourcing Market in APAC (2010): Percentage Breakdown by Source Countries - US, UK and Rest of World (includes corresponding Graph/Chart).....II-138
1$350
   Scope Widens for Outsourcers – From Pure Players to BPOs.....II-139
Small and Medium Businesses Evince Interest in Offshoring.....II-139
Automation and Self-Service Applications on the Rise.....II-139
1$100
   B. Market Analytics.....II-140
Table 36: Asia-Pacific Recent Past, Current & Future Analysis for Agent Performance Optimization by Geographic Region - China, India, Philippines and Rest of Asia-Pacific Markets Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart).....II-140
1$350
   Table 37: Asia-Pacific Historic Review for Agent Performance Optimization by Geographic Region - China, India, Philippines and Rest of Asia-Pacific Markets Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart).....II-1411$350
   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).....II-1421$350
   A. Market Analysis.....II-143
Outlook.....II-143
B. Market Analytics.....II-143
Table 39: Chinese Recent Past, Current & Future Analysis for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart).....II-143
1$350
   Table 40: Chinese Historic Review for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart).....II-1441$350
   A. Market Analysis.....II-145
Outlook.....II-145
Indian Market for Contact Center Solutions.....II-145
Current State of the Market.....II-145
Future Prospects .....II-145
1$100
   Few Vital Statistics.....II-146
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).....II-146

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).....II-146

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).....II-146
1$350
   B. Market Analytics.....II-147
Table 44: Indian Recent Past, Current & Future Analysis for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart).....II-147
1$350
   Table 45: Indian Historic Review for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart).....II-1481$350
   A. Market Analysis.....II-149
Outlook.....II-149
Philippines the New Favorite of US Enterprises.....II-149
B. Market Analytics.....II-149
Table 46: Philippines Recent Past, Current & Future Analysis for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart).....II-149
1$350
   Table 47: Philippines Historic Review for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart).....II-1501$350
   A. Market Analysis.....II-151
Outlook.....II-151
The ‘Do-Not-Call’ Legislation Hampers Telemarketing in Australia.....II-151
B. Market Analytics.....II-151
Table 48: Rest of Asia-Pacific Recent Past, Current & Future Analysis for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart).....II-151
1$350
   Table 49: Rest of Asia-Pacific Historic Review for Agent Performance Optimization Market Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart).....II-1521$350
   A. Market Analysis.....II-153
Outlook.....II-153
Fierce Competition Among Vendors.....II-153
1$100
   B. Market Analytics.....II-154
Table 50: Latin American Recent Past, Current & Future Analysis for Agent Performance Optimization by Geographic Region - Brazil, Mexico and Rest of Latin America Markets Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart).....II-154
1$350
   Table 51: Latin American Historic Review for Agent Performance Optimization by Geographic Region - Brazil, Mexico and Rest of Latin America Markets Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart).....II-1551$350
   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).....II-1561$350
   A. Market Analysis.....II-157
Outlook.....II-157
B. Market Analytics.....II-157
Table 53: Brazilian Recent Past, Current & Future Analysis for Agent Performance Optimization Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart).....II-157
1$350
   Table 54: Brazilian Historic Review for Agent Performance Optimization Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart).....II-1581$350
   A. Market Analysis.....II-159
Outlook.....II-159
Recent Industry Activity.....II-159
1$100
   B. Market Analytics.....II-160
Table 55: Mexican Recent Past, Current & Future Analysis for Agent Performance Optimization Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart).....II-160
1$350
   Table 56: Mexican Historic Review for Agent Performance Optimization Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart).....II-1611$350
   A. Market Analysis.....II-162
Outlook.....II-162
B. Market Analytics.....II-162
Table 57: Rest of Latin America Recent Past, Current & Future Analysis for Agent Performance Optimization Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart).....II-162
1$350
   Table 58: Rest of Latin America Historic Review for Agent Performance Optimization Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart).....II-1631$350
   A. Market Analysis.....II-164
Outlook.....II-164
Product Introductions/Launches.....II-164
1$100
   Recent Industry Activity.....II-1652$125
   Key Player.....II-1671$100
   B. Market Analytics.....II-168
Table 59: Rest of World Recent Past, Current & Future Analysis for Agent Performance Optimization Independently Analyzed with Annual Revenues in US$ Million for Years 2009 through 2017 (includes corresponding Graph/Chart).....II-168
1$350
   Table 60: Rest of World Historic Review for Agent Performance Optimization Independently Analyzed with Annual Revenues in US$ Million for Years 2003 through 2008 (includes corresponding Graph/Chart).....II-1691$350
    
 
 


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