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Enterprise Priorities in North America

  • June 2014
  • 47 pages
  • Frost & Sullivan
Report ID: 2200850


Table of Contents

Agent Performance Optimization

The main objective of this research service was to investigate the current use and future adaptation of agent performance optimization (APO) solutions in North American contact centers. Overall, quality monitoring, performance management, and workforce management systems are the most widely used APO applications. Furthermore, large contact centers deploy more APOs than small or medium companies. Notably, 22% of the respondents have integrated their APO applications with their multichannel applications, and this percentage is expected to increase to 51% by 2016. The highest growth rates are expected in the next 2 years for virtual agents, Web interaction analytics, and Web collaboration tools.

Research Background and Objectives

This research study is part of a series of survey-based studies that look at the current and future adoption of various customer contact strategies, enabling technologies, and services. The survey data and insights allow contact center organizations to understand better the industry and technology trends and apply the findings in their businesses.

The following studies are part of this series:

-Enterprise Priorities in North America—Multichannel Customer Contact
-Enterprise Priorities in North America—Agent Performance Optimization
-Enterprise Priorities in North America—Cloud Contact Center Solutions
-Enterprise Priorities in North America—Contact Center Outsourcing
-Enterprise Priorities in Europe—Multichannel Customer Contact
-Enterprise Priorities in Europe—Agent Performance Optimization
-Enterprise Priorities in Europe—Cloud Contact Center Solutions
-Enterprise Priorities in Europe—Contact Center Outsourcing


Using a Web-based survey methodology during February 2014, Frost & Sullivan surveyed 305 contact center/customer care decision makers who were working in businesses located in the United States and Canada and who were involved in evaluating, specifying, recommending, or approving the purchase of contact center products or services.
Frost & Sullivan’s survey methodology uses online panels to source only qualified respondents. Respondents must meet requirements set by a screening process prior to full survey participation. Online panels consist of individuals who volunteer to participate in Web-based surveys and typically receive compensation directly from their panel membership for participating in qualified survey research. In general, survey respondents do not receive direct compensation from Frost & Sullivan for participating in research projects. Reporting notes: Due to rounding, percentages in charts and tables may not sum to .

Executive Summary

-Quality monitoring, performance management, and workforce management systems are the most widely deployed and used agent performance optimization (APO) applications in North America.
-On the whole, larger contact centers have deployed more APO applications than small and medium contact centers. The gaps are particularly higher with advanced analytical tools and newer applications.
-Over the next years, the fastest growing applications will be virtual agents, Web interaction analytics, and Web collaboration tools.
-On the whole, contact center organizations in North America source their APO applications from an average of about vendors.
-Currently, % of the respondents have fully integrated their APO applications with their multichannel contact handling applications; however, this is expected to grow to % by 2016.
-Over the last few years, the primary use cases for APO applications have diversified from traditional quality, training, and performance management purposes to achieving deeper customer insights, identifying process improvements, and improving the effectiveness of marketing campaigns.

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