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市場調查報告書

北美地區企業優先順序

Enterprise Priorities in North America

出版商 Frost & Sullivan 商品編碼 306525
出版日期 內容資訊 英文 47 Pages
商品交期: 最快1-2個工作天內
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北美地區企業優先順序 Enterprise Priorities in North America
出版日期: 2014年06月19日 內容資訊: 英文 47 Pages
簡介

北美資訊中心、業務最佳化(APO:Agent Performance Optimization)品質監視、表現管理、員工管理系統被更加廣泛的使用。大型資訊中心與中小型相比更常引進APO。

本報告針對北美ソ資訊中心業務最佳化(APO:Agent Performance Optimization)技術使用狀況進行調查、提供國家、資訊中心規模、產業部門分類現在使用狀況與今後引進計畫、使用供應商數量、主要使用案例。

第1章 調查背景、目的、方法

第2章 摘要整理

第3章 系統與應用普及率

  • 系統/應用普及率:現在 vs 未來
  • 現在系統/應用普及率:國家分類
  • 現在系統/應用普及率:資訊中心規模分類
  • 現在系統/應用普及率:產業分類
  • 未來系統/應用普及率:國家分類
  • 未來系統/應用普及率:資訊中心規模分類
  • 未來系統/應用普及率:產業分類

第4章 資源APO供應商數量

  • 資源APO供應商數量:現在 vs 未來
  • 現在資源APO供應商平均數
  • 今後預定資源APO供應商平均數

第5章 APO應用整合

  • APO應用整合:現在 vs 未來
  • APO應用多管道應用整合:現在
  • APO應用多管道應用整合:今後

第6章 APO應用主要使用範例

  • APO應用使用範例:國家分類
  • APO應用使用範例:資訊中心規模分類
  • APO應用使用範例:產業分類
  • APO工具在其他部門的使用

第7章 顧客使用阻礙因素

  • 顧客使用阻礙因素 :國家分類
  • 顧客使用阻礙因素:資訊中心規模分類
  • 顧客使用阻礙因素:產業分類

第8章 附錄

第9章 關於FROST & SULLIVAN

圖表

目錄
Product Code: NCCB-01-00-00-00

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.

Table of Contents

1. RESEARCH BACKGROUND, OBJECTIVES, AND METHODOLOGY

  • 1. Research Background and Objectives
  • 2. Methodology
  • 3. Methodology (continued)
  • 4. Overall Firmagraphic Details

2. EXECUTIVE SUMMARY

  • 1. Executive Summary

3. PREVALENCE OF SYSTEMS AND APPLICATIONS

  • 1. Current Versus Future Prevalence of Systems/Applications
  • 2. Current Prevalence of Systems/Applications by Country
  • 3. Current Prevalence of Systems/Applications by Contact Center Size
  • 4. Current Prevalence of Systems/Applications by Industry
  • 5. Future Prevalence of Systems/Applications by Country
  • 6. Future Prevalence of Systems/Applications by Contact Center Size
  • 7. Future Prevalence of Systems/Applications by Industry

4. NUMBER OF AGENT PERFORMANCE OPTIMIZATION VENDORS SOURCED

  • 1. Current and Future Number of APO Vendors Sourced
  • 2. Average Number of APO Vendors Currently Sourced
  • 3. Average Number of APO Vendors Planning to Source

5. INTEGRATION OF AGENT PERFORMANCE OPTIMIZATION APPLICATIONS

  • 1. Current and Future Integration of APO Applications
  • 2. Current Integration of APO Applications with Multichannel Applications
  • 3. Future Integration of APO Applications with Multichannel Applications

6. PRIMARY USE CASES FOR AGENT PERFORMANCE OPTIMIZATION APPLICATIONS

  • 1. Use Cases for APO Applications by Country
  • 2. Use Cases for APO Applications by Contact Center Size
  • 3. Use Cases for APO Applications by Industry
  • 4. Leveraging APO Tools in Other Departments

7. RESTRAINTS TO LEVERAGING CUSTOMER INSIGHTS

  • 1. Restraints to Leveraging Customer Insights by Country
  • 2. Restraints to Leveraging Customer Insights by Contact Center Size
  • 3. Restraints to Leveraging Customer Insights by Industry
  • 4. Legal Disclaimer

8. APPENDIX

  • 1. Business Functions

9. THE FROST & SULLIVAN STORY

  • 1. The Frost & Sullivan Story
  • 2. Value Proposition: Future of Your Company & Career
  • 3. Global Perspective
  • 4. Industry Convergence
  • 5. 360° Research Perspective
  • 6. Implementation Excellence
  • 7. Our Blue Ocean Strategy
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