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Conferences DIRECTORY DA/Call Center Optimization Services |
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TABLE OF CONTENTS |
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| CHAPTER 1: INTRODUCTION | |
| Workforce Optimization Market | |
| Mission | |
| Scope | |
| Methodology | |
| Terms | |
| Defining “Performance Management” | |
| Tables: | |
| Attributes of Performance Management Software | |
| Attributes of a “Classic” Performance Management Systems | |
| Vendor Classification | |
| CHAPTER 2: EXECUTIVE SUMMARY | |
| Market Structure | |
| Market Size and Scope | |
| Major Trends -- Business Environment | |
| Major Trends -- Contact Centers | |
| Market Drivers | |
| Market Constraints | |
| Market Forecast | |
| Market Share | |
| Success Factors | |
| Tables: | |
| Year of First Delivery | |
| Distribution of Sales by Source -- World (2007) | |
| Performance Management Actual and Forecast Revenues -- World (2005 to 2012) | |
| Top 5 Vendors, Total Revenues and Software Only -- (2007) | |
| CHAPTER 3: MARKET OVERVIEW | |
| Introduction | |
| Business Environment Trends | |
| Service Dominated Economies | |
| Service as a Competitive Differentiator | |
| Global Competition | |
| Growth of Telework | |
| Emphasis on Business Intelligence | |
| Demands for Organization Performance | |
| Advances in Technology | |
| Contact Center Trends | |
| Recognition of the Contact Center as a Strategic Resource | |
| Changing Role of the Contact Center | |
| Growth of Siloed Applications | |
| Multi-Site Call Centers | |
| Emergence of the Workforce Optimization Suite | |
| Well Informed Callers | |
| Market Drivers | |
| Low Penetration Among Call Centers | |
| Compelling Business Case | |
| Need for More Relevant Metrics | |
| Proliferation of Applications | |
| Universal Agents | |
| Slow Adoption of Interoperability Standards | |
| Real-Time Reporting | |
| Home Agents | |
| Pace of Acquisitions | |
| Applications Beyond the Call Center | |
| Market Constraints | |
| Uncertain Definition of the Application and its Benefits | |
| Slow and Costly Implementation | |
| High Initial Cost Limits Market Potential | |
| Slow Growth Markets | |
| Lack of Strong Market Leaders | |
| Not a Channel Product | |
| Popularity of Integrated Suites | |
| Low Labor Costs Among Foreign Outsourcers | |
| Trend to Standards-Based Open Architecture | |
| Tables: | |
| Business Environment Trends | |
| Contact Center Trends | |
| Changing Contact Center Orientation | |
| Market Drivers | |
| Number of Banking Institutions by Type -- 1985 to 2003 | |
| Market Constraints | |
| Estimated Distribution Of World Call Centers By Size -- (2006) | |
| CHAPTER 4: MARKET SIZE, SHARE, AND FORECAST | |
| Introduction | |
| Global Contact Centers | |
| Market Size and Distribution | |
| World Market Shares | |
| A Word About Market Forecasts | |
| Facts and Assumptions | |
| Tables: | |
| Agents by Geography -- World 2006 | |
| Agents By Call Center Size, World -- 2006 | |
| Estimated PM Penetration by Size of Call Center -- World (2006) | |
| Aggregate Revenue, PM Software and Services -- World (2007) | |
| Distribution of Sales by Source -- World (2007) | |
| PM Market Shares, Total Revenues, by Vendor - World (2007) | |
| PM Market Shares, License Revenues, by Vendor -- World (2007) | |
| PM Market Shares, Total Revenues, by Vendor -- North America (2007) | |
| PM Market Shares, Total Revenues, by Vendor -- ROW (2007) | |
| Comparison of The PELORUS Group Forecast Revenues to Actual World -- 2004 and 2005 | |
| Performance Management Actual and Forecast Revenues -- World (2006 to 2012) | |
| CHAPTER 5: VENDOR PROFILES | |
| Introduction | |
| AIM Technology | |
| Background | |
| Product | |
| What’s Special? | |
| Aspect Software | |
| Background | |
| Product | |
| What’s Special? | |
| Enkata Technologies, Inc. | |
| Background | |
| Products | |
| What’s Special? | |
| Customer1 (Genticity Inc.) | |
| Background | |
| Product | |
| What’s Special? | |
| HardMetrics, Inc | |
| Background | |
| Products | |
| What’s Special? | |
| Inova Solutions | |
| Background | |
| Products | |
| What’s Special? | |
| Jacada Inc | |
| Background | |
| Products | |
| What’s Special? | |
| Latigent LLC | |
| Background | |
| Products | |
| What’s Special? | |
| Merced | |
| Background | |
| Products | |
| What’s Special? | |
| Performix Solutions from NICE Systems | |
| Background | |
| Products | |
| What’s Special? | |
| Verint Witness Actionable Solutions. | |
| Background | |
| Product | |
| What’s Special? | |
| VPI Corp | |
| Background | |
| Products | |
| What’s Special? | |
| Table: | |
| PM Vendor Feature Comparison |
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