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Enterprise Priorities in North America
[June 27, 2014]

Enterprise Priorities in North America


(M2 PressWIRE Via Acquire Media NewsEdge) Dublin - Research and Markets (http://www.researchandmarkets.com/research/zs4pv8/enterprise) has announced the addition of the "Enterprise Priorities in North America" report to their offering.



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.


Key Topics Covered: 1. Research Background, Objectives, and Methodology 2. Executive Summary 3. Prevalence of Systems and Applications 4. Number of Agent Performance Optimization Vendors Sourced 5. Integration of Agent Performance Optimization Applications 6. Primary Use Cases for Agent Performance Optimization Applications 7. Restraints to Leveraging Customer Insights 8. Appendix 9. The Company Story For more information visit http://www.researchandmarkets.com/research/zs4pv8/enterprise About Research and Markets Research and Markets is the world's leading source for international market research reports and market data. We provide you with the latest data on international and regional markets, key industries, the top companies, new products and the latest trends.

CONTACT: Research and Markets, Laura Wood, Senior Manager.

[email protected] Fax from USA: 646-607-1907 Fax from rest of the world: +353-1-481-1716 Sector: Business (http://www.researchandmarkets.com/categories.asp?cat_id=2&campaign_id=zs4pv8) .

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