Table of Contents

1 Agent Performance Optimization (APO) Market Overview 1

1.1 Product Overview and Scope of Agent Performance Optimization (APO) 1

1.2 Agent Performance Optimization (APO) Segment by Types 2

1.2.1 Global Market Share of Agent Performance Optimization (APO) by Types in 2017 2

1.2.2 Cloud Based 3

1.2.3 On Premises 3

1.3 Agent Performance Optimization (APO) Segment by Applications 4

1.3.1 Agent Performance Optimization (APO) Consumption Market Share by Applications in 2017 4

1.3.2 Small & Mid-sized Businesses 5

1.3.3 Large Enterprises 5

1.4 Agent Performance Optimization (APO) Market by Regions 6

1.4.1 North America Status and Prospect (2013-2025F) 6

1.4.2 Europe Status and Prospect (2013-2025F) 7

1.4.3 China Status and Prospect (2013-2025F) 8

1.4.4 Japan Status and Prospect (2013-2025F) 9

1.4.5 Southeast Asia Status and Prospect (2013-2025F) 10

1.4.6 South America Status and Prospect (2013-2025F) 11

1.4.7 ROW Status and Prospect (2013-2025F) 12

1.5 Global Market Size of Agent Performance Optimization (APO) (2013-2025F) 13

2 Global Agent Performance Optimization (APO) Market Competition by Manufacturers 14

2.1 Global Agent Performance Optimization (APO) Revenue and Share by Manufacturers (2013-2018E) 14

2.2 Agent Performance Optimization (APO) Market Competitive Situation and Trends 17

2.2.1 Agent Performance Optimization (APO) Market Concentration Rate 17

2.2.2 Agent Performance Optimization (APO) Market Share of Top 3 and Top 5 Manufacturers 18

3 Company (Top Players) Profiles and Key Data 19

3.1 NICE Ltd 19

3.1.1 Company Profile 19

3.1.2 Product Picture and Specifications 20

3.1.3 Revenue, Gross Margin Analysis of NICE Ltd 23

3.1.4 Contact Information 24

3.2 Genesys 24

3.2.1 Company Profile 24

3.2.2 Product Picture and Specifications 25

3.2.3 Revenue, Gross Margin Analysis of Genesys 27

3.2.4 Contact Information 28

3.3 Verint Systems Inc 28

3.3.1 Company Profile 28

3.3.2 Product Picture and Specifications 30

3.3.3 Revenue, Gross Margin Analysis of Verint Systems Inc 31

3.3.4 Contact Information 32

3.4 ASPECT 33

3.4.1 Company Profile 33

3.4.2 Product Picture and Specifications 33

3.4.3 Revenue, Gross Margin Analysis of ASPECT 34

3.4.4 Contact Information 35

3.5 CALABRIO 36

3.5.1 Company Profile 36

3.5.2 Product Specifications 36

3.5.3 Revenue, Gross Margin Analysis of CALABRIO 38

3.5.4 Contact Information 39

3.6 FIVE9 39

3.6.1 Company Profile 39

3.6.2 Product Picture and Specifications 40

3.6.3 Revenue, Gross Margin Analysis of FIVE9 41

3.6.4 Contact Information 42

3.7 Teleopti AB 42

3.7.1 Company Profile 42

3.7.2 Product Picture and Specifications 44

3.7.3 Revenue, Gross Margin Analysis of Teleopti AB 45

3.7.4 Contact Information 46

3.8 ZOOM International 46

3.8.1 Company Profile 46

3.8.2 Product Picture and Specifications 47

3.8.3 Revenue, Gross Margin Analysis of ZOOM International 49

3.8.4 Contact Information 51

3.9 InVision Software 51

3.9.1 Company Profile 51

3.9.2 Product Picture and Specifications 52

3.9.3 Revenue, Gross Margin Analysis of InVision Software 54

3.9.4 Contact Information 55

3.10 Upstream Works Software 55

3.10.1 Company Profile 55

3.10.2 Product Picture and Specifications 56

3.10.3 Revenue, Gross Margin Analysis of Upstream Works Software 58

3.10.4 Contact Information 59

3.11 Envision Telephony 60

3.11.1 Company Profile 60

3.11.2 Product Picture and Specifications 60

3.11.3 Revenue, Gross Margin Analysis of Envision Telephony 62

3.11.4 Contact Information 63

3.12 CALLMINER 63

3.12.1 Company Profile 63

3.12.2 Product Picture and Specifications 64

3.12.3 Revenue, Gross Margin Analysis of CALLMINER 65

3.12.4 Contact Information 66

3.13 CALLFINDER 67

3.13.1 Company Profile 67

3.13.2 Product Picture and Specifications 68

3.13.3 Revenue, Gross Margin Analysis of CALLFINDER 69

3.13.4 Contact Information 70

3.14 HigherGround 70

3.14.1 Company Profile 70

3.14.2 Product Picture and Specifications 72

3.14.3 Revenue, Gross Margin Analysis of HigherGround 73

3.14.4 Contact Information 74

4 Global Agent Performance Optimization (APO) Market Size by Product and Application (2013-2018E) 75

4.1 Global Agent Performance Optimization (APO) Market Size by Product (2013-2018E) 75

4.1.1 Global Agent Performance Optimization (APO) Revenue and Market Share by Product Types (2013-2018E) 75

4.1.2 Global Agent Performance Optimization (APO) Revenue Growth by Type (2013-2018E) 77

4.2 Global Agent Performance Optimization (APO) Market Size by Product (2013-2018E) 78

4.2.1 Global Agent Performance Optimization (APO) Revenue and Market Share by Applications (2013-2018E) 78

4.2.2 Global Agent Performance Optimization (APO) Revenue Growth by Application (2013-2018E) 80

5 North America Agent Performance Optimization (APO) Development Status and Outlook 82

5.1 North America Agent Performance Optimization (APO) Market Size (2013-2018E) 82

5.2 North America Agent Performance Optimization (APO) Market Size and Market Share by Players (2013-2018E) 83

5.3 North America Agent Performance Optimization (APO) Market Size by Type (2013-2018E) 84

5.4 North America Agent Performance Optimization (APO) Market Size by Application (2013-2018E) 85

6 Europe Agent Performance Optimization (APO) Development Status and Outlook 87

6.1 Europe Agent Performance Optimization (APO) Market Size (2013-2018E) 87

6.2 Europe Agent Performance Optimization (APO) Market Size and Market Share by Players (2013-2018E) 88

6.3 Europe Agent Performance Optimization (APO) Market Size by Type (2013-2018E) 89

6.4 Europe Agent Performance Optimization (APO) Market Size by Application (2013-2018E) 90

7 China Agent Performance Optimization (APO) Development Status and Outlook 92

7.1 China Agent Performance Optimization (APO) Market Size (2013-2018E) 92

7.2 China Agent Performance Optimization (APO) Market Size and Market Share by Players (2013-2018E) 93

7.3 China Agent Performance Optimization (APO) Market Size by Type (2013-2018E) 94

7.4 China Agent Performance Optimization (APO) Market Size by Application (2013-2018E) 95

8 Japan Agent Performance Optimization (APO) Development Status and Outlook 96

8.1 Japan Agent Performance Optimization (APO) Market Size (2013-2018E) 96

8.2 Japan Agent Performance Optimization (APO) Market Size and Market Share by Players (2013-2018E) 97

8.3 Japan Agent Performance Optimization (APO) Market Size by Type (2013-2018E) 98

8.4 Japan Agent Performance Optimization (APO) Market Size by Application (2013-2018E) 99

9 Southeast Asia Agent Performance Optimization (APO) Development Status and Outlook 100

9.1 Southeast Asia Agent Performance Optimization (APO) Market Size (2013-2018E) 100

9.2 Southeast Asia Agent Performance Optimization (APO) Market Size and Market Share by Players (2013-2018E) 101

9.3 Southeast Asia Agent Performance Optimization (APO) Market Size by Type (2013-2018E) 102

9.4 Southeast Asia Agent Performance Optimization (APO) Market Size by Application (2013-2018E) 103

10 South America Agent Performance Optimization (APO) Development Status and Outlook 104

10.1 South America Agent Performance Optimization (APO) Market Size (2013-2018E) 104

10.2 South America Agent Performance Optimization (APO) Market Size and Market Share by Players (2013-2018E) 105

10.3 South America Agent Performance Optimization (APO) Market Size by Type (2013-2018E) 106

10.4 South America Agent Performance Optimization (APO) Market Size by Application (2013-2018E) 107

11 Global Agent Performance Optimization (APO) Market Forecast (2018E-2025F) 108

11.1 Global Agent Performance Optimization (APO) Revenue Forecast (2018E-2025F) 108

11.2 Global Agent Performance Optimization (APO) Revenue by Regions (2018E-2025F) 108

11.2.1 North America Agent Performance Optimization (APO) Consumption Market Size by Value and Volume Forecast (2018E-2025F) 110

11.2.2 Europe Agent Performance Optimization (APO) Consumption Market Size by Value and Volume Forecast (2018E-2025F) 111

11.2.3 China Agent Performance Optimization (APO) Consumption Market Size by Value and Volume Forecast (2018E-2025F) 112

11.2.4 Japan Agent Performance Optimization (APO) Consumption Market Size by Value and Volume Forecast (2018E-2025F) 113

11.2.5 Southeast Asia Agent Performance Optimization (APO) Consumption Market Size by Value and Volume Forecast (2018E-2025F) 114

11.2.6 South America Agent Performance Optimization (APO) Consumption Market Size by Value and Volume Forecast (2018E-2025F) 115

11.2.7 ROW Agent Performance Optimization (APO) Consumption Market Size by Value and Volume Forecast (2018E-2025F) 116

11.3 Global Agent Performance Optimization (APO) Revenue Forecast by Type (2018E-2025F) 116

11.4 Global Agent Performance Optimization (APO) Consumption Forecast by Application (2018E-2025F) 117

12 Marketing Strategy Analysis, Distributors/Traders 119

12.1 Marketing Channel 119

12.1.1 Direct Marketing 120

12.1.2 Indirect Marketing 121

12.1.3 Marketing Channel Development Trend 121

12.2 Market Positioning 121

12.2.1 Pricing Strategy 121

12.2.2 Brand Strategy 122

12.3 Downstream Buyers 124

13 Agent Performance Optimization (APO) Market Dynamics 126

13.1 Agent Performance Optimization (APO) Market Opportunities 126

13.2 Agent Performance Optimization (APO) Challenge and Risk 126

13.2.1 Challenges 126

13.2.2 Risk Factors 127

13.3 Agent Performance Optimization (APO) Market Driving Force 127

13.3.1 Growing Demand from Emerging Markets 127

13.3.2 Potential Application 128

13.4 Mergers & Acquisitions, Expansion 128

14 Market Effect Factors Analysis 132

14.1 Technology Progress in Related Industry 132

14.1.1 Call Center 132

14.1.2 Workforce Optimization 132

14.2 Consumer Needs/Customer Preference Change 133

14.3 Economic/Political Environmental Change 133

15 Research Findings and Conclusion 134

16 Appendix 135

Disclosure Section 135

Research Methodology 135

Data Source 136

Disclaimer 136

Author List 138

List of Tables and Figures

Figure Picture of Agent Performance Optimization (APO) 1

Figure Global Market Share of Agent Performance Optimization (APO) by Types in 2017 2

Table Classification of Agent Performance Optimization (APO) 2

Figure Cloud Workforce Management Software for Contact Centers 3

Figure On Premises Picture 3

Figure Agent Performance Optimization (APO) Consumption Market Share by Applications in 2017 4

Table Application of Agent Performance Optimization (APO) 4

Figure Small & Mid-sized Businesses Examples 5

Figure Large Enterprises Examples 5

Figure North America Agent Performance Optimization (APO) Revenue (Million USD) and Growth Rate (2013-2025F) 6

Figure Europe Agent Performance Optimization (APO) Revenue (Million USD) and Growth Rate (2013-2025F) 7

Figure China Agent Performance Optimization (APO) Revenue (Million USD) and Growth Rate (2013-2025F) 8

Figure Japan Agent Performance Optimization (APO) Revenue (Million USD) and Growth Rate (2013-2025F) 9

Figure Southeast Asia Agent Performance Optimization (APO) Revenue (Million USD) and Growth Rate (2013-2025F) 10

Figure South America Agent Performance Optimization (APO) Revenue (Million USD) and Growth Rate (2013-2025F) 11

Figure ROW Agent Performance Optimization (APO) Revenue (Million USD) and Growth Rate (2013-2025F) 12

Figure Global Agent Performance Optimization (APO) Revenue (Million USD) and Growth Rate (2013-2025F) 13

Table Global Agent Performance Optimization (APO) Revenue (Million USD) by Manufacturers (2013-2018E) 14

Table Global Agent Performance Optimization (APO) Revenue Share by Manufacturers (2013-2018E) 14

Figure 2013 Global Agent Performance Optimization (APO) Revenue Share by Manufacturers 15

Figure 2018E Global Agent Performance Optimization (APO) Revenue Share by Manufacturers 16

Figure 2017 Global Agent Performance Optimization (APO) Concentration Rate by Region 17

Figure 2017 Agent Performance Optimization (APO) Market Share of Top 3 Manufacturers 18

Figure 2017 Agent Performance Optimization (APO) Market Share of Top 5 Manufacturers 18

Table NICE Ltd Information List 19

Table Agent Performance Optimization (APO) Product Picture and Specifications of NICE Ltd 20

Table Agent Performance Optimization (APO) Revenue (Million USD) and Gross Margin of NICE Ltd 2013-2018E 23

Figure Agent Performance Optimization (APO) Revenue (Million USD) and Growth Rate of NICE Ltd 2013-2018E 23

Figure Agent Performance Optimization (APO) Revenue (Million USD) and Global Market Share of NICE Ltd 2013-2018E 24

Table Contact Information of NICE Ltd 24

Table Genesys Information List 24

Table Agent Performance Optimization (APO) Product Picture and Specifications of Genesys 25

Table Agent Performance Optimization (APO) Revenue (Million USD) and Gross Margin of Genesys 2013-2018E 27

Figure Agent Performance Optimization (APO) Revenue (Million USD) and Growth Rate of Genesys 2013-2018E 27

Figure Agent Performance Optimization (APO) Revenue (Million USD) and Global Market Share of Genesys 2013-2018E 28

Table Contact Information of Genesys 28

Table Verint Systems Inc Information List 28

Table Agent Performance Optimization (APO) Product Picture and Specifications of Verint Systems Inc 30

Table Agent Performance Optimization (APO) Revenue (Million USD) and Gross Margin of Verint Systems Inc 2013-2018E 31

Figure Agent Performance Optimization (APO) Revenue (Million USD) and Growth Rate of Verint Systems Inc 2013-2018E 32

Figure Agent Performance Optimization (APO) Revenue (Million USD) and Global Market Share of Verint Systems Inc 2013-2018E 32

Table Contact Information of Verint Systems Inc 32

Table ASPECT Information List 33

Table Agent Performance Optimization (APO) Product Picture and Specifications of ASPECT 33

Table Agent Performance Optimization (APO) Revenue (Million USD) and Gross Margin of ASPECT 2013-2018E 34

Figure Agent Performance Optimization (APO) Revenue (Million USD) and Growth Rate of ASPECT 2013-2018E 35

Figure Agent Performance Optimization (APO) Revenue (Million USD) and Global Market Share of ASPECT 2013-2018E 35

Table Contact Information of ASPECT 35

Table CALABRIO Information List 36

Table Agent Performance Optimization (APO) Specifications of CALABRIO 36

Table Agent Performance Optimization (APO) Revenue (Million USD) and Gross Margin of CALABRIO 2013-2018E 38

Figure Agent Performance Optimization (APO) Revenue (Million USD) and Growth Rate of CALABRIO 2013-2018E 38

Figure Agent Performance Optimization (APO) Revenue (Million USD) and Global Market Share of CALABRIO 2013-2018E 39

Table Contact Information of CALABRIO 39

Table FIVE9 Information List 39

Table Agent Performance Optimization (APO) Product Picture and Specifications of FIVE9 40

Table Agent Performance Optimization (APO) Revenue (Million USD) and Gross Margin of FIVE9 2013-2018E 41

Figure Agent Performance Optimization (APO) Revenue (Million USD) and Growth Rate of FIVE9 2013-2018E 41

Figure Agent Pent Performance Optimization (APO) Revenue Growth (2013-2018E) 77

Figure Global On Premises Type Agent Performance Optimization (APO) Revenue Growth (2013-2018E) 78

Table Global Agent Performance Optimization (APO) Revenue (Million USD) by Applications (2013-2018E) 78

Table Global Agent Performance Optimization (APO) Revenue Share by Applications (2013-2018E) 78

Figure Revenue Share of Agent Performance Optimization (APO) by Applications (2013-2018E) 79

Figure 2013 Revenue Market Share of Agent Performance Optimization (APO) by Applications 79

Figure 2018E Revenue Market Share of Agent Performance Optimization (APO) by Applications 80

Figure Global Agent Performance Optimization (APO) Consumption Growth Rate of Small & Mid-sized Businesses (2013-2018E) 80

Figure Global Agent Performance Optimization (APO) Consumption Growth Rate of Large Enterprises (2013-2018E) 81

Figure North America Agent Performance Optimization (APO) Market Size and Growth Rate (2013-2018E) 82

Table North America Agent Performance Optimization (APO) Market Size by Players (2013-2018E) 83

Table North America Agent Performance Optimization (APO) Market Share by Players (2013-2018E) 83

Table North America Agent Performance Optimization (APO) Market Size by Type (2013-2018E) 84

Table North America Agent Performance Optimization (APO) Market Share by Type (2013-2018E) 84

Figure North America Agent Performance Optimization (APO) Market Size Share by Type in 2017 85

Table North America Agent Performance Optimization (APO) Market Size by Application (2013-2018E) 85

Table North America Agent Performance Optimization (APO) Market Share by Application (2013-2018E) 85

Figure North America Agent Performance Optimization (APO) Market Size Share by Application in 2017 86

Figure Europe Agent Performance Optimization (APO) Market Size and Growth Rate (2013-2018E) 87

Table Europe Agent Performance Optimization (APO) Market Size by Players (2013-2018E) 88

Table Europe Agent Performance Optimization (APO) Market Share by Players (2013-2018E) 88

Table Europe Agent Performance Optimization (APO) Market Size by Type (2013-2018E) 89

Table Europe Agent Performance Optimization (APO) Market Share by Type (2013-2018E) 89

Figure Europe Agent Performance Optimization (APO) Market Size Share by Type in 2017 90

Table Europe Agent Performance Optimization (APO) Market Size by Application (2013-2018E) 90

Table Europe Agent Performance Optimization (APO) Market Share by Application (2013-2018E) 90

Figure Europe Agent Performance Optimization (APO) Market Size Share by Application in 2017 91

Figure China Agent Performance Optimization (APO) Market Size and Growth Rate (2013-2018E) 92

Table China Agent Performance Optimization (APO) Market Size by Players (2013-2018E) 93

Table China Agent Performance Optimization (APO) Market Share by Players (2013-2018E) 93

Table China Agent Performance Optimization (APO) Market Size by Type (2013-2018E) 94

Table China Agent Performance Optimization (APO) Market Share by Type (2013-2018E) 94

Figure China Agent Performance Optimization (APO) Market Size Share by Type in 2017 94

Table China Agent Performance Optimization (APO) Market Size by Application (2013-2018E) 95

Table China Agent Performance Optimization (APO) Market Share by Application (2013-2018E) 95

Figure China Agent Performance Optimization (APO) Market Size Share by Application in 2017 95

Figure Japan Agent Performance Optimization (APO) Market Size and Growth Rate (2013-2018E) 96

Table Japan Agent Performance Optimization (APO) Market Size by Players (2013-2018E) 97

Table Japan Agent Performance Optimization (APO) Market Share by Players (2013-2018E) 97

Table Japan Agent Performance Optimization (APO) Market Size by Type (2013-2018E) 98

Table Japan Agent Performance Optimization (APO) Market Share by Type (2013-2018E) 98

Figure Japan Agent Performance Optimization (APO) Market Size Share by Type in 2017 98

Table Japan Agent Performance Optimization (APO) Market Size by Application (2013-2018E) 99

Table Japan Agent Performance Optimization (APO) Market Share by Application (2013-2018E) 99

Figure Japan Agent Performance Optimization (APO) Market Size Share by Application in 2017 99

Figure Southeast Asia Agent Performance Optimization (APO) Market Size and Growth Rate (2013-2018E) 100

Table Southeast Asia Agent Performance Optimization (APO) Market Size by Players (2013-2018E) 101

Table Southeast Asia Agent Performance Optimization (APO) Market Share by Players (2013-2018E) 101

Table Southeast Asia Agent Performance Optimization (APO) Market Size by Type (2013-2018E) 102

Table Southeast Asia Agent Performance Optimization (APO) Market Share by Type (2013-2018E) 102

Figure Southeast Asia Agent Performance Optimization (APO) Market Size Share by Type in 2017 102

Table Southeast Asia Agent Performance Optimization (APO) Market Size by Application (2013-2018E) 103

Table Southeast Asia Agent Performance Optimization (APO) Market Share by Application (2013-2018E) 103

Figure Southeast Asia Agent Performance Optimization (APO) Market Size Share by Application in 2017 103

Figure South America Agent Performance Optimization (APO) Market Size and Growth Rate (2013-2018E) 104

Table South America Agent Performance Optimization (APO) Market Size by Players (2013-2018E) 105

Table South America Agent Performance Optimization (APO) Market Share by Players (2013-2018E) 105

Table South America Agent Performance Optimization (APO) Market Size by Type (2013-2018E) 106

Table South America Agent Performance Optimization (APO) Market Share by Type (2013-2018E) 106

Figure South America Agent Performance Optimization (APO) Market Size Share by Type in 2017 106

Table South America Agent Performance Optimization (APO) Market Size by Application (2013-2018E) 107

Table South America Agent Performance Optimization (APO) Market Share by Application (2013-2018E) 107

Figure South America Agent Performance Optimization (APO) Market Size Share by Application in 2017 107

Figure Global Agent Performance Optimization (APO) Revenue (Million USD) and Growth Rate Forecast (2018E-2025F) 108

Table Global Agent Performance Optimization (APO) Revenue (Million USD) Forecast by Regions (2018E-2025F) 108

Table Global Agent Performance Optimization (APO) Revenue Market Share Forecast by Regions (2018E-2025F) 109

Figure 2025F Global Agent Performance Optimization (APO) Revenue Share Forecast by Regions 109

Figure North America Agent Performance Optimization (APO) Consumption Market Size by Value (Million USD) Forecast (2018E-2025F) 110

Figure Europe Agent Performance Optimization (APO) Consumption Market Size by Value (Million USD) Forecast (2018E-2025F) 111

Figure China Agent Performance Optimization (APO) Consumption Market Size by Value (Million USD) Forecast (2018E-2025F) 112

Figure Japan Agent Performance Optimization (APO) Consumption Market Size by Value (Million USD) Forecast (2018E-2025F) 113

Figure Southeast Asia Agent Performance Optimization (APO) Consumption Market Size by Value (Million USD) Forecast (2018E-2025F) 114

Figure South America Agent Performance Optimization (APO) Consumption Market Size by Value (Million USD) Forecast (2018E-2025F) 115

Figure ROW Agent Performance Optimization (APO) Consumption Market Size by Value (Million USD) Forecast (2018E-2025F) 116

Table Global Agent Performance Optimization (APO) Revenue (Million USD) Forecast by Type (2018E-2025F) 116

Table Global Agent Performance Optimization (APO) Revenue Share Forecast by Type (2018E-2025F) 117

Figure 2025F Global Agent Performance Optimization (APO) Revenue Share Forecast by Type 117

Table Global Agent Performance Optimization (APO) Revenue (M USD) Forecast by Application (2018E-2025F) 117

Table Global Agent Performance Optimization (APO) Revenue Market Share Forecast by Application (2018E-2025F) 118

Figure 2025F Global Agent Performance Optimization (APO) Revenue Share Forecast by Application 118

Figure Marketing Channel of Agent Performance Optimization (APO) 119

Figure Marketing Channel Status of Agent Performance Optimization (APO) 120

Figure Direct Marketing of Agent Performance Optimization (APO) 120

Figure Pricing Strategy of Agent Performance Optimization (APO) 122

Figure Business Strategy of Agent Performance Optimization (APO) 123

Table Major Buyers of Agent Performance Optimization (APO) 124

Table Mergers & Acquisitions, Expansion 128