Frost & Sullivan—Market Insight: Cloud-Based Agent Performance Optimization Applications
The Last Great Shift to the Cloud
Cloud deployment has become the preferred method for companies sourcing their CRM and contact center applications for inbound and outbound contact handling. Agent performance optimization (APO)–comprising analytics, quality monitoring (QM), and workforce management (WFM–is no longer an exception. New research from Frost & Sullivan reveals a trend toward cloud-based APO applications.
This Market Insight examines the prospects for these applications and discusses when it might be appropriate for contact centers to complete the move into the cloud with hosted APO.