acquired by Witness Systems in 2005) account for two-thirds of the li- cense revenues in 2003 (according to the Frost and Sullivan 2003 World Agent Performance Optimization Markets). Genesys Telecommunica- tions Laboratories Inc. is an up-and-comer in this market and, as a sub- sidiary of France-based Alcatel, has the advantage of substantial inter- national distribution channels. Vendors include Aspect, Blue Pumpkin (acquired by Witness Systems in 2005), CenterForce Technologies (ac- quired by Concerto Software, Inc.), Envision Telephony, Inc., Genesys Telecommunications Laboratories, Inc., Global Management Technolo- gies Corp. (GMT), IEX Corporation, ISC Consultants, Inc., Left Bank Solutions Inc., OdySoft Inc., Pipkins, Inc., Portage Communications, Inc., and Symon Communications Inc. Through 2004, the majority of the WFM product offerings were designed for United States­based contact centers with more than 100 agents. The market sweet spot was contact centers with 250-plus agents. By mid-2005, expect to see more feature- rich offerings directed at small and mid-size contact centers. Surveying Software