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Home > Computers and Information Technology > Software > CRM & Customer Service
Call Center Component Technologies
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| Published Date:
December 2002
Published By:
Datamonitor
Page Count:
191
Order Code:
R313-5207
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| This report will cover the size of the ACD market, IP-ACD, CTI, IVR, predictive dialing, and call recording. It will cover EMEA and North America and give breakdowns by national and vertical markets, as well as forecast growth until 2007. Where possible, market shares will be given.Sizes the call center technology market by technology from 2001 to 2007Segments the market by four call center size-bands by country until 2007Segments major markets in EMEA and the three regions (EMEA, North America and Rest of World) by 13 vertical markets until 2007Growth forecasts for ACD, CTI, IVR, PD, recording and IP to 2007The global call center component technology market will grow from $4.1bn in 2002 to $5.5bn in 2007. This represents a CAGR of 6%. The largest call center market in EMEA is the UK and comprises 32.5% of the total EMEA market. It is also the most sophisticated call center technology market in EMEA.The fastest growing call center technology is call recording, while the slowest growing is Automatic Call Distributors. The fastest growing vertical markets are public sector and outsourcing. Adoption of IP technologies will occur much faster in EMEA than North America.Identify the largest and fastest growing call center technology markets in EMEA and North AmericaIdentify the most important and fastest growing vertical markets by countryUnderstand the opportunities across different call center size bands by countryDetermine the effect of the IP and multimedia across EMEAUnderstand the changing competitive strategies of vendors, service providers and systems integrators
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