Contact Center Technology For The Offshore Market (Strategy Focus): Industry

Contact Center Technology For The Offshore Market (Strategy Focus)

Published Date: July 2006

Published By: Datamonitor

Page Count: 15

Order Code: R313-16907

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Description

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Introduction

This brief describes the technology requirements of enterprises and outsourcers that are migrating some or all of their contact centers to offshore and nearshore locations.

Scope

Provides an overview of the major offshore and nearshore destinations.
Sizes the population of offshore outsourced APs serving top 10 geographical markets.
Provides an overview of the most common outsourcing scenarios.
Sizes the outsourced contact center technology spending by region.

Highlights

The worldwide market for offshore outsourced contact center services will grow at a five-year compound annual growth rate (CAGR) of 13.4% to over 300,000 offshore outsourced agent positions (APs) by 2010.

India, the Philippines and Canada are currently the biggest offshore outsourced markets.

APAC will overtake North America in terms of outsourced technology spending by 2009.

Reasons to Purchase

To understand the size and growth potential of the offshore outsourced market.
To understand the market opportunity for contact center technology in the offshore and nearshore contact center markets.
To understand the technology trends that will be seen in the outsourced market over the coming years.

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