Introduction
The databook is a detailed information resource covering current and forecast contact center market data. The market is sized both in terms of agent positions and technology spending, and the data is segmented by vertical market, in-house/outsourced, size-band, type of technology, IP/TDM, and hosted/CPE.
Scope
All market forecasts are from 2004 to 2009 inclusive. All agent position and technology spending data is segmented by size-band and vertical market. Spending data for inbound routing hardware and software, outbound, workforce management, quality monitoring, agent analytics and eLearning.
Highlights
The expansion in demand for products and services in Asia, Eastern Europe, Latin America, the Middle East and Africa, combined with the increase in offshoring, will lead to the creation of four times as many new agent positions in developing markets over the next four years as in developed markets. Vendors will need to carefully target resources by country and vertical market in order to generate profitable revenue growth.
Reasons to Purchase
Gain insight into key contact center growth patterns. Understand evolving contact center technology investment and adoption. Identify the fastest growing vertical markets for contact center technology and services.
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