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
Overall domestic agent position growth is slowing or declining in North America and Western Europe.
Technology and business changes - including IP telephony, virtualization, managed and hosted services, workforce optimization technologies, SME growth, and public sector spending are driving increased investment. Consequently technology spending will continue to rise, but learning exactly how to tap into it will be more critical than ever.
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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