The Vertical Guide to Contact Centers in North America: Industry Research Report

The Vertical Guide to Contact Centers in North America

Published Date: August 2004

Published By: Datamonitor

Page Count: 102

Order Code: R313-7058

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Description

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Introduction
This report highlights calling types in each vertical that will lead to call center growth and technology spending. The Canadian and American contact center markets are sized using the following metrics: Number of call centers, agent positions (APs), regional and sizeband distribution of APs and contact centers, number of multimedia contact centers and vertical market distribution.

Scope
Growth projections for all datasets from 2003 to 2008
Primary and secondary research with leading outsourcers and call center technology vendors
Highlights
The American contact center market will shrink due to the use of self-service technologies, the effects of the federal do-not-call list and offshore outsourcing. The Canadian contact center market will grow due to nearshore outsourcing from the US but the majority of growth will be in call centers serving domestic customers.

Reasons to Purchase
Identify key growth opportunities within the Canadian and American contact center markets
Assess product pipelines by understanding call center functions and the effect on component technology spending
Enhance your understanding of the reasons behind call center growth in specific verticals

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