Product Type: Market Research Report
Published by: Frost & Sullivan
Published: November 2001
Product Code: R1-4075Description Call Centers Evolve into Multimedia Contact Centers
As a rising number of major Asia Pacific corporations implement e-commerce
solutions and customer relationship management initiatives, traditional call
centers will experience a rapid evolution into Next-Generation multimedia
contact centers. Companies are realizing that integrating new technologies
such as e-mail and web applications can help capture meaningful customer
information and enhance end users’ perception, expanding their market
presence. Consequently, markets for call center hardware and software applications
are projected to show significant growth over the forecast period.
This Frost & Sullivan study examines the markets for automatic call
distributor, outbound, interactive voice response, voice mail messaging, and
workforce management systems, plus customer interaction, computer
telephony integration enabling, and call monitoring software. By tracking
trends in different geographic regions and presenting expert revenue
forecasts, this study gives its users a privileged view of this fast-growing field.
Large Call Center Cutbacks Force Providers to Refocus Business Strategies
"Large call centers are reaching saturation levels in several countries," says
the study’s analyst. Implementation of these facilities requires substantial
initial capital investments in information technology hardware and software
followed by high maintenance and administration costs.
To reduce expenditures, many firms will shrink call center operations and
move from major cities to smaller, neighboring towns. "Micro call centers are
expected to gain prominence over the next couple of years," says the analyst.
The move to these centers is projected to initially occur in Hong Kong and
Australia. This study, which identifies potential obstacles and highlights emerging
opportunities, can help your company anticipate and avoid hurdles that
may lay ahead.
Meeting Increased Demand for Bundled Applications Determines Industry Leaders
"One-stop, turnkey solutions are catching on quickly with end users," writes
the analyst. Participants that previously focused on a single aspect of a call
center solution are increasingly offering bundled applications to satisfy
customers. One major enterprise is releasing a package that runs inbound and
outbound solutions on a server-based platform.
With competition intensifying among market participants, winners will be
those firms that can tailor complete solution to meet their customers’
specific industries. This study provides in-depth discussions of trends for key
end-user industries, from telecommunications and banking to healthcare and
utilities, enabling your company to better meet consumer needs and ultimately
maximize revenues.
Table of Contents 1. Executive Summary
A. Market Overview
B. Research Findings
2. Asia Pacific Call Center Hardware and Software Market, 1997-2007
A. All Products Market
B. Challenges Facing the Call Center Hardware and Software Market
C. Market Engineering Measurement Analysis
D. Market Engineering Awards for the Asia Pacific Call Center Market
E. Total Call Center ACD Systems Market Analysis
F. Market Engineering Measurement Analysis
G.Total Call Center Outbound Systems Market Analysis
H.Total Call Center Interactive Voice Response (IVR) Systems Market Analysis
I. Market Engineering Measurement Analysis
J. Total Call Center Interactive Voice Messaging Systems Market Analysis
K.Total Call Center Workforce Management Software Market Analysis
L. Total Call Center Customer Interaction Software Market Analysis
M.Total Call Center Call Monitoring Software Market Analysis
N. Call Center Hardware and Software Market by Vertical and Horizontal Industries 1997-2007
O. Market Overview of Telecommunications Industry
P. Market Overview of Banking & Finance Industry
Q. Market Overview of Hospitality Industry
R. Market Overview of Utilities Industry
S. Market Overview of Transport Industry
T. Market Overview of Healthcare Industry
U. Market Overview of Manufacturing Industry
V. Market Overview of Retail and Distribution Industry
W. Market Overview of Others Industry
X. Market Overview of Horizontal Industries
3. Market Engineering Research for the Australian Call Center Hardware and Software Market, 1997-2007
A. All Products Market
B. Challenges Facing the Call Center Hardware and Software Market
C. Market Engineering Measurement Analysis
D. Total Call Center ACD Systems Market Analysis
E. Total Call Center Outbound Systems Market Analysis
F. Total Call Center Interactive Voice Response (IVR) Systems Market Analysis
G. Total Call Center Interactive Voice Messaging Systems Market Analysis
H. Total Call Center Workforce Management Software Market Analysis
I. Total Call Center Customer Interaction Software Market Analysis
J. Market Overview and Definitions
K. Total Call Center CTI Enabling Software Market Analysis
L. Total Call Center Call Monitoring Software Market Analysis
M. Call Center Hardware and Software Market by Vertical and Horizontal Industries 1997-2007
N. Market Overview of Horizontal Industries
4. Market Engineering Research for the Hong Kong SAR Call Center Hardware and Software Market, 1997-2007
A. All Products Market
B. Challenges Facing the Call Center Hardware and Software Market
C. Market Engineering Measurement Analysis
D. Total Call Center ACD Systems Market Analysis
E. Total Call Center Outbound Systems Market Analysis
F. Total Call Center Interactive Voice Response (IVR) Systems Market Analysis
G. Total Call Center Voice Messaging Systems Market Analysis
H. Total Call Center Workforce Management Software Market Analysis
I. Total Call Center Customer Interaction Software Market Analysis
J. Total Call Center CTI Enabling Software Market Analysis
K. Total Call Center Call Monitoring Software Market Analysis
L. Call Center Hardware and Software Market by Vertical and Horizontal Industries 1997-2007
M. Market Overview of Telecommunication Industry
N. Market Overview of Banking & Finance Industry
O. Market Overview of Hospitality Industry
P. Market Overview of Utilities Industry
Q. Market Overview of Transportation Industry
R. Market Overview of Healthcare Industry
S. Market Overview of Manufacturing Industry
T. Market Overview of Retail & Distribution Industry
U. Market Overview of Outsourcing Industry
V. Market Overview of Other Industry
W. Market Overview by Horizontal Industries
5. Market Engineering Research for the Indian Call Center Hardware and Software Market, 1997-2007
A. All Products Market
B. Challenges Facing the Call Center Hardware and Software Market
C. Market Engineering Measurement Analysis
D. Total Call Center ACD Systems Market Analysis
E. Total Call Center Outbound Systems Market Analysis
F. Total Call Center Interactive Voice Response (IVR) Systems Market Analysis
G. Total Call Center Interactive Voice Messaging Systems Market Analysis
H. Total Call Center Workforce Management Software Market Analysis
I. Total Call Center Customer Interaction Software Market Analysis
J. Total Call Center CTI Enabling Software Market Analysis
K. Total Call Center Call Monitoring Software Market Analysis
L. Call Center Hardware and Software Market by Vertical and Horizontal Industries 1997-2007
M. Market Overview of Telecommunications Industry
N. Market Overview of Banking & Finance Industry
O. Market Overview of Hospitality Industry
P. Market Overview of Utilities Industry
Q. Market Overview of Transport Industry
R. Market Overview of Healthcare Industry
S. Market Overview of Manufacturing Industry
T. Market Overview of Retail and Distribution Industry
U. Market Overview of Outsource Industry
V. Market Overview of Others Industry
W. Outsourcing Call Center Services Market
X. Challenges Facing the Outsourcing Call Center Services Market
6. Market Engineering Research for the Indonesian Call Center Hardware and Software Market, 1997-2007
A. Forecast for Total Call Center Market
B. Challenges Facing the Call Center Hardware and Software Market
C. Market Engineering Measurement Analysis
D. Total Call Center ACD Systems Market Analysis
E. Total Call Center Outbound Systems Market Analysis
F. Total Call Center Interactive Voice Response (IVR) Systems Market Analysis
G.Total Call Center Interactive Voice Messaging Systems Market Analysis
H.Total Call Center Workforce Management Software Market Analysis
I. Total Call Center Customer Interaction Software Market Analysis
J. Total Call Center CTI Enabling Software Market Analysis
K.Total Call Center Call Monitoring Software Market Analysis
L. Call Center Hardware and Software Market by Vertical and Horizontal Industries 1997-2007
M. All Products Market
N. Market Overview of Telecommunications Industry
O. Market Overview of Banking and Finance Industry
P. Market Overview of Hospitality Industry
Q. Market Overview of Utilities Industry
R. Market Overview of Transportation Industry
S. Market Overview of Healthcare Industry
T. Market Overview of Manufacturing Industry
U. Market Overview of Retail and Distribution Industry
V. Market Overview of the Outsourcing Industry
W. Market Overview of Other Industries
X. Market Overview of Horizontal Industries
7. Market Engineering Research for the Japan Call Center Hardware and Software Market 1997-2007
A. All Products Market
B. Challenges Facing the Call Center Hardware and Software Market
C. Market Engineering Measurement Analysis
D. Total Call Center ACD Systems Market Analysis
E. Total Call Center Outbound Systems Market Analysis
F. Total Call Center Interactive Voice Response (IVR) Systems Market Analysis
G.Total Call Center Voice Messaging Systems Market Analysis
H.Total Call Center Workforce Management Software Market Analysis
I. Total Call Center Customer Interaction Software Market Analysis
J. Total Call Center CTI Enabling Software Market Analysis
L. Total Call Center Call Monitoring Software Market Analysis
M. Call Center Hardware and Software Market by Vertical and Horizontal Industries 1997-2007
N. Market Overview of Telecommunications Industry
O. Market Overview of Banking and finance Industry
P. Market Overview of Hospitality Industry
Q. Market Overview of Utilities Industry
R. Market Overview of Transportation Industry
S. Market Overview of Healthcare Industry
T. Market Overview of Manufacturing Industry
U. Market Overview of Retail and distribution Industry
V. Market Overview of Outsourcing Industry
W. Market Overview of the Others Industry
X. Market Overview of Horizontal Industries
7. Market Engineering Research for the Malaysian Call Center Hardware and Software Market, 1997-2007
A. Market Overview and Definitions
B. Challenges Facing the Call Center Hardware and Software Market
C. Market Engineering Measurement Analysis
D. Total Call Center ACD Systems Market Analysis
E. Total Call Center Outbound Systems Market Analysis
F. Total Call Center Interactive Voice Response (IVR) Systems Market Analysis
G.Total Call Center Voice Messaging Systems Market Analysis
H.Total Call Center Workforce Management Software Market Analysis
I. Total Call Center Customer Interaction Software Market Analysis
J. Total Call Center CTI Enabling Software Market Analysis
K.Total Call Center Call Monitoring Software Market Analysis
L. Call Center Hardware and Software Market by Vertical and Horizontal Industries 1997-2007
M. Market Overview of Telecommunications Industry
N. Market Overview of the Banking and Finance Industry
O. Market Overview of the Hospitality Industry
P. Market Overview of the Utilities Industry
Q. Market Overview of the Transport Industry
R. Market Overview of Healthcare Industry
S. Market Overview of Manufacturing Industry
T. Market Overview of Retail and Distribution Industry
U. Market Overview of Outsource Industry
V. Market Overview of Others Industry
W. Market Overview of Horizontal Industries
X. Outsourcing Call Center Services Market
8. Market Engineering Research for the New Zealand Call Center Hardware and Software Market, 1997-2007
A. All Products Market
B. Challenges Facing the Call Center Hardware and Software Market
C. Market Engineering Measurement Analysis
D. Total Call Center ACD Systems Market Analysis
E. Total Call Center Outbound Systems Market Analysis
F. Total Call Center Interactive Voice Response (IVR) Systems Market Analysis
G.Total Call Center Interactive Voice Messaging Systems Market Analysis
H.Total Call Center Workforce Management Software Market Analysis
I. Total Call Center Customer Interaction Software Market Analysis
J. Total Call Center CTI Enabling Software Market Analysis
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