Asia Pacific - Building a World Class Government Call Center

This Frost & Sullivan research service entitled "Asia Pacific - Building a World Class Government Call Center" provides market revenues and forecasts, revenue forecasts by technology and government's ICRM spending. In this research, Frost & Sullivan's expert analysts thoroughly examine two case studies: Hong Kong Efficiency Unit and Centerlink Australia.

This study highlights the e-government contact center initiatives in the Asia Pacific, as well as the major trends observed in the market. It includes market drivers and forecasts, as well as revenue forecasts by technology and government's ICRM spending.

1. Building a World Class Government Call Center
        1. Introduction
                1. Introduction
        2. The Changing Enterprise Communications Landscape
                1. The Changing Enterprise Communications Landscape
        3. E-Government Evolution
                1. E-Government Evolution
        4. HK Efficiency Unit Example
                1. HK Efficiency Unit Example
        5. Contact Center Model Should be Planned Well
                1. Contact Center Model Should be Planned Well
        6. Technology Roadmap for Centerlink Australia
                1. Technology Roadmap for Centerlink Australia
        7. Top Business and Technology Drivers in a Contact Center
                1. Top Business and Technology Drivers in a Contact Center
        8. Asia Pacific Contact Center Statistics
                1. Asia Pacific Contact Center Applications – Revenue Assessment
                2. Top Applications Investment Priorities in 2004
                3. Contact Center Spending of Government in 2004
        9. The IP Contact Center is a Hot Button Now
                1. The IP Contact Center is a Hot Button Now
        10. Collaboration is Increasing Across Enterprises
                1. Collaboration is Increasing Across Enterprises
        11. Starting and Having a Vision is Key
                1. Starting and Having a Vision is Key
        12. Future Trends in the Contact Center Space
                1. Future Trends in the Contact Center Space