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The Philippine Call Center Industry: What's in It for ICT Suppliers?Product Type: Market Research ReportPublished by: IDC Published: September 2004 Product Code: R104-16847 Description
This IDC study intends to illustrate the information and communication technology (ICT) spending patterns of the call center market players. This study also focuses on the current infrastructures and resources and future business movements as well as future requirements and needs that would provide market opportunities for ICT vendors and service providers. "The call center market in the country will further energize local ICT-related spending activities, especially as new market players are now making intense efforts to locate themselves in the local arena. Likewise, recognized stalwarts are also deepening their foothold in the market through expansion projects that would translate to various ICT-related spending, particularly on communication services and hardware and networking products. Vendors and service providers need to strategize well through understanding the business operations of the call center market players," says Jubert Daniel Alberto, market analyst, IDC Philippines. Table of Contents
Table of ContentsIDC Opinion In This Study Methodology Executive Summary Situation Overview Overall Economic and Business Environment in the Philippines Economic and Sociopolitical Scenario Call Center Industry in the Philippines The Birth of Call Centers in the Philippines The Philippine Advantage Figure: Philippine Export Zone Authority-Approved Investments on the Call Center Industry, 2000 and 2003 Call Center Locations Figure: Map of Call Center Industry Expansion in the Philippines, 2004 Call Center Facilities Major Challenges Ahead Government Initiatives for the Call Center Industry Contact Center Association of the Philippines Philippine Call Center Marketplace Figure: Philippine Call Center Market Number of Seats, 2004 Call Center Operations Geographic and Vertical Industry Distribution of Client Bases Call Center Infrastructures and Resources Figure: Philippine Call Center Market Distribution of Information and Communication Technology Spending (Top Call Centers Based on Number of Seats), 2003 Overall Information and Communication Technology Spending Figure: Philippine Call Center Market Information and Communication Technology Spending by Category, 2003 IT Investments by Year of Establishment Figure: Philippine Call Center Market Information and Communication Technology Categories Spending by Year of Establishment, 2003 Key ICT Trends Figure: Philippine Call Center Market Information and Communication Technology Categories Spending by Type of Ownership, 2003 Hardware Deployment Computing Systems Networking Equipment Software and Solutions Deployment IT Services Environment Telecommunications Spending Future Outlook Call Center Market Future Strategies Call Center Market Future Needs and Requirements Hardware Deployment Software and Solutions Environment IT Services Environment Telecommunications Spending Essential Guidance Learn More Related Research Definitions Call Center/Customer Contact Center Computing Hardware IT Services Networking Equipment Packaged Software Synopsis |
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