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Call Center Growth Strategies: Vendor Opportunities in North America and EuropeProduct Type: Market Research ReportPublished by: Business Insights Published: January 2005 Product Code: R162-632 Description The contact center market has seen little consolidation over the last three years, in comparison to most other technology markets, the market has continued to grow and few vendors have suffered in the way that CRM applications vendors have suffered. ‘Call Center Growth Strategies: Vendor opportunities in North America and Europe’ is a new management report that highlights where profit opportunities exist for call center technology vendors, customer relationship outsourcing providers, CRM and call center hardware and software resellers, consultants and integrators. The global call center market is a diverse market and spending patterns vary widely from region to region. This report details the market by country, call center size and vertical market to allow vendors and resellers to better focus their call center initiatives.Table of Contents Table of ContentsCall Center Growth Strategies Executive Summary 12 Key market drivers 12 Call center technologies 13 A vertical guide to selling call center technologies 14 Opportunities in the EMEA call center market 15 Opportunities in the North American call center market 15 Call center size bands: big is not always beautiful 16 Chapter 1 Introduction 20 What is this report about 20 Who is the target reader 20 Definitions 21 Agent position (AP) 21 Agents 21 Call center 21 Contact center 22 CRM 22 Outsourcing 22 Private (automatic) branch exchange (PBX) 22 Screen popping 22 Speech recognition 23 Voice over Internet Protocol (VoIP) 23 Web-channels 23 Web-based self-service 23 Chapter 2 Key market drivers 26 Summary 26 Market context 27 Off shoring 27 iv Managed and hosted services 29 IP migration and distributed environments 30 Self-service 31 Growth in mid-market 33 From hardware to software and open standards 34 Multi -channel call centers 35 Growth in multi-channel call centers 35 Chapter 3 Call center technologies 38 Summary 38 Definitions 39 Automatic call distributor (ACD) 39 Interactive Voice Response (IVR) 39 Computer Telephony Integration (CTI) 40 Outbound 40 Workforce optimization technologies (WOTs) 40 Quality Monitoring (QM) 40 Workforce management (WFM) 41 eLearning 41 Agent analytics 41 Market overview 42 ACD growth declines in mature markets 42 Eastern Europe and MEA offer ACD vendors most promise 43 ACD vendors need to locate new opportunities in developing markets 43 ACD vendors need to target smaller call centers 44 Key issues for ACD vendors 44 The effects of IP 44 The growth in low-end solutions 45 Hosted ACD / call center on demand 45 IVR: from call routing to self-service 46 IVR spending priorities vary by region 46 Rapidly growing verticals pick self-service solutions 47 IVR reaches beyond its high-end technology roots 47 Key issues for IVR vendors 47 Speech recognition and open standards 47 Hosting / managed services 47 IVR and the broader self-service market 48 The self-service / offshore substitution effect 48 IVR as part of a broader suite of call center applications 48 CTI: an attractive growth market 48 Penetration will remain high in developed countries 48 Mature verticals continue to dominate CTI investment 49 CTI retains high-end focus 50 Key issues for CTI vendors 50 v The growth of the switch-independent routing market 50 Do not ignore multimedia applications 50 Networked call centers / managed services 50 Inherent CTI 51 Regulation drives outbound spending 51 Greater support for outbound in the US 51 Outsourcing provides growth for outbound 52 Growth at both ends of the spectrum 52 Key issues for vendors 52 Increasing regulation - especially in the US 52 Increasing offshore spending 52 Growth in proactive service 52 Workforce optimization (WOTs) 53 Agent analytics the fastest growing sector within WOTs 53 Targeting vertical sectors 53 WOTs solutions merging 54 Key issues for vendors 55 Integration is key 55 Leverage experience in setting KPIs 55 Present clients with a ‘deployment roadmap’ 55 Partnerships are key to successful participation in the market 56 Consider alternative sources of revenue 56 Sell call center experience 56 Show demonstrable ROI benefit 56 Chapter 4 A vertical guide to selling call center technologies 58 Summary 58 Introduction 59 Heavyweight spenders 59 Key growth sectors for call center technologies 62 Vertical Insight 63 Communications 63 Definition 63 State of play 63 Opportunities for vendors 63 What communications call centers will buy 65 Distribution and wholesale 65 Definition 65 State of play 65 Opportunities for vendors 66 What distribution and wholesale call centers will buy 66 Entertainment, media and leisure 67 Definition 67 State of play 67 vi Opportunities for vendors 67 What entertainment call centers will buy 68 Financial services 69 Definition 69 State of play 69 Opportunities for vendors 70 What financial services call centers will buy 70 Healthcare and pharmaceuticals 71 Definition 71 State of play 71 Opportunities for vendors 72 What healthcare and pharmaceutical call centers will buy 73 Manufacturing 74 Definition 74 State of play 74 Opportunities for vendors 75 What manufacturing call centers will buy 75 Outsourcing 76 Definition 76 State of play 76 Opportunities for vendors 78 What outsourcers will buy 78 Public sector 79 Definition 79 State of play 79 Opportunities for vendors 80 What government call centers will buy 81 Retail 82 Definition 82 State of play 82 Opportunities for vendors 83 What retail call centers will buy 84 Technology 84 Definition 84 State of play 84 Opportunities for vendors 85 What technology call centers will buy 86 Travel and tourism 86 Definition 86 State of play 86 Opportunities for vendors 87 What travel and tourism call centers will buy 88 Utilities 89 Definition 89 State of play 89 Opportunities for vendors 90 What utilities call centers will buy 91 vii Chapter 5 Opportunities in the EMEA call center market 94 Summary 94 Introduction 95 Segmenting the market 96 Implications for vendors 98 Country insight 99 France 99 Germany 100 Italy 101 Netherlands 101 Spain 102 UK 103 The Nordics 104 Rest of Western Europe 105 Eastern Europe 105 Middle East and Africa 108 Chapter 6 Opportunities in the North American call center market 112 Summary 112 Introduction 113 US call center market 113 Regional distribution 114 Canadian call center market 115 Regional distribution 115 Implications for vendors 116 Chapter 7 Call center size bands: big is not always beautiful 118 Summary 118 Global overview 119 Implications for vendors 119 Call center size bands in EMEA 120 Country insight 121 France 121 Germany 122 viii Italy 123 Netherlands 124 Spain 125 UK 126 Nordics 127 Rest of Western Europe 127 Eastern Europe 128 Call center size bands in North America 129 American size band distribution 129 Canadian size band distribution 130 Chapter 8 Key vendors in the call center market 134 Strategic recommendations 134 Call center technology vendors 134 Outsourcing providers 134 Resellers and system integrators 135 Competitive strengths of call center technology vendors 135 Vendor strength by technology 136 Vendor strength by region 137 Vendor strength by size band 138 The WOTs market 139 Quality Monitoring 139 ASC 139 Envision 140 NICE 140 Verint 141 Witness 141 Workforce Management 142 Aspect 142 Blue Pumpkin 143 Genesys 144 IEX 144 Teleopti 145 Q-MAX 145 Agent Analytics 146 AIM 146 Dictaphone CRS 146 Merced Systems 146 Performix 147 eLearning 148 Knowlagent 148 ix List of Figures Figure 3.1: Global contact center technology product revenues by technology 42 Figure 3.2: The building blocks of WOTs 54 Figure 4.3: Call centers in EMEA segmented by vertical market, 2003 & 2008 60 Figure 5.4: Call centers and agent positions in EMEA, 2003 - 2008 95 Figure 5.5: The EMEA call center universe 97 Figure 6.6: North American call center and AP growth, 2003 - 2008 114 Figure 7.7: Call centers in EMEA segmented by call center size, 2003 and 2008 121 Figure 7.8: American size band distribution of APs (000s), 2003 129 Figure 7.9: Canadian size band distribution of call centers, 2003 130 List of Tables Table 3.1: Global ACD product revenues by technology 45 Table 4.2: North American vertical market distribution (000s), 2003 & 2008 61 Table 6.3: Canadian call centers and APs (000s), 2003 - 2008 115 Table 8.4: Competitive strengths by technology 136 Table 8.5: Competitive strengths by region 137 Table 8.6: Competitive strengths by size band 138 |
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