Contact Center Component Technolgies 2005: Industry Report

Contact Center Component Technolgies 2005

Product Type: Market Research Report
Published by: Datamonitor
Published: July 2005
Product Code: R313-11195

Description

Introduction
This is Datamonitor's core report analyzing the global market for inbound and outbound contact center routing technology.

Scope
Covers 19 country markets across all inbound and outbound contact center routing technologies from 2005 to 2009
Segments the market into five size-bands and 12 vertical markets.
Highlights
Analyzes the key market trends, including distributed contact centers, IP telephony and SIP, offshoring and nearshoring, and managed and hosted services.

Competitive positioning of 30 technology vendors.

Reasons to Purchase
Understand where and how the contact center technology market will grow during the next five years.
Analyze the competitive landscape.
Determine which markets will generate the best return on your sales and marketing dollars.

Table of Contents

TABLE OF CONTENTS

CHAPTER 1 EXECUTIVE SUMMARY 3

Introduction 3

Technologies covered in this report 3

Market trends 4

Market Size 4

Competitive Dymanics 6

Market numbers 7

CHAPTER 2 INTRODUCTION 14

Technologies covered in this report 14

What is included in the numbers? 15

Regional definitions 17

CHAPTER 3 MARKET TRENDS 18

The distributed contact center 18

IP telephony and SIP 22

Offshoring and nearshoring 23

Self service 26

Managed and hosted services 27

Other important trends 28

‘All-in-one-box’ contact center solutions 28

The growth of the mid-market 30

Rapidly growing new markets 30

Multimedia 31

CHAPTER 4 MARKET SIZING 32

Global revenues 32

Outbound revenues 34

Revenues by vertical 36

Revenues by size-band 39

Regional revenues 40

North America 42

Europe, Middle East and Africa 44

Asia Pacific 48

Caribbean and Latin America 51

CHAPTER 5 COMPETITIVE DYNAMICS 53

Competitive presenence by technology 54

Competitive presence by region 55

Competitive presence by size-band 56

CHAPTER 6 APPENDIX 57

Supplementary data 57

Definitions 57

Vertical markets 58

Research methodology 60

Future readings 60

SPP writing team 61

Author 61

Sales enquiries 61

How to contact experts in your industry 61

LIST OF TABLES

Table 1: Geographical coverage 17

Table 2: Global technology revenues by application, 2004 - 2009 33

Table 3: Global outbound revenues by region, 2004 - 2009 36

Table 4: Global contact center technology revenues by vertical market, 2004 - 2009 38

Table 5: Global technology revenues by size-band, 2004 - 2009 40

Table 6: Global technology revenues by region, 2004 - 2009 41

Table 7: North American technology revenues by country, 2004 - 2009 43

Table 8: North American contact center technology revenues by vertical market, 2004 - 2009 43

Table 9: North American technology revenues by size-band, 2004 - 2009 44

Table 10: EMEA technology revenues by country, 2004 - 2009 46

Table 11: EMEA contact center technology revenues by vertical market, 2004 - 2009 47

Table 12: EMEA technology revenues by size-band, 2004 - 2009 47

Table 13: EMEA technology revenues by country, 2004 - 2009 49

Table 14: APAC contact center technology revenues by vertical market, 2004 - 2009 50

Table 15: APAC technology revenues by size-band, 2004 - 2009 50

Table 16: CALA technology revenues by country, 2004 - 2009 51

Table 17: CALA contact center technology revenues by vertical market, 2004 - 2009 52

Table 18: CALA technology revenues by size-band, 2004 - 2009 52

Table 19: Competitive presence by region 54

Table 20: Competitive presence by region 55

Table 21: Competitive presence by size-band 56

LIST OF FIGURES

Figure 1: Global technology revenues by application, 2004 - 2009 5

Figure 2: Global technology revenues by region, 2004 - 2009 6

Figure 3: Distributed contact center infrastructure 19

Figure 4: Managed services deployment model 27

Figure 5: Global technology revenues by application, 2004 - 2009 32

Figure 6: Global outbound revenues by region, 2004 - 2009 35

Figure 7: Global contact center technology revenues by vertical market, 2004 - 2009 37

Figure 8: Global technology revenues by size-band, 2004 - 2009 39

Figure 9: Global technology revenues by region, 2004 - 2009 41

Figure 10: Net cumulative market growth by region, 2004 - 2009 42

Figure 11: EMEA technology revenues by country, 2004 - 2009 45

Figure 12: APAC technology revenues by country, 2004 - 2009 48

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