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End-user attitudes to managed and hosted contact center services in North America and Western Europe

Product Type: Market Research Report
Published by: Datamonitor
Published: September 2005
Product Code: R313-11835
Description
Introduction
This study, based on a survey of 406 contact center decision markers, analyzes the end-user attitudes to managed and hosted contact center services in North America and Western Europe. It covers a number of topics, including technology penetration, main market drivers and barriers to the uptake of hosted contact center services, preferred hosted services providers and pricing models.

Scope

  • Based on interviews conducted in all the major countries in Western Europe and also USA and Canada.
  • Verticals covered include Banking, Communications, Healthcare, Insurance, Manufacturing, Public Sector and Retail.
  • Interviews were carried out over a range of contact center sizes.

    Highlights

  • An analysis of the end-user attitudes in North America and Western Europe to managed and hosted contact center services.
  • Datamonitor expects growth in the number of respondents purchasing hosted applications over the next five years.
  • The biggest growth areas will be advanced and IP contact center solutions and self-services solutions.

    Reasons to Purchase

  • Understand the attitudes of end-users to managed and hosted contact center services in North America and Western Europe.
  • Identify the market drivers and barriers to the uptake of hosted contact center solutions.
  • Select the right channels and pricing models with which to approach the hosted services market.
    Table of Contents
    Please Note: Due to the brevity and/or nature of the content posted, there is no table of contents available for this report.
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