Manoeuvrability within the US SMB Contact Center space: Industry Report

Manoeuvrability within the US SMB Contact Center space

Product Type: Market Research Report
Published by: Datamonitor
Published: January 2006
Product Code: R313-14214

Description

Introduction
A bird's-eye view of the US market illustrates that it is the highest spending country in the world for contact center technologies, yet this spending pattern is disjointed as the number of contact centers is declining.

Scope
The low end is both a growing and revenue-captivating opportunity.
Inspirational Service Provider propositions are key for aspirational revenue growth.
Technological improvements augment the increase in small contact centers.
Highlights
High saturation levels of contact center technology and limited discretionary budgets mean opportunities for technology vendors lie primarily in upgrades and in improving functionality. Behind the façade of declining contact centers and growing technology spend is a different story. The US small contact center technology spend will increase; why?

Reasons to Purchase
Understand the main challenges and drivers to small contact center growth.
Understand how inspirational propositions are needed to improve vendors revenues.
Understand how technological improvements can aid in the provisioning of contact center solutions.

Table of Contents

TABLE OF CONTENTS

INTRODUCTION 6

THE LOW END PRESENTS BOTH A GROWING AND REVENUE-CAPTIVATING OPPORTUNITY 6

IT Adoption 7

Physical resource limitations leads to technology adoption 8

Technologies currently used 8

Price sensitive yet value for money 11

INSPIRATIONAL SERVICE PROVIDER PROPOSITIONS ARE KEY FOR ASPIRATIONAL REVENUE GROWTH 12

Start small think big doesn’t mean growing pains 12

All-in-one paves the way 13

Focused Channel partnerships for success 14

Hosted Solutions 14

TECHNOLOGICAL IMPROVEMENTS AUGMENT THE INCREASE IN SMALL CONTACT CENTERS 16

Does the growth of IP spell the demise of TDM? 16

The expediency of open source software has clear cost benefits for SMBs 17

APPENDIX 19

Definitions 19

Research methodology 19

Future readings 19

SPP writing team 20

LIST OF TABLES

Table 1: Overall Technology and Contact Center development in the US 6

Table 2: US small contact center technology spend 9

Table 3: Contact Centers by size-band (US) 12

Table 4: Benefits of managed services 15

LIST OF FIGURES

Figure 1: Overall Technology and Contact Center development in the US 7

Figure 2: US small contact center technology spend 9

Figure 3: Total US APs by IP and TDM (000s) 16

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