Selling Contact Center Technology in Central and Eastern Europe (Market Focus)

• Examines the current state of the Central and Eastern European contact center market.
• Identifies the growth opportunities in the market.
• Examines the issues the contact center vendors will need to take heed of when selling to this market.
• Provides key strategic recommendations to penetrate the CEE contact center market.

• Understand the risks present in the Central and Eastern European contact center market environment.
• Learn where the opportunities are, both vertically and in terms of sizebands.
• Identify the best path to market over the long term.

DATAMONITOR VIEW

CATALYST

The expansion in demand for products and services in Asia, Eastern Europe, Latin America, the Middle East and Africa, combined with the increase in offshoring, will lead to the creation of four times as many new agent positions in developing markets over the next four years as in developed markets. Vendors will need to carefully target resources by country and vertical market in order to generate profitable revenue growth.

SUMMARY

METHODOLOGY

ANALYSIS

CEE represents a unique opportunity for contact center vendors in a slowing global market

The contact center market in Central and Eastern Europe continues to experience a robust growth rate

A combination of several factors will drive the growth of APs in Central and Eastern Europe

By 2009 the CEE market will be worth $246.5 million to contact center technology vendors

The greatest opportunity lies in Financial Services, Outsourcing, Communications and SMEs

Financial Services leads the way

Outsourcing is also pivotal to growth in CEE

Deregulation and liberalization in the communications industry are key drivers for growth

Sizeband opportunities for vendors

Vendors should be careful since the CEE market has some risks

Often large contact centers are just the result of a corporate initiative

The offshore sector of the market is quite saturated by "big brands"

Immature approach to technology

Further considerations for vendors to take heed of:

To overcome drawbacks, sales strategies must be formed very carefully

APPENDIX

Further reading

Ask the analyst

List of Tables

Table 1: Total APs in Central and Eastern Europe segmented by country (000s)

Table 2: CEE technology revenues by application ($m), 2004-2009

Table 3: Agent positions in CEE segmented by sizebands, 2004-2009

Table 4: Agent positions in CEE segmented by vertical market, 2004-2009

List of Figures

Figure 1: CEE technology revenues by application, 2004-2009

Figure 2: Agent positions in CEE segmented by vertical market, 2004-2009