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Contact centers in APAC (Databook)

Product Type: Market Research Report
Published by: Datamonitor
Published: July 2006
Product Code: R313-15577
Description
Introduction

The databook is a detailed information resource covering current and forecast data on the contact center market in APAC. The market is sized both in terms of agent positions and technology spending, and the data is segmented by vertical market, in-house/outsourced, size-band, type of technology, IP/TDM, and hosted/CPE.

Scope

  • All market forecasts are from 2004 to 2009 inclusive.
  • All agent position and technology spending data is segmented by size-band and vertical market.
  • Spending data for inbound routing hardware and software, outbound, workforce management, quality monitoring, agent analytics and eLearning.


    • Highlights

    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.

    Reasons to Purchase

  • Gain insight into key contact center growth patterns in APAC
  • Understand evolving contact center technology investment and adoption.
  • Identify the fastest growing vertical markets for contact center technology and services.
    • Table of Contents
    TABLE OF CONTENTS

    CHAPTER 1 INTRODUCTION 9

    What is this report about? 9

    Catalyst 9

    Methodology 9

    Definitions 9

    CHAPTER 2 AGENT POSITIONS 11

    Contact Centers and Agent Positions in APAC 11

    In-house and Outsourced Agent Positions in APAC 12

    Agent positions in APAC by vertical market 13

    Agent positions in APAC by size-band 15

    Agent positions in APAC by telephony end-point 17

    Agent positions in APAC by technology location 18

    CHAPTER 3 TECHNOLOGY SPENDING 19

    APAC contact center technology spending by application 19

    APAC contact center technology spending by vertical 21

    APAC contact center technology spending by size-band 23

    CHAPTER 4 INBOUND CONTACT CENTER HARDWARE ROUTING TECHNOLOGY SPENDING 25

    APAC Inbound contact center hardware routing technology spending by vertical 25

    APAC Inbound contact center hardware routing technology spending by size-band 27

    CHAPTER 5 INBOUND CONTACT CENTER SOFTWARE ROUTING TECHNOLOGY SPENDING 29

    APAC Inbound contact center software routing technology spending by vertical 29

    APAC Inbound contact center software routing technology spending by size-band 31

    CHAPTER 6 OUTBOUND CONTACT CENTER TECHNOLOGY SPENDING 33

    APAC Outbound contact center technology spending by vertical 33

    APAC Outbound contact center technology spending by size-band 35

    CHAPTER 7 CONTACT CENTER AGENT ANALYTICS TECHNOLOGY SPENDING 37

    APAC Contact center agent analytics technology spending by vertical 37

    APAC Contact center agent analytics technology spending by size-band 39

    CHAPTER 8 CONTACT CENTER ELEARNING TECHNOLOGY SPENDING 41

    APAC Contact center eLearning technology spending by vertical 41

    APAC Contact center eLearning technology spending by size-band 43

    CHAPTER 9 CONTACT CENTER QUALITY MONITORING TECHNOLOGY SPENDING 45

    APAC Contact center Quality Monitoring technology spending by vertical 45

    APAC Contact center Quality Monitoring technology spending by size-band 47

    CHAPTER 10 CONTACT CENTER WORKFORCE MANAGEMENT TECHNOLOGY SPENDING 49

    APAC Contact center Workforce Management technology spending by vertical 49

    APAC Contact center Workforce Management technology spending by size-band 51

    CHAPTER 11 APPENDIX 53

    Futher reading 53

    Ask the analsyst 53



    LIST OF TABLES

    Table 1: Contact Center definitions 10

    Table 2: Contact centers and agent positions in APAC 2004 - 2009 11

    Table 3: In house and outsourced agent positions in APAC 2004 - 2009 12

    Table 4: Agent positions in APAC by vertical market 2004 - 2009 14

    Table 5: Agent positions in APAC by size-band 2004 - 2009 16

    Table 6: Agent positions in APAC by telephony end-point 2004 - 2009 17

    Table 7: Agent positions in APAC by technology location 2004 - 2009 18

    Table 8: APAC contact center technology spending by application 2004 - 2009 20

    Table 9: Contact Center Technology spending in APAC by vertical market 2004 - 2009 22

    Table 10: APAC contact center technology spending by size-band 2004 - 2009 24

    Table 11: Inbound contact center hardware routing Technology spending in APAC by vertical market 2004 - 2009 26

    Table 12: APAC Inbound contact center hardware routing technology spending by size-band 2004 - 2009 28

    Table 13: Inbound contact center software routing Technology spending in APAC by vertical market 2004 - 2009 30

    Table 14: APAC Inbound contact center software routing technology spending by size-band 2004 - 2009 32

    Table 15: Outbound contact center Technology spending in APAC by vertical market 2004 - 2009 34

    Table 16: APAC Outbound contact center technology spending by size-band 2004 - 2009 36

    Table 17: Contact center agent analytics Technology spending in APAC by vertical market 2004 - 2009 38

    Table 18: APAC Contact center agent analytics technology spending by size-band 2004 - 2009 40

    Table 19: Contact center eLearning Technology spending in APAC by vertical market 2004 - 2009 42

    Table 20: APAC Contact center eLearning technology spending by size-band 2004 - 2009 44

    Table 21: Contact center Quality Monitoring Technology spending in APAC by vertical market 2004 - 2009 46

    Table 22: APAC Contact center Quality Monitoring technology spending by size-band 2004 - 2009 48

    Table 23: Contact center Workforce Management Technology spending in APAC by vertical market 2004 - 2009 50

    Table 24: APAC Contact center Workforce Management technology spending by size-band 2004 - 2009 52







    LIST OF FIGURES

    Figure 1: Contact centers and agent positions in APAC 2004 - 2009 11

    Figure 2: In house and outsourced agent positions in APAC 2004 - 2009 12

    Figure 3: Agent positions in APAC by vertical market 2004 & 2009 13

    Figure 4: Agent positions in APAC by size-band 2004 & 2009 15

    Figure 5: Agent positions in APAC by telephony end-point 2004 - 2009 17

    Figure 6: Agent positions in APAC by technology location 2004 - 2009 18

    Figure 7: APAC contact center technology spending by application 2004 - 2009 19

    Figure 8: Contact Center Technology spending in APAC by vertical market 2004 & 2009 21

    Figure 9: APAC contact center technology spending by size-band 2004 & 2009 23

    Figure 10: Inbound contact center hardware routing Technology spending in APAC by vertical market 2004 & 2009 25

    Figure 11: APAC Inbound contact center hardware routing technology spending by size-band 2004 & 2009 27

    Figure 12: Inbound contact center software routing Technology spending in APAC by vertical market 2004 & 2009 29

    Figure 13: APAC Inbound contact center software routing technology spending by size-band 2004 & 2009 31

    Figure 14: Outbound contact center Technology spending in APAC by vertical market 2004 & 2009 33

    Figure 15: APAC Outbound contact center technology spending by size-band 2004 & 2009 35

    Figure 16: Contact center agent analytics Technology spending in APAC by vertical market 2004 & 2009 37

    Figure 17: APAC Contact center agent analytics technology spending by size-band 2004 & 2009 39

    Figure 18: Contact center eLearning Technology spending in APAC by vertical market 2004 & 2009 41

    Figure 19: APAC Contact center eLearning technology spending by size-band 2004 & 2009 43

    Figure 20: Contact center Quality Monitoring Technology spending in APAC by vertical market 2004 & 2009 45

    Figure 21: APAC Contact center Quality Monitoring technology spending by size-band 2004 & 2009 47

    Figure 22: Contact center Workforce Management Technology spending in APAC by vertical market 2004 & 2009 49

    Figure 23: APAC Contact center Workforce Management technology spending by size-band 2004 & 2009 51
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