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Contact centers in Bosnia and Herzegovina (Databook)

Product Type: Market Research Report
Published by: Datamonitor
Published: July 2006
Product Code: R313-15615
Description
Introduction

The databook is a detailed information resource covering current and forecast contact center market data. 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.
  • 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 10

    What is this report about? 10

    Catalyst 10

    Methodology 10

    Definitions 10

    CHAPTER 2 AGENT POSITIONS 12

    Contact Centers and Agent Positions in Bosnia and Herzegovina 12

    In-house and Outsourced Agent Positions in Bosnia and Herzegovina 13

    Agent positions in Bosnia and Herzegovina by vertical market 15

    Agent positions in Bosnia and Herzegovina by size-band 17

    Agent positions in Bosnia and Herzegovina by telephony end-point 19

    Agent positions in Bosnia and Herzegovina by technology location 20

    CHAPTER 3 TECHNOLOGY SPENDING 22

    Bosnia and Herzegovina contact center Technology spending by application 22

    Bosnia and Herzegovina contact center Technology spending by vertical 24

    Bosnia and Herzegovina contact center Technology spending by size-band 26

    CHAPTER 4 INBOUND CONTACT CENTER HARDWARE ROUTING TECHNOLOGY SPENDING 28

    Bosnia and Herzegovina Inbound contact center hardware routing Technology spending by vertical 28

    Bosnia and Herzegovina Inbound contact center hardware routing Technology spending by size-band 30

    CHAPTER 5 INBOUND CONTACT CENTER SOFTWARE ROUTING TECHNOLOGY SPENDING 32

    Bosnia and Herzegovina Inbound contact center software routing Technology spending by vertical 32

    Bosnia and Herzegovina Inbound contact center software routing Technology spending by size-band 34

    CHAPTER 6 OUTBOUND CONTACT CENTER TECHNOLOGY SPENDING 36

    Bosnia and Herzegovina Outbound contact center Technology spending by vertical 36

    Bosnia and Herzegovina Outbound contact center Technology spending by size-band 38

    CHAPTER 7 CONTACT CENTER AGENT ANALYTICS TECHNOLOGY SPENDING 40

    Bosnia and Herzegovina Contact center agent analytics Technology spending by vertical 40

    Bosnia and Herzegovina Contact center agent analytics Technology spending by size-band 43

    CHAPTER 8 CONTACT CENTER ELEARNING TECHNOLOGY SPENDING 45

    Bosnia and Herzegovina Contact center eLearning Technology spending by vertical 45

    Bosnia and Herzegovina Contact center eLearning Technology spending by size-band 47

    CHAPTER 9 CONTACT CENTER QUALITY MONITORING TECHNOLOGY SPENDING 49

    Bosnia and Herzegovina Contact center Quality Monitoring Technology spending by vertical 49

    Bosnia and Herzegovina Contact center Quality Monitoring Technology spending by size-band 51

    CHAPTER 10 CONTACT CENTER WORKFORCE MANAGEMENT TECHNOLOGY SPENDING 53

    Bosnia and Herzegovina Contact center Workforce Management Technology spending by vertical 53

    Bosnia and Herzegovina Contact center Workforce Management Technology spending by size-band 55

    CHAPTER 11 APPENDIX 57

    Futher reading 57

    Ask the analsyst 57









    LIST OF TABLES

    Table 1: Contact Center definitions 11

    Table 2: Contact centers and agent positions in Bosnia and Herzegovina 2004 - 2009 12

    Table 3: In house and outsourced agent positions in Bosnia and Herzegovina 2004 - 2009 14

    Table 4: Agent positions in Bosnia and Herzegovina by vertical market 2004 - 2009 16

    Table 5: Agent positions in Bosnia and Herzegovina by size-band 2004 - 2009 18

    Table 6: Agent positions in Bosnia and Herzegovina by telephony end-point 2004 - 2009 19

    Table 7: Agent positions in Bosnia and Herzegovina by technology location 2004 - 2009 20

    Table 8: Bosnia and Herzegovina contact center Technology spending by application 2004 - 2009 23

    Table 9: Contact Center Technology spending in Bosnia and Herzegovina by vertical market 2004 - 2009 25

    Table 10: Bosnia and Herzegovina contact center Technology spending by size-band 2004 - 2009 27

    Table 11: Inbound contact center hardware routing Technology spending in Bosnia and Herzegovina by vertical market 2004 - 2009 29

    Table 12: Bosnia and Herzegovina Inbound contact center hardware routing Technology spending by size-band 2004 - 2009 31

    Table 13: Inbound contact center software routing Technology spending in Bosnia and Herzegovina by vertical market 2004 - 2009 33

    Table 14: Bosnia and Herzegovina Inbound contact center software routing Technology spending by size-band 2004 - 2009 35

    Table 15: Outbound contact center Technology spending in Bosnia and Herzegovina by vertical market 2004 - 2009 37

    Table 16: Bosnia and Herzegovina Outbound contact center Technology spending by size-band 2004 - 2009 39

    Table 17: Contact center agent analytics Technology spending in Bosnia and Herzegovina by vertical market 2004 - 2009 41

    Table 18: Bosnia and Herzegovina Contact center agent analytics Technology spending by size-band 2004 - 2009 44

    Table 19: Contact center eLearning Technology spending in Bosnia and Herzegovina by vertical market 2004 - 2009 46

    Table 20: Bosnia and Herzegovina Contact center eLearning Technology spending by size-band 2004 - 2009 48

    Table 21: Contact center Quality Monitoring Technology spending in Bosnia and Herzegovina by vertical market 2004 - 2009 50

    Table 22: Bosnia and Herzegovina Contact center Quality Monitoring Technology spending by size-band 2004 - 2009 52

    Table 23: Contact center Workforce Management Technology spending in Bosnia and Herzegovina by vertical market 2004 - 2009 54

    Table 24: Bosnia and Herzegovina Contact center Workforce Management Technology spending by size-band 2004 - 2009 56







    LIST OF FIGURES

    Figure 1: Contact centers and agent positions in Bosnia and Herzegovina 2004 - 2009 12

    Figure 2: In house and outsourced agent positions in Bosnia and Herzegovina 2004 - 2009 13

    Figure 3: Agent positions in Bosnia and Herzegovina by vertical market 2004 - 2009 15

    Figure 4: Agent positions in Bosnia and Herzegovina by size-band 2004 - 2009 17

    Figure 5: Agent positions in Bosnia and Herzegovina by telephony end-point 2004 - 2009 19

    Figure 6: Agent positions in Bosnia and Herzegovina by technology location 2004 - 2009 20

    Figure 7: Bosnia and Herzegovina contact center Technology spending by application 2004 - 2009 22

    Figure 8: Contact Center Technology spending in Bosnia and Herzegovina by vertical market 2004 - 2009 24

    Figure 9: Bosnia and Herzegovina contact center Technology spending by size-band 2004 - 2009 26

    Figure 10: Inbound contact center hardware routing Technology spending in Bosnia and Herzegovina by vertical market 2004 - 2009 28

    Figure 11: Bosnia and Herzegovina Inbound contact center hardware routing Technology spending by size-band 2004 - 2009 30

    Figure 12: Inbound contact center software routing Technology spending in BOSNIA AND HERZEGOVINA by vertical market 2004 - 2009 32

    Figure 13: Bosnia and Herzegovina Inbound contact center software routing Technology spending by size-band 2004 - 2009 34

    Figure 14: Outbound contact center Technology spending in Bosnia and Herzegovina by vertical market 2004 - 2009 36

    Figure 15: Bosnia and Herzegovina Outbound contact center Technology spending by size-band 2004 - 2009 38

    Figure 16: Contact center agent analytics Technology spending in Bosnia and Herzegovina by vertical market 2004 - 2009 40

    Figure 17: Bosnia and Herzegovina Contact center agent analytics Technology spending by size-band 2004 - 2009 43

    Figure 18: Contact center eLearning Technology spending in Bosnia and Herzegovina by vertical market 2004 - 2009 45

    Figure 19: Bosnia and Herzegovina Contact center eLearning Technology spending by size-band 2004 - 2009 47

    Figure 20: Contact center Quality Monitoring Technology spending in Bosnia and Herzegovina by vertical market 2004 - 2009 49

    Figure 21: Bosnia and Herzegovina Contact center Quality Monitoring Technology spending by size-band 2004 - 2009 51

    Figure 22: Contact center Workforce Management Technology spending in Bosnia and Herzegovina by vertical market 2004 - 2009 53

    Figure 23: Bosnia and Herzegovina Contact center Workforce Management Technology spending by size-band 2004 - 2009 55
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