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Contact centers in Brazil (Databook)

Product Type: Market Research Report
Published by: Datamonitor
Published: July 2006
Product Code: R313-15634
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
    CHAPTER 1 INTRODUCTION 8

    What is this report about? 8

    Catalyst 8

    Methodology 8

    Definitions 8

    CHAPTER 2 AGENT POSITIONS 10

    Contact Centers and Agent Positions in Brazil 10

    In-house and Outsourced Agent Positions in Brazil 11

    Agent positions in Brazil by vertical market 12

    Agent positions in Brazil by size-band 14

    Agent positions in Brazil by telephony end-point 16

    Agent positions in Brazil by technology location 17

    CHAPTER 3 TECHNOLOGY SPENDING 18

    Brazil contact center Technology spending by application 18

    Brazil contact center Technology spending by vertical 20

    Brazil contact center Technology spending by size-band 22

    CHAPTER 4 INBOUND CONTACT CENTER HARDWARE ROUTING TECHNOLOGY SPENDING 23

    Brazil Inbound contact center hardware routing Technology spending by vertical 23

    Brazil Inbound contact center hardware routing Technology spending by size-band 25

    CHAPTER 5 INBOUND CONTACT CENTER SOFTWARE ROUTING TECHNOLOGY SPENDING 27

    Brazil Inbound contact center software routing Technology spending by vertical 27

    Brazil Inbound contact center software routing Technology spending by size-band 29

    CHAPTER 6 OUTBOUND CONTACT CENTER TECHNOLOGY SPENDING 31

    Brazil Outbound contact center Technology spending by vertical 31

    Brazil Outbound contact center Technology spending by size-band 33

    CHAPTER 7 CONTACT CENTER AGENT ANALYTICS TECHNOLOGY SPENDING 35

    Brazil Contact center agent analytics Technology spending by vertical 35

    Brazil Contact center agent analytics Technology spending by size-band 37

    CHAPTER 8 CONTACT CENTER ELEARNING TECHNOLOGY SPENDING 39

    Brazil Contact center eLearning Technology spending by vertical 39

    Brazil Contact center eLearning Technology spending by size-band 41

    CHAPTER 9 CONTACT CENTER QUALITY MONITORING TECHNOLOGY SPENDING 43

    Brazil Contact center Quality Monitoring Technology spending by vertical 43

    Brazil Contact center Quality Monitoring Technology spending by size-band 45

    CHAPTER 10 CONTACT CENTER WORKFORCE MANAGEMENT TECHNOLOGY SPENDING 47

    Brazil Contact center Workforce Management Technology spending by vertical 47

    Brazil Contact center Workforce Management Technology spending by size-band 49

    CHAPTER 11 APPENDIX 51

    Futher reading 51

    Ask the analsyst 51







    LIST OF TABLES

    Table 1: Contact Center definitions 11

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

    Table 3: In house and outsourced agent positions in Brazil 2004 - 2009 13

    Table 4: Agent positions in Brazil by vertical market 2004 - 2009 15

    Table 5: Agent positions in Brazil by size-band 2004 - 2009 17

    Table 6: Agent positions in Brazil by telephony end-point 2004 - 2009 18

    Table 7: Agent positions in Brazil by technology location 2004 - 2009 19

    Table 8: Brazil contact center Technology spending by application 2004 - 2009 21

    Table 9: Contact Center Technology spending in Brazil by vertical market 2004 - 2009 23

    Table 10: Brazil contact center Technology spending by size-band 2004 - 2009 24

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

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

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

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

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

    Table 16: Brazil Outbound contact center Technology spending by size-band 2004 - 2009 36

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

    Table 18: Brazil Contact center agent analytics Technology spending by size-band 2004 - 2009 40

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

    Table 20: Brazil Contact center eLearning Technology spending by size-band 2004 - 2009 44

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

    Table 22: Brazil Contact center Quality Monitoring Technology spending by size-band 2004 - 2009 48

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

    Table 24: Brazil Contact center Workforce Management Technology spending by size-band 2004 - 2009 52







    LIST OF FIGURES

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

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

    Figure 3: Agent positions in Brazil by vertical market 2004 - 2009 14

    Figure 4: Agent positions in Brazil by size-band 2004 - 2009 16

    Figure 5: Agent positions in Brazil by telephony end-point 2004 - 2009 18

    Figure 6: Agent positions in Brazil by technology location 2004 - 2009 19

    Figure 7: Brazil contact center Technology spending by application 2004 - 2009 20

    Figure 8: Contact Center Technology spending in Brazil by vertical market 2004 - 2009 22

    Figure 9: Brazil contact center Technology spending by size-band 2004 - 2009 24

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

    Figure 11: Brazil Inbound contact center hardware routing Technology spending by size-band 2004 - 2009 27

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

    Figure 13: Brazil Inbound contact center software routing Technology spending by size-band 2004 - 2009 31

    Figure 14: Outbound contact center Technology spending in Brazil by vertical market 2004 - 2009 33

    Figure 15: Brazil Outbound contact center Technology spending by size-band 2004 - 2009 35

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

    Figure 17: Brazil Contact center agent analytics Technology spending by size-band 2004 - 2009 39

    Figure 18: Contact center eLearning Technology spending in Brazil by vertical market 2004 - 2009 41

    Figure 19: Brazil Contact center eLearning Technology spending by size-band 2004 - 2009 43

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

    Figure 21: Brazil Contact center Quality Monitoring Technology spending by size-band 2004 - 2009 47

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

    Figure 23: Brazil Contact center Workforce Management Technology spending by size-band 2004 - 2009 51
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