Contact Centers in Oman (Databook): Industry Report

Contact Centers in Oman (Databook)

Product Type: Market Research Report
Published by: Datamonitor
Published: July 2006
Product Code: R313-15841

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: What is this report about?; Catalyst; Methodology; Definitions
CHAPTER 2 AGENT POSITIONS: Contact Centers and Agent Positions in Morocco; In-house and Outsourced Agent Positions in Morocco; Agent positions in Morocco by vertical market; Agent positions in Morocco by size-band; Agent positions in Morocco by telephony end-point; Agent positions in Morocco by technology location
CHAPTER 3 TECHNOLOGY SPENDING: Morocco contact center technology spending by application; Morocco contact center technology spending by vertical; Morocco contact center technology spending by size-band
CHAPTER 4 INBOUND CONTACT CENTER HARDWARE ROUTING TECHNOLOGY SPENDING: Morocco Inbound contact center hardware routing technology spending by vertical; Morocco Inbound contact center hardware routing technology spending by size-band
CHAPTER 5 INBOUND CONTACT CENTER SOFTWARE ROUTING TECHNOLOGY SPENDING: Morocco Inbound contact center software routing technology spending by vertical; Morocco Inbound contact center software routing technology spending by size-band
CHAPTER 6 OUTBOUND CONTACT CENTER TECHNOLOGY SPENDING: Morocco Outbound contact center technology spending by vertical; Morocco Outbound contact center technology spending by size-band
CHAPTER 7 CONTACT CENTER AGENT ANALYTICS TECHNOLOGY SPENDING: Morocco Contact center agent analytics technology spending by vertical; Morocco Contact center agent analytics technology spending by size-band
CHAPTER 8 CONTACT CENTER ELEARNING TECHNOLOGY SPENDING: Morocco Contact center eLearning technology spending by vertical; Morocco Contact center eLearning technology spending by size-band
CHAPTER 9 CONTACT CENTER QUALITY MONITORING TECHNOLOGY SPENDING: Morocco Contact center Quality Monitoring technology spending by vertical; Morocco Contact center Quality Monitoring technology spending by size-band
CHAPTER 10 CONTACT CENTER WORKFORCE MANAGEMENT TECHNOLOGY SPENDING: Morocco Contact center Workforce Management technology spending by vertical; Morocco Contact center Workforce Management technology spending by size-band
CHAPTER 11 APPENDIX: Futher reading; Ask the analsyst
LIST OF TABLES: Table 1: Contact Center definitions; Table 2: Contact centers and agent positions in Morocco 2004 - 2009; Table 3: In house and outsourced agent positions in Morocco 2004 - 2009; Table 4: Agent positions in Morocco by vertical market 2004 - 2009; Table 5: Agent positions in Morocco by size-band 2004 - 2009; Table 6: Agent positions in Morocco by telephony end-point 2004 - 2009; Table 7: Agent positions in Morocco by technology location 2004 - 2009; Table 8: Morocco contact center technology spending by application 2004 - 2009; Table 9: Contact Center Technology spending in Morocco by vertical market 2004 - 2009; Table 10: Morocco contact center technology spending by size-band 2004 - 2009; Table 11: Inbound contact center hardware routing Technology spending in Morocco by vertical market 2004 - 2009; Table 12: Morocco Inbound contact center hardware routing technology spending by size-band 2004 - 2009; Table 13: Inbound contact center software routing Technology spending in Morocco by vertical market 2004 - 2009; Table 14: Morocco Inbound contact center software routing technology spending by size-band 2004 - 2009; Table 15: Outbound contact center Technology spending in Morocco by vertical market 2004 - 2009; Table 16: Morocco Outbound contact center technology spending by size-band 2004 - 2009; Table 17: Contact center agent analytics Technology spending in Morocco by vertical market 2004 - 2009; Table 18: Morocco Contact center agent analytics technology spending by size-band 2004 - 2009; Table 19: Contact center eLearning Technology spending in Morocco by vertical market 2004 - 2009; Table 20: Morocco Contact center eLearning technology spending by size-band 2004 - 2009; Table 21: Contact center Quality Monitoring Technology spending in Morocco by vertical market 2004 - 2009; Table 22: Morocco Contact center Quality Monitoring technology spending by size-band 2004 - 2009; Table 23: Contact center Workforce Management Technology spending in Morocco by vertical market 2004 - 2009; Table 24: Morocco Contact center Workforce Management technology spending by size-band 2004 - 2009
LIST OF FIGURES: Figure 1: Contact centers and agent positions in Morocco 2004 - 2009; Figure 2: In house and outsourced agent positions in Morocco 2004 - 2009; Figure 3: Agent positions in Morocco by vertical market 2004 - 2009; Figure 4: Agent positions in Morocco by size-band 2004 - 2009; Figure 5: Agent positions in Morocco by telephony end-point 2004 - 2009; Figure 6: Agent positions in Morocco by technology location 2004 - 2009; Figure 7: Morocco contact center technology spending by application 2004 - 2009; Figure 8: Contact Center Technology spending in Morocco by vertical market 2004 - 2009; Figure 9: Morocco contact center technology spending by size-band 2004 - 2009; Figure 10: Inbound contact center hardware routing Technology spending in Morocco by vertical market 2004 - 2009; Figure 11: Morocco Inbound contact center hardware routing technology spending by size-band 2004 - 2009; Figure 12: Inbound contact center software routing Technology spending in Morocco by vertical market 2004 - 2009; Figure 13: Morocco Inbound contact center software routing technology spending by size-band 2004 - 2009; Figure 14: Outbound contact center Technology spending in Morocco by vertical market 2004 - 2009; Figure 15: Morocco Outbound contact center technology spending by size-band 2004 - 2009; Figure 16: Contact center agent analytics Technology spending in Morocco by vertical market 2004 - 2009; Figure 17: Morocco Contact center agent analytics technology spending by size-band 2004 - 2009; Figure 18: Contact center eLearning Technology spending in Morocco by vertical market 2004 - 2009; Figure 19: Morocco Contact center eLearning technology spending by size-band 2004 - 2009; Figure 20: Contact center Quality Monitoring Technology spending in Morocco by vertical market 2004 - 2009; Figure 21: Morocco Contact center Quality Monitoring technology spending by size-band 2004 - 2009; Figure 22: Contact center Workforce Management Technology spending in Morocco by vertical market 2004 - 2009; Figure 23: Morocco Contact center Workforce Management technology spending by size-band 2004 - 2009

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