Contact Centers in Peru (Databook): Industry Report

Contact Centers in Peru (Databook)

Product Type: Market Research Report
Published by: Datamonitor
Published: July 2006
Product Code: R313-15911

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 Oman; In-house and Outsourced Agent Positions in Oman; Agent positions in Oman by vertical market; Agent positions in Oman by size-band; Agent positions in Oman by telephony end-point; Agent positions in Oman by technology location
CHAPTER 3 TECHNOLOGY SPENDING: Oman contact center technolgy spending by application; Oman contact center technolgy spending by vertical; Oman contact center technolgy spending by size-band
CHAPTER 4 INBOUND CONTACT CENTER HARDWARE ROUTING TECHNOLOGY SPENDING: Oman Inbound contact center hardware routing technolgy spending by vertical; Oman Inbound contact center hardware routing technolgy spending by size-band
CHAPTER 5 INBOUND CONTACT CENTER SOFTWARE ROUTING TECHNOLOGY SPENDING: Oman Inbound contact center software routing technolgy spending by vertical; Oman Inbound contact center software routing technolgy spending by size-band
CHAPTER 6 OUTBOUND CONTACT CENTER TECHNOLOGY SPENDING: Oman Outbound contact center technolgy spending by vertical; Oman Outbound contact center technolgy spending by size-band
CHAPTER 7 CONTACT CENTER AGENT ANALYTICS TECHNOLOGY SPENDING: Oman Contact center agent analytics technolgy spending by vertical; Oman Contact center agent analytics technolgy spending by size-band
CHAPTER 8 CONTACT CENTER ELEARNING TECHNOLOGY SPENDING: Oman Contact center eLearning technolgy spending by vertical; Oman Contact center eLearning technolgy spending by size-band
CHAPTER 9 CONTACT CENTER QUALITY MONITORING TECHNOLOGY SPENDING: Oman Contact center Quality Monitoring technolgy spending by vertical; Oman Contact center Quality Monitoring technolgy spending by size-band
CHAPTER 10 CONTACT CENTER WORKFORCE MANAGEMENT TECHNOLOGY SPENDING: Oman Contact center Workforce Management technolgy spending by vertical; Oman Contact center Workforce Management technolgy 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 Oman. 2004 - 2009; Table 3: In house and outsourced agent positions in Oman. 2004 - 2009; Table 4: Agent positions in Oman by vertical market. 2004 & 2009; Table 5: Agent positions in Oman by size-band. 2004 & 2009; Table 6: Agent positions in Oman by telephony end-point. 2004 - 2009; Table 7: Agent positions in Oman by technology location. 2004 - 2009; Table 8: Oman contact center technolgy spending by application. 2004 - 2009; Table 9: Contact Center Technology spending in Oman by vertical market. 2004 & 2009; Table 10: Oman contact center technolgy spending by size-band. 2004 & 2009; Table 11: Inbound contact center hardware routing Technology spending in Oman by vertical market. 2004 & 2009; Table 12: Oman Inbound contact center hardware routing technolgy spending by size-band. 2004 & 2009; Table 13: Inbound contact center software routing Technology spending in Oman by vertical market. 2004 & 2009; Table 14: Oman Inbound contact center software routing technolgy spending by size-band. 2004 & 2009; Table 15: Outbound contact center Technology spending in Oman by vertical market. 2004 & 2009; Table 16: Oman Outbound contact center technolgy spending by size-band. 2004 & 2009; Table 17: Contact center agent analytics Technology spending in Oman by vertical market. 2004 & 2009; Table 18: Oman Contact center agent analytics technolgy spending by size-band. 2004 & 2009; Table 19: Contact center eLearning Technology spending in Oman by vertical market. 2004 & 2009; Table 20: Oman Contact center eLearning technolgy spending by size-band. 2004 & 2009; Table 21: Contact center Quality Monitoring Technology spending in Oman by vertical market. 2004 & 2009; Table 22: Oman Contact center Quality Monitoring technolgy spending by size-band. 2004 & 2009; Table 23: Contact center Workforce Management Technology spending in Oman by vertical market. 2004 & 2009; Table 24: Oman Contact center Workforce Management technolgy spending by size-band. 2004 & 2009
List of Figures: Appendix

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