Contact Centers in Philippines (Databook): Industry Report

Contact Centers in Philippines (Databook)

Product Type: Market Research Report
Published by: Datamonitor
Published: July 2006
Product Code: R313-15954

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 Peru; In-house and Outsourced Agent Positions in Peru; Agent positions in Peru by vertical market; Agent positions in Peru by size-band; Agent positions in Peru by telephony end-point
CHAPTER 3 TECHNOLOGY SPENDING: Peru contact center technology spending by application; Peru contact center technology spending by vertical; Peru contact center technology spending by size-band
CHAPTER 4 INBOUND CONTACT CENTER HARDWARE ROUTING TECHNOLOGY SPENDING: Peru Inbound contact center hardware routing technology spending by vertical; Peru Inbound contact center hardware routing technology spending by size-band
CHAPTER 5 INBOUND CONTACT CENTER SOFTWARE ROUTING TECHNOLOGY SPENDING: Peru Inbound contact center software routing technology spending by vertical; Peru Inbound contact center software routing technology spending by size-band
CHAPTER 6 OUTBOUND CONTACT CENTER TECHNOLOGY SPENDING: Peru Outbound contact center technology spending by vertical; Peru Outbound contact center technology spending by size-band
CHAPTER 7 CONTACT CENTER AGENT ANALYTICS TECHNOLOGY SPENDING: Peru Contact center agent analytics technology spending by vertical; Peru Contact center agent analytics technology spending by size-band
CHAPTER 8 CONTACT CENTER ELEARNING TECHNOLOGY SPENDING: Peru Contact center eLearning technology spending by vertical; Peru Contact center eLearning technology spending by size-band
CHAPTER 9 CONTACT CENTER QUALITY MONITORING TECHNOLOGY SPENDING: Peru Contact center Quality Monitoring technology spending by vertical; Peru Contact center Quality Monitoring technology spending by size-band
CHAPTER 10 CONTACT CENTER WORKFORCE MANAGEMENT TECHNOLOGY SPENDING: Peru Contact center Workforce Management technology spending by vertical; Peru 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 Peru. 2004 - 2009; Table 3: In house and outsourced agent positions in Peru. 2004 - 2009; Table 4: Agent positions in Peru by vertical market. 2004 - 2009; Table 5: Agent positions in Peru by size-band. 2004 - 2009; Table 6: Agent positions in Peru by telephony end-point. 2004 - 2009; Table 7: Agent positions in Peru by technology location. 2004 - 2009; Table 8: Peru contact center technology spending by application. 2004 - 2009; Table 9: Contact Center Technology spending in Peru by vertical market. 2004 - 2009; Table 10: Peru contact center technology spending by size-band. 2004 - 2009; Table 11: Inbound contact center hardware routing Technology spending in Peru by vertical market. 2004 - 2009; Table 12: Peru Inbound contact center hardware routing technology spending by size-band. 2004 - 2009; Table 13: Inbound contact center software routing Technology spending in Peru by vertical market. 2004 - 2009; Table 14: Peru Inbound contact center software routing technology spending by size-band. 2004 - 2009; Table 15: Outbound contact center Technology spending in Peru by vertical market. 2004 - 2009; Table 16: Peru Outbound contact center technology spending by size-band. 2004 - 2009; Table 17: Contact center agent analytics Technology spending in Peru by vertical market. 2004 - 2009; Table 18: Peru Contact center agent analytics technology spending by size-band. 2004 - 2009; Table 19: Contact center eLearning Technology spending in Peru by vertical market. 2004 - 2009; Table 20: Peru Contact center eLearning technology spending by size-band. 2004 - 2009; Table 21: Contact center Quality Monitoring Technology spending in Peru by vertical market. 2004 - 2009; Table 22: Peru Contact center Quality Monitoring technology spending by size-band. 2004 - 2009; Table 23: Contact center Workforce Management Technology spending in Peru by vertical market. 2004 - 2009; Table 24: Peru Contact center Workforce Management technology spending by size-band. 2004 - 2009
LIST OF FIGURES: Figure 1: Contact centers and agent positions in Peru. 2004 - 2009; Figure 2: In house and outsourced agent positions in Peru. 2004 - 2009; Figure 3: Agent positions in Peru by vertical market. 2004 & 2009; Figure 4: Agent positions in Peru by size-band. 2004 & 2009; Figure 5: Agent positions in Peru by telephony end-point. 2004 - 2009; Figure 6: Agent positions in Peru by technology location. 2004 - 2009; Figure 7: Peru contact center technology spending by application. 2004 - 2009; Figure 8: Contact Center Technology spending in Peru by vertical market. 2004 & 2009; Figure 9: Peru contact center technology spending by size-band. 2004 & 2009; Figure 10: Inbound contact center hardware routing Technology spending in Peru by vertical market. 2004 & 2009; Figure 11: Peru Inbound contact center hardware routing technology spending by size-band. 2004 & 2009; Figure 12: Inbound contact center software routing Technology spending in Peru by vertical market. 2004 & 2009; Figure 13: Peru Inbound contact center software routing technology spending by size-band. 2004 & 2009; Figure 14: Outbound contact center Technology spending in Peru by vertical market. 2004 & 2009; Figure 15: Peru Outbound contact center technology spending by size-band. 2004 & 2009; Figure 16: Contact center agent analytics Technology spending in Peru by vertical market. 2004 & 2009; Figure 17: Peru Contact center agent analytics technology spending by size-band. 2004 & 2009; Figure 18: Contact center eLearning Technology spending in Peru by vertical market. 2004 & 2009; Figure 19: Peru Contact center eLearning technology spending by size-band. 2004 & 2009; Figure 20: Contact center Quality Monitoring Technology spending in Peru by vertical market. 2004 & 2009; Figure 21: Peru Contact center Quality Monitoring technology spending by size-band. 2004 & 2009; Figure 22: Contact center Workforce Management Technology spending in Peru by vertical market. 2004 & 2009; Figure 23: Peru Contact center Workforce Management technology spending by size-band. 2004 & 2009
List of Figures: Appendix

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