Contact Centers in Russia (Databook): Industry Report

Contact Centers in Russia (Databook)

Product Type: Market Research Report
Published by: Datamonitor
Published: July 2006
Product Code: R313-15996

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

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