Contact Centers in Albania (Databook): Industry Report

Contact Centers in Albania (Databook)

Product Type: Market Research Report
Published by: Datamonitor
Published: July 2006
Product Code: R313-16000

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

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