Contact Centers in Romania (Databook): Industry Report

Contact Centers in Romania (Databook)

Product Type: Market Research Report
Published by: Datamonitor
Published: July 2006
Product Code: R313-16047

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

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