Contact Centers in Columbia (Databook): Industry Report

Contact Centers in Columbia (Databook)

Product Type: Market Research Report
Published by: Datamonitor
Published: July 2006
Product Code: R313-16141

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

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