Contact Centers in Serbia and Montenegro (Databook): Industry Report

Contact Centers in Serbia and Montenegro (Databook)

Product Type: Market Research Report
Published by: Datamonitor
Published: July 2006
Product Code: R313-16144

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

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