Contact Centers in South Africa (Databook): Industry Report

Contact Centers in South Africa (Databook)

Product Type: Market Research Report
Published by: Datamonitor
Published: July 2006
Product Code: R313-16204

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

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