Contact Centers in Indonesia (Databook): Industry Report

Contact Centers in Indonesia (Databook)

Product Type: Market Research Report
Published by: Datamonitor
Published: July 2006
Product Code: R313-16296

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

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