Contact Centers in EMEA (Databook): Industry Report

Contact Centers in EMEA (Databook)

Product Type: Market Research Report
Published by: Datamonitor
Published: July 2006
Product Code: R313-16408

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

Overall domestic agent position growth is slowing or declining in North America and Western Europe.

Technology and business changes - including IP telephony, virtualization, managed and hosted services, workforce optimization technologies, SME growth, and public sector spending are driving increased investment. Consequently technology spending will continue to rise, but learning exactly how to tap into it will be more critical than ever.

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

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