Contact Centers in Malta (Databook): Industry Report

Contact Centers in Malta (Databook)

Product Type: Market Research Report
Published by: Datamonitor
Published: July 2006
Product Code: R313-16419

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

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