Contact Centers in Mexico (Databook): Industry Report

Contact Centers in Mexico (Databook)

Product Type: Market Research Report
Published by: Datamonitor
Published: July 2006
Product Code: R313-16442

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

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