Contact Centers in Malaysia (Databook)

CHAPTER 1 INTRODUCTION

What is this report about?

The databook is a detailed information resource covering current and forecast data on the Lithuania contact center market. The market is sized both in terms of agent positions and technology spending, and the data is segmented by vertical, size-band, technology, IP/TDM, and hosted/CPE

Catalyst

Overall domestic agent position growth is slowing or declining in North America and Western Europe. However, technology and business changes - including IP telephony, virtualization, managed and hosted services, workforce optimization technologies, SME sector growth, and increased 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.

Methodology

The data in this databook is taken from Datamonitor's Global Contact Center Model. This model is based on over 1,000 annual interviews with technology vendors and contact center decision makers around the globe.

Definitions

* All data is annual and referes to year end;

* Market value data is given In US$ in real terms, converted at a constant 2005 exchange rate.

The following tables contain detailed definitions of categories, technologies, verticals and geographies:

Table 1: Contact Center definitionsAgent position (AP)Agent positions are desks from which agents make and/or receive telephone calls to internal or external customers. This is taken to imply that the call in question involves communication between the agent and the customer

Contact Center (CC)Datamonitor defines a contact center by the following features: An Automatic Call Distributor (ACD) or Private Branch Exchange (PBX) with equivalent functionality overlaid (or soft ACD); and 10 or more agent positions (as defined above).

Specifically excluded from these figures are: Public safety centers, i.e., those centers that receive calls to the emergency services, which are counted separately and are not included as call centers; Air traffic control; Financial trading floors; Legal interception centers, i.e., centers engaged in legal interception, where there is a law enforcement officer or other security worker listening in on a conversation in which they do not take part.

Inbound hardwareInbound contact routing hardware - proprietary ACD and PBX hardware used for the inbound routing of customer contacts in a contact center.

Inbound softwareInbound contact routing software - software used for the inbound routing of customer contact across all media in a contact center, including ACD, CTI and universal queue software.

OutboundOutbound contact routing hardware and software - software and proprietary hardware used for the outbound routing of customer contacts in the contact center. Includes preview, progressive and predictive dialer hardware.

WOTsWorkforce Optimization Technologies - the collectibve term for the four technologies described below

Agent analytics (AA)The capture and analysis of data from various call center technologies (often including other WOTs components)

pertaining to the performance of call center agents, teams, groups and over-all call center performance.

eLearningThe delivery of electronic learning to agent desktops.

Quality monitoring (QM)

The recording of all or some of the interactions (both voice and screen capture) from the call center for later assessment by managers.Workforce management (WFM)The scheduling and forecasting of agent resources in the call center environment.Source: DatamonitorD A T A M O N I T O RCHAPTER 1

CHAPTER 2 AGENT POSITIONS

Contact Centers and Agent Positions in Lithuania

Figure 1: Contact centers and agent positions in Lithuania 2004 -

Source: DatamonitorD A T A M O N I T O R

Table 2: Contact centers and agent positions in Lithuania 2004 - 2009200420052006200720082009CAGRAgent Positions (000s) 1.5 2.6 2.9 3.4 3.9 4.6 25.0%Contact Centers 41.0 48.0 53.0 60.0 67.0 75.0 12.8%Average CC size 36.6 54.5 55.4 56.0 58.4 61.1 N/ASource: DatamonitorD A T A M O N I T O R

In-house and Outsourced Agent Positions in Lithuania

Figure 2: In house and outsourced agent positions in Lithuania 2004 -

Source: DatamonitorD A T A M O N I T O R

Table 3: In house and outsourced agent positions in Lithuania 2004 - 2009000s200420052006200720082009CAGRIn-house 1.3 1.5 1.5 1.6 1.7 1.7 5.3%Outsourced 0.2 1.2 1.4 1.8 2.3 2.9 70.2%Total 1.5 2.6 2.9 3.4 3.9 4.6 25.0%In-house86.4%55.8%52.3%47.9%42.5%36.7%Outsourced13.6%44.2%47.7%52.1%57.5%63.3%Source: DatamonitorD A T A M O N I T O R

Agent positions in Lithuania by vertical market

Figure 3: Agent positions in Lithuania by vertical market 2004 -

Source: DatamonitorD A T A M O N I T O R

Table 4: Agent positions in Lithuania by vertical market 2004 - 2009000s200420052006200720082009CAGRCommunications 0.26 0.47 0.55 0.66 0.81 1.00 30.5%Distribution and wholesale 0.04 0.10 0.11 0.13 0.14 0.16 31.0%Entertainment, media and leisure 0.05 0.07 0.07 0.09 0.10 0.12 20.6%Financial services 0.41 0.69 0.73 0.79 0.86 0.93 18.0%Healthcare 0.08 0.09 0.10 0.11 0.12 0.13 10.2%Manufacturing 0.11 0.18 0.20 0.23 0.26 0.30 22.6%Public sector 0.12 0.17 0.20 0.24 0.28 0.33 22.3%Retail 0.08 0.15 0.17 0.20 0.23 0.28 27.6%Technology 0.11 0.27 0.32 0.39 0.48 0.60 40.4%Travel and tourism 0.14 0.21 0.23 0.26 0.30 0.35 19.9%Utilities 0.09 0.15 0.17 0.20 0.23 0.28 25.6%Other 0.01 0.07 0.08 0.08 0.09 0.10 68.6%Total 1.50 2.62 2.94 3.36 3.91 4.58 25.0%Communications17.7%17.9%18.7%19.6%20.6%21.9%Distribution and wholesale2.8%3.9%3.9%3.8%3.7%3.6%Entertainment, media and leisure3.1%2.5%2.5%2.6%2.6%2.6%Financial services27.2%26.3%24.9%23.5%22.0%20.4%Healthcare5.2%3.5%3.4%3.3%3.0%2.8%Manufacturing7.2%6.9%6.8%6.7%6.6%6.6%Public sector8.1%6.6%6.9%7.1%7.2%7.3%Retail5.4%5.6%5.7%5.8%5.9%6.0%Technology7.4%10.4%10.9%11.5%12.3%13.2%Travel and tourism9.4%8.0%7.9%7.8%7.7%7.7%Utilities5.9%5.7%5.8%5.9%6.0%6.0%Other0.5%2.7%2.6%2.5%2.3%2.1%Source: DatamonitorD A T A M O N I T O R

Agent positions in Lithuania by size-band

Figure 4: Agent positions in Lithuania by size-band 2004 -

Source: DatamonitorD A T A M O N I T O R

Table 5: Agent positions in Lithuania by size-band 2004 - 2009000s200420052006200720082009CAGR10 - 30 APs 0.2 0.4 0.5 0.5 0.6 0.8 27.7%31 - 100 APs 0.5 0.8 0.9 1.1 1.3 1.5 26.1%101 - 250 APs 0.4 0.7 0.8 0.9 1.0 1.1 21.6%>250 APs 0.4 0.7 0.8 0.9 1.0 1.2 25.6%Total 1.5 2.6 2.9 3.4 3.9 4.6 25.0%10 - 30 APs14.7%15.0%15.3%15.6%15.9%16.4%31 - 100 APs31.1%31.3%31.6%31.9%32.2%32.4%101 - 250 APs28.1%27.4%26.7%26.0%25.2%24.5%>250 APs26.1%26.2%26.4%26.5%26.6%26.7%Source: DatamonitorD A T A M O N I T O R

Agent positions in Lithuania by telephony end-point

Figure 5: Agent positions in Lithuania by telephony end-point 2004 -

Source: DatamonitorD A T A M O N I T O R

Table 6: Agent positions in Lithuania by telephony end-point 2004 - 2009000s200420052006200720082009CAGRTDM 1.4 2.3 2.5 2.6 2.8 2.9 15.4%IP 0.1 0.3 0.5 0.7 1.1 1.7 75.5%Total 1.5 2.6 2.9 3.4 3.9 4.6 25.0%TDM93.1%89.0%84.5%78.7%71.2%62.5%IP6.9%11.0%15.5%21.3%28.8%37.5%Source: DatamonitorD A T A M O N I T O R

Agent positions in Lithuania by technology location

Figure 6: Agent positions in Lithuania by technology location 2004 -

Source: DatamonitorD A T A M O N I T O R

Table 7: Agent positions in Lithuania by technology location 2004 - 2009000s200420052006200720082009CAGRPremises-based 1.49 2.58 2.87 3.23 3.67 4.11 22.4%Hosted 0.01 0.03 0.07 0.13 0.25 0.48 128.6%Total 1.50 2.62 2.94 3.36 3.91 4.58 25.0%Premises-based99.5%98.8%97.7%96.0%93.7%89.6%Hosted0.5%1.2%2.3%4.0%6.3%10.4%Source: DatamonitorD A T A M O N I T O R

Introduction

Appendix