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Generating Growth in Developed Contact Center Markets: NA, EMEA (Review Report)

Product Type: Market Research Report
Published by: Datamonitor
Published: July 2006
Product Code: R313-16827
Description
Introduction

This report combines all four briefs from the contact center and technologies theme for Q1 2006. The theme looks at the core drivers within the developed contact center industry. It identifies the markets that are the fastest growing, that are mature yet still perceived as high spenders, and the markets that are increasingly utilizing contact center technology.

Scope of this report
  • The unique business challenges faced by financial services firms have been a major contributing factor in their adoption of high-end technologies.
  • The communications industry has changed considerably and is no longer a mix of phone and cable companies.
  • When deconstructed, the EMEA region is made up of a large saturated contact center market in Western European.
  • The public sector is the fastest growing vertical market globally, from a technology spend perspective and from an agent position standpoint.
Research and analysis highlights

The lion's share of contact center spending has traditionally come from to the financial services industry, followed closely by the outsourcing sector: in 2004, financial services represented just over 1/5 of all contact center technology spend.

Western European countries are often characterized as early adopters of contact center technologies. This has led commentators to view this region as saturated and with very little room to manoeuvre, particularly for basic solutions such as a DTMF IVR and ACDs.

In the Western world, there is a danger that governments use too much 'spin' in communicating with their constituents. The use of various technologies can aid governments in encouraging a two-way flow of information, and contact centers can be used as a tool to improve and strengthen an open dialogue.

Key reasons to read this report
  • Understand that marrying offers with financial services concerns can help vendors capitalize on this market.
  • Understand how the communications market is changing face and what solutions it is attracted to adopt into its contact centers.
  • $1.7 billion will be spent on contact center technologies in 2009 in Western Europe - but where?
Table of Contents
DATAMONITOR VIEW
CATALYST
SUMMARY
METHODOLOGY


EXECUTIVE SUMMARY
Introduction
Selling contact center solutions to the mature financial services sector
Evaluating the communications market
Selling contact center technologies in Western Europe
Contact Centers and the Public Sector


SELLING CONTACT CENTER SOLUTIONS TO THE MATURE FINANCIAL SERVICES SECTOR
Summary
As a contact center industry expenditure leader its spending growth is at a marginal rate
North America needs alternative contact center services to enable growth
EMEA is overshadowed by Western Europe for technology spending
The chief reason for the small yet vital growth is improving productivity and profitability
A right balance of technologies is needed to drive productivity and profitability
Outbound services in the regulation era can impact on the productivity and profitability of finance institutions - but it doesn't need to!
True multi-channel capabilities are an absolute necessity
Compliance can not be compromised when improving productivity and increasing profitability
An increase in mergers and acquisitions within the financial services market may lead to networks within networks
Marrying offers with financial services concerns can help vendors capitalize on this market
Key tactics to maximise a go-to-market strategy

EVALUATING THE COMMUNICATIONS MARKET
Summary
The changing face of the communications sector
Challenges facing telco's
Increased dependency on the cell phone
Challenges facing mobile operators
Cable and Satellite companies are becoming more mature
VoIP providers are pushing the communications industry boundaries
Solutions that attract the communications market
Virtual contact centre
Agent desktop optimization
Voice based self service
Video-calling
Business intelligence (BI) and CRM combinations
SMS text alerts
Instant messaging / presence

SELLING CONTACT CENTER TECHNOLOGIES IN WESTERN EUROPE
Summary
There will be 3% agent position growth in the Western European contact center market
Slow growth is a combination of factors
Large saturated markets
Tendency to 'near shore' or offshore
$1.7 billion will be spent on contact center technologies in 2009
How is the $1.7 billion being spent?
The five key technological trends which are driving this spend
Integration technologies will be in demand
IP and routing technologies growth in Western European enterprises will also drive spending
Workforce Optimization to deliver efficiency and promote effectiveness
Outbound spending grows slowly as firm need to comply to legislation and take advantage of warm calling
Other hot contact center technologies that will drive technology spending
The growth in technology spend will be concentrated in specific markets
Healthcare
Utilities presents a steady stream of revenue
Small Contact Centers are growing - take advantage to grow!
Vendors need to become more business focused to successfully sell to Western Europe
The high-end in Western Europe has specific business needs that have to be catered for
For the low-end simplicity is key

CONTACT CENTERS AND THE PUBLIC SECTOR
SUMMARY
Efficiency does not have to be compromised by budget constraints
Efficiency is needed in the public sector to deliver constituent value without compromising effectiveness
Implementing the right technologies will drive effectiveness and deliver efficiency
Multi-channel contacts may deliver efficiency, but it can marginalize some constituents
Encouraging a two-way flow of communication will improve community-government relations
Governments' contact centers do not have to be confined to traditional telephony services to communicate
Enhancements in IVR may improve communication, but it may still be too cold for some
Lifting the bureaucratic veil for improved public services and constituent happiness
How does this concern and benefit the vendor when implementing a contact center solution?
Vendors - Sell to the public sector's needs, not yours
Profiling the authority is crucial in targeting appropriately
Attributes vendors need to highlight to attract authorities' attention
Certain vendor characteristics may hinder decisions
Pricing and purchasing strategies need to be modified as agencies are not seen as profit centers
Networking and hosted contact centers as an attractive alternative for purchasing contact centers
How do vendors procure a contact center contract from the public sector?
Key take-aways
Definitions
Public sector
Contact center
Supplementary data


CONTACT CENTERS IN EMEA AND NORTH AMERICA
Introduction
What is this databook about?
Catalyst
Methodology
Definitions
Agent Positions - EMEA
Contact Centers and Agent Positions in EMEA
In-house and Outsourced Agent Positions in EMEA
Agent positions in EMEA by vertical market
Agent positions in EMEA by size-band
Agent positions in EMEA by telephony end-point
Agent positions in EMEA by technology location
Technology spending - EMEA
EMEA contact center Technology spending by application
EMEA contact center Technology spending by vertical
EMEA contact center Technology spending by size-band
Inbound contact center hardware routing technology spending - EMEA
EMEA Inbound contact center hardware routing Technology spending by vertical
EMEA Inbound contact center hardware routing Technology spending by size-band
Inbound contact center software routing technology spending - EMEA
EMEA Inbound contact center software routing Technology spending by vertical
EMEA Inbound contact center software routing Technology spending by size-band
Outbound contact center technology spending - EMEA
EMEA Outbound contact center Technology spending by vertical
EMEA Outbound contact center Technology spending by size-band
Contact Center Agent analytics technology spending - EMEA
EMEA Contact center agent analytics Technology spending by vertical
EMEA Contact center agent analytics Technology spending by size-band
Contact Center ELearning technology spending - EMEA
EMEA Contact center eLearning Technology spending by vertical
EMEA Contact center eLearning Technology spending by size-band
Contact Center Quality Monitoring technology spending - EMEA
EMEA Contact center Quality Monitoring Technology spending by vertical
EMEA Contact center Quality Monitoring Technology spending by size-band
Contact Center workforce management technology spending - EMEA
EMEA Contact center Workforce Management Technology spending by vertical
EMEA Contact center Workforce Management Technology spending by size-band
Agent Positions - North America
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
Technology spending - North America
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
Inbound contact center hardware routing technology spending - North America
North America Inbound contact center hardware routing Technology spending by vertical
North America Inbound contact center hardware routing Technology spending by size-band
Inbound contact center software routing technology spending - North America
North America Inbound contact center software routing Technology spending by vertical
North America Inbound contact center software routing Technology spending by size-band
Outbound contact center technology spending - North America
North America Outbound contact center Technology spending by vertical
North America Outbound contact center Technology spending by size-band
Contact Center Agent analytics technology spending - North America
North America Contact center agent analytics Technology spending by vertical
North America Contact center agent analytics Technology spending by size-band
Contact Center ELearning technology spending - North America
North America Contact center eLearning Technology spending by vertical
North America Contact center eLearning Technology spending by size-band
Contact Center Quality Monitoring technology spending - North America
North America Contact center Quality Monitoring Technology spending by vertical
North America Contact center Quality Monitoring Technology spending by size-band
Contact Center workforce management technology spending - North America
North America Contact center Workforce Management Technology spending by vertical
North America Contact center Workforce Management Technology spending by size-band

APPENDIX
Further reading
Ask the analyst


List of Tables
Table 1: Financial Services contact center technology spending
Table 2: EMEA contact center technology spend and agent positions growth 2004 vs 2009
Table 3: Western European Agent Positions (APs)
Table 4: Western Europe will spend a quarter of total technology spend
Table 5: Efficiency and effectiveness are the main drivers in the spending of WOTs technologies
Table 6: Technology spend per vertical market ($m)
Table 7: Western European APs and technology spending size band comparison
Table 8: Comparison of North American and Western European Agent Positions split by location
Table 9: North America and EMEA Public sector Agent Positions and Technology Spend
Table 10: Contact Center definitions
Table 11: Contact centers and agent positions in EMEA 2004 - 2009
Table 12: In house and outsourced agent positions in EMEA 2004 - 2009
Table 13: Agent positions in EMEA by vertical market 2004 - 2009
Table 14: Agent positions in EMEA by size-band 2004 - 2009
Table 15: Agent positions in EMEA by telephony end-point 2004 - 2009
Table 16: Agent positions in EMEA by technology location 2004 - 2009
Table 17: EMEA contact center Technology spending by application 2004 - 2009
Table 18: Contact Center Technology spending in EMEA by vertical market 2004 - 2009
Table 19: EMEA contact center Technology spending by size-band 2004 - 2009
Table 20: Inbound contact center hardware routing Technology spending in EMEA by vertical market 2004 - 2009
Table 21: EMEA Inbound contact center hardware routing Technology spending by size-band 2004 - 2009
Table 22: Inbound contact center software routing Technology spending in EMEA by vertical market 2004 - 2009
Table 23: EMEA Inbound contact center software routing Technology spending by size-band 2004 - 2009
Table 24: Outbound contact center Technology spending in EMEA by vertical market 2004 - 2009
Table 25: EMEA Outbound contact center Technology spending by size-band 2004 - 2009
Table 26: Contact center agent analytics Technology spending in EMEA by vertical market 2004 - 2009
Table 27: EMEA Contact center agent analytics Technology spending by size-band 2004 - 2009
Table 28: Contact center eLearning Technology spending in EMEA by vertical market 2004 - 2009
Table 29: EMEA Contact center eLearning Technology spending by size-band 2004 - 2009
Table 30: Contact center Quality Monitoring Technology spending in EMEA by vertical market 2004 - 2009
Table 31: EMEA Contact center Quality Monitoring Technology spending by size-band 2004 - 2009
Table 32: Contact center Workforce Management Technology spending in EMEA by vertical market 2004 - 2009
Table 33: EMEA Contact center Workforce Management Technology spending by size-band 2004 - 2009
Table 34: Contact centers and agent positions in North America 2004 - 2009
Table 35: In house and outsourced agent positions in North America 2004 - 2009
Table 36: Agent positions in North America by vertical market 2004 - 2009
Table 37: Agent positions in North America by size-band 2004 - 2009
Table 38: Agent positions in North America by telephony end-point 2004 - 2009
Table 39: Agent positions in North America by technology location 2004 - 2009
Table 40: North America contact center Technology spending by application 2004 - 2009
Table 41: Contact Center Technology spending in North America by vertical market 2004 - 2009
Table 42: North America contact center Technology spending by size-band 2004 - 2009
Table 43: Inbound contact center hardware routing Technology spending in North America by vertical market 2004 - 2009
Table 44: North America Inbound contact center hardware routing Technology spending by size-band 2004 - 2009
Table 45: Inbound contact center software routing Technology spending in North America by vertical market 2004 - 2009
Table 46: North America Inbound contact center software routing Technology spending by size-band 2004 - 2009
Table 47: Outbound contact center Technology spending in North America by vertical market 2004 - 2009
Table 48: North America Outbound contact center Technology spending by size-band 2004 - 2009
Table 49: Contact center agent analytics Technology spending in North America by vertical market 2004 - 2009
Table 50: North America Contact center agent analytics Technology spending by size-band 2004 - 2009
Table 51: Contact center eLearning Technology spending in North America by vertical market 2004 - 2009
Table 52: North America Contact center eLearning Technology spending by size-band 2004 - 2009
Table 53: Contact center Quality Monitoring Technology spending in North America by vertical market 2004 - 2009
Table 54: North America Contact center Quality Monitoring Technology spending by size-band 2004 - 2009
Table 55: Contact center Workforce Management Technology spending in North America by vertical market 2004 - 2009
Table 56: North America Contact center Workforce Management Technology spending by size-band 2004 - 2009


List of Figures
Figure 1: Financial service agent positions
Figure 2: European and North American Retail Banking IT strategy
Figure 3: Retail banks progression towards a predictive approach to customer service
Figure 4: Changes needed to counterbalance the decline in fixed line voice services
Figure 5: Communications sector is attracted to a particular contact center solutions
Figure 6: Western Europe agent positions by region
Figure 7: Offshore agents service Western Europe
Figure 8: Western Europe technology spend ($m)
Figure 9: Actual impact on self service
Figure 10: Combined EMEA & North American APs and Contact Center Technology spend
Figure 11: US Government authorities are pursuing multi-channel strategies to serve its constituents
Figure 12: Contact centers are top priority for US state and local government authorities
Figure 13: Examples of local government institutions in the UK, France, and Germany by tier and by type
Figure 14: Contact centers and agent positions in EMEA 2004 - 2009
Figure 15: In house and outsourced agent positions in EMEA 2004 - 2009
Figure 16: Agent positions in EMEA by vertical market 2004 - 2009
Figure 17: Agent positions in EMEA by size-band 2004 - 2009
Figure 18: Agent positions in EMEA by telephony end-point 2004 - 2009
Figure 19: Agent positions in EMEA by technology location 2004 - 2009
Figure 20: EMEA contact center Technology spending by application 2004 - 2009
Figure 21: Contact Center Technology spending in EMEA by vertical market 2004 - 2009
Figure 22: EMEA contact center Technology spending by size-band 2004 - 2009
Figure 23: Inbound contact center hardware routing Technology spending in EMEA by vertical market 2004 - 2009
Figure 24: EMEA Inbound contact center hardware routing Technology spending by size-band 2004 - 2009
Figure 25: Inbound contact center software routing Technology spending in EMEA by vertical market 2004 - 2009
Figure 26: EMEA Inbound contact center software routing Technology spending by size-band 2004 - 2009
Figure 27: Outbound contact center Technology spending in EMEA by vertical market 2004 - 2009
Figure 28: EMEA Outbound contact center Technology spending by size-band 2004 - 2009
Figure 29: Contact center agent analytics Technology spending in EMEA by vertical market 2004 - 2009
Figure 30: EMEA Contact center agent analytics Technology spending by size-band 2004 - 2009
Figure 31: Contact center eLearning Technology spending in EMEA by vertical market 2004 - 2009
Figure 32: EMEA Contact center eLearning Technology spending by size-band 2004 - 2009
Figure 33: Contact center Quality Monitoring Technology spending in EMEA by vertical market 2004 - 2009
Figure 34: EMEA Contact center Quality Monitoring Technology spending by size-band 2004 - 2009
Figure 35: Contact center Workforce Management Technology spending in EMEA by vertical market 2004 - 2009
Figure 36: EMEA Contact center Workforce Management Technology spending by size-band 2004 - 2009
Figure 37: Contact centers and agent positions in North America 2004 - 2009
Figure 38: In house and outsourced agent positions in North America 2004 - 2009
Figure 39: Agent positions in North America by vertical market 2004 - 2009
Figure 40: Agent positions in North America by size-band 2004 - 2009
Figure 41: Agent positions in North America by telephony end-point 2004 - 2009
Figure 42: Agent positions in North America by technology location 2004 - 2009
Figure 43: North America contact center Technology spending by application 2004 - 2009
Figure 44: Contact Center Technology spending in North America by vertical market 2004 - 2009
Figure 45: North America contact center Technology spending by size-band 2004 - 2009
Figure 46: Inbound contact center hardware routing Technology spending in North America by vertical market 2004 - 2009
Figure 47: North America Inbound contact center hardware routing Technology spending by size-band 2004 - 2009
Figure 48: Inbound contact center software routing Technology spending in NORTH AMERICA by vertical market 2004 - 2009
Figure 49: North America Inbound contact center software routing Technology spending by size-band 2004 - 2009
Figure 50: Outbound contact center Technology spending in North America by vertical market 2004 - 2009
Figure 51: North America Outbound contact center Technology spending by size-band 2004 - 2009
Figure 52: Contact center agent analytics Technology spending in North America by vertical market 2004 - 2009
Figure 53: North America Contact center agent analytics Technology spending by size-band 2004 - 2009
Figure 54: Contact center eLearning Technology spending in North America by vertical market 2004 - 2009
Figure 55: North America Contact center eLearning Technology spending by size-band 2004 - 2009
Figure 56: Contact center Quality Monitoring Technology spending in North America by vertical market 2004 - 2009
Figure 57: North America Contact center Quality Monitoring Technology spending by size-band 2004 - 2009
Figure 58: Contact center Workforce Management Technology spending in North America by vertical market 2004 - 2009
Figure 59: North America Contact center Workforce Management Technology spending by size-band 2004 - 2009
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