Targeting Growth in Developing Markets: APAC, CEE, CALA, MEA (Review Report)

• Provides an overview of the Asia Pacific contact center market and the main drivers and trends affecting the market.
• Provides an overview of the Central and Eastern European contact center market and the main drivers and trends affecting this market.
• Provides an overview of the Central and Latin American contact center market and describes how contact center vendors can succeed in this market.
• Provides an overview of the established and emerging offshore outsourcing markets.

• To understand the market opportunity in developing contact center markets.
• To understand the market opportunity for contact center technology in the offshore and nearshore contact center markets.
• To understand the technology trends that will be seen in these markets over the coming years.

DATAMONITOR VIEW

CATALYST

SUMMARY

METHODOLOGY

EXECUTIVE SUMMARY

Introduction

Selling Contact Center Technology in Asia Pacific (Market Focus)

Selling Contact Center Technology in Central and Eastern Europe (Market Focus)

Selling Contact Center Technology in Central and Latin America (Market Focus)

Contact Center Technology for the Offshore Market (Strategy Focus)

Contact Centers in APAC (Databook)

Contact Centers in EMEA (Databook)

Contact Centers in CALA (Databook)

SELLING CONTACT CENTER TECHNOLOGY IN ASIA PACIFIC (MARKET FOCUS)

Summary

By 2009 Asia Pacific will account for 20% of global agent population

Outsourcing, Financial Services and Communications will account for 6 out 10 APs in the region

Financial services lead the way

Outsourcing will be the fastest growing market in the region

The growth in communications will be driven by high levels of uptake of mobile and internet services in the region

Large contact centers account for the bulk of APs in Asia Pacific

The Asia Pacific market is a myriad of diverse markets

Australia and New Zealand closely mirror the North American and Western European markets

Japanese and South Korean markets are notoriously difficult to break into

The Indian contact center market services predominantly an offshore customer base

The growth potential of the domestic Chinese contact center market is immense

The Filipino market has the region's highest concentration of offshoring

A 'one size fits all' strategy will not work in the Asia Pacific region

SELLING CONTACT CENTER TECHNOLOGY IN CENTRAL AND EASTERN EUROPE (MARKET FOCUS)

Summary

CEE represents a unique opportunity for contact center vendors in a slowing global market

The contact center market in Central and Eastern Europe continues to experience a robust growth rate

A combination of several factors will drive the growth of APs in Central and Eastern Europe

By 2009 the CEE market will be worth $246.5 million to contact center technology vendors

The greatest opportunity lies in Financial Services, Outsourcing, Communications and SMEs

Financial Services leads the way

Outsourcing is also pivotal to growth in CEE

Deregulation and liberalization in the communications industry are key drivers for growth

Sizeband opportunities for vendors

Vendors should be careful since the CEE market has some risks

Often large contact centers are just the result of a corporate initiative

The offshore sector of the market is quite saturated by "big brands"

Immature approach to technology

Further considerations for vendors to take heed of:

To overcome drawbacks, sales strategies must be formed very carefully

SELLING CONTACT CENTER TECHNOLOGY IN CENTRAL AND LATIN AMERICA (MARKET FOCUS)

Summary

The robust growth of the contact center market presents a great opportunity for vendors

Brazil sets the tone in the region

Outsourcing accounts for one third of the total agent population in the region

The revenue potential in the SME market is significant

Open standards are driving down the price of technology making it more accessible to SMEs

Governments in Central and Latin America are increasingly supporting the SMEs growth

Flexibility and lower price points are keys for success in this market

The market will be worth $418 million to technology vendors in 2009

Voice still remains the dominant communication channel

CONTACT CENTER TECHNOLOGY FOR THE OFFSHORE MARKET (STRATEGY FOCUS)

Summary

The offshore contact center market will grow driven by the persisent need to cut costs

The US and UK lead the way in offshore outsourcing their contact center operations

India, the Philippines and Canada are currently the biggest offshore outsourced markets

Contact center outsourcing can take a number of forms

Full outsourcing is the most common scenario

What are the outsourcers' needs in terms of contact center technology?

Large outsourcers can offer their technology platforms on a hosted basis

Some of the global outsourcers are potential customers for managed and hosted service providers

Captive scenario is used only in the minority of cases

What are the technology needs?

Mixed scenario is used by large companies looking to gain more control over their outsourcing process

APAC will overtake North America in terms of outsourced technology spending by 2009

CONTACT CENTERS IN APAC (DATABOOK)

Introduction

Definitions

Contact Centers and Agent Positions in APAC

In-house and Outsourced Agent Positions in APAC

Agent positions in APAC by vertical market

Agent positions in APAC by size-band

Agent positions in APAC by telephony end-point

Agent positions in APAC by technology location

APAC contact center technology spending by application

APAC contact center technology spending by vertical

APAC contact center technology spending by size-band

APAC Inbound contact center hardware routing technology spending by vertical

APAC Inbound contact center hardware routing technology spending by size-band

APAC Inbound contact center software routing technology spending by vertical

APAC Inbound contact center software routing technology spending by size-band

APAC Outbound contact center technology spending by vertical

APAC Outbound contact center technology spending by size-band

APAC Contact center agent analytics technology spending by vertical

APAC Contact center agent analytics technology spending by size-band

APAC Contact center eLearning technology spending by vertical

APAC Contact center eLearning technology spending by size-band

APAC Contact center Quality Monitoring technology spending by vertical

APAC Contact center Quality Monitoring technology spending by size-band

APAC Contact center Workforce Management technology spending by vertical

APAC Contact center Workforce Management technology spending by size-band

CONTACT CENTERS IN EMEA (DATABOOK)

Introduction

Definitions

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

EMEA contact center Technology spending by application

EMEA contact center Technology spending by vertical

EMEA contact center Technology spending by size-band

EMEA Inbound contact center hardware routing Technology spending by vertical

EMEA Inbound contact center hardware routing Technology spending by size-band

EMEA Inbound contact center software routing Technology spending by vertical

EMEA Inbound contact center software routing Technology spending by size-band

EMEA Outbound contact center Technology spending by vertical

EMEA Outbound contact center Technology spending by size-band

EMEA Contact center agent analytics Technology spending by vertical

EMEA Contact center agent analytics Technology spending by size-band

EMEA Contact center eLearning Technology spending by vertical

EMEA Contact center eLearning Technology spending by size-band

EMEA Contact center Quality Monitoring Technology spending by vertical

EMEA Contact center Quality Monitoring Technology spending by size-band

EMEA Contact center Workforce Management Technology spending by vertical

EMEA Contact center Workforce Management Technology spending by size-band

CONTACT CENTERS IN CALA (DATABOOK)

Introduction

Definitions

Contact Centers and Agent Positions in CALA

In-house and Outsourced Agent Positions in CALA

Agent positions in CALA by vertical market

Agent positions in CALA by size-band

Agent positions in CALA by telephony end-point

Agent positions in CALA by technology location

CALA contact center technology spending by application

CALA contact center technology spending by vertical

CALA contact center technology spending by size-band

CALA Inbound contact center hardware routing technology spending by vertical

CALA Inbound contact center hardware routing technology spending by size-band

CALA Inbound contact center software routing technology spending by vertical

CALA Inbound contact center software routing technology spending by size-band

CALA Outbound contact center technology spending by vertical

CALA Outbound contact center technology spending by size-band

CALA Contact center agent analytics technology spending by vertical

CALA Contact center agent analytics technology spending by size-band

CALA Contact center eLearning technology spending by vertical

CALA Contact center eLearning technology spending by size-band

CALA Contact center Quality Monitoring technology spending by vertical

CALA Contact center Quality Monitoring technology spending by size-band

APPENDIX

Definitions

Agent position (AP)

Contact center

Asia Pacific

Central and Eastern Europe:

Central and Latin America

Inbound contact routing hardware

Inbound contact routing software

Outbound contact routing hardware and software

Workforce optimization technologies

Outsourcing

Further reading

Ask the analyst

List of Tables

Table 1: Total APs in Asia Pacific segmented by country (000s), 2004-2009

Table 2: Agent positions in Asia Pacific segmented by vertical market (000s), 2004-2009

Table 3: Asia Pacific telecommunication indicators, 2004

Table 4: Agent positions in Asia Pacific segmented sizeband (000s), 2004-2009

Table 5: Total APs in Central and Eastern Europe segmented by country (000s)

Table 6: CEE technology revenues by application ($m), 2004-2009

Table 7: Agent positions in CEE segmented by vertical market (000s), 2004-2009

Table 8: Agent positions in CEE segmented by sizebands (000s), 2004-2009

Table 9: Total agent positions in Central and Latin America segmented by country, 2004-2009

Table 10: Central and Latin American outsourced agent positions, 2005 - 2010

Table 11: Central and Latin America contact center technology revenues, $m

Table 12: Central and Latin America information and communication technology penetration, 2004

Table 13: Top 10 geographical markets served by offshore contact centers, 2005-2010

Table 14: Offshore APs as a proportion of total APs serving the market, 2005-2009

Table 15: Top 10 offshore outsourced destinations in terms of APs (000s), 2005-2010

Table 16: Outsourced contact centers technology spending by region ($m), 2004-2009

Table 17: Outsourced contact centers technology spending by region ($m), 2009

Table 18: Contact Center definitions

Table 19: Contact centers and agent positions in APAC 2004 - 2009

Table 20: In house and outsourced agent positions in APAC 2004 - 2009

Table 21: Agent positions in APAC by vertical market 2004 - 2009

Table 22: Agent positions in APAC by size-band 2004 - 2009

Table 23: Agent positions in APAC by telephony end-point 2004 - 2009

Table 24: Agent positions in APAC by technology location 2004 - 2009

Table 25: APAC contact center technology spending by application 2004 - 2009

Table 26: Contact Center Technology spending in APAC by vertical market 2004 - 2009

Table 27: APAC contact center technology spending by size-band 2004 - 2009

Table 28: Inbound contact center hardware routing Technology spending in APAC by vertical market 2004 - 2009

Table 29: APAC Inbound contact center hardware routing technology spending by size-band 2004 - 2009

Table 30: Inbound contact center software routing Technology spending in APAC by vertical market 2004 - 2009

Table 31: APAC Inbound contact center software routing technology spending by size-band 2004 - 2009

Table 32: Outbound contact center Technology spending in APAC by vertical market 2004 - 2009

Table 33: APAC Outbound contact center technology spending by size-band 2004 - 2009

Table 34: Contact center agent analytics Technology spending in APAC by vertical market 2004 - 2009

Table 35: APAC Contact center agent analytics technology spending by size-band 2004 - 2009

Table 36: Contact center eLearning Technology spending in APAC by vertical market 2004 - 2009

Table 37: APAC Contact center eLearning technology spending by size-band 2004 - 2009

Table 38: Contact center Quality Monitoring Technology spending in APAC by vertical market 2004 - 2009

Table 39: APAC Contact center Quality Monitoring technology spending by size-band 2004 - 2009

Table 40: Contact center Workforce Management Technology spending in APAC by vertical market 2004 - 2009

Table 41: APAC Contact center Workforce Management technology spending by size-band 2004 - 2009

Table 42: Contact Center definitions

Table 43: Contact centers and agent positions in EMEA 2004 - 2009

Table 44: In house and outsourced agent positions in EMEA 2004 - 2009

Table 45: Agent positions in EMEA by vertical market 2004 - 2009

Table 46: Agent positions in EMEA by size-band 2004 - 2009

Table 47: Agent positions in EMEA by telephony end-point 2004 - 2009

Table 48: Agent positions in EMEA by technology location 2004 - 2009

Table 49: EMEA contact center Technology spending by application 2004 - 2009

Table 50: Contact Center Technology spending in EMEA by vertical market 2004 - 2009

Table 51: EMEA contact center Technology spending by size-band 2004 - 2009

Table 52: Inbound contact center hardware routing Technology spending in EMEA by vertical market 2004 - 2009

Table 53: EMEA Inbound contact center hardware routing Technology spending by size-band 2004 - 2009

Table 54: Inbound contact center software routing Technology spending in EMEA by vertical market 2004 - 2009

Table 55: EMEA Inbound contact center software routing Technology spending by size-band 2004 - 2009

Table 56: Outbound contact center Technology spending in EMEA by vertical market 2004 - 2009

Table 57: EMEA Outbound contact center Technology spending by size-band 2004 - 2009

Table 58: Contact center agent analytics Technology spending in EMEA by vertical market 2004 - 2009

Table 59: EMEA Contact center agent analytics Technology spending by size-band 2004 - 2009

Table 60: Contact center eLearning Technology spending in EMEA by vertical market 2004 - 2009

Table 61: EMEA Contact center eLearning Technology spending by size-band 2004 - 2009

Table 62: Contact center Quality Monitoring Technology spending in EMEA by vertical market 2004 - 2009

Table 63: EMEA Contact center Quality Monitoring Technology spending by size-band 2004 - 2009

Table 64: Contact center Workforce Management Technology spending in EMEA by vertical market 2004 - 2009

Table 65: EMEA Contact center Workforce Management Technology spending by size-band 2004 - 2009

Table 66: Contact Center definitions

Table 67: Contact centers and agent positions in CALA 2004 - 2009

Table 68: In house and outsourced agent positions in CALA 2004 - 2009

Table 69: Agent positions in CALA by vertical market 2004 - 2009

Table 70: Agent positions in CALA by size-band 2004 - 2009

Table 71: Agent positions in CALA by telephony end-point 2004 - 2009

Table 72: Agent positions in CALA by technology location 2004 - 2009

Table 73: CALA contact center technology spending by application 2004 - 2009

Table 74: Contact Center Technology spending in CALA by vertical market 2004 - 2009

Table 75: CALA contact center technology spending by size-band 2004 - 2009

Table 76: Inbound contact center hardware routing Technology spending in CALA by vertical market 2004 - 2009

Table 77: CALA Inbound contact center hardware routing technology spending by size-band 2004 - 2009

Table 78: Inbound contact center software routing Technology spending in CALA by vertical market 2004 - 2009

Table 79: CALA Inbound contact center software routing technology spending by size-band 2004 - 2009

Table 80: Outbound contact center Technology spending in CALA by vertical market 2004 - 2009

Table 81: CALA Outbound contact center technology spending by size-band 2004 - 2009

Table 82: Contact center agent analytics Technology spending in CALA by vertical market 2004 - 2009

Table 83: CALA Contact center agent analytics technology spending by size-band 2004 - 2009

Table 84: Contact center eLearning Technology spending in CALA by vertical market 2004 - 2009

Table 85: CALA Contact center eLearning technology spending by size-band 2004 - 2009

Table 86: Contact center Quality Monitoring Technology spending in CALA by vertical market 2004 - 2009

Table 87: CALA Contact center Quality Monitoring technology spending by size-band 2004 - 2009

List of Figures

Figure 1: ASIA PACIFIC agent positions as a proportion of global total APs

Figure 2: Agent positions in Asia Pacific segmented by vertical market (000s), 2004-2009

Figure 3: CEE technology revenues by application ($m), 2004-2009

Figure 4: Agent positions in CEE segmented by vertical market, 2004-2009

Figure 5: Central and Latin American outsourced agent positions, 2005 - 2010

Figure 6: Central and Latin America contact center technology revenues, $m

Figure 7: Main offshore and nearshore locations for the major outsourcing customer markets, 2006

Figure 8: Top 10 offshore outsourced destinations in terms of APs, 2005-2010

Figure 9: Distributed contact center infrastructure

Figure 10: Outsourced contact centers technology spending by region, 2004-2009

Figure 11: Contact centers and agent positions in APAC 2004 - 2009

Figure 12: In house and outsourced agent positions in APAC 2004 - 2009

Figure 13: Agent positions in APAC by vertical market 2004 & 2009

Figure 14: Agent positions in APAC by size-band 2004 & 2009

Figure 15: Agent positions in APAC by telephony end-point 2004 - 2009

Figure 16: Agent positions in APAC by technology location 2004 - 2009

Figure 17: APAC contact center technology spending by application 2004 - 2009

Figure 18: Contact Center Technology spending in APAC by vertical market 2004 & 2009

Figure 19: APAC contact center technology spending by size-band 2004 & 2009

Figure 20: Inbound contact center hardware routing Technology spending in APAC by vertical market 2004 & 2009

Figure 21: APAC Inbound contact center hardware routing technology spending by size-band 2004 & 2009

Figure 22: Inbound contact center software routing Technology spending in APAC by vertical market 2004 & 2009

Figure 23: APAC Inbound contact center software routing technology spending by size-band 2004 & 2009

Figure 24: Outbound contact center Technology spending in APAC by vertical market 2004 & 2009

Figure 25: APAC Outbound contact center technology spending by size-band 2004 & 2009

Figure 26: Contact center agent analytics Technology spending in APAC by vertical market 2004 & 2009

Figure 27: APAC Contact center agent analytics technology spending by size-band 2004 & 2009

Figure 28: Contact center eLearning Technology spending in APAC by vertical market 2004 & 2009

Figure 29: APAC Contact center eLearning technology spending by size-band 2004 & 2009

Figure 30: Contact center Quality Monitoring Technology spending in APAC by vertical market 2004 & 2009

Figure 31: APAC Contact center Quality Monitoring technology spending by size-band 2004 & 2009

Figure 32: Contact center Workforce Management Technology spending in APAC by vertical market 2004 & 2009

Figure 33: APAC Contact center Workforce Management technology spending by size-band 2004 & 2009

Figure 34: Contact centers and agent positions in EMEA 2004 - 2009

Figure 35: In house and outsourced agent positions in EMEA 2004 - 2009

Figure 36: Agent positions in EMEA by vertical market 2004 - 2009

Figure 37: Agent positions in EMEA by size-band 2004 - 2009

Figure 38: Agent positions in EMEA by telephony end-point 2004 - 2009

Figure 39: Agent positions in EMEA by technology location 2004 - 2009

Figure 40: EMEA contact center Technology spending by application 2004 - 2009

Figure 41: Contact Center Technology spending in EMEA by vertical market 2004 - 2009

Figure 42: EMEA contact center Technology spending by size-band 2004 - 2009

Figure 43: Inbound contact center hardware routing Technology spending in EMEA by vertical market 2004 - 2009

Figure 44: EMEA Inbound contact center hardware routing Technology spending by size-band 2004 - 2009

Figure 45: Inbound contact center software routing Technology spending in EMEA by vertical market 2004 - 2009

Figure 46: EMEA Inbound contact center software routing Technology spending by size-band 2004 - 2009

Figure 47: Outbound contact center Technology spending in EMEA by vertical market 2004 - 2009

Figure 48: EMEA Outbound contact center Technology spending by size-band 2004 - 2009

Figure 49: Contact center agent analytics Technology spending in EMEA by vertical market 2004 - 2009

Figure 50: EMEA Contact center agent analytics Technology spending by size-band 2004 - 2009

Figure 51: Contact center eLearning Technology spending in EMEA by vertical market 2004 - 2009

Figure 52: EMEA Contact center eLearning Technology spending by size-band 2004 - 2009

Figure 53: Contact center Quality Monitoring Technology spending in EMEA by vertical market 2004 - 2009

Figure 54: EMEA Contact center Quality Monitoring Technology spending by size-band 2004 - 2009

Figure 55: Contact center Workforce Management Technology spending in EMEA by vertical market 2004 - 2009

Figure 56: EMEA Contact center Workforce Management Technology spending by size-band 2004 - 2009

Figure 57: Contact centers and agent positions in CALA 2004 - 2009

Figure 58: In house and outsourced agent positions in CALA 2004 - 2009

Figure 59: Agent positions in CALA by vertical market 2004 & 2009

Figure 60: Agent positions in CALA by size-band 2004 & 2009

Figure 61: Agent positions in CALA by telephony end-point 2004 - 2009

Figure 62: Agent positions in CALA by technology location 2004 - 2009

Figure 63: CALA contact center technology spending by application 2004 - 2009

Figure 64: Contact Center Technology spending in CALA by vertical market 2004 & 2009

Figure 65: CALA contact center technology spending by size-band 2004 & 2009

Figure 66: Inbound contact center hardware routing Technology spending in CALA by vertical market 2004 & 2009

Figure 67: CALA Inbound contact center hardware routing technology spending by size-band 2004 & 2009

Figure 68: Inbound contact center software routing Technology spending in CALA by vertical market 2004 & 2009

Figure 69: CALA Inbound contact center software routing technology spending by size-band 2004 & 2009

Figure 70: Outbound contact center Technology spending in CALA by vertical market 2004 & 2009

Figure 71: CALA Outbound contact center technology spending by size-band 2004 & 2009

Figure 72: Contact center agent analytics Technology spending in CALA by vertical market 2004 & 2009

Figure 73: CALA Contact center agent analytics technology spending by size-band 2004 & 2009

Figure 74: Contact center eLearning Technology spending in CALA by vertical market 2004 & 2009

Figure 75: CALA Contact center eLearning technology spending by size-band 2004 & 2009

Figure 76: Contact center Quality Monitoring Technology spending in CALA by vertical market 2004 & 2009

Figure 77: CALA Contact center Quality Monitoring technology spending by size-band 2004 & 2009