Contact Center Markets and Technologies databook for Benelux: Industry Report

Contact Center Markets and Technologies databook for Benelux

Product Type: Market Research Report
Published by: Datamonitor
Published: July 2007
Product Code: R313-23862

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 2005 to 2010 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 and workforce management.

Highlights

Overall domestic agent position growth is slowing or declining in North America and Western Europe.

Technology and business changes - including IP telephony, virtualization, managed and hosted services, workforce optimization technologies, SME growth, and 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.

Reasons to Purchase

Understand evolving contact center technology investment and adoption.

Identify the fastest growing vertical markets for contact center technology and services.

ain insight into key contact center growth patterns.

Table of Contents

LIST OF FIGURES: Catalyst; Summary; Definitions; AGENT POSITIONS; Contact centers and Agent Positions in Benelux; In-house and Outsourced Agent Positions in Benelux; Agent positions in Benelux by vertical market; Agent positions in Benelux by size-band; Agent positions in Benelux by telephony end-point; Agent positions in Benelux by technology location; TECHNOLOGY SPENDING; Benelux contact center technology spending by application; Benelux contact center technology spending by vertical; Benelux contact center technology spending by size-band; CONTACT CENTER INBOUND HARDWARE TECHNOLOGY SPENDING; Benelux contact center Inbound hardware technology spending by vertical; Benelux contact center Inbound hardware technology spending by size-band; CONTACT CENTER NON-SWITCH SOFTWARE TECHNOLOGY SPENDING; Benelux contact center Non-switch software technology spending by vertical; Benelux contact center Non-switch software technology spending by size-band; CONTACT CENTER OUTBOUND TECHNOLOGY SPENDING; Benelux contact center Outbound technology spending by vertical; Benelux contact center Outbound technology spending by size-band; CONTACT CENTER QUALITY MONITORING TECHNOLOGY SPENDING; Benelux contact center Quality Monitoring technology spending by vertical; Benelux Contact center Quality Monitoring technology spending by size-band; CONTACT CENTER SWITCH DEPENDENT SOFTWARE TECHNOLOGY SPENDING; Benelux contact center Switch-dependent technology spending by vertical; Benelux Contact center Switch-dependent technology spending by size-band; CONTACT CENTER SWITCH-INDEPENDENT TECHNOLOGY SPENDING; Benelux contact center Switch-independent technology spending by vertical; Benelux contact center Switch-independent technology spending by size-band; CONTACT CENTER WORKFORCE MANAGEMENT TECHNOLOGY SPENDING; Benelux contact center Workforce Management technology spending by vertical; Benelux contact center Workforce Management technology spending by size-band
APPENDIX: Further reading; Ask the analyst
LIST OF FIGURES: Figure 1: Contact centers and agent positions in Benelux, 2005 - 2010; Figure 2: In house and outsourced agent positions in Benelux, 2005 - 2010; Figure 3: Agent positions in Benelux by vertical market, 2005 & 2010; Figure 4: Agent positions in Benelux by size-band, 2005 & 2010; Figure 5: Agent positions in Benelux by telephony end-point, 2005 - 2010; Figure 6: Agent positions in Benelux by technology location, 2005 - 2010; Figure 7: Benelux contact center technology spending by application, 2005 - 2010; Figure 8: Benelux contact center technology spending by vertical market, 2005 & 2010; Figure 9: Benelux contact center technology spending by size-band, 2005 & 2010; Figure 10: Benelux contact center Inbound hardware technology spending by vertical market, 2005 & 2010; Figure 11: Benelux contact center Inbound hardware technology spending by size-band, 2005 & 2010; Figure 12: Benelux contact center Non-switch software technology spending by vertical market, 2005 & 2010; Figure 13: Benelux contact center Non-switch software technology spending by size-band, 2005 & 2010; Figure 14: Benelux contact center Outbound technology spending by vertical market, 2005 & 2010; Figure 15: Benelux contact center Outbound technology spending by size-band, 2005 & 2010; Figure 16: Benelux contact center Quality Monitoring technology spending by vertical market, 2005 & 2010; Figure 17: Benelux contact center Quality Monitoring technology spending by size-band, 2005 & 2010; Figure 18: Benelux contact center Switch-dependent technology spending by vertical market, 2005 & 2010; Figure 19: Benelux Contact center Switch-dependent technology spending by size-band, 2005 & 2010; Figure 20: Benelux contact center Switch-independent technology spending by vertical market, 2005 & 2010; Figure 21: Benelux contact center Switch-independent technology spending by size-band, 2005 & 2010; Figure 22: Benelux contact center Workforce Management technology spending by vertical market, 2005 & 2010; Figure 23: Benelux contact center Workforce Management technology spending by size-band, 2005 & 2010
LIST OF TABLES: Table 1: Contact Center definitions; Table 2: Contact centers and agent positions in Benelux, 2005 - 2010; Table 3: In house and outsourced agent positions in Benelux, 2005 - 2010; Table 4: Agent positions in Benelux by vertical market, 2005 - 2010; Table 5: Agent positions in Benelux by size-band, 2005 - 2010; Table 6: Agent positions in Benelux by telephony end-point, 2005 - 2010; Table 7: Agent positions in Benelux by technology location, 2005 - 2010; Table 8: Benelux contact center technology spending by application, 2005 - 2010; Table 9: Benelux contact center technology spending by vertical market, 2005 - 2010; Table 10: Benelux contact center technology spending by size-band, 2005 - 2010; Table 11: Benelux contact center Inbound hardware technology spending by vertical market, 2005 - 2010; Table 12: Benelux contact center Inbound hardware technology spending by size-band, 2005 - 2010; Table 13: Benelux contact center Non-switch software technology spending by vertical market, 2005 - 2010; Table 14: Benelux contact center Non-switch software technology spending by size-band, 2005 - 2010; Table 15: Benelux contact center Outbound technology spending by vertical market, 2005 - 2010; Table 16: Benelux contact center Outbound technology spending by size-band, 2005 - 2010; Table 17: Benelux contact center Quality Monitoring technology spending by vertical market, 2005 - 2010; Table 18: Benelux contact center Quality Monitoring technology spending by size-band, 2005 - 2010; Table 19: Benelux contact center Switch-dependent technology spending by vertical market, 2005 - 2010; Table 20: Benelux Contact center Switch-dependent technology spending by size-band, 2005 - 2010; Table 21: Benelux contact center Switch-independent technology spending by vertical market, 2005 - 2010; Table 22: Benelux contact center Switch-independent technology spending by size-band, 2005 - 2010; Table 23: Benelux contact center Workforce Management technology spending by vertical market, 2005 - 2010; Table 24: Benelux contact center Workforce Management technology spending by size-band, 2005 - 2010

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