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Contact Center Markets and Technologies Databook for New EU 12

Product Type: Market Research Report
Published by: Datamonitor
Published: July 2007
Product Code: R313-23867
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

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