Product Type: Market Research Report
Published by: Datamonitor
Published: November 2007
Product Code: R313-27600Description 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 2004 to 2009 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, workforce management, quality monitoring, agent analytics and eLearning.
Highlights
The expansion in demand for products and services in Asia, Eastern Europe, Latin America, the Middle East and Africa, combined with the increase in offshoring, will lead to the creation of four times as many new agent positions in developing markets over the next four years as in developed markets. Vendors will need to carefully target resources by country and vertical market in order to generate profitable revenue growth.
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 - OVERVIEW
- Catalyst
- Summary
- Definitions
- AGENT POSITIONS
- Contact centers and Agent Positions the AUSTRALIA / NEW ZEALAND
- In-house and Outsourced Agent Positions in the AUSTRALIA / NEW ZEALAND
- Agent positions in the AUSTRALIA / NEW ZEALAND by vertical market
- Agent positions in the AUSTRALIA / NEW ZEALAND by size-band
- Agent positions in the AUSTRALIA / NEW ZEALAND by telephony end-point
- Agent positions in the AUSTRALIA / NEW ZEALAND by technology location
- TECHNOLOGY SPENDING
- AUSTRALIA / NEW ZEALAND contact center technology spending by application
- AUSTRALIA / NEW ZEALAND contact center technology spending by vertical
- APPENDIX
- Further reading
- Ask the analyst
- LIST OF FIGURES
- Figure 1: Contact centers and agent positions the AUSTRALIA / NEW ZEALAND, 2005 - 2010
- Figure 2: In house and outsourced agent positions the AUSTRALIA / NEW ZEALAND, 2005 - 2010
- Figure 3: Agent positions in the AUSTRALIA / NEW ZEALAND by vertical market, 2005 & 2010
- Figure 4: Agent positions in the AUSTRALIA / NEW ZEALAND by size-band, 2005 & 2010
- Figure 5: Agent positions in the AUSTRALIA / NEW ZEALAND by telephony end-point, 2005 - 2010
- Figure 6: Agent positions in the AUSTRALIA / NEW ZEALAND by technology location, 2005 - 2010
- Figure 7: AUSTRALIA / NEW ZEALAND contact center technology spending by application, 2005 - 2010
- Figure 8: AUSTRALIA / NEW ZEALAND contact center technology spending by vertical, 2005 & 2010
- LIST OF TABLES
- Table 1: Contact Center definitions
- Table 2: Contact centers and agent positions in the AUSTRALIA / NEW ZEALAND, 2005 - 2010
- Table 3: In house and outsourced agent positions in the AUSTRALIA / NEW ZEALAND, 2005 - 2010
- Table 4: Agent positions in the AUSTRALIA / NEW ZEALAND by vertical market, 2005 - 2010
- Table 5: Agent positions in the AUSTRALIA / NEW ZEALAND by size-band, 2005 - 2010
- Table 6: Agent positions in the AUSTRALIA / NEW ZEALAND by telephony end-point, 2005 - 2010
- Table 7: Agent positions in the AUSTRALIA / NEW ZEALAND by technology location, 2005 - 2010
- Table 8: AUSTRALIA / NEW ZEALAND contact center technology spending by application, 2005 - 2010
- Table 9: AUSTRALIA / NEW ZEALAND contact center technology spending by vertical, 2005 - 2010
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