Contact Center Markets and Technologies Databook for China: Industry Report

Contact Center Markets and Technologies Databook for China

Product Type: Market Research Report
Published by: Datamonitor
Published: November 2007
Product Code: R313-27726

Description

Introduction

A statistical overview of technology deployments in contact centers

Scope

An overview of contact center technology trends in China Broken down by 12 different verticals across five different sizebands

Highlights

Statistical overviews of trends in contact center demand for in-house and outsourced agent positions in different vertical markets.

Reasons to Purchase

Determine rates of growth in emerging and mature vertical markets Understand new market opportunities in China

Table of Contents

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

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