Contact Center Markets and Technology Databook for India: Industry Report

Contact Center Markets and Technology Databook for India

Product Type: Market Research Report
Published by: Datamonitor
Published: November 2007
Product Code: R313-27727

Description

Introduction

A statistical overview of technology deployments in contact centers

Scope

An overview of contact center technology trends in India 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 India

Table of Contents

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

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