Contact Center Markets and Technologies Databook for MEA: Industry Report

Contact Center Markets and Technologies Databook for MEA

Product Type: Market Research Report
Published by: Datamonitor
Published: November 2007
Product Code: R313-27729

Description

Introduction

A statistical overview of technology deployments in contact centers

Scope

An overview of contact center technology trends in MEA 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 MEA

Table of Contents

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

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