Contact Center Markets and Technologies Databook for Russia: Industry Report

Contact Center Markets and Technologies Databook for Russia

Product Type: Market Research Report
Published by: Datamonitor
Published: November 2007
Product Code: R313-27732

Description

Introduction

A statistical overview of technology deployments in contact centers

Scope

An overview of contact center technology trends in Russia 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 Russia

Table of Contents

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

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