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Contact Center Databook for SE Asia

Product Type: Market Research Report
Published by: Datamonitor
Published: November 2007
Product Code: R313-27733
Description
Introduction

A statistical overview of technology deployments in contact centers

Scope

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


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