Contact Center Markets and Technologies Databook for CALA: Industry Report

Contact Center Markets and Technologies Databook for CALA

Product Type: Market Research Report
Published by: Datamonitor
Published: November 2007
Product Code: R313-27734

Description

Introduction

A statistical overview of technology deployments in contact centers

Scope

An overview of contact center technology trends in CALA 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 CALA

Table of Contents

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

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