Networked call centers: key service provider opportunity: Industry Report

Networked call centers: key service provider opportunity

Product Type: Market Research Report
Published by: Datamonitor
Published: January 2003
Product Code: R313-5180

Description

Introduction: Over the past ten years, the telecoms market in EMEA, and particularly within the EU, has become increasingly competitive following deregulation. However, regulation still exists and in many countries the former incumbent still has a virtual monopoly on service provision. Despite this, the emergence of IP and the increasing popularity of hosting and pre-routing services provide both threats and opportunities for incumbent service providers and new entrants alike. Scope: * This executive report analyses the impact the recent changes in the call center market, with particular emphasis on the role of new technologies * The changing role of service providers within this sector is assessed, providing analysis of potential areas of opportunity in this market. Report Highlights: Service providers in EMEA are increasingly providing networked services to call centers as a way of driving call minutes, which form the bulk of their revenue streams.Call centers currently generate over six billion minutes of telephony traffic per month in EMEA. By 2007, this will have increased by over 50% to over nine billion call minutes.There are currently 600 networked call centers in EMEA; by 2007 this number will have tripled to over 1,800. Reasons to Purchase: * Understand the opportunities arising from the emergence of IP and the increasing popularity of hosting and pre-routing services * Learn how new technologies have given service providers the potential to offer more value-added services to their call center customers

Table of Contents

Introduction

Outline of the executive report

Key findings

Justification

The role of service providers in the EMEA call center market

Telecoms provider

Network services provider

Outsourcer

VAR, consultant and systems integrator

Call center traffic

Call minutes

Inbound and outbound telephony traffic

Networked call centers in EMEA

What is a networked call center?

Network call center provison

Networked call centers and agent positions

Summary And Conclusions

A significant opportunity for service providers

Action points for service providers targeting this sector

Appendix

Future readings

SPP writing team

How to contact experts in your industry

Ordering and More Information

Price and Delivery Options

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