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Call Center Component TechnologiesProduct Type: Market Research ReportPublished by: Datamonitor Published: December 2002 Product Code: R313-5207 Description This report will cover the size of the ACD market, IP-ACD, CTI, IVR, predictive dialing, and call recording. It will cover EMEA and North America and give breakdowns by national and vertical markets, as well as forecast growth until 2007. Where possible, market shares will be given.Sizes the call center technology market by technology from 2001 to 2007Segments the market by four call center size-bands by country until 2007Segments major markets in EMEA and the three regions (EMEA, North America and Rest of World) by 13 vertical markets until 2007Growth forecasts for ACD, CTI, IVR, PD, recording and IP to 2007The global call center component technology market will grow from $4.1bn in 2002 to $5.5bn in 2007. This represents a CAGR of 6%. The largest call center market in EMEA is the UK and comprises 32.5% of the total EMEA market. It is also the most sophisticated call center technology market in EMEA.The fastest growing call center technology is call recording, while the slowest growing is Automatic Call Distributors. The fastest growing vertical markets are public sector and outsourcing. Adoption of IP technologies will occur much faster in EMEA than North America.Identify the largest and fastest growing call center technology markets in EMEA and North AmericaIdentify the most important and fastest growing vertical markets by countryUnderstand the opportunities across different call center size bands by countryDetermine the effect of the IP and multimedia across EMEAUnderstand the changing competitive strategies of vendors, service providers and systems integratorsTable of Contents Overview Introduction This report will cover the size of the ACD market, IP-ACD, CTI, IVR, predictive dialling, and call recording. It will cover EMEA and North America and give breakdowns by national and vertical markets, as well as forecast growth until 2007. Where possible, market shares will be given. INTRODUCTION Contact Center Component Technologies to 2007 is Datamonitor’s core report sizing and segmenting the global call center technology market from 2001 to 2007. The following regions and countries are covered in the report: EMEA, North America and the Rest of World; Benelux, France, Germany, Italy, the Nordics, Spain and the UK THE GLOBAL CALL CENTER TECHNOLOGY MARKET This chapter analyzes the growth of call center technology market EMEA, North America and the rest of the world. The market is sized until 2007 in terms of each component technology and is segmented by country. In addition, the uptake of IP technologies in EMEA and North America is analyzed. Multimedia Discussion of reasons behind the increase in multimedia call centers and how call centers are and should cope with the increase in variety of contact means. Number of multimedia contact centers 2002 and 2007 Role of service providers IP Analysis of the drivers, barriers and reasons for delayed growth in IP call centers in EMEA and North America Discussion of the impact of IP on call centers. Networked call centers Assessment of the potential for networked call centers in North America and EMEA A discussion of the types of networked call centers and their impact on call centers. Speech Recognition Analysis of the impact of speech recognition on revenues and strategy of IVR vendors Outbound dialing Discussion of why outbound dialing and the market for predictive dialers is not dead and how it will change in coming years. Quality Management Evaluation of quality management potential and the role of call recording vendors in driving this market. MARKET SIZING This chapter contains the core data on market size and growth to 2007 of ACDs, CTI, IVR, Predictive dialer and call recording by region and major country in EMEA. Global Market overview Global call center component technology revenues by region and technology Discussion of the fastest growing applications Automatic Call Distributor Definition and trends Global market for ACDs and by region and by country in EMEA Discussion of IP vs traditional ACD adoption and growth forecasts in EMEA and North America Computer Telephony Integration Definition and trends Global market for CTI and by region and by country in EMEA Interactive Voice Response Definition and trends Global market for IVR and by region and by country in EMEA Predictive Dialer Definition and trends Global market for Predictive Dialer and by region and by country in EMEA Call Recording Definition and trends Global market for Call Recording and by region and by country in EMEA North American market overview Call center trends in North America Technology spending in North America grouped by component, by call center size band and by vertical market. EMEA market overview Call center trends in EMEA Data on call center market size and growth in 23 countries in EMEA Technology spending in EMEA grouped by component, by call center size band and by vertical market. CUSTOMER FOCUS This chapter contains data on market size and growth by call center size and vertical markets between 2002 and 2007 for ACDs, CTI, IVR, Predictive dialer and call recording in EMEA. Call Center size North America and EMEA spending by size bands Discussion of trends in spending patterns Vertical markets Definition and trends in 9 vertical markets North America and EMEA spending by call center size band Mature and immature markets Discussion of market maturity and impact on technology spending North America and EMEA spending by call center size band COMPETITIVE DYNAMICS This chapter contains vendor profiles and analysis of competitive strategies in each of the technology groups. Competitor types Identification and analysis of categories of vendors in the call center market Evaluation of the impact of the six trends on each category of vendor Competitive Structure Assessment of vendor strengths in each of the five component technologies Competitive profiles Profiles of more than 35 vendors in the call center market, including a discussion of products, strengths, weaknesses and strategies. ACTION POINTS This chapter contains strategic and tactical recommendations for each category of vendor. APPENDIX Technology spending data amalgamated by country Modeling methodolgy DATASETS Table 1: Total call center component technology revenues Table 2: Global call center component technology revenues by technology type Table 3: Global ACD revenues Table 4: North American ACD revenues by traditional vs. IP Table 5: EMEA ACD revenues by traditional vs. IP Table 6: Global CTI revenues Table 7: Global IVR revenues Table 8: Global Predictive Dialer revenues Table 9: Global Call Recording revenues Table 10: Total call center component technology revenues in North America by technology type Table 11: Total call center component technology revenues in North America by call center size Table 12: Total call center component technology revenues in North America by vertical market Table 13: Total call center component technology revenues in EMEA by country Table 14: Total call center component technology revenues in EMEA by technology Table 15: Total call center component technology revenues in EMEA by call center size Table 16: Total call center component technology revenues in EMEA by vertical market Table 17: North Amerian and EMEA ACD revenues by call center size Table 18: North American ACD revenues by vertical market Table 19: EMEA ACD revenues by vertical market Table 20: North American and EMEA CTI revenues by call center size Table 21: North American CTI revenues by vertical market Table 22: EMEA CTI revenues by vertical market Table 23: North American and EMEA IVR revenues by call center size Table 24: North American IVR revenues by vertical market Table 25: EMEA IVR revenues by vertical market Table 26: North American and EMEA Predictive Dialer revenues by call center size Table 27: North American Predictive Dialer revenues by vertical market Table 28: EMEA Predictive Dialer revenues by vertical market Table 29: North American and EMEA Call Recording revenues by call center size Table 30: North American Call Recording revenues by vertical market Table 31: EMEA Call Recording revenues by vertical market |
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