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Networked and Hosted Call Centers: A Vertical PerspectiveProduct Type: Market Research ReportPublished by: Datamonitor Published: November 2003 Product Code: R313-6080 Description IntroductionThe call center market in some parts of North America and EMEA is beginning to reach saturation point. However, the low end of the market and high end of the market are both expected to grow faster than the market average over the next five years, and a significant amount of this growth will be companies deploying networked and hosted call centers. Scope * Sizes the market for networked and hosted call centers * Analyzes the key issues in each vertical market for each type of solution * Covers North America and EMEA * Covers the market from 2002 to 2007 Report Highlights Currently 8.0% of North American and 7.5% of EMEA APs are in networked call centers. By 2007 this will have increased to 9.4% and 8.4% respectively. Currently 9.7% of agent positions in North America and 2.1% are hosted. By 2007 this will have increased to 13.4% and 8.4% respectively. A complete picture of needs and opportunities in each vertical market Reasons to Purchase * Understand a rapidly evolving technolgy market * Understand the key issues in each vertical * Make the right partnerships Table of Contents TABLE OF CONTENTSCHAPTER 1 EXECUTIVE SUMMARY 3 Introduction 3 Market evolution 3 Selling networked and hosted call center solutions 4 Market sizing 5 Competitive dynamics 6 Action points 6 CHAPTER 2 INTRODUCTION 13 What is this report about? 13 Who is the target reader? 13 How to use this report? 13 CHAPTER 3 MARKET EVOLUTION 14 A challenging market to sell into 14 Networked call centers 15 What is a networked call center? 15 Network call center deployment 16 Drivers to network call center adoption 16 Barriers to networked call center adoption 17 Future trends in networked call centers 17 Hosted call centers 18 What is a hosted call center? 18 Drivers to hosted call center adoption 20 Barriers to hosted call center adoption 20 Future trends in hosted call centers 21 CHAPTER 4 SELLING NETWORKED AND HOSTED CALL CENTER SOLUTIONS 22 Vertical markets 22 Small, internal and non-customer-facing call centers 23 Communications 24 Financial services 25 Manufacturing 25 Outsourcing 26 Public sector 27 Retail 28 Technology 28 Travel and Tourism 29 Utilities 29 How to sell 30 Product development 30 Partnerships 31 Pricing strategies 33 CHAPTER 5 MARKET SIZING 35 Networked call centers 36 North America call centers and agent positions 36 North America vertical markets 37 EMEA call centers and agent postions 38 EMEA vertical markets 40 Hosted call centers 41 North America 41 EMEA 42 Vertical markets 44 CHAPTER 6 COMPETITIVE DYNAMICS 45 Who is competing? 45 Vendor profiles 45 Cisco 46 CosmoCom 47 Genesys 47 NetCentrex 48 Nortel 50 Telephony@Work 50 CHAPTER 7 ACTION POINTS 51 Action points for call center technology vendors 51 Develop products for the networked and hosted call center markets 51 Use flexible pricing models 51 Invest in the service provider channel 51 Consider the outsourcing channel 52 Action points for service providers 52 Offer multiple products but don’t confuse your clients 52 Migrate traditional IN customers to more advanced services 52 Invest in IP 52 CHAPTER 8 APPENDIX 53 Supplementary data 53 Definitions 54 Vertical markets 54 Other 57 Future readings 59 Datamonitot reports 59 Datamonitor Strategic Planning Programs (SPPs) 59 SPP writing team 60 Author 60 Sales enquiries 60 How to contact experts in your industry 60 |
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