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Managed and Hosted Contact Center ServicesProduct Type: Market Research ReportPublished by: Datamonitor Published: December 2004 Product Code: R313-7694 Description IntroductionIn mature markets, there is little growth potential in selling traditional contact center products. At the same time, service providers are seeing a decline in their core revenue streams as a result of increased competition and price deflation. Are hosted contact centers and network based services the answer for both parties' troubles? Scope This report covers hosted contact centers, speech recognition services, and traditional network services. Full geographical coverage: North America, EMEA, Asa Pacific and Latin America. Analyzes the complete value chain: vendors, service providers, outsourcers, and systems integrators. Profiles of 15 vendors and their relationships with over 40 service providers. Highlights By 2008 the global market for managed and hosted contact services will have more than doubled from its 2003 value, with annual spending exceeding $5bn. By 2008 there will be nearly half a million hosted agent positions globally, representing 7% of the total. Reasons to Purchase Identify the fastest growing applications on the market Understand the differences between the end-user demands and competitive environment in each region Determine the key demand and supply side drivers and barriers to the adoption of managed and hosted services Table of Contents TABLE OF CONTENTSCHAPTER 1 EXECUTIVE SUMMARY 3 Introduction 3 Why managed and hosted services? 4 End-user benefits 4 Vendor and service provider benefits 4 Barriers to adoption 5 Market growth 5 Competitive dynamics 7 Conclusion 7 INTRODUCTION 14 What are managed and hosted contact center services? 14 Are managed and hosted contact center services the answer for service providers? 16 What is this report about? 16 WHY MANAGED AND HOSTED SERVICES? 17 End-user benefits 17 Move from Capex to Opex 17 Reduced overall costs 17 Usage-based pricing 19 Access to new applications 20 Other benefits 20 Service provider benefits 21 Generate extra revenues 22 Access to new and rapidly growing markets 23 Exploit existing network investments 23 Generate more loyal customers 23 Vendor benefits 23 Barriers to adoption 24 Demand side 24 Supply side 27 Implications for vendors and service providers 28 Products and pricing 28 MARKET GROWTH 29 Global market growth 29 Regional growth 31 Global hosted contact center growth 32 Regional growth 34 Revenue growth 37 North America 40 EMEA 42 APAC 45 CALA 46 Vertical markets 48 Implications for vendors and service providers 50 COMPETITIVE DYNAMICS 51 Contact center technology vendors 51 Avaya 51 Cincom 52 Cisco 52 Cosmocom 52 Genesys 52 Lucent 53 NetCentrex 53 Nortel 53 Rostrvm / Marconi 54 Telephony@Work 54 Wicom 54 Non-telco service providers 54 beCogent 54 Contactual (formerly White Pyjama) 55 Echopass 55 Five9 55 Streamdoor 55 UCN 55 Service providers 56 How will the competitive landscape develop? 58 Implications for vendors 60 Implications for service providers 61 APPENDIX 62 Supplementary data 62 Definitions 63 Research methodology 64 Future readings 65 Datamonitor reports 65 Datamonitor Strategic Planning Programs (SPPs) 65 SPP writing team 66 Author 66 Sales enquiries 66 How to contact experts in your industry 66 LIST OF TABLES Table 1: Further benefits of managed services 21 Table 2: Global hosted and managed contact center services spending by application type, 2003 - 2008 30 Table 3: Global hosted and managed contact center services spending by geography, 2003 - 2008 32 Table 4: Global Hosted APs 34 Table 5: Global hosted contact center penetration by geography 35 Table 6: Global hosted APs by region 37 Table 7: Global hosted contact center spending by geography, 2003 - 2008 38 Table 8: Global hosted contact center revenues by type, 2003 - 2008 40 Table 9: Managed and hosted contact services spending in North America by application type. 2003 - 2008 41 Table 10: Managed and hosted contact center services spending in EMEA by application type, 2003 - 2008 44 Table 11: Managed and hosted contact center services spending in APAC by application type, 2003 - 2008 46 Table 12: Managed and hosted contact center services spending in CALA by application type 47 Table 13: Key global service provider / vendor relationships 57 Table 14: Total global APs by region 62 Table 15: Global traditional network services revenue by region 62 Table 16: Global speech recognition services revenue by region 63 LIST OF FIGURES Figure 1: Global hosted and managed contact center services spending by application type, 2003 - 2008 6 Figure 2: Global hosted APs, 2003 - 2008 6 Figure 3: Hidden vs. visible costs in a traditional contact center solution 18 Figure 4: Cost savings achieved through usage-based pricing 19 Figure 5: Typical contact center spending by type in Western Europe 22 Figure 6: Global hosted and managed contact center services spending by application type, 2003 - 2008 30 Figure 7: Global hosted and managed contact center services spending by geography, 2003 - 2008 31 Figure 8: Global hosted APs, 2003 - 2008 33 Figure 9: Global hosted contact center penetration by geography 34 Figure 10: Global hosted APs by region 36 Figure 11: Global hosted contact center revenues by type, 2004 39 Figure 12: Managed and hosted contact services spending in North America by application type, 2003 - 2008 41 Figure 13: Managed and hosted contact center services spending in EMEA by application type, 2003 - 2008 43 Figure 14: Managed and hosted contact center services spending in APAC by application type, 2003 - 2008 45 Figure 15: Managed and hosted contact center services spending in CALA by application type 47 Figure 16: The Vertical perspective 48 |
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