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IP Call Centers Update: Mainstream At last?Product Type: Market Research ReportPublished by: Datamonitor Published: July 2004 Product Code: R313-9817 Description IntroductionAfter the initial hype, IP is finally hitting the call center mainstream; by 2007 there will be over one million IP agent positions in operation, and by 2008 IP ACD revenues will have overtaken traditional TDM revenues. The brief looks at who is investing IP, and how vendors can gain from this market growth. Scope Covers the global market for IP, including segmentations for North America, EMEA, CALA and APAC. Includes both revenue and agent position numbers Highlights After five years of gradually gaining acceptance, the next five years will finally see IP become mainstream in the contact center. By 2008 the majority of ACD revenues globally will be derived from the sale of IP ACDs The underlying driver for IP ACD revenue growth will be the growth in the number of IP APs. T his number is growing significantly and will top one million globally by the end of 2007. Reasons to Purchase Get the most latest and most up to date market figures. Find out who is buying IP and why. Understand the effects of IP on key market segments, including outsourcing and offshore, small call centers, and the hosted call center market Table of Contents TABLE OF CONTENTSABOUT DATAMONITOR 2 THE MARKET FOR IP CALL CENTERS 4 Global IP investment to overtake TDM investment by 2008 4 Global IP agent positons to top one million by 2007 5 IP agent positions by region 6 The Future 7 WHO IS INVESTING IN IP AND HOW TO SELL IT 8 Small and greenfield call centers 8 Hosted IP call centers 9 Outsourcers and offshore 10 Distributed sites and remote workers 11 Large hybrid environments 12 APPENDIX 13 Supplementary data 13 Future readings 14 SPP writing team 15 Author 15 Sales enquiries 15 How to contact experts in your industry 15 |
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