The Challenges Posed by China's Rise in Contact Centers (Market Focus): Industry

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The Challenges Posed by China's Rise in Contact Centers (Market Focus)

Published Date: December 2007

Published By: Datamonitor

Page Count: 11

Order Code: R313-29396

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DATAMONITOR VIEW
CATALYST
SUMMARY
ANALYSIS: Growing IT investments among Chinese firms; Contact centers' increasing role in government and communications markets; Contact centers in government; Contact centers in the communications market; The growing importance of consolidating and standardizing systems in China; Basic contact center technologies are currently in use but upgrades are likely in 24 months; Increasing efficiency in the contact center will lead to an increase in investment in WOTs
ACTIONS: Why certain vendors will have more success in China; Emerging multinational Chinese companies seek foreign vendors and operators to deliver solutions; International operators are investing in Chinese telecom companies to grow market share; China promises long-term prosperity but watch out for short-term risks
APPENDIX: Methodology; Further reading; Ask the analyst; Datamonitor consulting; Disclaimer
List of Tables: Table 1: Agent positions and growth rates in China, 2006 - 2012; Table 2: Contact center technology spend in China, 2006 - 2012
List of Figures: Figure 1: IT budgets in China are set to increase; Figure 2: Customer satisfaction is a top priority objective; Figure 3: Agent positions and growth rates in China, 2006 - 2012; Figure 4: Simplifying systems is the top strategic priority for 2007; Figure 5: Contact center technology spend in China, 2006 - 2012; Figure 6: Basic contact centers followed by quality monitoring are the most used technologies in China

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