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Home > Computers and Information Technology > Software > CRM & Customer Service
Contact Center Markets and Technologies Databook for CALA
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| Published Date:
November 2007
Published By:
Datamonitor
Page Count:
61
Order Code:
R313-27734
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- Overview
- Catalyst
- Summary
- Definitions
- AGENT POSITIONS
- Contact Centers and Agent Positions in CALA
- In-house and Outsourced Agent Positions in CALA
- Agent positions in CALA by vertical market
- Agent positions in CALA by size-band
- Agent positions in CALA by telephony end-point
- Agent positions in CALA by technology location
- TECHNOLOGY SPENDING
- CALA contact center technology spending by application
- CALA contact center technology spending by vertical
- CALA contact center technology spending by size-band
- CONTACT CENTER INBOUND HARDWARE TECHNOLOGY SPENDING
- CALA contact center Inbound hardware technology spending by vertical
- CALA contact center Inbound hardware technology spending by size-band
- CONTACT CENTER NON-SWITCH SOFTWARE TECHNOLOGY SPENDING
- CALA contact center Non-switch software technology spending by vertical
- CALA contact center Non-switch software technology spending by size-band
- CONTACT CENTER OUTBOUND TECHNOLOGY SPENDING
- CALA contact center Outbound technology spending by vertical
- CALA contact center Outbound technology spending by size-band
- CONTACT CENTER QUALITY MONITORING TECHNOLOGY SPENDING
- CALA contact center Quality Monitoring technology spending by vertical
- CALA contact center Quality Monitoring technology spending by size-band
- CONTACT CENTER SWITCH DEPENDENT SOFTWARE TECHNOLOGY SPENDING
- CALA contact center Switch-dependent technology spending by vertical
- CALA Contact center Switch-dependent technology spending by size-band
- CONTACT CENTER SWITCH-INDEPENDENT TECHNOLOGY SPENDING
- CALA contact center Switch-independent technology spending by vertical
- CALA contact center Switch-independent technology spending by size-band
- CONTACT CENTER WORKFORCE MANAGEMENT TECHNOLOGY SPENDING
- CALA contact center Workforce Management technology spending by vertical
- CALA contact center Workforce Management technology spending by size-band
- Appendix
- Further reading
- Ask the analyst
- LIST OF FIGURES
- Figure 1: Contact centers and agent positions in CALA, 2005 - 2010
- Figure 2: In house and outsourced agent positions in CALA, 2005 - 2010
- Figure 3: Agent positions in CALA by vertical market, 2005 & 2010
- Figure 4: Agent positions in CALA by size-band, 2005 & 2010
- Figure 5: Agent positions in CALA by telephony end-point, 2005 - 2010
- Figure 6: Agent positions in CALA by technology location, 2005 - 2010
- Figure 7: CALA contact center technology spending by application, 2005 - 2010
- Figure 8: CALA contact center technology spending by vertical market, 2005 & 2010
- Figure 9: CALA contact center technology spending by size-band, 2005 & 2010
- Figure 10: CALA contact center Inbound hardware technology spending by vertical market, 2005 & 2010
- Figure 11: CALA contact center Inbound hardware technology spending by size-band, 2005 & 2010
- Figure 12: CALA contact center Non-switch software technology spending by vertical market, 2005 & 2010
- Figure 13: CALA contact center Non-switch software technology spending by size-band, 2005 & 2010
- Figure 14: CALA contact center Outbound technology spending by vertical market, 2005 & 2010
- Figure 15: CALA contact center Outbound technology spending by size-band, 2005 & 2010
- Figure 16: CALA contact center Quality Monitoring technology spending by vertical market, 2005 & 2010
- Figure 17: CALA contact center Quality Monitoring technology spending by size-band, 2005 & 2010
- Figure 18: CALA contact center Switch-dependent technology spending by vertical market, 2005 & 2010
- Figure 19: CALA contact center Switch-dependent technology spending by size-band, 2005 & 2010
- Figure 20: CALA contact center Switch-independent technology spending by vertical market, 2005 & 2010
- Figure 21: CALA contact center Switch-independent technology spending by size-band, 2005 & 2010
- Figure 22: CALA contact center Workforce Management technology spending by vertical market, 2005 & 2010
- Figure 23: CALA contact center Workforce Management technology spending by size-band, 2005 & 2010
- LIST OF TABLES
- Table 1: Contact Center definitions
- Table 2: Contact centers and agent positions in CALA, 2005 - 2010
- Table 3: In house and outsourced agent positions in CALA, 2005 - 2010
- Table 4: Agent positions in CALA by vertical market, 2005 - 2010
- Table 5: Agent positions in CALA by size-band, 2005 - 2010
- Table 6: Agent positions in CALA by telephony end-point, 2005 - 2010
- Table 7: Agent positions in CALA by technology location, 2005 - 2010
- Table 8: CALA contact center technology spending by application, 2005 - 2010
- Table 9: CALA contact center technology spending by vertical market, 2005 - 2010
- Table 10: CALA contact center technology spending by size-band, 2005 - 2010
- Table 11: CALA contact center Inbound hardware technology spending by vertical market, 2005 - 2010
- Table 12: CALA contact center Inbound hardware technology spending by size-band, 2005 - 2010
- Table 13: CALA contact center Non-switch software technology spending by vertical market, 2005 - 2010
- Table 14: CALA contact center Non-switch software technology spending by size-band, 2005 - 2010
- Table 15: CALA contact center Outbound technology spending by vertical market, 2005 - 2010
- Table 16: CALA contact center Outbound technology spending by size-band, 2005 - 2010
- Table 17: CALA contact center Quality Monitoring technology spending by vertical market, 2005 - 2010
- Table 18: CALA contact center Quality Monitoring technology spending by size-band, 2005 - 2010
- Table 19: CALA contact center Switch-dependent technology spending by vertical market, 2005 - 2010
- Table 20: CALA contact center Switch-dependent technology spending by size-band, 2005 - 2010
- Table 21: CALA contact center Switch-independent technology spending by vertical market, 2005 - 2010
- Table 22: CALA contact center Switch-independent technology spending by size-band, 2005 - 2010
- Table 23: CALA contact center Workforce Management technology spending by vertical market, 2005 - 2010
- Table 24: CALA contact center Workforce Management technology spending by size-band, 2005 - 2010
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