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Home > Computers and Information Technology > Software > CRM & Customer Service
Contact Center Technology For The Offshore Market (Strategy Focus)
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| Published Date:
July 2006
Published By:
Datamonitor
Page Count:
15
Order Code:
R313-16907
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- DATAMONITOR VIEW
- CATALYST
- SUMMARY
- METHODOLOGY
- ANALYSIS
- The offshore contact center market will grow driven by the persisent need to cut costs
- The US and UK lead the way in offshore outsourcing their contact center operations
- India, the Philippines and Canada are currently the biggest offshore outsourced markets
- Contact center outsourcing can take a number of forms
- Full outsourcing is the most common scenario
- What are the outsourcers' needs in terms of contact center technology?
- Large outsourcers can offer their technology platforms on a hosted basis
- Some of the global outsourcers are potential customers for managed and hosted service providers
- Captive scenario is used only in the minority of cases
- What are the technology needs?
- Mixed scenario is used by large companies looking to gain more control over their outsourcing process
- APAC will overtake North America in terms of outsourced technology spending by 2009
- APPENDIX
- Definitions
- Agent position (AP)
- Contact center
- Inbound contact routing hardware
- Inbound contact routing software
- Outbound contact routing hardware and software
- Self-service technology
- Workforce optimization technologies
- Outsourcing
- Further reading
- Ask the analyst
- List of Tables
- Table 1: Top 10 geographical markets served by offshore contact centers, 2005-2010
- Table 2: Offshore APs as a proportion of total APs serving the market, 2005-2009
- Table 3: Top 10 offshore outsourced destinations in terms of APs (000s), 2005-2010
- Table 4: Outsourced contact centers technology spending by region ($m), 2004-2009
- Table 5: Outsourced contact centers technology spending by region ($m), 2009
- List of Figures
- Figure 1: Main offshore and nearshore locations for the major outsourcing customer markets, 2006
- Figure 2: Top 10 offshore outsourced destinations in terms of APs, 2005-2010
- Figure 3: Distributed contact center infrastructure
- Figure 4: Outsourced contact centers technology spending by region, 2004-2009
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