Contact Centers in EMEA (Databook): Industry Research Report

Contact Centers in EMEA (Databook)

Published Date: July 2006

Published By: Datamonitor

Page Count: 53

Order Code: R313-16408

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CHAPTER 1 INTRODUCTION: What is this report about?; Catalyst; Methodology; Definitions
CHAPTER 2 AGENT POSITIONS: Contact Centers and Agent Positions in North America; In-house and Outsourced Agent Positions in North America; Agent positions in North America by vertical market; Agent positions in North America by size-band; Agent positions in North America by telephony end-point; Agent positions in North America by technology location
CHAPTER 3 TECHNOLOGY SPENDING: North America contact center Technology spending by application; North America contact center Technology spending by vertical; North America contact center Technology spending by size-band
CHAPTER 4 INBOUND CONTACT CENTER HARDWARE ROUTING TECHNOLOGY SPENDING: North America Inbound contact center hardware routing Technology spending by vertical; North America Inbound contact center hardware routing Technology spending by size-band
CHAPTER 5 INBOUND CONTACT CENTER SOFTWARE ROUTING TECHNOLOGY SPENDING: North America Inbound contact center software routing Technology spending by vertical; North America Inbound contact center software routing Technology spending by size-band
CHAPTER 6 OUTBOUND CONTACT CENTER TECHNOLOGY SPENDING: North America Outbound contact center Technology spending by vertical; North America Outbound contact center Technology spending by size-band
CHAPTER 7 CONTACT CENTER AGENT ANALYTICS TECHNOLOGY SPENDING: North America Contact center agent analytics Technology spending by vertical; North America Contact center agent analytics Technology spending by size-band
CHAPTER 8 CONTACT CENTER ELEARNING TECHNOLOGY SPENDING: North America Contact center eLearning Technology spending by vertical; North America Contact center eLearning Technology spending by size-band
CHAPTER 9 CONTACT CENTER QUALITY MONITORING TECHNOLOGY SPENDING: North America Contact center Quality Monitoring Technology spending by vertical; North America Contact center Quality Monitoring Technology spending by size-band
CHAPTER 10 CONTACT CENTER WORKFORCE MANAGEMENT TECHNOLOGY SPENDING: North America Contact center Workforce Management Technology spending by vertical; North America Contact center Workforce Management Technology spending by size-band
CHAPTER 11 APPENDIX: Futher reading; Ask the analsyst
LIST OF TABLES: Table 1: Contact Center definitions; Table 2: Contact centers and agent positions in North America 2004 - 2009; Table 3: In house and outsourced agent positions in North America 2004 - 2009; Table 4: Agent positions in North America by vertical market 2004 - 2009; Table 5: Agent positions in North America by size-band 2004 - 2009; Table 6: Agent positions in North America by telephony end-point 2004 - 2009; Table 7: Agent positions in North America by technology location 2004 - 2009; Table 8: North America contact center Technology spending by application 2004 - 2009; Table 9: Contact Center Technology spending in North America by vertical market 2004 - 2009; Table 10: North America contact center Technology spending by size-band 2004 - 2009; Table 11: Inbound contact center hardware routing Technology spending in North America by vertical market 2004 - 2009; Table 12: North America Inbound contact center hardware routing Technology spending by size-band 2004 - 2009; Table 13: Inbound contact center software routing Technology spending in North America by vertical market 2004 - 2009; Table 14: North America Inbound contact center software routing Technology spending by size-band 2004 - 2009; Table 15: Outbound contact center Technology spending in North America by vertical market 2004 - 2009; Table 16: North America Outbound contact center Technology spending by size-band 2004 - 2009; Table 17: Contact center agent analytics Technology spending in North America by vertical market 2004 - 2009; Table 18: North America Contact center agent analytics Technology spending by size-band 2004 - 2009; Table 19: Contact center eLearning Technology spending in North America by vertical market 2004 - 2009; Table 20: North America Contact center eLearning Technology spending by size-band 2004 - 2009; Table 21: Contact center Quality Monitoring Technology spending in North America by vertical market 2004 - 2009; Table 22: North America Contact center Quality Monitoring Technology spending by size-band 2004 - 2009; Table 23: Contact center Workforce Management Technology spending in North America by vertical market 2004 - 2009; Table 24: North America Contact center Workforce Management Technology spending by size-band 2004 - 2009
LIST OF FIGURES: Figure 1: Contact centers and agent positions in North America 2004 - 2009; Figure 2: In house and outsourced agent positions in North America 2004 - 2009; Figure 3: Agent positions in North America by vertical market 2004 - 2009; Figure 4: Agent positions in North America by size-band 2004 - 2009; Figure 5: Agent positions in North America by telephony end-point 2004 - 2009; Figure 6: Agent positions in North America by technology location 2004 - 2009; Figure 7: North America contact center Technology spending by application 2004 - 2009; Figure 8: Contact Center Technology spending in North America by vertical market 2004 - 2009; Figure 9: North America contact center Technology spending by size-band 2004 - 2009; Figure 10: Inbound contact center hardware routing Technology spending in North America by vertical market 2004 - 2009; Figure 11: North America Inbound contact center hardware routing Technology spending by size-band 2004 - 2009; Figure 12: Inbound contact center software routing Technology spending in NORTH AMERICA by vertical market 2004 - 2009; Figure 13: North America Inbound contact center software routing Technology spending by size-band 2004 - 2009; Figure 14: Outbound contact center Technology spending in North America by vertical market 2004 - 2009; Figure 15: North America Outbound contact center Technology spending by size-band 2004 - 2009; Figure 16: Contact center agent analytics Technology spending in North America by vertical market 2004 - 2009; Figure 17: North America Contact center agent analytics Technology spending by size-band 2004 - 2009; Figure 18: Contact center eLearning Technology spending in North America by vertical market 2004 - 2009; Figure 19: North America Contact center eLearning Technology spending by size-band 2004 - 2009; Figure 20: Contact center Quality Monitoring Technology spending in North America by vertical market 2004 - 2009; Figure 21: North America Contact center Quality Monitoring Technology spending by size-band 2004 - 2009; Figure 22: Contact center Workforce Management Technology spending in North America by vertical market 2004 - 2009; Figure 23: North America Contact center Workforce Management Technology spending by size-band 2004 - 2009

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