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Home > Computers and Information Technology > Software > CRM & Customer Service
Contact centers in APAC (Databook)
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| Published Date:
July 2006
Published By:
Datamonitor
Page Count:
53
Order Code:
R313-15577
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TABLE OF CONTENTS
CHAPTER 1 INTRODUCTION 9
What is this report about? 9
Catalyst 9
Methodology 9
Definitions 9
CHAPTER 2 AGENT POSITIONS 11
Contact Centers and Agent Positions in APAC 11
In-house and Outsourced Agent Positions in APAC 12
Agent positions in APAC by vertical market 13
Agent positions in APAC by size-band 15
Agent positions in APAC by telephony end-point 17
Agent positions in APAC by technology location 18
CHAPTER 3 TECHNOLOGY SPENDING 19
APAC contact center technology spending by application 19
APAC contact center technology spending by vertical 21
APAC contact center technology spending by size-band 23
CHAPTER 4 INBOUND CONTACT CENTER HARDWARE ROUTING TECHNOLOGY SPENDING 25
APAC Inbound contact center hardware routing technology spending by vertical 25
APAC Inbound contact center hardware routing technology spending by size-band 27
CHAPTER 5 INBOUND CONTACT CENTER SOFTWARE ROUTING TECHNOLOGY SPENDING 29
APAC Inbound contact center software routing technology spending by vertical 29
APAC Inbound contact center software routing technology spending by size-band 31
CHAPTER 6 OUTBOUND CONTACT CENTER TECHNOLOGY SPENDING 33
APAC Outbound contact center technology spending by vertical 33
APAC Outbound contact center technology spending by size-band 35
CHAPTER 7 CONTACT CENTER AGENT ANALYTICS TECHNOLOGY SPENDING 37
APAC Contact center agent analytics technology spending by vertical 37
APAC Contact center agent analytics technology spending by size-band 39
CHAPTER 8 CONTACT CENTER ELEARNING TECHNOLOGY SPENDING 41
APAC Contact center eLearning technology spending by vertical 41
APAC Contact center eLearning technology spending by size-band 43
CHAPTER 9 CONTACT CENTER QUALITY MONITORING TECHNOLOGY SPENDING 45
APAC Contact center Quality Monitoring technology spending by vertical 45
APAC Contact center Quality Monitoring technology spending by size-band 47
CHAPTER 10 CONTACT CENTER WORKFORCE MANAGEMENT TECHNOLOGY SPENDING 49
APAC Contact center Workforce Management technology spending by vertical 49
APAC Contact center Workforce Management technology spending by size-band 51
CHAPTER 11 APPENDIX 53
Futher reading 53
Ask the analsyst 53
LIST OF TABLES
Table 1: Contact Center definitions 10
Table 2: Contact centers and agent positions in APAC 2004 - 2009 11
Table 3: In house and outsourced agent positions in APAC 2004 - 2009 12
Table 4: Agent positions in APAC by vertical market 2004 - 2009 14
Table 5: Agent positions in APAC by size-band 2004 - 2009 16
Table 6: Agent positions in APAC by telephony end-point 2004 - 2009 17
Table 7: Agent positions in APAC by technology location 2004 - 2009 18
Table 8: APAC contact center technology spending by application 2004 - 2009 20
Table 9: Contact Center Technology spending in APAC by vertical market 2004 - 2009 22
Table 10: APAC contact center technology spending by size-band 2004 - 2009 24
Table 11: Inbound contact center hardware routing Technology spending in APAC by vertical market 2004 - 2009 26
Table 12: APAC Inbound contact center hardware routing technology spending by size-band 2004 - 2009 28
Table 13: Inbound contact center software routing Technology spending in APAC by vertical market 2004 - 2009 30
Table 14: APAC Inbound contact center software routing technology spending by size-band 2004 - 2009 32
Table 15: Outbound contact center Technology spending in APAC by vertical market 2004 - 2009 34
Table 16: APAC Outbound contact center technology spending by size-band 2004 - 2009 36
Table 17: Contact center agent analytics Technology spending in APAC by vertical market 2004 - 2009 38
Table 18: APAC Contact center agent analytics technology spending by size-band 2004 - 2009 40
Table 19: Contact center eLearning Technology spending in APAC by vertical market 2004 - 2009 42
Table 20: APAC Contact center eLearning technology spending by size-band 2004 - 2009 44
Table 21: Contact center Quality Monitoring Technology spending in APAC by vertical market 2004 - 2009 46
Table 22: APAC Contact center Quality Monitoring technology spending by size-band 2004 - 2009 48
Table 23: Contact center Workforce Management Technology spending in APAC by vertical market 2004 - 2009 50
Table 24: APAC Contact center Workforce Management technology spending by size-band 2004 - 2009 52
LIST OF FIGURES
Figure 1: Contact centers and agent positions in APAC 2004 - 2009 11
Figure 2: In house and outsourced agent positions in APAC 2004 - 2009 12
Figure 3: Agent positions in APAC by vertical market 2004 & 2009 13
Figure 4: Agent positions in APAC by size-band 2004 & 2009 15
Figure 5: Agent positions in APAC by telephony end-point 2004 - 2009 17
Figure 6: Agent positions in APAC by technology location 2004 - 2009 18
Figure 7: APAC contact center technology spending by application 2004 - 2009 19
Figure 8: Contact Center Technology spending in APAC by vertical market 2004 & 2009 21
Figure 9: APAC contact center technology spending by size-band 2004 & 2009 23
Figure 10: Inbound contact center hardware routing Technology spending in APAC by vertical market 2004 & 2009 25
Figure 11: APAC Inbound contact center hardware routing technology spending by size-band 2004 & 2009 27
Figure 12: Inbound contact center software routing Technology spending in APAC by vertical market 2004 & 2009 29
Figure 13: APAC Inbound contact center software routing technology spending by size-band 2004 & 2009 31
Figure 14: Outbound contact center Technology spending in APAC by vertical market 2004 & 2009 33
Figure 15: APAC Outbound contact center technology spending by size-band 2004 & 2009 35
Figure 16: Contact center agent analytics Technology spending in APAC by vertical market 2004 & 2009 37
Figure 17: APAC Contact center agent analytics technology spending by size-band 2004 & 2009 39
Figure 18: Contact center eLearning Technology spending in APAC by vertical market 2004 & 2009 41
Figure 19: APAC Contact center eLearning technology spending by size-band 2004 & 2009 43
Figure 20: Contact center Quality Monitoring Technology spending in APAC by vertical market 2004 & 2009 45
Figure 21: APAC Contact center Quality Monitoring technology spending by size-band 2004 & 2009 47
Figure 22: Contact center Workforce Management Technology spending in APAC by vertical market 2004 & 2009 49
Figure 23: APAC Contact center Workforce Management technology spending by size-band 2004 & 2009 51
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