Can India's Dramatic Contact Center Growth Be Sustained (Market Focus): Industry

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Can India's Dramatic Contact Center Growth Be Sustained (Market Focus)

Published Date: December 2007

Published By: Datamonitor

Page Count: 11

Order Code: R313-29397

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DATAMONITOR VIEW
CATALYST
SUMMARY
ANALYSIS: India's growing middle class and increasing consumer purchasing power; Growing IT budgets among Indian firms; Increasing penetration of IP vs. that of TDM; An overview of distributed and hosted contact center models in India; Distributed contact centers will flourish in India attracting more regional clients and a new workforce; The simplicity of the Software as a Service model is attracting more then just hype in India
ACTIONS: Key challenges in the Indian market; Outsourcing has created a tight labor market leading to a skills shortage; Telecommunications infrastructure is unreliable, despite having high mobile phone penetration; Vendors need to communicate the value of applications
APPENDIX: Definitions; Agent position (AP); Contact center; Methodology; Further reading; Ask the analyst; Datamonitor consulting; Disclaimer
List of Tables: Table 1: Agent positions in India 2006 - 2012; Table 2: Contact center spending in India, 2006-2012
List of Figures: Figure 1: Average income of Indian households - 2006 ($); Figure 2: Agent positions in India 2006 - 2012; Figure 3: How has your IT budget grown or shrunk from 2006-7?; Figure 4: TDM vs IP agent positions in India, 2006 and 2012 ('000s); Figure 5: Indian contact centers technologies currently in use and upgrade possibilities

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