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Home > Computers and Information Technology > Software > CRM & Customer Service
Selling Contact Center Technology in Central and Eastern Europe (Market Focus)
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| Published Date:
May 2006
Published By:
Datamonitor
Page Count:
10
Order Code:
R313-14356
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- DATAMONITOR VIEW
- CATALYST
- The expansion in demand for products and services in Asia, Eastern Europe, Latin America, the Middle East and Africa, combined with the increase in offshoring, will lead to the creation of four times as many new agent positions in developing markets over the next four years as in developed markets. Vendors will need to carefully target resources by country and vertical market in order to generate profitable revenue growth.
- SUMMARY
- METHODOLOGY
- ANALYSIS
- CEE represents a unique opportunity for contact center vendors in a slowing global market
- The contact center market in Central and Eastern Europe continues to experience a robust growth rate
- A combination of several factors will drive the growth of APs in Central and Eastern Europe
- By 2009 the CEE market will be worth $246.5 million to contact center technology vendors
- The greatest opportunity lies in Financial Services, Outsourcing, Communications and SMEs
- Financial Services leads the way
- Outsourcing is also pivotal to growth in CEE
- Deregulation and liberalization in the communications industry are key drivers for growth
- Sizeband opportunities for vendors
- Vendors should be careful since the CEE market has some risks
- Often large contact centers are just the result of a corporate initiative
- The offshore sector of the market is quite saturated by "big brands"
- Immature approach to technology
- Further considerations for vendors to take heed of:
- To overcome drawbacks, sales strategies must be formed very carefully
- APPENDIX
- Further reading
- Ask the analyst
- List of Tables
- Table 1: Total APs in Central and Eastern Europe segmented by country (000s)
- Table 2: CEE technology revenues by application ($m), 2004-2009
- Table 3: Agent positions in CEE segmented by sizebands, 2004-2009
- Table 4: Agent positions in CEE segmented by vertical market, 2004-2009
- List of Figures
- Figure 1: CEE technology revenues by application, 2004-2009
- Figure 2: Agent positions in CEE segmented by vertical market, 2004-2009
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