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Home  > Computers and Information Technology  >  Software  >  CRM & Customer Service

Selling Contact Center Technolgy in Western Europe (Market Focus)

Published Date: June 2006
Published By: Datamonitor
Page Count: 19
Order Code: R313-14526
 
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DATAMONITOR VIEW
CATALYST
SUMMARY
METHODOLOGY


ANALYSIS
There will be 3% agent position growth in the Western European contact center market
Slow growth is a combination of factors
Large saturated markets
Tendency to 'near shore' or offshore
$1.7 billion will be spent on contact center technologies in 2009
How is the $1.7 billion being spent?
The five key technological trends which are driving this spend
Integration technologies will be in demand
IP and routing technologies growth in Western European enterprises will also drive spending
Workforce Optimization to deliver efficiency and promote effectiveness
Outbound spending grows slowly as firm need to comply to legislation and take advantage of warm calling
Other hot contact center technologies that will drive technology spending
The growth in technology spend will be concentrated in specific markets
Healthcare
Utilities presents a steady stream of revenue
Small Contact Centers are growing - take advantage to grow!
Vendors need to become more business focused to successfully sell to Western Europe
The high-end in Western Europe has specific business needs that have to be catered for
For the low-end simplicity is key

APPENDIX
Definitions
Agent position (AP)
Contact center
Western European
Further reading
Ask the analyst


List of Tables
Table 1: Western European Agent Positions (APs)
Table 2: Western Europe will spend a quarter of total technology spend
Table 3: Efficiency and effectiveness are the main drivers in the spending of WOTs technologies
Table 4: Technology spend per vertical market ($m)
Table 5: Western European APs and technology spending size band comparison
Table 6: Comparison of North American and Western European Agent Positions split by location


List of Figures
Figure 1: Western Europe agent positions by region
Figure 2: Offshore agents service Western Europe
Figure 3: Western Europe technology spend ($m)
Figure 4: Actual impact on self service
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