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Contact Center Markets and Technologies Databook for France

Published by: Datamonitor

Published: Jul. 9, 2007 - 56 Pages


Table of Contents


OVERVIEW
Catalyst
Summary
Definitions
AGENT POSITIONS
Contact Centers and Agent Positions in France
In-house and Outsourced Agent Positions in France
Agent positions in France by vertical market
Agent positions in France by size-band
Agent positions in France by telephony end-point
Agent positions in France by technology location
TECHNOLOGY SPENDING
France contact center technology spending by application
France contact center technology spending by vertical
France contact center technology spending by size-band
CONTACT CENTER INBOUND HARDWARE TECHNOLOGY SPENDING
France contact center Inbound hardware technology spending by vertical
France contact center Inbound hardware technology spending by size-band
CONTACT CENTER NON-SWITCH SOFTWARE TECHNOLOGY SPENDING
France contact center Non-switch software technology spending by vertical
France contact center Non-switch software technology spending by size-band
CONTACT CENTER OUTBOUND TECHNOLOGY SPENDING
France contact center Outbound technology spending by vertical
France contact center Outbound technology spending by size-band
CONTACT CENTER QUALITY MONITORING TECHNOLOGY SPENDING
France contact center Quality Monitoring technology spending by vertical
France contact center Quality Monitoring technology spending by size-band
CONTACT CENTER SWITCH DEPENDENT SOFTWARE TECHNOLOGY SPENDING
France contact center Switch-dependent technology spending by vertical
France Contact center Switch-dependent technology spending by size-band
CONTACT CENTER SWITCH-INDEPENDENT TECHNOLOGY SPENDING
France contact center Switch-independent technology spending by vertical
France contact center Switch-independent technology spending by size-band
APPENDIX
Further reading
Ask the analyst
LIST OF FIGURES
Figure 1: Contact centers and agent positions in France, 2005 - 2010
Figure 2: In house and outsourced agent positions in France, 2005 - 2010
Figure 3: Agent positions in France by vertical market, 2005 & 2010
Figure 4: Agent positions in France by size-band, 2005 & 2010
Figure 5: Agent positions in France by telephony end-point, 2005 - 2010
Figure 6: Agent positions in France by technology location, 2005 - 2010
Figure 7: France contact center technology spending by application, 2005 - 2010
Figure 8: France contact center technology spending by vertical market, 2005 & 2010
Figure 9: France contact center technology spending by size-band, 2005 & 2010
Figure 10: France contact center Inbound hardware technology spending by vertical market, 2005 & 2010
Figure 11: France contact center Inbound hardware technology spending by size-band, 2005 & 2010
Figure 12: France contact center Non-switch software technology spending by vertical market, 2005 & 2010
Figure 13: France contact center Non-switch software technology spending by size-band, 2005 & 2010
Figure 14: France contact center Outbound technology spending by vertical market, 2005 & 2010
Figure 15: France contact center Outbound technology spending by size-band, 2005 & 2010
Figure 16: France contact center Quality Monitoring Technology spending by vertical market, 2005 & 2010
Figure 17: France contact center Quality Monitoring technology spending by size-band, 2005 & 2010
Figure 18: France contact center Switch-dependent Technology spending by vertical market, 2005 & 2010
Figure 19: France Contact center Switch-dependent technology spending by size-band, 2005 & 2010
Figure 20: France contact center Switch-independent Technology spending by vertical market, 2005 & 2010
Figure 21: France contact center Switch-independent technology spending by size-band, 2005 & 2010
LIST OF TABLES
Table 1: Contact Center definitions
Table 2: Contact centers and agent positions in France, 2005 - 2010
Table 3: In house and outsourced agent positions in France, 2005 - 2010
Table 4: Agent positions in France by vertical market, 2005 - 2010
Table 5: Agent positions in France by size-band, 2005 - 2010
Table 6: Agent positions in France by telephony end-point, 2005 - 2010
Table 7: Agent positions in France by technology location, 2005 - 2010
Table 8: France contact center technology spending by application, 2005 - 2010
Table 9: France contact center technology spending by vertical market, 2005 - 2010
Table 10: France contact center technology spending by size-band, 2005 - 2010
Table 11: France contact center Inbound hardware technology spending by vertical market, 2005 - 2010
Table 12: France contact center Inbound hardware technology spending by size-band, 2005 - 2010
Table 13: France contact center Non-switch software technology spending by vertical market, 2005 - 2010
Table 14: France contact center Non-switch software technology spending by size-band, 2005 - 2010
Table 15: France contact center Outbound technology spending by vertical market, 2005 - 2010
Table 16: France contact center Outbound technology spending by size-band, 2005 - 2010
Table 17: France contact center Quality Monitoring Technology spending by vertical market, 2005 - 2010
Table 18: France contact center Quality Monitoring technology spending by size-band, 2005 - 2010
Table 19: France contact center Switch-dependent Technology spending by vertical market, 2005 - 2010
Table 20: France Contact center Switch-dependent technology spending by size-band, 2005 - 2010
Table 21: France contact center Switch-independent Technology spending by vertical market, 2005 - 2010
Table 22: France contact center Switch-independent technology spending by size-band, 2005 - 2010

Abstract

Introduction

The databook is a detailed information resource covering current and forecast contact center market data. The market is sized both in terms of agent positions and technology spending, and the data is segmented by vertical market, in-house/outsourced, size-band, type of technology, IP/TDM, and hosted/CPE.

Scope

  • All market forecasts are from 2005 to 2010 inclusive
  • All agent position and technology spending data is segmented by size-band and vertical market
  • Spending data for inbound routing hardware and software, outbound and workforce management


    • Highlights

    Overall domestic agent position growth is slowing or declining in North America and Western Europe

    Technology and business changes - including IP telephony, virtualization, managed and hosted services, workforce optimization technologies, SME growth, and public sector spending are driving increased investment. Consequently technology spending will continue to rise, but learning exactly how to tap into it will be more critical than ever

    Reasons to Purchase

  • Gain insight into key contact center growth patterns
  • Understand evolving contact center technology investment and adoption
  • Identify the fastest growing vertical markets for contact center technology and services


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