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Contact Center Markets and Technologies Databook for UK

Published by: Datamonitor

Published: Jul. 9, 2007 - 51 Pages


Table of Contents


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