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Contact Center Markets and Technology Databook for North America

Published by: Datamonitor

Published: Jul. 9, 2007 - 62 Pages


Table of Contents


OVERVIEW
Catalyst
Summary
Definitions
AGENT POSITIONS
Contact centers and Agent Positions in North America
In-house and Outsourced Agent Positions in North America
Agent positions in North America by vertical market
Agent positions in North America by size-band
Agent positions in North America by telephony end-point
Agent positions in North America by technology location
TECHNOLOGY SPENDING
North America contact center technology spending by application
North America contact center technology spending by vertical
North America contact center technology spending by size-band
CONTACT CENTER INBOUND HARDWARE TECHNOLOGY SPENDING
North America contact center Inbound hardware technology spending by vertical
North America contact center Inbound hardware technology spending by size-band
CONTACT CENTER NON-SWITCH SOFTWARE TECHNOLOGY SPENDING
North America contact center Non-switch software technology spending by vertical
North America contact center Non-switch software technology spending by size-band
CONTACT CENTER OUTBOUND TECHNOLOGY SPENDING
North America contact center Outbound technology spending by vertical
North America contact center Outbound technology spending by size-band
CONTACT CENTER QUALITY MONITORING TECHNOLOGY SPENDING
North America contact center Quality Monitoring technology spending by vertical
North America contact center Quality Monitoring technology spending by size-band
CONTACT CENTER SWITCH DEPENDENT SOFTWARE TECHNOLOGY SPENDING
North America contact center Switch-dependent technology spending by vertical
North America Contact center Switch-dependent technology spending by size-band
CONTACT CENTER SWITCH-INDEPENDENT TECHNOLOGY SPENDING
North America contact center Switch-independent technology spending by vertical
North America contact center Switch-independent technology spending by size-band
CONTACT CENTER WORKFORCE MANAGEMENT TECHNOLOGY SPENDING
North America contact center Workforce Management technology spending by vertical
North America contact center Workforce Management technology spending by size-band
APPENDIX
Further reading
Ask the analyst
LIST OF FIGURES
Figure 1: Contact centers and agent positions in North America, 2005 - 2010
Figure 2: In house and outsourced agent positions in North America, 2005 - 2010
Figure 3: Agent positions in North America by vertical market, 2005 & 2010
Figure 4: Agent positions in North America by size-band, 2005 & 2010
Figure 5: Agent positions in North America by telephony end-point, 2005 - 2010
Figure 6: Agent positions in North America by technology location, 2005 - 2010
Figure 7: North America contact center technology spending by application, 2005 - 2010
Figure 8: North America contact center technology spending by vertical market, 2005 & 2010
Figure 9: North America contact center technology spending by size-band, 2005 & 2010
Figure 10: North America contact center Inbound hardware technology spending by vertical market, 2005 & 2010
Figure 11: North America contact center Inbound hardware technology spending by size-band, 2005 & 2010
Figure 12: North America contact center Non-switch software technology spending by vertical market, 2005 & 2010
Figure 13: North America contact center Non-switch software technology spending by size-band, 2005 & 2010
Figure 14: North America contact center Outbound technology spending by vertical market, 2005 & 2010
Figure 15: North America contact center Outbound technology spending by size-band, 2005 & 2010
Figure 16: North America contact center Quality Monitoring technology spending by vertical market, 2005 & 2010
Figure 17: North America contact center Quality Monitoring technology spending by size-band, 2005 & 2010
Figure 18: North America contact center Switch-dependent technology spending by vertical market, 2005 & 2010
Figure 19: North America Contact center Switch-dependent technology spending by size-band, 2005 & 2010
Figure 20: North America contact center Switch-independent technology spending by vertical market, 2005 & 2010
Figure 21: North America contact center Switch-independent technology spending by size-band, 2005 & 2010
Figure 22: North America contact center Workforce Management technology spending by vertical market, 2005 & 2010
Figure 23: North America contact center Workforce Management technology spending by size-band, 2005 & 2010
LIST OF TABLES
Table 1: Contact Center definitions
Table 2: Contact centers and agent positions in North America, 2005 - 2010
Table 3: In house and outsourced agent positions in North America, 2005 - 2010
Table 4: Agent positions in North America by vertical market, 2005 - 2010
Table 5: Agent positions in North America by size-band, 2005 - 2010
Table 6: Agent positions in North America by telephony end-point, 2005 - 2010
Table 7: Agent positions in North America by technology location, 2005 - 2010
Table 8: North America contact center technology spending by application, 2005 - 2010
Table 9: North America contact center technology spending by vertical market, 2005 - 2010
Table 10: North America contact center technology spending by size-band, 2005 - 2010
Table 11: North America contact center Inbound hardware technology spending by vertical market, 2005 - 2010
Table 12: North America contact center Inbound hardware technology spending by size-band, 2005 - 2010
Table 13: North America contact center Non-switch software technology spending by vertical market, 2005 - 2010
Table 14: North America contact center Non-switch software technology spending by size-band, 2005 - 2010
Table 15: North America contact center Outbound technology spending by vertical market, 2005 - 2010
Table 16: North America contact center Outbound technology spending by size-band, 2005 - 2010
Table 17: North America contact center Quality Monitoring technology spending by vertical market, 2005 - 2010
Table 18: North America contact center Quality Monitoring technology spending by size-band, 2005 - 2010
Table 19: North America contact center Switch-dependent technology spending by vertical market, 2005 - 2010
Table 20: North America Contact center Switch-dependent technology spending by size-band, 2005 - 2010
Table 21: North America contact center Switch-independent technology spending by vertical market, 2005 - 2010
Table 22: North America contact center Switch-independent technology spending by size-band, 2005 - 2010
Table 23: North America contact center Workforce Management technology spending by vertical market, 2005 - 2010
Table 24: North America contact center Workforce Management 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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