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Contact Centers in Australia and New Zealand

Published by: Datamonitor

Published: Nov. 16, 2007 - 22 Pages


Table of Contents


OVERVIEW
Catalyst
Summary
Definitions
AGENT POSITIONS
Contact centers and Agent Positions the AUSTRALIA / NEW ZEALAND
In-house and Outsourced Agent Positions in the AUSTRALIA / NEW ZEALAND
Agent positions in the AUSTRALIA / NEW ZEALAND by vertical market
Agent positions in the AUSTRALIA / NEW ZEALAND by size-band
Agent positions in the AUSTRALIA / NEW ZEALAND by telephony end-point
Agent positions in the AUSTRALIA / NEW ZEALAND by technology location
TECHNOLOGY SPENDING
AUSTRALIA / NEW ZEALAND contact center technology spending by application
AUSTRALIA / NEW ZEALAND contact center technology spending by vertical
APPENDIX
Further reading
Ask the analyst
LIST OF FIGURES
Figure 1: Contact centers and agent positions the AUSTRALIA / NEW ZEALAND, 2005 - 2010
Figure 2: In house and outsourced agent positions the AUSTRALIA / NEW ZEALAND, 2005 - 2010
Figure 3: Agent positions in the AUSTRALIA / NEW ZEALAND by vertical market, 2005 & 2010
Figure 4: Agent positions in the AUSTRALIA / NEW ZEALAND by size-band, 2005 & 2010
Figure 5: Agent positions in the AUSTRALIA / NEW ZEALAND by telephony end-point, 2005 - 2010
Figure 6: Agent positions in the AUSTRALIA / NEW ZEALAND by technology location, 2005 - 2010
Figure 7: AUSTRALIA / NEW ZEALAND contact center technology spending by application, 2005 - 2010
Figure 8: AUSTRALIA / NEW ZEALAND contact center technology spending by vertical, 2005 & 2010
LIST OF TABLES
Table 1: Contact Center definitions
Table 2: Contact centers and agent positions in the AUSTRALIA / NEW ZEALAND, 2005 - 2010
Table 3: In house and outsourced agent positions in the AUSTRALIA / NEW ZEALAND, 2005 - 2010
Table 4: Agent positions in the AUSTRALIA / NEW ZEALAND by vertical market, 2005 - 2010
Table 5: Agent positions in the AUSTRALIA / NEW ZEALAND by size-band, 2005 - 2010
Table 6: Agent positions in the AUSTRALIA / NEW ZEALAND by telephony end-point, 2005 - 2010
Table 7: Agent positions in the AUSTRALIA / NEW ZEALAND by technology location, 2005 - 2010
Table 8: AUSTRALIA / NEW ZEALAND contact center technology spending by application, 2005 - 2010
Table 9: AUSTRALIA / NEW ZEALAND contact center technology spending by vertical, 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 2004 to 2009 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, workforce management, quality monitoring, agent analytics and eLearning.

Highlights

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.

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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