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Contact Center Markets and Technologies Databook for China

Published by: Datamonitor

Published: Nov. 21, 2007 - 60 Pages


Table of Contents


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


Abstract

Introduction

A statistical overview of technology deployments in contact centers

Scope

An overview of contact center technology trends in China Broken down by 12 different verticals across five different sizebands

Highlights

Statistical overviews of trends in contact center demand for in-house and outsourced agent positions in different vertical markets.

Reasons to Purchase

Determine rates of growth in emerging and mature vertical markets Understand new market opportunities in China


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