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Contact Center Markets and Technology Databook for India

Published by: Datamonitor

Published: Nov. 21, 2007 - 61 Pages


Table of Contents


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


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