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Contact Center Markets and Technologies Databook for MEA

Published by: Datamonitor

Published: Nov. 21, 2007 - 61 Pages


Table of Contents


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


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