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Contact Center Markets and Technologies Databook for Other CALA

Published by: Datamonitor

Published: Nov. 21, 2007 - 62 Pages


Table of Contents


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


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