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Contact Center Markets and Technologies Databook for Russia

Published by: Datamonitor

Published: Nov. 21, 2007 - 61 Pages


Table of Contents


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


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