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Contact Center Markets and Technologies Databook for Brazil

Published by: Datamonitor

Published: Feb. 21, 2008 - 61 Pages


Table of Contents


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

Learn about the key contact center technology trends in Brazil Determine rates of growth in emerging and mature vertical markets Understand new market opportunities in Brazil.


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