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Contact Center Market and Technologies Databook for APAC

Published by: Datamonitor

Published: Feb. 21, 2008 - 61 Pages


Table of Contents


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


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