Table of Contents
CHAPTER 1 INTRODUCTION
- What is this report about?
- Catalyst
- Methodology
- Definitions
CHAPTER 2 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
CHAPTER 3 TECHNOLOGY SPENDING
- APAC contact center technology spending by application
- APAC contact center technology spending by vertical
- APAC contact center technology spending by size-band
CHAPTER 4 INBOUND CONTACT CENTER HARDWARE ROUTING TECHNOLOGY SPENDING
- APAC Inbound contact center hardware routing technology spending by
vertical
- APAC Inbound contact center hardware routing technology spending by
size-band
CHAPTER 5 INBOUND CONTACT CENTER SOFTWARE ROUTING TECHNOLOGY SPENDING
- APAC Inbound contact center software routing technology spending by
vertical
- APAC Inbound contact center software routing technology spending by
size-band
CHAPTER 6 OUTBOUND CONTACT CENTER TECHNOLOGY SPENDING
- APAC Outbound contact center technology spending by vertical
- APAC Outbound contact center technology spending by size-band
CHAPTER 7 CONTACT CENTER AGENT ANALYTICS TECHNOLOGY SPENDING
- APAC Contact center agent analytics technology spending by vertical
- APAC Contact center agent analytics technology spending by size-band
CHAPTER 8 CONTACT CENTER ELEARNING TECHNOLOGY SPENDING
- APAC Contact center eLearning technology spending by vertical
- APAC Contact center eLearning technology spending by size-band
CHAPTER 9 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
CHAPTER 10 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
CHAPTER 11 APPENDIX
- Futher reading
- Ask the analsyst
List of Tables
- Table 1: Contact Center definitions
- Table 2: Contact centers and agent positions in APAC 2004 - 2009
- Table 3: In house and outsourced agent positions in APAC 2004 - 2009
- Table 4: Agent positions in APAC by vertical market 2004 - 2009
- Table 5: Agent positions in APAC by size-band 2004 - 2009
- Table 6: Agent positions in APAC by telephony end-point 2004 - 2009
- Table 7: Agent positions in APAC by technology location 2004 - 2009
- Table 8: APAC contact center technology spending by application 2004 -
2009
- Table 9: Contact Center Technology spending in APAC by vertical market
2004 - 2009
- Table 10: APAC contact center technology spending by size-band 2004 - 2009
- Table 11: Inbound contact center hardware routing Technology spending in
APAC by vertical market 2004 - 2009
- Table 12: APAC Inbound contact center hardware routing technology spending
by size-band 2004 - 2009
- Table 13: Inbound contact center software routing Technology spending in
APAC by vertical market 2004 - 2009
- Table 14: APAC Inbound contact center software routing technology spending
by size-band 2004 - 2009
- Table 15: Outbound contact center Technology spending in APAC by vertical
market 2004 - 2009
- Table 16: APAC Outbound contact center technology spending by size-band
2004 - 2009
- Table 17: Contact center agent analytics Technology spending in APAC by
vertical market 2004 - 2009
- Table 18: APAC Contact center agent analytics technology spending by
size-band 2004 - 2009
- Table 19: Contact center eLearning Technology spending in APAC by vertical
market 2004 - 2009
- Table 20: APAC Contact center eLearning technology spending by size-band
2004 - 2009
- Table 21: Contact center Quality Monitoring Technology spending in APAC by
vertical market 2004 - 2009
- Table 22: APAC Contact center Quality Monitoring technology spending by
size-band 2004 - 2009
- Table 23: Contact center Workforce Management Technology spending in APAC
by vertical market 2004 - 2009
- Table 24: APAC Contact center Workforce Management technology spending by
size-band 2004 - 2009
List of Figures
- Figure 1: Contact centers and agent positions in APAC 2004 - 2009
- Figure 2: In house and outsourced agent positions in APAC 2004 - 2009
- Figure 3: Agent positions in APAC by vertical market 2004 & 2009
- Figure 4: Agent positions in APAC by size-band 2004 & 2009
- Figure 5: Agent positions in APAC by telephony end-point 2004 - 2009
- Figure 6: Agent positions in APAC by technology location 2004 - 2009
- Figure 7: APAC contact center technology spending by application 2004 -
2009
- Figure 8: Contact Center Technology spending in APAC by vertical market
2004 & 2009
- Figure 9: APAC contact center technology spending by size-band 2004 & 2009
- Figure 10: Inbound contact center hardware routing Technology spending in
APAC by vertical market 2004 & 2009
- Figure 11: APAC Inbound contact center hardware routing technology
spending by size-band 2004 & 2009
- Figure 12: Inbound contact center software routing Technology spending in
APAC by vertical market 2004 & 2009
- Figure 13: APAC Inbound contact center software routing technology
spending by size-band 2004 & 2009
- Figure 14: Outbound contact center Technology spending in APAC by vertical
market 2004 & 2009
- Figure 15: APAC Outbound contact center technology spending by size-band
2004 & 2009
- Figure 16: Contact center agent analytics Technology spending in APAC by
vertical market 2004 & 2009
- Figure 17: APAC Contact center agent analytics technology spending by
size-band 2004 & 2009
- Figure 18: Contact center eLearning Technology spending in APAC by
vertical market 2004 & 2009
- Figure 19: APAC Contact center eLearning technology spending by size-band
2004 & 2009
- Figure 20: Contact center Quality Monitoring Technology spending in APAC
by vertical market 2004 & 2009
- Figure 21: APAC Contact center Quality Monitoring technology spending by
size-band 2004 & 2009
- Figure 22: Contact center Workforce Management Technology spending in APAC
by vertical market 2004 & 2009
- Figure 23: APAC Contact center Workforce Management technology spending by
size-band 2004 & 2009
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