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