Abstract
Overview
Introduction
The databook is a detailed information resource covering current and forecast
contact center market data. The market is sized both in terms of agent
positions and technology spending, and the data is segmented by vertical
market, in-house/outsourced, size-band, type of technology, IP/TDM, and
hosted/CPE.
Scope
- All market forecasts are from 2004 to 2009 inclusive.
- All agent position and technology spending data is segmented by size-band
and vertical market.
- Spending data for inbound routing hardware and software, outbound,
workforce management, quality monitoring, agent analytics and eLearning.
Report Highlights
The expansion in demand for products and services in Asia, Eastern Europe,
Latin America, the Middle East and Africa, combined with the increase in
offshoring, will lead to the creation of four times as many new agent
positions in developing markets over the next four years as in developed
markets.
Vendors will need to carefully target resources by country and vertical market
in order to generate profitable revenue growth.
Reasons to Purchase
- Gain insight into key contact center growth patterns.
- Understand evolving contact center technology investment and adoption.
- Identify the fastest growing vertical markets for contact center
technology and services.
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