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