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
Overall domestic agent position growth is slowing or declining in North
America and Western Europe.
Technology and business changes - including IP telephony, virtualization,
managed and hosted services, workforce optimization technologies, SME growth,
and public sector spending - are driving increased investment. Consequently
technology spending will continue to rise, but learning exactly how to tap
into it will be more critical than ever.
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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