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