Contact Center Technology for the Offshore Market (Strategy Focus)

Table of Contents

• DATAMONITOR VIEW
  • CATALYST
  • SUMMARY
  • METHODOLOGY
• ANALYSIS
  • The offshore contact center market will grow driven by the persisent need to cut costs
  • The US and UK lead the way in offshore outsourcing their contact center operations
  • India, the Philippines and Canada are currently the biggest offshore outsourced markets
  • Contact center outsourcing can take a number of forms
  • Full outsourcing is the most common scenario
  • What are the outsourcers' needs in terms of contact center technology?
  • Large outsourcers can offer their technology platforms on a hosted basis
  • Some of the global outsourcers are potential customers for managed and hosted service providers
  • Captive scenario is used only in the minority of cases
  • What are the technology needs?
  • Mixed scenario is used by large companies looking to gain more control over their outsourcing process
  • APAC will overtake North America in terms of outsourced technology spending by 2009
• APPENDIX
  • Definitions
  • Agent position (AP)
  • Contact center
  • Inbound contact routing hardware
  • Inbound contact routing software
  • Outbound contact routing hardware and software
  • Self-service technology
  • Workforce optimization technologies
  • Outsourcing
  • Further reading
  • Ask the analyst
  • List of Tables
    • Table 1: Top 10 geographical markets served by offshore contact centers, 2005-2010
    • Table 2: Offshore APs as a proportion of total APs serving the market, 2005-2009
    • Table 3: Top 10 offshore outsourced destinations in terms of APs (000s), 2005-2010
    • Table 4: Outsourced contact centers technology spending by region ($m), 2004-2009
    • Table 5: Outsourced contact centers technology spending by region ($m), 2009
  • List of Figures
    • Figure 1: Main offshore and nearshore locations for the major outsourcing customer markets, 2006
    • Figure 2: Top 10 offshore outsourced destinations in terms of APs, 2005-2010
    • Figure 3: Distributed contact center infrastructure
    • Figure 4: Outsourced contact centers technology spending by region, 2004-2009