Generating Growth in Developed Contact Center Markets: NA, EMEA (Review Report)

Table of Contents

• DATAMONITOR VIEW
  • CATALYST
  • SUMMARY
  • METHODOLOGY
• EXECUTIVE SUMMARY
  • Introduction
  • Selling contact center solutions to the mature financial services sector
  • Evaluating the communications market
  • Selling contact center technologies in Western Europe
  • Contact Centers and the Public Sector
• SELLING CONTACT CENTER SOLUTIONS TO THE MATURE FINANCIAL SERVICES SECTOR
  • Summary
  • As a contact center industry expenditure leader its spending growth is at a marginal rate
    • North America needs alternative contact center services to enable growth
    • EMEA is overshadowed by Western Europe for technology spending
  • The chief reason for the small yet vital growth is improving productivity and profitability
    • A right balance of technologies is needed to drive productivity and profitability
      • Outbound services in the regulation era can impact on the productivity and profitability of finance institutions - but it doesn't need to!
      • True multi-channel capabilities are an absolute necessity
  • Compliance can not be compromised when improving productivity and increasing profitability
  • An increase in mergers and acquisitions within the financial services market may lead to networks within networks
    • Marrying offers with financial services concerns can help vendors capitalize on this market
  • Key tactics to maximise a go-to-market strategy
• EVALUATING THE COMMUNICATIONS MARKET
  • Summary
  • The changing face of the communications sector
    • Challenges facing telco's
    • Increased dependency on the cell phone
      • Challenges facing mobile operators
  • Cable and Satellite companies are becoming more mature
  • VoIP providers are pushing the communications industry boundaries
    • Solutions that attract the communications market
  • Virtual contact centre
  • Agent desktop optimization
  • Voice based self service
  • Video-calling
  • Business intelligence (BI) and CRM combinations
  • SMS text alerts
  • Instant messaging / presence
• SELLING CONTACT CENTER TECHNOLOGIES IN WESTERN EUROPE
  • Summary
  • There will be 3% agent position growth in the Western European contact center market
    • Slow growth is a combination of factors
      • Large saturated markets
      • Tendency to 'near shore' or offshore
  • $1.7 billion will be spent on contact center technologies in 2009
    • How is the $1.7 billion being spent?
    • The five key technological trends which are driving this spend
      • Integration technologies will be in demand
      • IP and routing technologies growth in Western European enterprises will also drive spending
      • Workforce Optimization to deliver efficiency and promote effectiveness
      • Outbound spending grows slowly as firm need to comply to legislation and take advantage of warm calling
      • Other hot contact center technologies that will drive technology spending
  • The growth in technology spend will be concentrated in specific markets
    • Healthcare
    • Utilities presents a steady stream of revenue
    • Small Contact Centers are growing - take advantage to grow!
  • Vendors need to become more business focused to successfully sell to Western Europe
    • The high-end in Western Europe has specific business needs that have to be catered for
    • For the low-end simplicity is key
• CONTACT CENTERS AND THE PUBLIC SECTOR
  • SUMMARY
  • Efficiency does not have to be compromised by budget constraints
    • Efficiency is needed in the public sector to deliver constituent value without compromising effectiveness
      • Implementing the right technologies will drive effectiveness and deliver efficiency
      • Multi-channel contacts may deliver efficiency, but it can marginalize some constituents
  • Encouraging a two-way flow of communication will improve community-government relations
    • Governments' contact centers do not have to be confined to traditional telephony services to communicate
    • Enhancements in IVR may improve communication, but it may still be too cold for some
  • Lifting the bureaucratic veil for improved public services and constituent happiness
  • How does this concern and benefit the vendor when implementing a contact center solution?
    • Vendors - Sell to the public sector's needs, not yours
  • Profiling the authority is crucial in targeting appropriately
  • Attributes vendors need to highlight to attract authorities' attention
    • Certain vendor characteristics may hinder decisions
  • Pricing and purchasing strategies need to be modified as agencies are not seen as profit centers
    • Networking and hosted contact centers as an attractive alternative for purchasing contact centers
      • How do vendors procure a contact center contract from the public sector?
      • Key take-aways
  • Definitions
    • Public sector
    • Contact center
  • Supplementary data
• CONTACT CENTERS IN EMEA AND NORTH AMERICA
  • Introduction
  • What is this databook about?
  • Catalyst
  • Methodology
  • Definitions
  • Agent Positions - EMEA
    • 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
  • Technology spending - EMEA
    • EMEA contact center Technology spending by application
    • EMEA contact center Technology spending by vertical
    • EMEA contact center Technology spending by size-band
  • Inbound contact center hardware routing technology spending - EMEA
    • EMEA Inbound contact center hardware routing Technology spending by vertical
    • EMEA Inbound contact center hardware routing Technology spending by size-band
  • Inbound contact center software routing technology spending - EMEA
    • EMEA Inbound contact center software routing Technology spending by vertical
    • EMEA Inbound contact center software routing Technology spending by size-band
  • Outbound contact center technology spending - EMEA
    • EMEA Outbound contact center Technology spending by vertical
    • EMEA Outbound contact center Technology spending by size-band
  • Contact Center Agent analytics technology spending - EMEA
    • EMEA Contact center agent analytics Technology spending by vertical
    • EMEA Contact center agent analytics Technology spending by size-band
  • Contact Center ELearning technology spending - EMEA
    • EMEA Contact center eLearning Technology spending by vertical
    • EMEA Contact center eLearning Technology spending by size-band
  • Contact Center Quality Monitoring technology spending - EMEA
    • EMEA Contact center Quality Monitoring Technology spending by vertical
    • EMEA Contact center Quality Monitoring Technology spending by size-band
  • Contact Center workforce management technology spending - EMEA
  • EMEA Contact center Workforce Management Technology spending by vertical
    • EMEA Contact center Workforce Management Technology spending by size-band
  • Agent Positions - North America
    • Contact Centers and Agent Positions in North America
    • In-house and Outsourced Agent Positions in North America
    • Agent positions in North America by vertical market
    • Agent positions in North America by size-band
    • Agent positions in North America by telephony end-point
    • Agent positions in North America by technology location
  • Technology spending - North America
    • North America contact center Technology spending by application
    • North America contact center Technology spending by vertical
    • North America contact center Technology spending by size-band
  • Inbound contact center hardware routing technology spending - North America
    • North America Inbound contact center hardware routing Technology spending by vertical
    • North America Inbound contact center hardware routing Technology spending by size-band
  • Inbound contact center software routing technology spending - North America
    • North America Inbound contact center software routing Technology spending by vertical
    • North America Inbound contact center software routing Technology spending by size-band
  • Outbound contact center technology spending - North America
    • North America Outbound contact center Technology spending by vertical
    • North America Outbound contact center Technology spending by size-band
  • Contact Center Agent analytics technology spending - North America
    • North America Contact center agent analytics Technology spending by vertical
    • North America Contact center agent analytics Technology spending by size-band
  • Contact Center ELearning technology spending - North America
    • North America Contact center eLearning Technology spending by vertical
    • North America Contact center eLearning Technology spending by size-band
  • Contact Center Quality Monitoring technology spending - North America
    • North America Contact center Quality Monitoring Technology spending by vertical
    • North America Contact center Quality Monitoring Technology spending by size-band
  • Contact Center workforce management technology spending - North America
    • North America Contact center Workforce Management Technology spending by vertical
    • North America Contact center Workforce Management Technology spending by size-band
• APPENDIX
  • Further reading
  • Ask the analyst
  • List of Tables
    • Table 1: Financial Services contact center technology spending
    • Table 2: EMEA contact center technology spend and agent positions growth 2004 vs 2009
    • Table 3: Western European Agent Positions (APs)
    • Table 4: Western Europe will spend a quarter of total technology spend
    • Table 5: Efficiency and effectiveness are the main drivers in the spending of WOTs technologies
    • Table 6: Technology spend per vertical market ($m)
    • Table 7: Western European APs and technology spending size band comparison
    • Table 8: Comparison of North American and Western European Agent Positions split by location
    • Table 9: North America and EMEA Public sector Agent Positions and Technology Spend
    • Table 10: Contact Center definitions
    • Table 11: Contact centers and agent positions in EMEA 2004 - 2009
    • Table 12: In house and outsourced agent positions in EMEA 2004 - 2009
    • Table 13: Agent positions in EMEA by vertical market 2004 - 2009
    • Table 14: Agent positions in EMEA by size-band 2004 - 2009
    • Table 15: Agent positions in EMEA by telephony end-point 2004 - 2009
    • Table 16: Agent positions in EMEA by technology location 2004 - 2009
    • Table 17: EMEA contact center Technology spending by application 2004 - 2009
    • Table 18: Contact Center Technology spending in EMEA by vertical market 2004 - 2009
    • Table 19: EMEA contact center Technology spending by size-band 2004 - 2009
    • Table 20: Inbound contact center hardware routing Technology spending in EMEA by vertical market 2004 - 2009
    • Table 21: EMEA Inbound contact center hardware routing Technology spending by size-band 2004 - 2009
    • Table 22: Inbound contact center software routing Technology spending in EMEA by vertical market 2004 - 2009
    • Table 23: EMEA Inbound contact center software routing Technology spending by size-band 2004 - 2009
    • Table 24: Outbound contact center Technology spending in EMEA by vertical market 2004 - 2009
    • Table 25: EMEA Outbound contact center Technology spending by size-band 2004 - 2009
    • Table 26: Contact center agent analytics Technology spending in EMEA by vertical market 2004 - 2009
    • Table 27: EMEA Contact center agent analytics Technology spending by size-band 2004 - 2009
    • Table 28: Contact center eLearning Technology spending in EMEA by vertical market 2004 - 2009
    • Table 29: EMEA Contact center eLearning Technology spending by size-band 2004 - 2009
    • Table 30: Contact center Quality Monitoring Technology spending in EMEA by vertical market 2004 - 2009
    • Table 31: EMEA Contact center Quality Monitoring Technology spending by size-band 2004 - 2009
    • Table 32: Contact center Workforce Management Technology spending in EMEA by vertical market 2004 - 2009
    • Table 33: EMEA Contact center Workforce Management Technology spending by size-band 2004 - 2009
    • Table 34: Contact centers and agent positions in North America 2004 - 2009
    • Table 35: In house and outsourced agent positions in North America 2004 - 2009
    • Table 36: Agent positions in North America by vertical market 2004 - 2009
    • Table 37: Agent positions in North America by size-band 2004 - 2009
    • Table 38: Agent positions in North America by telephony end-point 2004 - 2009
    • Table 39: Agent positions in North America by technology location 2004 - 2009
    • Table 40: North America contact center Technology spending by application 2004 - 2009
    • Table 41: Contact Center Technology spending in North America by vertical market 2004 - 2009
    • Table 42: North America contact center Technology spending by size-band 2004 - 2009
    • Table 43: Inbound contact center hardware routing Technology spending in North America by vertical market 2004 - 2009
    • Table 44: North America Inbound contact center hardware routing Technology spending by size-band 2004 - 2009
    • Table 45: Inbound contact center software routing Technology spending in North America by vertical market 2004 - 2009
    • Table 46: North America Inbound contact center software routing Technology spending by size-band 2004 - 2009
    • Table 47: Outbound contact center Technology spending in North America by vertical market 2004 - 2009
    • Table 48: North America Outbound contact center Technology spending by size-band 2004 - 2009
    • Table 49: Contact center agent analytics Technology spending in North America by vertical market 2004 - 2009
    • Table 50: North America Contact center agent analytics Technology spending by size-band 2004 - 2009
    • Table 51: Contact center eLearning Technology spending in North America by vertical market 2004 - 2009
    • Table 52: North America Contact center eLearning Technology spending by size-band 2004 - 2009
    • Table 53: Contact center Quality Monitoring Technology spending in North America by vertical market 2004 - 2009
    • Table 54: North America Contact center Quality Monitoring Technology spending by size-band 2004 - 2009
    • Table 55: Contact center Workforce Management Technology spending in North America by vertical market 2004 - 2009
    • Table 56: North America Contact center Workforce Management Technology spending by size-band 2004 - 2009
  • List of Figures
    • Figure 1: Financial service agent positions
    • Figure 2: European and North American Retail Banking IT strategy
    • Figure 3: Retail banks progression towards a predictive approach to customer service
    • Figure 4: Changes needed to counterbalance the decline in fixed line voice services
    • Figure 5: Communications sector is attracted to a particular contact center solutions
    • Figure 6: Western Europe agent positions by region
    • Figure 7: Offshore agents service Western Europe
    • Figure 8: Western Europe technology spend ($m)
    • Figure 9: Actual impact on self service
    • Figure 10: Combined EMEA & North American APs and Contact Center Technology spend
    • Figure 11: US Government authorities are pursuing multi-channel strategies to serve its constituents
    • Figure 12: Contact centers are top priority for US state and local government authorities
    • Figure 13: Examples of local government institutions in the UK, France, and Germany by tier and by type
    • Figure 14: Contact centers and agent positions in EMEA 2004 - 2009
    • Figure 15: In house and outsourced agent positions in EMEA 2004 - 2009
    • Figure 16: Agent positions in EMEA by vertical market 2004 - 2009
    • Figure 17: Agent positions in EMEA by size-band 2004 - 2009
    • Figure 18: Agent positions in EMEA by telephony end-point 2004 - 2009
    • Figure 19: Agent positions in EMEA by technology location 2004 - 2009
    • Figure 20: EMEA contact center Technology spending by application 2004 - 2009
    • Figure 21: Contact Center Technology spending in EMEA by vertical market 2004 - 2009
    • Figure 22: EMEA contact center Technology spending by size-band 2004 - 2009
    • Figure 23: Inbound contact center hardware routing Technology spending in EMEA by vertical market 2004 - 2009
    • Figure 24: EMEA Inbound contact center hardware routing Technology spending by size-band 2004 - 2009
    • Figure 25: Inbound contact center software routing Technology spending in EMEA by vertical market 2004 - 2009
    • Figure 26: EMEA Inbound contact center software routing Technology spending by size-band 2004 - 2009
    • Figure 27: Outbound contact center Technology spending in EMEA by vertical market 2004 - 2009
    • Figure 28: EMEA Outbound contact center Technology spending by size-band 2004 - 2009
    • Figure 29: Contact center agent analytics Technology spending in EMEA by vertical market 2004 - 2009
    • Figure 30: EMEA Contact center agent analytics Technology spending by size-band 2004 - 2009
    • Figure 31: Contact center eLearning Technology spending in EMEA by vertical market 2004 - 2009
    • Figure 32: EMEA Contact center eLearning Technology spending by size-band 2004 - 2009
    • Figure 33: Contact center Quality Monitoring Technology spending in EMEA by vertical market 2004 - 2009
    • Figure 34: EMEA Contact center Quality Monitoring Technology spending by size-band 2004 - 2009
    • Figure 35: Contact center Workforce Management Technology spending in EMEA by vertical market 2004 - 2009
    • Figure 36: EMEA Contact center Workforce Management Technology spending by size-band 2004 - 2009
    • Figure 37: Contact centers and agent positions in North America 2004 - 2009
    • Figure 38: In house and outsourced agent positions in North America 2004 - 2009
    • Figure 39: Agent positions in North America by vertical market 2004 - 2009
    • Figure 40: Agent positions in North America by size-band 2004 - 2009
    • Figure 41: Agent positions in North America by telephony end-point 2004 - 2009
    • Figure 42: Agent positions in North America by technology location 2004 - 2009
    • Figure 43: North America contact center Technology spending by application 2004 - 2009
    • Figure 44: Contact Center Technology spending in North America by vertical market 2004 - 2009
    • Figure 45: North America contact center Technology spending by size-band 2004 - 2009
    • Figure 46: Inbound contact center hardware routing Technology spending in North America by vertical market 2004 - 2009
    • Figure 47: North America Inbound contact center hardware routing Technology spending by size-band 2004 - 2009
    • Figure 48: Inbound contact center software routing Technology spending in NORTH AMERICA by vertical market 2004 - 2009
    • Figure 49: North America Inbound contact center software routing Technology spending by size-band 2004 - 2009
    • Figure 50: Outbound contact center Technology spending in North America by vertical market 2004 - 2009
    • Figure 51: North America Outbound contact center Technology spending by size-band 2004 - 2009
    • Figure 52: Contact center agent analytics Technology spending in North America by vertical market 2004 - 2009
    • Figure 53: North America Contact center agent analytics Technology spending by size-band 2004 - 2009
    • Figure 54: Contact center eLearning Technology spending in North America by vertical market 2004 - 2009
    • Figure 55: North America Contact center eLearning Technology spending by size-band 2004 - 2009
    • Figure 56: Contact center Quality Monitoring Technology spending in North America by vertical market 2004 - 2009
    • Figure 57: North America Contact center Quality Monitoring Technology spending by size-band 2004 - 2009
    • Figure 58: Contact center Workforce Management Technology spending in North America by vertical market 2004 - 2009
    • Figure 59: North America Contact center Workforce Management Technology spending by size-band 2004 - 2009