Table of Contents
- DATAMONITOR VIEW
- CATALYST
- SUMMARY
- METHODOLOGY
- EXECUTIVE SUMMARY
- Introduction
- Selling Contact Center Technology in Asia Pacific (Market Focus)
- Selling Contact Center Technology in Central and Eastern Europe (Market
Focus)
- Selling Contact Center Technology in Central and Latin America (Market
Focus)
- Contact Center Technology for the Offshore Market (Strategy Focus)
- Contact Centers in APAC (Databook)
- Contact Centers in EMEA (Databook)
- Contact Centers in CALA (Databook)
- SELLING CONTACT CENTER TECHNOLOGY IN ASIA PACIFIC (MARKET FOCUS)
- Summary
- By 2009 Asia Pacific will account for 20% of global agent population
- Outsourcing, Financial Services and Communications will account for 6
out 10 APs in the region
- Financial services lead the way
- Outsourcing will be the fastest growing market in the region
- The growth in communications will be driven by high levels of uptake
of mobile and internet services in the region
- Large contact centers account for the bulk of APs in Asia Pacific
- The Asia Pacific market is a myriad of diverse markets
- Australia and New Zealand closely mirror the North American and
Western European markets
- Japanese and South Korean markets are notoriously difficult to break
into
- The Indian contact center market services predominantly an offshore
customer base
- The growth potential of the domestic Chinese contact center market is
immense
- The Filipino market has the region's highest concentration of
offshoring
- A 'one size fits all' strategy will not work in the Asia Pacific region
- SELLING CONTACT CENTER TECHNOLOGY IN CENTRAL AND EASTERN EUROPE (MARKET
FOCUS)
- Summary
- CEE represents a unique opportunity for contact center vendors in a
slowing global market
- The contact center market in Central and Eastern Europe continues to
experience a robust growth rate
- A combination of several factors will drive the growth of APs in
Central and Eastern Europe
- By 2009 the CEE market will be worth $246.5 million to contact center
technology vendors
- The greatest opportunity lies in Financial Services, Outsourcing,
Communications and SMEs
- Financial Services leads the way
- Outsourcing is also pivotal to growth in CEE
- Deregulation and liberalization in the communications industry are key
drivers for growth
- Sizeband opportunities for vendors
- Vendors should be careful since the CEE market has some risks
- Often large contact centers are just the result of a corporate
initiative
- The offshore sector of the market is quite saturated by "big brands"
- Immature approach to technology
- Further considerations for vendors to take heed of:
- To overcome drawbacks, sales strategies must be formed very carefully
- SELLING CONTACT CENTER TECHNOLOGY IN CENTRAL AND LATIN AMERICA (MARKET
FOCUS)
- Summary
- The robust growth of the contact center market presents a great
opportunity for vendors
- Brazil sets the tone in the region
- Outsourcing accounts for one third of the total agent population in
the region
- The revenue potential in the SME market is significant
- Open standards are driving down the price of technology making it
more accessible to SMEs
- Governments in Central and Latin America are increasingly supporting
the SMEs growth
- Flexibility and lower price points are keys for success in this
market
- The market will be worth $418 million to technology vendors in 2009
- Voice still remains the dominant communication channel
- CONTACT CENTER TECHNOLOGY FOR THE OFFSHORE MARKET (STRATEGY FOCUS)
- Summary
- 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
- CONTACT CENTERS IN APAC (DATABOOK)
- Introduction
- Contact Centers and Agent Positions in APAC
- In-house and Outsourced Agent Positions in APAC
- Agent positions in APAC by vertical market
- Agent positions in APAC by size-band
- Agent positions in APAC by telephony end-point
- Agent positions in APAC by technology location
- APAC contact center technology spending by application
- APAC contact center technology spending by vertical
- APAC contact center technology spending by size-band
- APAC Inbound contact center hardware routing technology spending by
vertical
- APAC Inbound contact center hardware routing technology spending by
size-band
- APAC Inbound contact center software routing technology spending by
vertical
- APAC Inbound contact center software routing technology spending by
size-band
- APAC Outbound contact center technology spending by vertical
- APAC Outbound contact center technology spending by size-band
- APAC Contact center agent analytics technology spending by vertical
- APAC Contact center agent analytics technology spending by size-band
- APAC Contact center eLearning technology spending by vertical
- APAC Contact center eLearning technology spending by size-band
- APAC Contact center Quality Monitoring technology spending by vertical
- APAC Contact center Quality Monitoring technology spending by size-band
- APAC Contact center Workforce Management technology spending by vertical
- APAC Contact center Workforce Management technology spending by size-band
- CONTACT CENTERS IN EMEA (DATABOOK)
- Introduction
- 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
- EMEA contact center Technology spending by application
- EMEA contact center Technology spending by vertical
- EMEA contact center Technology spending by size-band
- EMEA Inbound contact center hardware routing Technology spending by
vertical
- EMEA Inbound contact center hardware routing Technology spending by
size-band
- EMEA Inbound contact center software routing Technology spending by
vertical
- EMEA Inbound contact center software routing Technology spending by
size-band
- EMEA Outbound contact center Technology spending by vertical
- EMEA Outbound contact center Technology spending by size-band
- EMEA Contact center agent analytics Technology spending by vertical
- EMEA Contact center agent analytics Technology spending by size-band
- EMEA Contact center eLearning Technology spending by vertical
- EMEA Contact center eLearning Technology spending by size-band
- EMEA Contact center Quality Monitoring Technology spending by vertical
- EMEA Contact center Quality Monitoring Technology spending by size-band
- EMEA Contact center Workforce Management Technology spending by vertical
- EMEA Contact center Workforce Management Technology spending by size-band
- CONTACT CENTERS IN CALA (DATABOOK)
- Introduction
- Contact Centers and Agent Positions in CALA
- In-house and Outsourced Agent Positions in CALA
- Agent positions in CALA by vertical market
- Agent positions in CALA by size-band
- Agent positions in CALA by telephony end-point
- Agent positions in CALA by technology location
- CALA contact center technology spending by application
- CALA contact center technology spending by vertical
- CALA contact center technology spending by size-band
- CALA Inbound contact center hardware routing technology spending by
vertical
- CALA Inbound contact center hardware routing technology spending by
size-band
- CALA Inbound contact center software routing technology spending by
vertical
- CALA Inbound contact center software routing technology spending by
size-band
- CALA Outbound contact center technology spending by vertical
- CALA Outbound contact center technology spending by size-band
- CALA Contact center agent analytics technology spending by vertical
- CALA Contact center agent analytics technology spending by size-band
- CALA Contact center eLearning technology spending by vertical
- CALA Contact center eLearning technology spending by size-band
- CALA Contact center Quality Monitoring technology spending by vertical
- CALA Contact center Quality Monitoring technology spending by size-band
- APPENDIX
- Definitions
- Agent position (AP)
- Contact center
- Asia Pacific
- Central and Eastern Europe:
- Central and Latin America
- Inbound contact routing hardware
- Inbound contact routing software
- Outbound contact routing hardware and software
- Workforce optimization technologies
- Outsourcing
- Further reading
- Ask the analyst
- List of Tables
- Table 1: Total APs in Asia Pacific segmented by country (000s),
2004-2009
- Table 2: Agent positions in Asia Pacific segmented by vertical market
(000s), 2004-2009
- Table 3: Asia Pacific telecommunication indicators, 2004
- Table 4: Agent positions in Asia Pacific segmented sizeband (000s),
2004-2009
- Table 5: Total APs in Central and Eastern Europe segmented by country
(000s)
- Table 6: CEE technology revenues by application ($m), 2004-2009
- Table 7: Agent positions in CEE segmented by vertical market (000s),
2004-2009
- Table 8: Agent positions in CEE segmented by sizebands (000s),
2004-2009
- Table 9: Total agent positions in Central and Latin America segmented
by country, 2004-2009
- Table 10: Central and Latin American outsourced agent positions, 2005
- 2010
- Table 11: Central and Latin America contact center technology
revenues, $m
- Table 12: Central and Latin America information and communication
technology penetration, 2004
- Table 13: Top 10 geographical markets served by offshore contact
centers, 2005-2010
- Table 14: Offshore APs as a proportion of total APs serving the
market, 2005-2009
- Table 15: Top 10 offshore outsourced destinations in terms of APs
(000s), 2005-2010
- Table 16: Outsourced contact centers technology spending by region
($m), 2004-2009
- Table 17: Outsourced contact centers technology spending by region
($m), 2009
- Table 18: Contact Center definitions
- Table 19: Contact centers and agent positions in APAC 2004 - 2009
- Table 20: In house and outsourced agent positions in APAC 2004 - 2009
- Table 21: Agent positions in APAC by vertical market 2004 - 2009
- Table 22: Agent positions in APAC by size-band 2004 - 2009
- Table 23: Agent positions in APAC by telephony end-point 2004 - 2009
- Table 24: Agent positions in APAC by technology location 2004 - 2009
- Table 25: APAC contact center technology spending by application 2004
- 2009
- Table 26: Contact Center Technology spending in APAC by vertical
market 2004 - 2009
- Table 27: APAC contact center technology spending by size-band 2004 -
2009
- Table 28: Inbound contact center hardware routing Technology spending
in APAC by vertical market 2004 - 2009
- Table 29: APAC Inbound contact center hardware routing technology
spending by size-band 2004 - 2009
- Table 30: Inbound contact center software routing Technology spending
in APAC by vertical market 2004 - 2009
- Table 31: APAC Inbound contact center software routing technology
spending by size-band 2004 - 2009
- Table 32: Outbound contact center Technology spending in APAC by
vertical market 2004 - 2009
- Table 33: APAC Outbound contact center technology spending by
size-band 2004 - 2009
- Table 34: Contact center agent analytics Technology spending in APAC
by vertical market 2004 - 2009
- Table 35: APAC Contact center agent analytics technology spending by
size-band 2004 - 2009
- Table 36: Contact center eLearning Technology spending in APAC by
vertical market 2004 - 2009
- Table 37: APAC Contact center eLearning technology spending by
size-band 2004 - 2009
- Table 38: Contact center Quality Monitoring Technology spending in
APAC by vertical market 2004 - 2009
- Table 39: APAC Contact center Quality Monitoring technology spending
by size-band 2004 - 2009
- Table 40: Contact center Workforce Management Technology spending in
APAC by vertical market 2004 - 2009
- Table 41: APAC Contact center Workforce Management technology spending
by size-band 2004 - 2009
- Table 42: Contact Center definitions
- Table 43: Contact centers and agent positions in EMEA 2004 - 2009
- Table 44: In house and outsourced agent positions in EMEA 2004 - 2009
- Table 45: Agent positions in EMEA by vertical market 2004 - 2009
- Table 46: Agent positions in EMEA by size-band 2004 - 2009
- Table 47: Agent positions in EMEA by telephony end-point 2004 - 2009
- Table 48: Agent positions in EMEA by technology location 2004 - 2009
- Table 49: EMEA contact center Technology spending by application 2004
- 2009
- Table 50: Contact Center Technology spending in EMEA by vertical
market 2004 - 2009
- Table 51: EMEA contact center Technology spending by size-band 2004 -
2009
- Table 52: Inbound contact center hardware routing Technology spending
in EMEA by vertical market 2004 - 2009
- Table 53: EMEA Inbound contact center hardware routing Technology
spending by size-band 2004 - 2009
- Table 54: Inbound contact center software routing Technology spending
in EMEA by vertical market 2004 - 2009
- Table 55: EMEA Inbound contact center software routing Technology
spending by size-band 2004 - 2009
- Table 56: Outbound contact center Technology spending in EMEA by
vertical market 2004 - 2009
- Table 57: EMEA Outbound contact center Technology spending by
size-band 2004 - 2009
- Table 58: Contact center agent analytics Technology spending in EMEA
by vertical market 2004 - 2009
- Table 59: EMEA Contact center agent analytics Technology spending by
size-band 2004 - 2009
- Table 60: Contact center eLearning Technology spending in EMEA by
vertical market 2004 - 2009
- Table 61: EMEA Contact center eLearning Technology spending by
size-band 2004 - 2009
- Table 62: Contact center Quality Monitoring Technology spending in
EMEA by vertical market 2004 - 2009
- Table 63: EMEA Contact center Quality Monitoring Technology spending
by size-band 2004 - 2009
- Table 64: Contact center Workforce Management Technology spending in
EMEA by vertical market 2004 - 2009
- Table 65: EMEA Contact center Workforce Management Technology spending
by size-band 2004 - 2009
- Table 66: Contact Center definitions
- Table 67: Contact centers and agent positions in CALA 2004 - 2009
- Table 68: In house and outsourced agent positions in CALA 2004 - 2009
- Table 69: Agent positions in CALA by vertical market 2004 - 2009
- Table 70: Agent positions in CALA by size-band 2004 - 2009
- Table 71: Agent positions in CALA by telephony end-point 2004 - 2009
- Table 72: Agent positions in CALA by technology location 2004 - 2009
- Table 73: CALA contact center technology spending by application 2004
- 2009
- Table 74: Contact Center Technology spending in CALA by vertical
market 2004 - 2009
- Table 75: CALA contact center technology spending by size-band 2004 -
2009
- Table 76: Inbound contact center hardware routing Technology spending
in CALA by vertical market 2004 - 2009
- Table 77: CALA Inbound contact center hardware routing technology
spending by size-band 2004 - 2009
- Table 78: Inbound contact center software routing Technology spending
in CALA by vertical market 2004 - 2009
- Table 79: CALA Inbound contact center software routing technology
spending by size-band 2004 - 2009
- Table 80: Outbound contact center Technology spending in CALA by
vertical market 2004 - 2009
- Table 81: CALA Outbound contact center technology spending by
size-band 2004 - 2009
- Table 82: Contact center agent analytics Technology spending in CALA
by vertical market 2004 - 2009
- Table 83: CALA Contact center agent analytics technology spending by
size-band 2004 - 2009
- Table 84: Contact center eLearning Technology spending in CALA by
vertical market 2004 - 2009
- Table 85: CALA Contact center eLearning technology spending by
size-band 2004 - 2009
- Table 86: Contact center Quality Monitoring Technology spending in
CALA by vertical market 2004 - 2009
- Table 87: CALA Contact center Quality Monitoring technology spending
by size-band 2004 - 2009
- List of Figures
- Figure 1: ASIA PACIFIC agent positions as a proportion of global total
APs
- Figure 2: Agent positions in Asia Pacific segmented by vertical market
(000s), 2004-2009
- Figure 3: CEE technology revenues by application ($m), 2004-2009
- Figure 4: Agent positions in CEE segmented by vertical market,
2004-2009
- Figure 5: Central and Latin American outsourced agent positions, 2005
- 2010
- Figure 6: Central and Latin America contact center technology
revenues, $m
- Figure 7: Main offshore and nearshore locations for the major
outsourcing customer markets, 2006
- Figure 8: Top 10 offshore outsourced destinations in terms of APs,
2005-2010
- Figure 9: Distributed contact center infrastructure
- Figure 10: Outsourced contact centers technology spending by region,
2004-2009
- Figure 11: Contact centers and agent positions in APAC 2004 - 2009
- Figure 12: In house and outsourced agent positions in APAC 2004 - 2009
- Figure 13: Agent positions in APAC by vertical market 2004 & 2009
- Figure 14: Agent positions in APAC by size-band 2004 & 2009
- Figure 15: Agent positions in APAC by telephony end-point 2004 - 2009
- Figure 16: Agent positions in APAC by technology location 2004 - 2009
- Figure 17: APAC contact center technology spending by application 2004
- 2009
- Figure 18: Contact Center Technology spending in APAC by vertical
market 2004 & 2009
- Figure 19: APAC contact center technology spending by size-band 2004
& 2009
- Figure 20: Inbound contact center hardware routing Technology spending
in APAC by vertical market 2004 & 2009
- Figure 21: APAC Inbound contact center hardware routing technology
spending by size-band 2004 & 2009
- Figure 22: Inbound contact center software routing Technology spending
in APAC by vertical market 2004 & 2009
- Figure 23: APAC Inbound contact center software routing technology
spending by size-band 2004 & 2009
- Figure 24: Outbound contact center Technology spending in APAC by
vertical market 2004 & 2009
- Figure 25: APAC Outbound contact center technology spending by
size-band 2004 & 2009
- Figure 26: Contact center agent analytics Technology spending in APAC
by vertical market 2004 & 2009
- Figure 27: APAC Contact center agent analytics technology spending by
size-band 2004 & 2009
- Figure 28: Contact center eLearning Technology spending in APAC by
vertical market 2004 & 2009
- Figure 29: APAC Contact center eLearning technology spending by
size-band 2004 & 2009
- Figure 30: Contact center Quality Monitoring Technology spending in
APAC by vertical market 2004 & 2009
- Figure 31: APAC Contact center Quality Monitoring technology spending
by size-band 2004 & 2009
- Figure 32: Contact center Workforce Management Technology spending in
APAC by vertical market 2004 & 2009
- Figure 33: APAC Contact center Workforce Management technology
spending by size-band 2004 & 2009
- Figure 34: Contact centers and agent positions in EMEA 2004 - 2009
- Figure 35: In house and outsourced agent positions in EMEA 2004 - 2009
- Figure 36: Agent positions in EMEA by vertical market 2004 - 2009
- Figure 37: Agent positions in EMEA by size-band 2004 - 2009
- Figure 38: Agent positions in EMEA by telephony end-point 2004 - 2009
- Figure 39: Agent positions in EMEA by technology location 2004 - 2009
- Figure 40: EMEA contact center Technology spending by application 2004
- 2009
- Figure 41: Contact Center Technology spending in EMEA by vertical
market 2004 - 2009
- Figure 42: EMEA contact center Technology spending by size-band 2004 -
2009
- Figure 43: Inbound contact center hardware routing Technology spending
in EMEA by vertical market 2004 - 2009
- Figure 44: EMEA Inbound contact center hardware routing Technology
spending by size-band 2004 - 2009
- Figure 45: Inbound contact center software routing Technology spending
in EMEA by vertical market 2004 - 2009
- Figure 46: EMEA Inbound contact center software routing Technology
spending by size-band 2004 - 2009
- Figure 47: Outbound contact center Technology spending in EMEA by
vertical market 2004 - 2009
- Figure 48: EMEA Outbound contact center Technology spending by
size-band 2004 - 2009
- Figure 49: Contact center agent analytics Technology spending in EMEA
by vertical market 2004 - 2009
- Figure 50: EMEA Contact center agent analytics Technology spending by
size-band 2004 - 2009
- Figure 51: Contact center eLearning Technology spending in EMEA by
vertical market 2004 - 2009
- Figure 52: EMEA Contact center eLearning Technology spending by
size-band 2004 - 2009
- Figure 53: Contact center Quality Monitoring Technology spending in
EMEA by vertical market 2004 - 2009
- Figure 54: EMEA Contact center Quality Monitoring Technology spending
by size-band 2004 - 2009
- Figure 55: Contact center Workforce Management Technology spending in
EMEA by vertical market 2004 - 2009
- Figure 56: EMEA Contact center Workforce Management Technology
spending by size-band 2004 - 2009
- Figure 57: Contact centers and agent positions in CALA 2004 - 2009
- Figure 58: In house and outsourced agent positions in CALA 2004 - 2009
- Figure 59: Agent positions in CALA by vertical market 2004 & 2009
- Figure 60: Agent positions in CALA by size-band 2004 & 2009
- Figure 61: Agent positions in CALA by telephony end-point 2004 - 2009
- Figure 62: Agent positions in CALA by technology location 2004 - 2009
- Figure 63: CALA contact center technology spending by application 2004
- 2009
- Figure 64: Contact Center Technology spending in CALA by vertical
market 2004 & 2009
- Figure 65: CALA contact center technology spending by size-band 2004
& 2009
- Figure 66: Inbound contact center hardware routing Technology spending
in CALA by vertical market 2004 & 2009
- Figure 67: CALA Inbound contact center hardware routing technology
spending by size-band 2004 & 2009
- Figure 68: Inbound contact center software routing Technology spending
in CALA by vertical market 2004 & 2009
- Figure 69: CALA Inbound contact center software routing technology
spending by size-band 2004 & 2009
- Figure 70: Outbound contact center Technology spending in CALA by
vertical market 2004 & 2009
- Figure 71: CALA Outbound contact center technology spending by
size-band 2004 & 2009
- Figure 72: Contact center agent analytics Technology spending in CALA
by vertical market 2004 & 2009
- Figure 73: CALA Contact center agent analytics technology spending by
size-band 2004 & 2009
- Figure 74: Contact center eLearning Technology spending in CALA by
vertical market 2004 & 2009
- Figure 75: CALA Contact center eLearning technology spending by
size-band 2004 & 2009
- Figure 76: Contact center Quality Monitoring Technology spending in
CALA by vertical market 2004 & 2009
- Figure 77: CALA Contact center Quality Monitoring technology spending
by size-band 2004 & 2009
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