North American Contact Center Services Market

Table of Contents

1 MARKET OVERVIEW

• Summary of Major Findings
  • Market Overview
  • Market Trends
  • Offshore Trend Continues
  • Challenges
  • Drivers
  • Restraints

2 MARKET ANALYSIS

• Market Forecasts
  • Revenue Forecasts
  • Percent of Revenues by Application
  • Percent of Revenues by Inbound Versus Outbound Service
  • Percent of Revenues by Inbound Versus Outbound Sales
  • Percent of Revenues Inbound Versus Outbound
  • Percent of Activities by Contact Medium
  • Live Versus Automated Interactions
  • Percent of Revenues by Vertical Market
  • Pricing Analysis

3 COMPETITIVE ANALYSIS

• Market Share Analysis
  • Competitive Analysis
  • Market Share
• Strategies and Awards
  • Growth Strategies
  • 2005 Awards

List of Figures

Chapter 1

• Outsourced Contact Center Services Market: Impact of Top Ten Industry Challenges (North America), 2005-2011
• Outsourced Contact Center Services Market: Industry Drivers Ranked in Order of Impact (North America), 2005-2011
• Outsourced Contact Center Services Market: Market Restraints Ranked in Order of Impact (North America), 2005-2011

Chapter 2

• Outsourced Contact Center Services Market: Unit Shipment and Revenue Forecasts (North America), 2000-2011
• Outsourced Contact Center Services Market: Percent of Revenues by Application (North America), 2003-2011
• Outsourced Contact Center Services Market: Revenues by Inbound Customer Service/Help Desk vs. Outbound Customer Maintenance (North America), 2003-2011
• Outsourced Contact Center Services Market: Percent of Revenues by Inbound Order Taking and Sales vs. Outbound Sales and Telemarketing (North America), 2003-2011
• Outsourced Contact Center Services Market: Percent of Revenues by Inbound versus Outbound (North America), 2003-2011
• Outsourced Contact Center Services Market: Percent of Activities by Type of Contact Medium (North America), 2003-2011
• Outsourced Contact Center Services Market: Percent of Revenues by Automated Systems vs. Live Interaction (North America), 2003-2011
• Outsourced Contact Center Services Market: Percent of Revenues by End-User Type (North America), 2003-2011
• Outsourced Contact Center Services Market: Pricing Methods Offered by Major Market Participants (North America), 2004

Chapter 3

• Outsourced Contact Center Services Market: Competitive Structure (North America), 2004
• Outsourced Contact Center Services Market: Outsource Provider Profile by Tier (North America), 2004
• Outsourced Contact Center Services: Market Share of Major Market Participants (North America), 2004