Where Next for Global Contact Centers? New market opportunities, growth sectors and effective sales strategies

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• Over 800,000 hosted AP' s will exist globally by 2010.
• Contact center outsourcing deployments in mature vertical markets will rise from 0.87 to 1.25 million AP' s during the period 2006-12, although annual growth will fall by 8% in the same interval.
• Remote (virtual) workers represent a significant expansion in contact center functionality, despite only constituting a small percentage of AP' s, encompassing 354,000 workers in 2007.
• The Indian contact center market is suffering a decline in annual growth, falling by 30% between 2005 and 2009, due to the maturing market and increased competition from offshore locations.
• The public sector is the fastest growing global vertical market.
• AP' s in Central and Eastern Europe are set to grow by 71% to 308,800 between 2004 and 2009 with this growth driven by offshoring and outsourcing.

• Identify and assess the existing and emerging opportunities within the global contact center market.
• Predict future contact center technology expenditure using the spending forecasts to 2012 included in this report.
• Forecast future levels of contact center agent position based upon this report' s global statistics up to 2009.
• Identify and understand the key market drivers and inhibitors for each market opportunity, allowing you to tailor your expansion strategies.
• Enhance the competitiveness your products and services with this report' s insights into contact center price optimization.

• Hosted contact centers. Offering the inclusion of knowledge workers and back-office staff with multiple locations supported through a networked infrastructure, HCC' s are growing rapidly.
• Video contact centers. Revolutionary benefits including revenue streams from advertisers, ' super-mail' and ' voice to video' switch, which let agents demonstrate a solution to a person visually.
• Virtual contact centers. VCCs are finally becoming a reality, with many Telco' s now internally migrating to IP telephony.
• Is it over for India? Annual growth will fall from 37 per cent in 2005 to 7 per cent in 2009, as the market matures and there is increased competition from other offshore locations
• New vertical and emerging outsourcing markets. Late-adopting verticals AP' s associated will rise from 133,000 to 229,000 between 2006 and 2012 with travel and hospitality as the largest investor.
• Value added services. The demand for business consulting services from both vendors and solution providers is increasing.

• Does substantial scope for growth still exist within the contact center market?
• Where are the next major market opportunities for contact centers?
• Which regions and vertical sectors offer the most significant growth potential for the sale of contact center technologies and services?
• How can go-to-market strategies be used to improve sales?
• What are the new and emerging technologies changing the face of the contact center industry?
• Do hosted contact centers represent an opportunity or threat?
• Have offshoring locations stolen business from India, and is the present decline terminal?