SCOPE OF THE REPORT
This report focuses on the call centre markets in the
Greater China area (mainland China, Hong Kong and
Taiwan) and Singapore. As the Greater China area and
Singapore are affected by the current financial crisis in
the region to a much less extent than other countries in
the region, it is expected that call centre markets in
Greater China and Singapore will grow more rapidly than
other markets in the Asian-Pacific region.
Greater China and Singapore is by no means a single
market for call centre usage. However, a comprehensive
study covering the whole Greater China area and
Singapore will demonstrate the combined market size,
major driving forces of the market in the region and
potential market opportunities in the vertical sectors
across the country markets.
'Call Centers in Greater China and Singapore' exposes
the size of the call centre market in the region,
identifying the key growth markets by country, vertical
markets and horizontal application and technology.
To examine market maturity and forecast growth
potential, comparative analysis is carried out in this
report, which not only involves the four country markets
(China, Hong Kong, Taiwan and Singapore), but also the
US and UK market in some important aspects.
Comparative analysis is conducted for the following
variables:
- Average number of agent positions per 100 population;
- Market structure of vertical sectors;
- Changes in horizontal applications;
- Sophistication of the call centre technologies.
In addition, this report provides forecasts of the call
centre market growth in the Greater China area and
Singapore to year 2002 with detailed analysis of growth
trends in each vertical sector of country markets.
WHO SHOULD READ THIS REPORT?
Drawing on Datamonitor's considerable experience and
expertise in researching both vertical markets for call
centre solutions and horizontal applications of call
centers the report is able to clearly identify specific
areas of opportunity for:
Call centre and CTI equipment vendors:
- Understand the requirements of these significant
markets for targeting product and service offerings;
- Utilize information on attitudes to suppliers to improve
the positioning of the products in various vertical
markets;
- Assess current market size and future potential of key
technologies to assist in customer service and aid
strategy-making of market entry and expansion;
- Use the report to help in solutions development by
understanding the requirements of popular horizontal
applications.
Telecommunications service providers:
- Analyze the opportunities emerging from the
development of call centers and understand how to
meet the market needs;
- Pinpoint the issues driving market development and
formulate market entry and expansion strategy.
Call centre end users:
- Benchmark your call centre operations against the
sector and industry average;
- Determine the right solution provider to successfully
provide for your call centre;
- Discover the potential for outsourcing in the market.
System integrators and IT companies:
- Identify the market opportunities and potential, as well
as the different IT requirements, in various vertical
markets for the most important horizontal
application;
- Determine the strategic directions on a targeted
market for implementation.
TRIED & TESTED METHODOLOGY
Datamonitor's Call centre and CTI service employs the
most detailed and rigorous ongoing research program in
this industry. The foundation to the service is the
extensive knowledge and experience built up by a
dedicated team of analysts in Europe, Asia and North
America.
Major events are monitored in each region and
DatamonitorŐs team of high-calibre analysts attend and
frequently speak at major conferences in order to gain an
understanding of the most significant developments and
innovations.
Questionnaires were send out to 30 equipment
suppliers and system integrators in the Greater China
and Singapore markets, while 30 face-to-face or
telephone interviews with managers of vendors, PTOs
and call centre users. This primary research has enabled
Datamonitor to build market models for the growth
pattern of call centre markets in the Greater China area
and Singapore. It also allows for identification of the
market opportunities for call centre solution providers in
the future.
OUR CLIENTS INCLUDE
Alcatel
Ameritech Europe
Andersen Consulting
Appel Elettronica
AT&T
Belgacom
Bell Sygma
Booz Allen & Hamilton
Bosch Telekom
Bridgewater Business
Brite
British Telecom
Broadsystems
Bull Information
Cable and Wireless
Cap Gemini
CMG
Concentronic
Consafe Infotech
CTM Consulting
Cybernetics
Debis
Digital Equipment
Dom Europe
EDS
Ericsson
ETSI
Future Technologies Group
Global One
Gn Netcom
GPT Payphone Systems
Heyde & Partner
Ibermatica
IBM
Inference |
Initiative Software
Intercai
Knowles Electronics
KPMG
Logica
Lucent Technologies
Microsoft Europe
Mitel Telecom
New Telco AG
Nortel Europe
Plantronics International
Proctor Consultancy
PTT Telecom
Racal
Rockwell International
Siemens
Sitel
Smith System Engineering
Sony Europe
Sun Microsystems
Stentor Canadian Network
Management
Syntegra
Syntellect
TAS
Teledata
Teleservice Resource
Teletech UK Ltd
Teleware Ltd
Telia
Thyssen Telecom
Unisys
Viag Interkom
Vicorp Geminus |
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