Call Centers in Greater China and Singapore 1998-2002

0.0 EXECUTIVE SUMMARY

0.1 MARKET OVERVIEW
0.2 MARKET MATURITY
0.3 FORECASTS
0.4 CHINA
0.5 HONG KONG
0.6 TAIWAN
0.7 SINGAPORE

1.0 INTRODUCTION

1.1 OBJECTIVES AND SCOPE OF THE REPORT
1.2 DEFINITIONS AND METHODOLOGY
• Key definitions
• Methodology
1.3 REPORT STRUCTURE

2.0 CALL CENTRE TECHNOLOGIES

2.1 CALL CENTRE TECHNOLOGIES
• The emergence of outbound and blended call centers
• Technology adding value to customer interaction
• Automatic call distribution (ACD)
• CTI and related technologies
• Caller identification
• Scripting
• Screen popping
• Call blending
• Predictive dialling
• Interactive voice response
2.2 WEB TECHNOLOGY INTEGRATION
• Introduction
• Internet/call centre interaction

3.0 KEY ISSUES

3.1 EMERGING TELECULTURE
• Telecommunication revolution in the region
• Increasing acceptance of call centers
• Perceptions of call centers in the region
3.2 CALL CENTRE MARKET MATURITY
• Market penetration
• Vertical market development
• Horizontal applications
• Sophistication of call centre technology
• Impact of the current financial crisis in the region
3.3 CALL CENTERS IN GOVERNMENT
• Call centre solution for government efficiency
• OneCall project in Singapore
3.4 CALL CENTRE REGIONALIZATION
• Increasing demand for call centre regionalization
• Hong Kong
• Singapore
• Melbourne

4.0 MARKET OVERVIEW

4.1 TOTAL CALL CENTRE MARKET
4.2 TELEPHONE MARKETS
• Total telephone market and growth
• Fixed-line telephony market by country
• Cellular market size by country
4.3 TOTAL CALL CENTRE MARKET BY COUNTRY
4.4 VERTICAL MARKETS
• Total market
• Total market by country
4.5 HORIZONTAL APPLICATIONS
• Total market
• Total market by country

5.0 FORECASTS

5.1 TOTAL MARKET TO 2002
5.2 VERTICAL MARKETS
5.3 HORIZONTAL APPLICATIONS
• Total market
• Total market by country

6.0 CHINA

6.1 COUNTRY OVERVIEW
• Fast expansion of the Chinese economy
• Fundamental dynamics of the country
6.2 TELECOMMUNICATIONS MARKET
• Introduction
• Regulatory framework and liberalization
• Market size and penetration
• Telecom services
• Profile of major service operators
6.3 CALL CENTRE MARKET
• Introduction
• Market size
• Vertical markets
• Horizontal applications

7.0 HONG KONG

7.1 COUNTRY OVERVIEW
7.2 TELECOMMUNICATIONS MARKET
• Basic network services
• Regulatory framework and liberalization
• Profiles of major service operators
7.3 CALL CENTRE MARKET
• Introduction
• Market size
• Vertical markets
• Horizontal applications

8.0 TAIWAN

8.1 COUNTRY OVERVIEW
8.2 TELECOMMUNICATIONS MARKET
• Basic network services
• Regulatory framework and liberalization
• Profiles of major service operators

9.0 SINGAPORE

9.1 COUNTRY OVERVIEW
9.2 TELECOMMUNICATIONS MARKET
• Basic network services
• Regulatory framework and liberalization
• Profiles of major service operator
9.3 CALL CENTRE MARKET
• Introduction
• Market size
• Vertical markets
• Horizontal applications