Table of Contents
TABLE OF CONTENTS
OVERVIEW 1
Catalyst 1
Summary 1
Definitions
2
AGENT POSITIONS 9
Contact centers and Agent Positions in USA 9
In-house and Outsourced Agent Positions in USA 11
Agent positions in USA
by vertical market 13
Agent positions in USA by size-band 15
Agent
positions in USA by telephony end-point 17
Agent positions in USA by
technology location 19
TECHNOLOGY SPENDING 21
USA contact center
technology spending by application 21
USA contact center technology
spending by vertical 23
USA contact center technology spending by
size-band 25
CONTACT CENTER INBOUND HARDWARE TECHNOLOGY SPENDING 27
USA contact center Inbound hardware technology spending by vertical 27
USA
contact center Inbound hardware technology spending by size-band 30
CONTACT CENTER NON-SWITCH SOFTWARE TECHNOLOGY SPENDING 32
USA contact
center Non-switch software technology spending by vertical 32
USA contact
center Non-switch software technology spending by size-band 35
CONTACT
CENTER OUTBOUND TECHNOLOGY SPENDING 37
USA contact center Outbound
technology spending by vertical 37
USA contact center Outbound technology
spending by size-band 39
CONTACT CENTER QUALITY MONITORING TECHNOLOGY
SPENDING 41
USA contact center Quality Monitoring technology spending by
vertical 41
USA Contact center Quality Monitoring technology spending by
size-band 44
CONTACT CENTER SWITCH DEPENDENT SOFTWARE TECHNOLOGY SPENDING
46
USA contact center Switch-dependent technology spending by vertical
46
USA Contact center Switch-dependent technology spending by size-band
49
CONTACT CENTER SWITCH-INDEPENDENT TECHNOLOGY SPENDING 51
USA
contact center Switch-independent technology spending by vertical 51
USA
contact center Switch-independent technology spending by size-band 54
APPENDIX 56
Further reading 56
Ask the analyst 56
LIST OF
FIGURES
Figure 1: Contact centers and agent positions in USA, 2005 -- 2010
9
Figure 2: In house and outsourced agent positions in USA, 2005 -- 2010
11
Figure 3: Agent positions in USA by vertical market, 2005 & 2010 13
Figure 4: Agent positions in USA by size-band, 2005 & 2010 15
Figure 5:
Agent positions in USA by telephony end-point, 2005 -- 2010 17
Figure 6:
Agent positions in USA by technology location, 2005 -- 2010 19
Figure 7:
USA contact center technology spending by application, 2005 -- 2010 21
Figure 8: USA contact center technology spending by vertical market, 2005 &
2010 23
Figure 9: USA contact center technology spending by size-band,
2005 & 2010 25
Figure 10: USA contact center Inbound hardware technology
spending by vertical market, 2005 & 2010 27
Figure 11: USA contact center
Inbound hardware technology spending by size-band, 2005 & 2010 30
Figure
12: USA contact center Non-switch software technology spending by vertical
market, 2005 & 2010 32
Figure 13: USA contact center Non-switch software
technology spending by size-band, 2005 & 2010 35
Figure 14: USA contact
center Outbound technology spending by vertical market, 2005 & 2010 37
Figure 15: USA contact center Outbound technology spending by size-band, 2005
& 2010 39
Figure 16: USA contact center Quality Monitoring technology
spending by vertical market, 2005 & 2010 41
Figure 17: USA contact center
Quality Monitoring technology spending by size-band, 2005 & 2010 44
Figure
18: USA contact center Switch-dependent technology spending by vertical
market, 2005 & 2010 46
Figure 19: USA Contact center Switch-dependent
technology spending by size-band, 2005 & 2010 49
Figure 20: USA contact
center Switch-independent technology spending by vertical market, 2005 & 2010
51
Figure 21: USA contact center Switch-independent technology spending by
size-band, 2005 & 2010 54
LIST OF TABLES
Table 1: Contact Center
definitions 2
Table 2: Contact centers and agent positions in USA, 2005 --
2010 10
Table 3: In house and outsourced agent positions in USA, 2005 --
2010 12
Table 4: Agent positions in USA by vertical market, 2005 -- 2010
14
Table 5: Agent positions in USA by size-band, 2005 -- 2010 16
Table
6: Agent positions in USA by telephony end-point, 2005 -- 2010 18
Table 7:
Agent positions in USA by technology location, 2005 -- 2010 20
Table 8:
USA contact center technology spending by application, 2005 -- 2010 22
Table 9: USA contact center technology spending by vertical market, 2005 --
2010 24
Table 10: USA contact center technology spending by size-band,
2005 -- 2010 26
Table 11: USA contact center Inbound hardware technology
spending by vertical market, 2005 -- 2010 28
Table 12: USA contact center
Inbound hardware technology spending by size-band, 2005 -- 2010 31
Table
13: USA contact center Non-switch software technology spending by vertical
market, 2005 -- 2010 33
Table 14: USA contact center Non-switch software
technology spending by size-band, 2005 -- 2010 36
Table 15: USA contact
center Outbound technology spending by vertical market, 2005 -- 2010 38
Table 16: USA contact center Outbound technology spending by size-band, 2005
-- 2010 40
Table 17: USA contact center Quality Monitoring technology
spending by vertical market, 2005 -- 2010 42
Table 18: USA contact center
Quality Monitoring technology spending by size-band, 2005 -- 2010 45
Table
19: USA contact center Switch-dependent technology spending by vertical
market, 2005 -- 2010 47
Table 20: USA Contact center Switch-dependent
technology spending by size-band, 2005 -- 2010 50
Table 21: USA contact
center Switch-independent technology spending by vertical market, 2005 -- 2010
52
Table 22: USA contact center Switch-independent technology spending by
size-band, 2005 -- 2010 55
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