Abstract
Introduction
The databook is a detailed information resource covering current and forecast
contact center market data. The market is sized both in terms of agent
positions and technology spending, and the data is segmented by vertical
market, in-house/outsourced, size-band, type of technology, IP/TDM, and
hosted/CPE.
Scope
All market forecasts are from 2005 to 2010 inclusive. All agent position and
technology spending data is segmented by size-band and vertical market.
Spending data for inbound routing hardware and software, outbound and
workforce management.
Highlights
Overall domestic agent position growth is slowing or declining in North
America and Western Europe. Technology and business changes - including IP
telephony, virtualization, managed and hosted services, workforce optimization
technologies, SME growth, and public sector spending are driving increased
investment. Consequently technology spending will continue to rise, but
learning exactly how to tap into it will be more critical than ever.
Reasons to Purchase
Gain insight into key contact center growth patterns. Understand evolving
contact center technology investment and adoption. Identify the fastest
growing vertical markets for contact center technology and services.
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