Table of Contents
TABLE OF CONTENTS
OVERVIEW 1
Catalyst 1
Summary 1
Definitions
2
AGENT POSITIONS 9
Contact Centers and Agent Positions in Brazil
9
In-house and Outsourced Agent Positions in Brazil 11
Agent positions
in Brazil by vertical market 13
Agent positions in Brazil by size-band
15
Agent positions in Brazil by telephony end-point 17
Agent positions
in Brazil by technology location 19
TECHNOLOGY SPENDING 21
Brazil
contact center technology spending by application 21
Brazil contact center
technology spending by vertical 23
Brazil contact center technology
spending by size-band 25
CONTACT CENTER INBOUND HARDWARE TECHNOLOGY
SPENDING 27
Brazil contact center Inbound hardware technology spending by
vertical 27
Brazil contact center Inbound hardware technology spending by
size-band 30
CONTACT CENTER NON-SWITCH SOFTWARE TECHNOLOGY SPENDING 32
Brazil contact center Non-switch software technology spending by vertical
32
Brazil contact center Non-switch software technology spending by
size-band 35
CONTACT CENTER OUTBOUND TECHNOLOGY SPENDING 37
Brazil
contact center Outbound technology spending by vertical 37
Brazil contact
center Outbound technology spending by size-band 39
CONTACT CENTER QUALITY
MONITORING TECHNOLOGY SPENDING 41
Brazil contact center Quality Monitoring
technology spending by vertical 41
Brazil contact center Quality
Monitoring technology spending by size-band 44
CONTACT CENTER SWITCH
DEPENDENT SOFTWARE TECHNOLOGY SPENDING 46
Brazil contact center
Switch-dependent technology spending by vertical 46
Brazil Contact center
Switch-dependent technology spending by size-band 49
CONTACT CENTER
SWITCH-INDEPENDENT TECHNOLOGY SPENDING 51
Brazil contact center
Switch-independent technology spending by vertical 51
Brazil contact
center Switch-independent technology spending by size-band 54
CONTACT
CENTER WORKFORCE MANAGEMENT TECHNOLOGY SPENDING 56
Brazil contact center
Workforce Management technology spending by vertical 56
Brazil contact
center Workforce Management technology spending by size-band 59
APPENDIX
61
Further reading 61
Ask the analyst 61
LIST OF FIGURES
Figure 1: Contact centers and agent positions in Brazil, 2005 -- 2010 9
Figure 2: In house and outsourced agent positions in Brazil, 2005 -- 2010
11
Figure 3: Agent positions in Brazil by vertical market, 2005 & 2010
13
Figure 4: Agent positions in Brazil by size-band, 2005 & 2010 15
Figure 5: Agent positions in Brazil by telephony end-point, 2005 -- 2010
17
Figure 6: Agent positions in Brazil by technology location, 2005 --
2010 19
Figure 7: Brazil contact center technology spending by
application, 2005 -- 2010 21
Figure 8: Brazil contact center technology
spending by vertical market, 2005 & 2010 23
Figure 9: Brazil contact
center technology spending by size-band, 2005 & 2010 25
Figure 10: Brazil
contact center Inbound hardware technology spending by vertical market, 2005 &
2010 27
Figure 11: Brazil contact center Inbound hardware technology
spending by size-band, 2005 & 2010 30
Figure 12: Brazil contact center
Non-switch software technology spending by vertical market, 2005 & 2010
32
Figure 13: Brazil contact center Non-switch software technology
spending by size-band, 2005 & 2010 35
Figure 14: Brazil contact center
Outbound technology spending by vertical market, 2005 & 2010 37
Figure 15:
Brazil contact center Outbound technology spending by size-band, 2005 & 2010
39
Figure 16: Brazil contact center Quality Monitoring technology spending
by vertical market, 2005 & 2010 41
Figure 17: Brazil contact center
Quality Monitoring technology spending by size-band, 2005 & 2010 44
Figure 18: Brazil contact center Switch-dependent technology spending by
vertical market, 2005 & 2010 46
Figure 19: Brazil contact center
Switch-dependent technology spending by size-band, 2005 & 2010 49
Figure
20: Brazil contact center Switch-independent technology spending by vertical
market, 2005 & 2010 51
Figure 21: Brazil contact center
Switch-independent technology spending by size-band, 2005 & 2010 54
Figure 22: Brazil contact center Workforce Management technology spending by
vertical market, 2005 & 2010 56
Figure 23: Brazil contact center
Workforce Management technology spending by size-band, 2005 & 2010 59
LIST OF TABLES
Table 1: Contact Center definitions 2
Table 2:
Contact centers and agent positions in Brazil, 2005 -- 2010 10
Table 3: In
house and outsourced agent positions in Brazil, 2005 -- 2010 12
Table 4:
Agent positions in Brazil by vertical market, 2005 -- 2010 14
Table 5:
Agent positions in Brazil by size-band, 2005 -- 2010 16
Table 6: Agent
positions in Brazil by telephony end-point, 2005 -- 2010 18
Table 7: Agent
positions in Brazil by technology location, 2005 -- 2010 20
Table 8:
Brazil contact center technology spending by application, 2005 -- 2010 22
Table 9: Brazil contact center technology spending by vertical market, 2005 --
2010 24
Table 10: Brazil contact center technology spending by size-band,
2005 -- 2010 26
Table 11: Brazil contact center Inbound hardware
technology spending by vertical market, 2005 -- 2010 28
Table 12: Brazil
contact center Inbound hardware technology spending by size-band, 2005 -- 2010
31
Table 13: Brazil contact center Non-switch software technology spending
by vertical market, 2005 -- 2010 33
Table 14: Brazil contact center
Non-switch software technology spending by size-band, 2005 -- 2010 36
Table 15: Brazil contact center Outbound technology spending by vertical
market, 2005 -- 2010 38
Table 16: Brazil contact center Outbound
technology spending by size-band, 2005 -- 2010 40
Table 17: Brazil contact
center Quality Monitoring technology spending by vertical market, 2005 -- 2010
42
Table 18: Brazil contact center Quality Monitoring technology spending
by size-band, 2005 -- 2010 45
Table 19: Brazil contact center
Switch-dependent technology spending by vertical market, 2005 -- 2010 47
Table 20: Brazil contact center Switch-dependent technology spending by
size-band, 2005 -- 2010 50
Table 21: Brazil contact center
Switch-independent technology spending by vertical market, 2005 -- 2010
52
Table 22: Brazil contact center Switch-independent technology spending
by size-band, 2005 -- 2010 55
Table 23: Brazil contact center Workforce
Management technology spending by vertical market, 2005 -- 2010 57
Table
24: Brazil contact center Workforce Management technology spending by
size-band, 2005 -- 2010 60
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