Call Center Growth Strategies

Vendor opportunities in North America and Europe

Publication Date	January 2005
Publisher	Business Insights
Product Type	Report
Pages	148
ISBN Number	not applicable
Product Code	RBI00099

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Summary

The contact center market has seen little consolidation over the last three years, in comparison to most other technology markets, the market has continued to grow and few vendors have suffered in the way that CRM applications vendors have suffered. 'Call Center Growth Strategies: Vendor opportunities in North America and Europe' is a new management report that highlights where profit opportunities exist for call center technology vendors, customer relationship outsourcing providers, CRM and call center hardware and software resellers, consultants and integrators. The global call center market is a diverse market and spending patterns vary widely from region to region. This report details the market by country, call center size and vertical market to allow vendors and resellers to better focus their call center initiatives.

Content

Executive Summary
- Key market drivers
- Call center technologies
- A vertical guide to selling call center technologies
- Opportunities in the EMEA call center market
- Opportunities in the North American call center market
- Call center size bands: big is not always beautiful
Chapter 1 Introduction
- What is this report about
- Who is the target reader
- Definitions
- Agent position (AP)
- Agents
- Call center
- Contact center
- CRM
- Outsourcing
- Private (automatic) branch exchange (PBX)
- Screen popping
- Speech recognition
- Voice over Internet Protocol (VoIP)
- Web-channels
- Web-based self-service
Chapter 2 Key market drivers
- Summary
- Market context
- Off shoring
- Managed and hosted services
- IP migration and distributed environments
- Self-service
- Growth in mid-market
- From hardware to software and open standards
- Multi -channel call centers
- Growth in multi-channel call centers
Chapter 3 Call center technologies
- Summary
- Definitions
- Automatic call distributor (ACD)
- Interactive Voice Response (IVR)
- Computer Telephony Integration (CTI)
- Outbound
- Workforce optimization technologies (WOTs)
- Quality Monitoring (QM)
- Workforce management (WFM)
- eLearning
- Agent analytics
- Market overview
- ACD growth declines in mature markets
- Eastern Europe and MEA offer ACD vendors most promise
- ACD vendors need to locate new opportunities in developing markets
- ACD vendors need to target smaller call centers
- Key issues for ACD vendors
- The effects of IP
- The growth in low-end solutions
- Hosted ACD / call center on demand
- IVR: from call routing to self-service
- IVR spending priorities vary by region
- Rapidly growing verticals pick self-service solutions
- IVR reaches beyond its high-end technology roots
- Key issues for IVR vendors
- Speech recognition and open standards
- Hosting / managed services
- IVR and the broader self-service market
- The self-service / offshore substitution effect
- IVR as part of a broader suite of call center applications
- CTI: an attractive growth market
- Penetration will remain high in developed countries
- Mature verticals continue to dominate CTI investment
- CTI retains high-end focus
- Key issues for CTI vendors
- The growth of the switch-independent routing market
- Do not ignore multimedia applications
- Networked call centers / managed services
- Inherent CTI
- Regulation drives outbound spending
- Greater support for outbound in the US
- Outsourcing provides growth for outbound
- Growth at both ends of the spectrum
- Key issues for vendors
- Increasing regulation - especially in the US
- Increasing offshore spending
- Growth in proactive service
- Workforce optimization (WOTs)
- Agent analytics the fastest growing sector within WOTs
- Targeting vertical sectors
- WOTs solutions merging
- Key issues for vendors
- Integration is key
- Leverage experience in setting KPIs
- Present clients with a 'deployment roadmap'
- Partnerships are key to successful participation in the market
- Consider alternative sources of revenue
- Sell call center experience
- Show demonstrable ROI benefit
Chapter 4 A vertical guide to selling call center technologies
- Summary
- Introduction
- Heavyweight spenders
- Key growth sectors for call center technologies
- Vertical Insight
- Communications
- Definition
- State of play
- Opportunities for vendors
- What communications call centers will buy
- Distribution and wholesale
- Definition
- State of play
- Opportunities for vendors
- What distribution and wholesale call centers will buy
- Entertainment, media and leisure
- Definition
- State of play
- Opportunities for vendors
- What entertainment call centers will buy
- Financial services
- Definition
- State of play
- Opportunities for vendors
- What financial services call centers will buy
- Healthcare and pharmaceuticals
- Definition
- State of play
- Opportunities for vendors
- What healthcare and pharmaceutical call centers will buy
- Manufacturing
- Definition
- State of play
- Opportunities for vendors
- What manufacturing call centers will buy
- Outsourcing
- Definition
- State of play
- Opportunities for vendors
- What outsourcers will buy
- Public sector
- Definition
- State of play
- Opportunities for vendors
- What government call centers will buy
- Retail
- Definition
- State of play
- Opportunities for vendors
- What retail call centers will buy
- Technology
- Definition
- State of play
- Opportunities for vendors
- What technology call centers will buy
- Travel and tourism
- Definition
- State of play
- Opportunities for vendors
- What travel and tourism call centers will buy
- Utilities
- Definition
- State of play
- Opportunities for vendors
- What utilities call centers will buy
Chapter 5 Opportunities in the EMEA call center market
- Summary
- Introduction
- Segmenting the market
- Implications for vendors
- Country insight
- France
- Germany
- Italy
- Netherlands
- Spain
- UK
- The Nordics
- Rest of Western Europe
- Eastern Europe
- Middle East and Africa
Chapter 6 Opportunities in the North American call center market
- Summary
- Introduction
- US call center market
- Regional distribution
- Canadian call center market
- Regional distribution
- Implications for vendors
Chapter 7 Call center size bands: big is not always beautiful
- Summary
- Global overview
- Implications for vendors
- Call center size bands in EMEA
- Country insight
- France
- Germany
- Italy
- Netherlands
- Spain
- UK
- Nordics
- Rest of Western Europe
- Eastern Europe
- Call center size bands in North America
- American size band distribution
- Canadian size band distribution
Chapter 8 Key vendors in the call center market
- Strategic recommendations
- Call center technology vendors
- Outsourcing providers
- Resellers and system integrators
- Competitive strengths of call center technology vendors
- Vendor strength by technology
- Vendor strength by region
- Vendor strength by size band
- The WOTs market
- Quality Monitoring
- ASC
- Envision
- NICE
- Verint
- Witness
- Workforce Management
- Aspect
- Blue Pumpkin
- Genesys
- IEX
- Teleopti
- Q-MAX
- Agent Analytics
- AIM
- Dictaphone CRS
- Merced Systems
- Performix
- eLearning
- Knowlagent
List of Figures
- Figure 3.1: Global contact center technology product revenues by technology
- Figure 3.2: The building blocks of WOTs
- Figure 4.3: Call centers in EMEA segmented by vertical market, 2003 & 2008
- Figure 5.4: Call centers and agent positions in EMEA, 2003 - 2008
- Figure 5.5: The EMEA call center universe
- Figure 6.6: North American call center and AP growth, 2003 - 2008
- Figure 7.7: Call centers in EMEA segmented by call center size, 2003 and 2008
- Figure 7.8: American size band distribution of APs (000s), 2003
- Figure 7.9: Canadian size band distribution of call centers, 2003
List of Tables
- Table 3.1: Global ACD product revenues by technology
- Table 4.2: North American vertical market distribution (000s), 2003 & 2008
- Table 6.3: Canadian call centers and APs (000s), 2003 - 2008
- Table 8.4: Competitive strengths by technology
- Table 8.5: Competitive strengths by region
- Table 8.6: Competitive strengths by size band