Contact Center Markets and Technologies Databook for Nordics

Publication Date	July 2007
Publisher	Datamonitor
Product Type	Report
Pages	61
ISBN Number	not applicable
Product Code	DAT06028

Price

£695.00
approximately: $1,365 | €883

PDF

PRINT £745 ($1,464 | €947)

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Summary

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.

Content

Overview
Catalyst
- Summary
- Definitions
Agent Positions
- Contact Centers And Agent Positions In Nordics
- In-House And Outsourced Agent Positions In Nordics
- Agent Positions In Nordics By Vertical Market
- Agent Positions In Nordics By Size-Band
- Agent Positions In Nordics By Telephony End-Point
- Agent Positions In Nordics By Technology Location
Technology Spending
- Nordics Contact Center Technology Spending By Application
- Nordics Contact Center Technology Spending By Vertical
- Nordics Contact Center Technology Spending By Size-Band
Contact Center Inbound Hardware Technology Spending
- Nordics Contact Center Inbound Hardware Technology Spending By Vertical
- Nordics Contact Center Inbound Hardware Technology Spending By Size-Band
Contact Center Non-Switch Software Technology Spending
- Nordics Contact Center Non-Switch Software Technology Spending By Vertical
- Nordics Contact Center Non-Switch Software Technology Spending By Size-Band
Contact Center Outbound Technology Spending
- Nordics Contact Center Outbound Technology Spending By Vertical
- Nordics Contact Center Outbound Technology Spending By Size-Band
Contact Center Quality Monitoring Technology Spending
- Nordics Contact Center Quality Monitoring Technology Spending By Vertical
- Nordics Contact Center Quality Monitoring Technology Spending By Size-Band
Contact Center Switch Dependent Software Technology Spending
- Nordics Contact Center Switch-Dependent Technology Spending By Vertical
- Nordics Contact Center Switch-Dependent Technology Spending By Size-Band
Contact Center Switch-Independent Technology Spending
- Nordics Contact Center Switch-Independent Technology Spending By Vertical
- Nordics Contact Center Switch-Independent Technology Spending By Size-Band
Contact Center Workforce Management Technology Spending
- Nordics Contact Center Workforce Management Technology Spending By Vertical
- Nordics Contact Center Workforce Management Technology Spending By Size-Band
Appendix
- Further Reading
- Ask The Analyst
List Of Figures
- Figure 1: Contact Centers And Agent Positions In Nordics, 2005 - 2010
- Figure 2: In House And Outsourced Agent Positions In Nordics, 2005 - 2010
- Figure 3: Agent Positions In Nordics By Vertical Market, 2005 & 2010
- Figure 4: Agent Positions In Nordics By Size-Band, 2005 & 2010
- Figure 5: Agent Positions In Nordics By Telephony End-Point, 2005 - 2010
- Figure 6: Agent Positions In Nordics By Technology Location, 2005 - 2010
- Figure 7: Nordics Contact Center Technology Spending By Application, 2005 - 2010
- Figure 8: Nordics Contact Center Technology Spending By Vertical Market, 2005 & 2010
- Figure 9: Nordics Contact Center Technology Spending By Size-Band, 2005 & 2010
- Figure 10: Nordics Contact Center Inbound Hardware Technology Spending By Vertical Market, 2005 & 2010
- Figure 11: Nordics Contact Center Inbound Hardware Technology Spending By Size-Band, 2005 & 2010
- Figure 12: Nordics Contact Center Non-Switch Software Technology Spending By Vertical Market, 2005 & 2010
- Figure 13: Nordics Contact Center Non-Switch Software Technology Spending By Size-Band, 2005 & 2010
- Figure 14: Nordics Contact Center Outbound Technology Spending By Vertical Market, 2005 & 2010
- Figure 15: Nordics Contact Center Outbound Technology Spending By Size-Band, 2005 & 2010
- Figure 16: Nordics Contact Center Quality Monitoring Technology Spending By Vertical Market, 2005 & 2010
- Figure 17: Nordics Contact Center Quality Monitoring Technology Spending By Size-Band, 2005 & 2010
- Figure 18: Nordics Contact Center Switch-Dependent Technology Spending By Vertical Market, 2005 & 2010
- Figure 19: Nordics Contact Center Switch-Dependent Technology Spending By Size-Band, 2005 & 2010
- Figure 20: Nordics Contact Center Switch-Independent Technology Spending By Vertical Market, 2005 & 2010
- Figure 21: Nordics Contact Center Switch-Independent Technology Spending By Size-Band, 2005 & 2010
- Figure 22: Nordics Contact Center Workforce Management Technology Spending By Vertical Market, 2005 & 2010
- Figure 23: Nordics Contact Center Workforce Management Technology Spending By Size-Band, 2005 & 2010
List Of Tables
- Table 1: Contact Center Definitions
- Table 2: Contact Centers And Agent Positions In Nordics, 2005 - 2010
- Table 3: In House And Outsourced Agent Positions In Nordics, 2005 - 2010
- Table 4: Agent Positions In Nordics By Vertical Market, 2005 - 2010
- Table 5: Agent Positions In Nordics By Size-Band, 2005 - 2010
- Table 6: Agent Positions In Nordics By Telephony End-Point, 2005 - 2010
- Table 7: Agent Positions In Nordics By Technology Location, 2005 - 2010
- Table 8: Nordics Contact Center Technology Spending By Application, 2005 - 2010
- Table 9: Nordics Contact Center Technology Spending By Vertical Market, 2005 - 2010
- Table 10: Nordics Contact Center Technology Spending By Size-Band, 2005 - 2010
- Table 11: Nordics Contact Center Inbound Hardware Technology Spending By Vertical Market, 2005 - 2010
- Table 12: Nordics Contact Center Inbound Hardware Technology Spending By Size-Band, 2005 - 2010
- Table 13: Nordics Contact Center Non-Switch Software Technology Spending By Vertical Market, 2005 - 2010
- Table 14: Nordics Contact Center Non-Switch Software Technology Spending By Size-Band, 2005 - 2010
- Table 15: Nordics Contact Center Outbound Technology Spending By Vertical Market, 2005 - 2010
- Table 16: Nordics Contact Center Outbound Technology Spending By Size-Band, 2005 - 2010
- Table 17: Nordics Contact Center Quality Monitoring Technology Spending By Vertical Market, 2005 - 2010
- Table 18: Nordics Contact Center Quality Monitoring Technology Spending By Size-Band, 2005 - 2010
- Table 19: Nordics Contact Center Switch-Dependent Technology Spending By Vertical Market, 2005 - 2010
- Table 20: Nordics Contact Center Switch-Dependent Technology Spending By Size-Band, 2005 - 2010
- Table 21: Nordics Contact Center Switch-Independent Technology Spending By Vertical Market, 2005 - 2010
- Table 22: Nordics Contact Center Switch-Independent Technology Spending By Size-Band, 2005 - 2010
- Table 23: Nordics Contact Center Workforce Management Technology Spending By Vertical Market, 2005 - 2010
- Table 24: Nordics Contact Center Workforce Management Technology Spending By Size-Band, 2005 - 2010