Contact Center Markets and Technologies Databook for USA
| Publication Date | July 2007 |
|---|---|
| Publisher | Datamonitor |
| Product Type | Report |
| Pages | 56 |
| ISBN Number | not applicable |
| Product Code | DAT06032 |
Price
£695.00
approximately: $1,365 | €883
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 USA
- In-House And Outsourced Agent Positions In USA
- Agent Positions In USA By Vertical Market
- Agent Positions In USA By Size-Band
- Agent Positions In USA By Telephony End-Point
- Agent Positions In USA By Technology Location
- Technology Spending
- USA Contact Center Technology Spending By Application
- USA Contact Center Technology Spending By Vertical
- USA Contact Center Technology Spending By Size-Band
- Contact Center Inbound Hardware Technology Spending
- USA Contact Center Inbound Hardware Technology Spending By Vertical
- USA Contact Center Inbound Hardware Technology Spending By Size-Band
- Contact Center Non-Switch Software Technology Spending
- USA Contact Center Non-Switch Software Technology Spending By Vertical
- USA Contact Center Non-Switch Software Technology Spending By Size-Band
- Contact Center Outbound Technology Spending
- USA Contact Center Outbound Technology Spending By Vertical
- USA Contact Center Outbound Technology Spending By Size-Band
- Contact Center Quality Monitoring Technology Spending
- USA Contact Center Quality Monitoring Technology Spending By Vertical
- USA Contact Center Quality Monitoring Technology Spending By Size-Band
- Contact Center Switch Dependent Software Technology Spending
- USA Contact Center Switch-Dependent Technology Spending By Vertical
- USA Contact Center Switch-Dependent Technology Spending By Size-Band
- Contact Center Switch-Independent Technology Spending
- USA Contact Center Switch-Independent Technology Spending By Vertical
- USA Contact Center Switch-Independent Technology Spending By Size-Band
- Appendix
- Further Reading
- Ask The Analyst
- List Of Figures
- Figure 1: Contact Centers And Agent Positions In USA, 2005 - 2010
- Figure 2: In House And Outsourced Agent Positions In USA, 2005 - 2010
- Figure 3: Agent Positions In USA By Vertical Market, 2005 & 2010
- Figure 4: Agent Positions In USA By Size-Band, 2005 & 2010
- Figure 5: Agent Positions In USA By Telephony End-Point, 2005 - 2010
- Figure 6: Agent Positions In USA By Technology Location, 2005 - 2010
- Figure 7: USA Contact Center Technology Spending By Application, 2005 - 2010
- Figure 8: USA Contact Center Technology Spending By Vertical Market, 2005 & 2010
- Figure 9: USA Contact Center Technology Spending By Size-Band, 2005 & 2010
- Figure 10: USA Contact Center Inbound Hardware Technology Spending By Vertical Market, 2005 & 2010
- Figure 11: USA Contact Center Inbound Hardware Technology Spending By Size-Band, 2005 & 2010
- Figure 12: USA Contact Center Non-Switch Software Technology Spending By Vertical Market, 2005 & 2010
- Figure 13: USA Contact Center Non-Switch Software Technology Spending By Size-Band, 2005 & 2010
- Figure 14: USA Contact Center Outbound Technology Spending By Vertical Market, 2005 & 2010
- Figure 15: USA Contact Center Outbound Technology Spending By Size-Band, 2005 & 2010
- Figure 16: USA Contact Center Quality Monitoring Technology Spending By Vertical Market, 2005 & 2010
- Figure 17: USA Contact Center Quality Monitoring Technology Spending By Size-Band, 2005 & 2010
- Figure 18: USA Contact Center Switch-Dependent Technology Spending By Vertical Market, 2005 & 2010
- Figure 19: USA Contact Center Switch-Dependent Technology Spending By Size-Band, 2005 & 2010
- Figure 20: USA Contact Center Switch-Independent Technology Spending By Vertical Market, 2005 & 2010
- Figure 21: USA Contact Center Switch-Independent Technology Spending By Size-Band, 2005 & 2010
- List Of Tables
- Table 1: Contact Center Definitions
- Table 2: Contact Centers And Agent Positions In USA, 2005 - 2010
- Table 3: In House And Outsourced Agent Positions In USA, 2005 - 2010
- Table 4: Agent Positions In USA By Vertical Market, 2005 - 2010
- Table 5: Agent Positions In USA By Size-Band, 2005 - 2010
- Table 6: Agent Positions In USA By Telephony End-Point, 2005 - 2010
- Table 7: Agent Positions In USA By Technology Location, 2005 - 2010
- Table 8: USA Contact Center Technology Spending By Application, 2005 - 2010
- Table 9: USA Contact Center Technology Spending By Vertical Market, 2005 - 2010
- Table 10: USA Contact Center Technology Spending By Size-Band, 2005 - 2010
- Table 11: USA Contact Center Inbound Hardware Technology Spending By Vertical Market, 2005 - 2010
- Table 12: USA Contact Center Inbound Hardware Technology Spending By Size-Band, 2005 - 2010
- Table 13: USA Contact Center Non-Switch Software Technology Spending By Vertical Market, 2005 - 2010
- Table 14: USA Contact Center Non-Switch Software Technology Spending By Size-Band, 2005 - 2010
- Table 15: USA Contact Center Outbound Technology Spending By Vertical Market, 2005 - 2010
- Table 16: USA Contact Center Outbound Technology Spending By Size-Band, 2005 - 2010
- Table 17: USA Contact Center Quality Monitoring Technology Spending By Vertical Market, 2005 - 2010
- Table 18: USA Contact Center Quality Monitoring Technology Spending By Size-Band, 2005 - 2010
- Table 19: USA Contact Center Switch-Dependent Technology Spending By Vertical Market, 2005 - 2010
- Table 20: USA Contact Center Switch-Dependent Technology Spending By Size-Band, 2005 - 2010
- Table 21: USA Contact Center Switch-Independent Technology Spending By Vertical Market, 2005 - 2010
- Table 22: USA Contact Center Switch-Independent Technology Spending By Size-Band, 2005 - 2010
About this Product
Delivery Details
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