Contact Center Markets and Technology Databook for Italy

Publication Date	July 2007
Publisher	Datamonitor
Product Type	Report
Pages	55
ISBN Number	not applicable
Product Code	DAT06034

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 Italy
- In-House And Outsourced Agent Positions In Italy
- Agent Positions In Italy By Vertical Market
- Agent Positions In Italy By Size-Band
- Agent Positions In Italy By Telephony End-Point
- Agent Positions In Italy By Technology Location
Technology Spending
- Italy Contact Center Technology Spending By Application
- Italy Contact Center Technology Spending By Vertical
- Italy Contact Center Technology Spending By Size-Band
Contact Center Inbound Hardware Technology Spending
- Italy Contact Center Inbound Hardware Technology Spending By Vertical
- Italy Contact Center Inbound Hardware Technology Spending By Size-Band
Contact Center Non-Switch Software Technology Spending
- Italy Contact Center Non-Switch Software Technology Spending By Vertical
- Italy Contact Center Non-Switch Software Technology Spending By Size-Band
Contact Center Outbound Technology Spending
- Italy Contact Center Outbound Technology Spending By Vertical
- Italy Contact Center Outbound Technology Spending By Size-Band
Contact Center Quality Monitoring Technology Spending
- Italy Contact Center Quality Monitoring Technology Spending By Vertical
- Italy Contact Center Quality Monitoring Technology Spending By Size-Band
Contact Center Switch Dependent Software Technology Spending
- Italy Contact Center Switch-Dependent Technology Spending By Vertical
- Italy Contact Center Switch-Dependent Technology Spending By Size-Band
Contact Center Switch-Independent Technology Spending
- Italy Contact Center Switch-Independent Technology Spending By Vertical
- Italy 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 Italy, 2005 - 2010
- Figure 2: In House And Outsourced Agent Positions In Italy, 2005 - 2010
- Figure 3: Agent Positions In Italy By Vertical Market, 2005 & 2010
- Figure 4: Agent Positions In Italy By Size-Band, 2005 & 2010
- Figure 5: Agent Positions In Italy By Telephony End-Point, 2005 - 2010
- Figure 6: Agent Positions In Italy By Technology Location, 2005 - 2010
- Figure 7: Italy Contact Center Technology Spending By Application, 2005 - 2010
- Figure 8: Italy Contact Center Technology Spending By Vertical Market, 2005 & 2010
- Figure 9: Italy Contact Center Technology Spending By Size-Band, 2005 & 2010
- Figure 10: Italy Contact Center Inbound Hardware Technology Spending By Vertical Market, 2005 & 2010
- Figure 11: Italy Contact Center Inbound Hardware Technology Spending By Size-Band, 2005 & 2010
- Figure 12: Italy Contact Center Non-Switch Software Technology Spending By Vertical Market, 2005 & 2010
- Figure 13: Italy Contact Center Non-Switch Software Technology Spending By Size-Band, 2005 & 2010
- Figure 14: Italy Contact Center Outbound Technology Spending By Vertical Market, 2005 & 2010
- Figure 15: Italy Contact Center Outbound Technology Spending By Size-Band, 2005 & 2010
- Figure 16: Italy Contact Center Quality Monitoring Technology Spending By Vertical Market, 2005 & 2010
- Figure 17: Italy Contact Center Quality Monitoring Technology Spending By Size-Band, 2005 & 2010
- Figure 18: Italy Contact Center Switch-Dependent Technology Spending By Vertical Market, 2005 & 2010
- Figure 19: Italy Contact Center Switch-Dependent Technology Spending By Size-Band, 2005 & 2010
- Figure 20: Italy Contact Center Switch-Independent Technology Spending By Vertical Market, 2005 & 2010
- Figure 21: Italy 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 Italy, 2005 - 2010
- Table 3: In House And Outsourced Agent Positions In Italy, 2005 - 2010
- Table 4: Agent Positions In Italy By Vertical Market, 2005 - 2010
- Table 5: Agent Positions In Italy By Size-Band, 2005 - 2010
- Table 6: Agent Positions In Italy By Telephony End-Point, 2005 - 2010
- Table 7: Agent Positions In Italy By Technology Location, 2005 - 2010
- Table 8: Italy Contact Center Technology Spending By Application, 2005 - 2010
- Table 9: Italy Contact Center Technology Spending By Vertical Market, 2005 - 2010
- Table 10: Italy Contact Center Technology Spending By Size-Band, 2005 - 2010
- Table 11: Italy Contact Center Inbound Hardware Technology Spending By Vertical Market, 2005 - 2010
- Table 12: Italy Contact Center Inbound Hardware Technology Spending By Size-Band, 2005 - 2010
- Table 13: Italy Contact Center Non-Switch Software Technology Spending By Vertical Market, 2005 - 2010
- Table 14: Italy Contact Center Non-Switch Software Technology Spending By Size-Band, 2005 - 2010
- Table 15: Italy Contact Center Outbound Technology Spending By Vertical Market, 2005 - 2010
- Table 16: Italy Contact Center Outbound Technology Spending By Size-Band, 2005 - 2010
- Table 17: Italy Contact Center Quality Monitoring Technology Spending By Vertical Market, 2005 - 2010
- Table 18: Italy Contact Center Quality Monitoring Technology Spending By Size-Band, 2005 - 2010
- Table 19: Italy Contact Center Switch-Dependent Technology Spending By Vertical Market, 2005 - 2010
- Table 20: Italy Contact Center Switch-Dependent Technology Spending By Size-Band, 2005 - 2010
- Table 21: Italy Contact Center Switch-Independent Technology Spending By Vertical Market, 2005 - 2010
- Table 22: Italy Contact Center Switch-Independent Technology Spending By Size-Band, 2005 - 2010