41 reports

Call Centres UK Industry report

450 pages • By Plimsoll Publishing Ltd UK

Plimsoll’s Call Centres (UK) analysis is the most definitive and accurate study of the Call Centres (UK) sector in 2015.The report is split into two sections and uses both a written and graphical analysis – analysing the 186 largest Call Centres (UK) companies. The Call Centres (UK) report contains the most-up-to-date financial...

438 634 394
Jul 2015

Worldwide Contact Center Infrastructure and Software Forecast 2014-2018 and 2013 Vendor Shares

27 pages • By IDC

This IDC study examines the worldwide contact center infrastructure and software (CCIS) market for 2013; it also includes a five-year growth forecast for 2014-2018, as well as an overview of the trends and forecast assumptions for the period. It covers the Americas, Asia/Pacific, and EMEA."The contact center infrastructure and software...

3 600 4 500 2 880
Jun 2015

EMEA Contact Center Infrastructure and Software 2014-2018 Forecast and 2013 Vendor Shares

29 pages • By IDC

This IDC study examines the EMEA CCIS market for 2013, including a five-year growth forecast for 2014-2018 supported by a description of trends and forecast assumptions for the period. For EMEA, the subregions covered are Western Europe, Central and Eastern Europe (CEE), as well as Middle East and Africa (MEA)."The contact center...

3 600 4 500 2 880
Jun 2015

Cloud Contact Center Services Profile: Prosodie

12 pages • By IDC

This IDC Vendor Profile highlights Prosodie-Capgemini's cloud contact center offerings and capabilities.

2 800 3 500 2 240
May 2015

U.S. Hosted and Cloud Contact Center Services 2015-2019 Forecast: The Impact of Consumer Expectations

31 pages • By IDC

This IDC study provides IDC's forecast for the hosted and on-demand (cloud) contact center services market for 2015-2019. This study highlights key assumptions and drivers that are creating changes and driving growth in this market. IDC expects that U.S. spending on hosted contact center services was $1.1 billion in 2014 and will increase...

3 600 4 500 2 880
May 2015

2015 EMEA Hosted/Cloud Contact Center Buyers Guide

77 pages • By Frost & Sullivan

ScopeThe market for hosted and cloud contact centers has rapidly taken off, surpassing that of contact center systems revenue. Narrowing the list of vendors to investigate can be time-consuming. The purpose of this Buyers Guide is to provide enterprise organizations with a fundamental assessment of hosted/cloud contact center...

8 000 10 000 6 400
Apr 2015

Leveraging the Contact Center as the Touch Point for Customer Insights and Engagement

6 pages • By IDC

This IDC study summarizes some of the key discussions from the recent Contact Centers Executive Roundtable. The attendees included senior IT executives and senior line-of-business (LOB) managers from a number of industries including insurance, finance, wholesale, retail, government, and travel. This was a mixed group of CIOs and IT and...

2 800 3 500 2 240
Apr 2015

Cloud Contact Center Services Profile: LiveOps

5 pages • By IDC

This IDC Vendor Profile highlights LiveOps' cloud contact center offerings and capabilities.

2 800 3 500 2 240
Apr 2015

Telemarketing & Call Centers in the US - Industry Market Research Report

35 pages • By Ibisworld

Telemarketing & Call Centers in the USOver the past five years, the economic recession and overseas outsourcing have hurt demand for US-based telemarketing companies, causing revenue to slow in line with low demand. Increased outsourcing to international businesses and strict domestic regulations have also stung the industry....

816 1 020 653
Mar 2015

Call Centres in the UK - Industry Market Research Report

26 pages • By Ibisworld

Call Centres in the UKCall centres provide in- and outbound telecommunication services to improve client relations, provide technical assistance, market goods or conduct opinion polls. The industry only includes outsourced work.This report covers the scope, size, disposition and growth of the industry...

640 800 512
Mar 2015

Japan Unified Communications and Collaborative Application System Enterprise User Survey 2014

64 pages • By IDC

This IDC study, which is the translation of the document IDC #J15440101, analyzes the usage trends of unified communications and collaborations (UC&C) among Japan enterprise users based on the findings from IDC's 2014 Enterprise Collaboration User Survey, conducted in July 2014. This study presents an analysis on usage...

4 000 5 000 3 200
Mar 2015

Hosted Contact Center Services Profile: West Corp.

5 pages • By IDC

This IDC Vendor Profile highlights West Corp.'s hosted contact center offerings and capabilities.

2 800 3 500 2 240
Mar 2015

Vendor and Sourcing Management: Developing Key Performance Indicators for Contact Centers

8 pages • By IDC

This IDC study is designed for LOB executives to enable them to maximize the effectiveness of contact center investments and create solutions that are aligned with their organization's business strategy. This study discusses the transformation of key performance indicators (KPIs) as they increase from operational to strategic importance....

3 200 4 000 2 560
Feb 2015

Telemarketing Bureaus and Other Contact Centers Industry in the U.S. - Market Research Report

17 pages • By Kentley Insights

Telemarketing Bureaus and Other Contact Centers Industry in the United States - Market ReportKENTLEY INDUSTRY INSIGHTS MARKET REPORTThis Market Report is an in-depth evaluation of the Telemarketing Bureaus and Other Contact Centers Industry in the United States. Kentley Insights’ Market Reports are based on billions...

239 299 191
Feb 2015

Mitel Reveals Plans for a Consolidating Industry

4 pages • By IDC

This IDC Flash discusses our key takeaways from the Mitel Industry Analyst Event, 2014, which was held November 12-14 at the company's new corporate headquarters for the Americas, in Plano, Texas. Among other topics presented, Mitel provided an update for industry analysts on its bid to acquire ShoreTel, key Mitel product portfolio differentiators,...

1 200 1 500 960
Dec 2014

Other Business Services in Germany: ISIC 7499

24 pages • By Euromonitor International

Euromonitor International's Industrial reports provide a 360 degree view of an industry. The Industrial market report offers a comprehensive guide to the size and shape of the Other Business Services market at a national level. It provides the latest retail sales data, allowing you to identify the sectors driving growth. It identifies the...

530 657 429
Nov 2014

2014 North American Contact Center Systems Buyer's Guide

72 pages • By Frost & Sullivan

PurposeThis study is divided into two sections:Section 1 provides analyst commentary on the most important market forces affecting contact center system trends for 2014. This is based on extensive primary and secondary research. Given the maturity of the North American market, Frost & Sullivan expects these trends to extend...

8 000 10 000 6 400
Nov 2014

Analysis of the EMEA Hosted Contact Centre Services Market : Multi-channel Interface Solutions Help Tackle Business Needs to Improve Customer Experience

73 pages • By Frost & Sullivan

Key Findings•Despite many economic challenges, a steady increase is being witnessed in the adoption of hosted contact centre services in the EMEA market.•In 2013, the market was valued at $ xx million, with a projected compound annual growth rate (CAGR) of xx % from 2013 to 2019. The increase in demand for flexibility,...

4 800 6 000 3 840
Nov 2014

The SpatialBuzz

9 pages • By Analysys Mason

SpatialBuzz is a UK-based start-up that is using analytics and cloud technology to improve customer experience and help improve customer support.

799 999 639
Oct 2014

Customer Engagement in Healthcare in Europe and North America

115 pages • By Frost & Sullivan

Healthcare VerticalResearch Background and ObjectivesThis research service is part of a series of survey-based studies that look at the current and future adoption of various customer contact strategies, enabling technologies, and services. The survey data and insights allow contact center organizations to better...

10 000 12 500 8 000
Oct 2014

Worldwide Contact Center Applications 2013 Vendor Shares

7 pages • By IDC

This IDC study examines the contact center applications market for the period from 2011 to 2013. Revenue and market share of the leading vendors are provided for 2013."The contact center environment represents one of the most important tactical execution areas of an organization's strategic efforts around customer experience," says...

2 400 3 000 1 920
Aug 2014

Cloud Based Contact Center Market by Solution (IVR, ACD, CTI, APO, Dialers, Analytics & Reporting), & by Application (Chat Quality Monitoring, Real Time Decision Making, Work Force Optimization) – Worldwide Forecasts and Analysis (2014 – 2019)

130 pages • By MarketsandMarkets

The cloud based contact center market analysis consists of various types of solution, service, application, vertical, and region. The overall market size is found by adding up the market size of each solution and service such as training, consulting and system integration service and support and maintenance service.In cloud based contact...

3 720 4 650 2 976
Aug 2014

Interactive Intelligence Prepares for Unified Communications and Contact Centre in the Public Cloud

4 pages • By IDC

This IDC Flash reports that Interactive Intelligence (ININ) has announced PureCloud (a suite of cloud-based services for communications, collaboration, and customer engagement) with the full launch planned for the United States in 4Q14 and in 1Q15 for Australia. PureCloud provides unlimited scalability, quick implementation, and...

1 200 1 500 960
Jul 2014

Global Call Centers Industry

437 pages • By Global Industry Analysts

This report analyzes the worldwide markets for Call Centers in US$ Million by the following Types: In-House, and Outsourced. The report provides separate comprehensive analytics for the US, Canada, Japan, Europe, Asia-Pacific, Latin America, and Rest of World. Annual estimates and forecasts are provided for the period 2013 through 2020. Also,...

3 960 4 950 3 168
Jul 2014

Enterprise Priorities in North America: Cloud Contact Center Solutions

46 pages • By Frost & Sullivan

Cloud Contact Center SolutionsThe main objective of this research service was to investigate the current use and future adaptation of cloud solutions in North American contact centers. Currently, about 50% of the contact centers in North America use hosted or cloud solutions, and that percentage is expected to reach more than...

8 000 10 000 6 400
Jun 2014

Enterprise Priorities in Europe: Contact Center Outsourcing

71 pages • By Frost & Sullivan

Contact Center OutsourcingThe main objective of this research service was to investigate the current use and future adaptation of cloud contact center solutions in European contact centers. One-third of the respondents outsource some customer care activities. The United Kingdom has the highest proportion of companies that outsource,...

10 000 12 500 8 000
Jun 2014

Enterprise Priorities in North America: Contact Center Outsourcing

68 pages • By Frost & Sullivan

Contact Center OutsourcingThe overall research objective of this research service was to investigate the current and future outsourcing trends in the North American contact centers. Nearly half of the respondents outsource some customer care activities. Large contact center organizations are greater users of outsourcing than...

8 000 10 000 6 400
Jun 2014

Enterprise Priorities in Europe: Cloud Contact Center Solutions

49 pages • By Frost & Sullivan

Cloud Contact Center SolutionsThe overall research objective of this research service was to investigate the current use and future adaptation of cloud contact center solutions in European contact centers. About 37% of contact center organizations in Europe use a hosted/cloud contact center solution, which is expected to reach...

10 000 12 500 8 000
Jun 2014

Call Centre Operation in Australia - Industry Market Research Report

28 pages • By Ibisworld

Long distance calls: Despite demand for high quality services, outsourcing remains a threat Call Centre Operation in AustraliaFirms in this industry primarily answer telephone calls and relay messages to clients. Companies also provide telemarketing services on a contract or fee basis, which includes promoting...

772 965 618
Jun 2014

Other Business Services in Turkey: ISIC 7499

13 pages • By Euromonitor International

Euromonitor International's Industrial reports provide a 360 degree view of an industry. The Industrial market report offers a comprehensive guide to the size and shape of the Other Business Services market at a national level. It provides the latest retail sales data, allowing you to identify the sectors driving growth. It identifies the...

530 657 429
Mar 2014