Reassessing the Opportunity for IP in Call Centers

SUMMARY

Introduction

Reassessing the Opportunity for IP in Call Centers is a short report focusing on the EMEA and North American IP call center markets. It analyzes the uptake of IP telephony in call centers, sizes the market for IP-ACDs to 2007 by region and by country and provides end-user survey data, which help understand trends associated with this market.

Scope of this Report

• This report focuses on the EMEA and North American IP call center solution markets
• It analyzes the uptake of IP telephony in call centers, sizes the market for the technology to 2007 by region and by country
• It also provides end-user survey data, which helps understand trends associated with this market

Report Highlights

The IP telephony market has been badly affected by the economic downturn. Under these circumstances, most vendors had to think long and hard about their sales and marketing strategies. As a result, this report will focus on sales and marketing strategies using end-user data to identify growth hotspots in the market and to understand end-user needs.

Key Reasons to buy this Report

• Identify the short- and long-term opportunities for IP telephony solutions in call centers
• Understand the positioning of the major and smaller vendors
• Recognize the importance of regional and vertical differences in the adoption of IP telephony

TABLE OF CONTENTS

INTRODUCTION

Reassessing the Opportunity for IP in Call Centers is a short report focusing on the EMEA and North American IP call center markets. It analyzes the uptake if IP telephony in call centers, sizes the market for IP-ACDs to 2007 by region and by country and provides end-user survey data, which help understand trends associated with this market.

MARKET OVERVIEW

• Market Sizing
  • Number of IP call centers and IP agent positions in EMEA and North America to 2007
  • IP-ACD revenues in North America and EMEA to 2007
• Major Trends
  • Vertical trends
  • The business case for IP
  • Creative packaging and pricing; product positioning strategies
• Competitive Overview
  • Review of main solutions;
  • Analyses of competitive positioning of major players by category
  • Distribution channel strategies

END-USER RESEARCH

• Sample analysis
  • Essential background information on the survey
• Technology uptake and investment priorities
  • Uptake by technology in call centers surveyed;
  • Analyses of short-term investment priorities in call centers surveyed

ACTION POINTS

• Vendors need to continue to invest in education
• Vendors with both traditional and IP offerings need to incentivize the sale of IP telephony
• Vendors should continue to focus on small and medium call centers in fast growing and emerging markets

APPENDIX

• Definitions
• Competitive profiles

DATASETS

• Table 1: IP as a % of all call centers, EMEA, 2001-7
• Table 2: IP call centers, EMEA, 2001-2007
• Table 3: IP as a % of all agent positions, EMEA, 2001-7
• Table 4: IP agent positions, EMEA, 2001-2007
• Table 5: IP-ACD revenues, EMEA, 2001-2007
• Table 6: EMEA ACD revenues by traditional vs. IP, 2001 ·2007
• Table 7: IP call centers, North America, 2001-7
• Table 8: IP agent positions, North America, 2001-7
• Table 9: ACD revenues, North America, 2001-2003
• Table 10: Which of the following technologies do you currently have installed?
• Table 11: Study background: respondents by call center size
• Table 12: Technology uptake by call center size, call center survey, 2002
• Table 13: Likelihood of implementation, call center survey, 2002