Managed and Hosted Contact Center Services

SUMMARY

Introduction

In mature markets, there is little growth potential in selling traditional contact center products. At the same time, service providers are seeing a decline in their core revenue streams as a result of increased competition and price deflation. Are hosted contact centers and network based services the answer for both parties troubles?

Scope

• This report covers hosted contact centers, speech recognition services, and traditional network services.
• Full geographical coverage: North America, EMEA, Asa Pacific and Latin America.
• Analyzes the complete value chain: vendors, service providers, outsourcers, and systems integrators.
• Profiles of 15 vendors and their relationships with over 40 service providers.

Highlights

By 2008 the global market for managed and hosted contact services will have more than doubled from its 2003 value, with annual spending exceeding $5bn.

By 2008 there will be nearly half a million hosted agent positions globally, representing 7% of the total.

Reasons to Purchase

• Identify the fastest growing applications on the market
• Understand the differences between the end-user demands and competitive environment in each region
• Determine the key demand and supply side drivers and barriers to the adoption of managed and hosted services

TABLE OF CONTENTS

CHAPTER 1 EXECUTIVE SUMMARY

• Introduction
• Why managed and hosted services?
• End-user benefits
• Vendor and service provider benefits
• Barriers to adoption
• Market growth
• Competitive dynamics
• Conclusion

INTRODUCTION

• What are managed and hosted contact center services?
• The three types of managed and hosted contact center service
• Naming conventions
• Are managed and hosted contact center services the answer for service providers?
• What is this report about?

WHY MANAGED AND HOSTED SERVICES?

• End-user benefits
• Move from Capex to Opex
• Reduced overall costs
• Usage-based pricing
• Access to new applications
• Other benefits
• Service provider benefits
• Generate extra revenues
• Access to new and rapidly growing markets
• Exploit existing network investments
• Generate more loyal customers
• Vendor benefits
• Barriers to adoption
• Demand side
• Existing investments
• Concerns about security and reliability
• Lack of voice-enabled IP infrastructure
• Market skepticism
• Supply side
• Implications for vendors and service providers
• Products and pricing

MARKET GROWTH

• Global market growth
• Regional growth
• Global hosted contact center growth
• Regional growth
• Revenue growth
• The value chain
• North America
• EMEA
• APAC
• CALA
• Vertical markets
• Implications for vendors and service providers

COMPETITIVE DYNAMICS

• Contact center technology vendors
• Avaya
• Cincom
• Cisco
• Cosmocom
• Exony
• Genesys
• Lucent
• NetCentrex
• Nortel
• Rostrvm / Marconi
• Telephony@Work
• Wicom
• Non-telco service providers
• beCogent
• Contactual (formerly White Pyjama)
• Echopass
• Five9
• Streamdoor
• UCN
• Service providers
• How will the competitive landscape develop?
• Traditional network services
• Hosted contact centers
• Speech recognition services
• Implications for vendors
• Implications for service providers

APPENDIX

• Supplementary data
• Definitions
• Research methodology
• Future readings
• Datamonitor reports
• Datamonitor Strategic Planning Programs (SPPs)
• SPP writing team
• Author
• Sales enquiries
• How to contact experts in your industry

List of Tables

• Table 1: Further benefits of managed services
• Table 2: Global hosted and managed contact center services spending by application type, 2003 - 2008
• Table 3: Global hosted and managed contact center services spending by geography, 2003 - 2008
• Table 4: Global Hosted APs
• Table 5: Global hosted contact center penetration by geography
• Table 6: Global hosted APs by region
• Table 7: Global hosted contact center spending by geography, 2003 - 2008
• Table 8: Global hosted contact center revenues by type, 2003 - 2008
• Table 9: Managed and hosted contact services spending in North America by application type. 2003 - 2008
• Table 10: Managed and hosted contact center services spending in EMEA by application type, 2003 - 2008
• Table 11: Managed and hosted contact center services spending in APAC by application type, 2003 - 2008
• Table 12: Managed and hosted contact center services spending in CALA by application type
• Table 13: Key global service provider / vendor relationships
• Table 14: Total global APs by region
• Table 15: Global traditional network services revenue by region
• Table 16: Global speech recognition services revenue by region

List of Figures

• Figure 1: Global hosted and managed contact center services spending by application type, 2003 - 2008
• Figure 2: Global hosted APs, 2003 - 2008
• Figure 3: Hidden vs. visible costs in a traditional contact center solution
• Figure 4: Cost savings achieved through usage-based pricing
• Figure 5: Typical contact center spending by type in Western Europe
• Figure 6: Global hosted and managed contact center services spending by application type, 2003 - 2008
• Figure 7: Global hosted and managed contact center services spending by geography, 2003 - 2008
• Figure 8: Global hosted APs, 2003 - 2008
• Figure 9: Global hosted contact center penetration by geography
• Figure 10: Global hosted APs by region
• Figure 11: Global hosted contact center revenues by type, 2004
• Figure 12: Managed and hosted contact services spending in North America by application type, 2003 - 2008
• Figure 13: Managed and hosted contact center services spending in EMEA by application type, 2003 - 2008
• Figure 14: Managed and hosted contact center services spending in APAC by application type, 2003 - 2008
• Figure 15: Managed and hosted contact center services spending in CALA by application type
• Figure 16: The Vertical perspective