Contact Centers in APAC (Databook)

SUMMARY

Introduction

The databook is a detailed information resource covering current and forecast data on the contact center market in APAC. 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 of this report

• All market forecasts are from 2004 to 2009 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, workforce management, quality monitoring, agent analytics and eLearning.

Research and analysis highlights

The expansion in demand for products and services in Asia, Eastern Europe, Latin America, the Middle East and Africa, combined with the increase in offshoring, will lead to the creation of four times as many new agent positions in developing markets over the next four years as in developed markets.

Vendors will need to carefully target resources by country and vertical market in order to generate profitable revenue growth.

Key reasons to read this report

• Gain insight into key contact center growth patterns in APAC
• Understand evolving contact center technology investment and adoption.
• Identify the fastest growing vertical markets for contact center technology and services.

TABLE OF CONTENTS

CHAPTER 1 INTRODUCTION

• What is this report about?
• Catalyst
• Methodology
• Definitions

CHAPTER 2 AGENT POSITIONS

• Contact Centers and Agent Positions in APAC
• In-house and Outsourced Agent Positions in APAC
• Agent positions in APAC by vertical market
• Agent positions in APAC by size-band
• Agent positions in APAC by telephony end-point
• Agent positions in APAC by technology location

CHAPTER 3 TECHNOLOGY SPENDING

• APAC contact center technology spending by application
• APAC contact center technology spending by vertical
• APAC contact center technology spending by size-band

CHAPTER 4 INBOUND CONTACT CENTER HARDWARE ROUTING TECHNOLOGY SPENDING

• APAC Inbound contact center hardware routing technology spending by vertical
• APAC Inbound contact center hardware routing technology spending by size-band

CHAPTER 5 INBOUND CONTACT CENTER SOFTWARE ROUTING TECHNOLOGY SPENDING

• APAC Inbound contact center software routing technology spending by vertical
• APAC Inbound contact center software routing technology spending by size-band

CHAPTER 6 OUTBOUND CONTACT CENTER TECHNOLOGY SPENDING

• APAC Outbound contact center technology spending by vertical
• APAC Outbound contact center technology spending by size-band

CHAPTER 7 CONTACT CENTER AGENT ANALYTICS TECHNOLOGY SPENDING

• APAC Contact center agent analytics technology spending by vertical
• APAC Contact center agent analytics technology spending by size-band

CHAPTER 8 CONTACT CENTER ELEARNING TECHNOLOGY SPENDING

• APAC Contact center eLearning technology spending by vertical
• APAC Contact center eLearning technology spending by size-band

CHAPTER 9 CONTACT CENTER QUALITY MONITORING TECHNOLOGY SPENDING

• APAC Contact center Quality Monitoring technology spending by vertical
• APAC Contact center Quality Monitoring technology spending by size-band

CHAPTER 10 CONTACT CENTER WORKFORCE MANAGEMENT TECHNOLOGY SPENDING

• APAC Contact center Workforce Management technology spending by vertical
• APAC Contact center Workforce Management technology spending by size-band

CHAPTER 11 APPENDIX

• Futher reading
• Ask the analsyst

List of Tables

• Table 1: Contact Center definitions
• Table 2: Contact centers and agent positions in APAC 2004 - 2009
• Table 3: In house and outsourced agent positions in APAC 2004 - 2009
• Table 4: Agent positions in APAC by vertical market 2004 - 2009
• Table 5: Agent positions in APAC by size-band 2004 - 2009
• Table 6: Agent positions in APAC by telephony end-point 2004 - 2009
• Table 7: Agent positions in APAC by technology location 2004 - 2009
• Table 8: APAC contact center technology spending by application 2004 - 2009
• Table 9: Contact Center Technology spending in APAC by vertical market 2004 - 2009
• Table 10: APAC contact center technology spending by size-band 2004 - 2009
• Table 11: Inbound contact center hardware routing Technology spending in APAC by vertical market 2004 - 2009
• Table 12: APAC Inbound contact center hardware routing technology spending by size-band 2004 - 2009
• Table 13: Inbound contact center software routing Technology spending in APAC by vertical market 2004 - 2009
• Table 14: APAC Inbound contact center software routing technology spending by size-band 2004 - 2009
• Table 15: Outbound contact center Technology spending in APAC by vertical market 2004 - 2009
• Table 16: APAC Outbound contact center technology spending by size-band 2004 - 2009
• Table 17: Contact center agent analytics Technology spending in APAC by vertical market 2004 - 2009
• Table 18: APAC Contact center agent analytics technology spending by size-band 2004 - 2009
• Table 19: Contact center eLearning Technology spending in APAC by vertical market 2004 - 2009
• Table 20: APAC Contact center eLearning technology spending by size-band 2004 - 2009
• Table 21: Contact center Quality Monitoring Technology spending in APAC by vertical market 2004 - 2009
• Table 22: APAC Contact center Quality Monitoring technology spending by size-band 2004 - 2009
• Table 23: Contact center Workforce Management Technology spending in APAC by vertical market 2004 - 2009
• Table 24: APAC Contact center Workforce Management technology spending by size-band 2004 - 2009

List of Figures

• Figure 1: Contact centers and agent positions in APAC 2004 - 2009
• Figure 2: In house and outsourced agent positions in APAC 2004 - 2009
• Figure 3: Agent positions in APAC by vertical market 2004 & 2009
• Figure 4: Agent positions in APAC by size-band 2004 & 2009
• Figure 5: Agent positions in APAC by telephony end-point 2004 - 2009
• Figure 6: Agent positions in APAC by technology location 2004 - 2009
• Figure 7: APAC contact center technology spending by application 2004 - 2009
• Figure 8: Contact Center Technology spending in APAC by vertical market 2004 & 2009
• Figure 9: APAC contact center technology spending by size-band 2004 & 2009
• Figure 10: Inbound contact center hardware routing Technology spending in APAC by vertical market 2004 & 2009
• Figure 11: APAC Inbound contact center hardware routing technology spending by size-band 2004 & 2009
• Figure 12: Inbound contact center software routing Technology spending in APAC by vertical market 2004 & 2009
• Figure 13: APAC Inbound contact center software routing technology spending by size-band 2004 & 2009
• Figure 14: Outbound contact center Technology spending in APAC by vertical market 2004 & 2009
• Figure 15: APAC Outbound contact center technology spending by size-band 2004 & 2009
• Figure 16: Contact center agent analytics Technology spending in APAC by vertical market 2004 & 2009
• Figure 17: APAC Contact center agent analytics technology spending by size-band 2004 & 2009
• Figure 18: Contact center eLearning Technology spending in APAC by vertical market 2004 & 2009
• Figure 19: APAC Contact center eLearning technology spending by size-band 2004 & 2009
• Figure 20: Contact center Quality Monitoring Technology spending in APAC by vertical market 2004 & 2009
• Figure 21: APAC Contact center Quality Monitoring technology spending by size-band 2004 & 2009
• Figure 22: Contact center Workforce Management Technology spending in APAC by vertical market 2004 & 2009
• Figure 23: APAC Contact center Workforce Management technology spending by size-band 2004 & 2009