Contact Centers in EMEA (Databook)

SUMMARY

Overview

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 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.

Report 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.

TABLE OF CONTENTS

• CHAPTER 1 INTRODUCTION
  • What is this report about?
  • Catalyst
  • Methodology
  • Definitions
• CHAPTER 2 AGENT POSITIONS
  • Contact Centers and Agent Positions in EMEA
  • In-house and Outsourced Agent Positions in EMEA
  • Agent positions in EMEA by vertical market
  • Agent positions in EMEA by size-band
  • Agent positions in EMEA by telephony end-point
  • Agent positions in EMEA by technology location
• CHAPTER 3 TECHNOLOGY SPENDING
  • EMEA contact center Technology spending by application
  • EMEA contact center Technology spending by vertical
  • EMEA contact center Technology spending by size-band
• CHAPTER 4 INBOUND CONTACT CENTER HARDWARE ROUTING TECHNOLOGY SPENDING
  • EMEA Inbound contact center hardware routing Technology spending by vertical
  • EMEA Inbound contact center hardware routing Technology spending by size-band
• CHAPTER 5 INBOUND CONTACT CENTER SOFTWARE ROUTING TECHNOLOGY SPENDING
  • EMEA Inbound contact center software routing Technology spending by vertical
  • EMEA Inbound contact center software routing Technology spending by size-band
• CHAPTER 6 OUTBOUND CONTACT CENTER TECHNOLOGY SPENDING
  • EMEA Outbound contact center Technology spending by vertical
  • EMEA Outbound contact center Technology spending by size-band
• CHAPTER 7 CONTACT CENTER AGENT ANALYTICS TECHNOLOGY SPENDING
  • EMEA Contact center agent analytics Technology spending by vertical
  • EMEA Contact center agent analytics Technology spending by size-band
• CHAPTER 8 CONTACT CENTER ELEARNING TECHNOLOGY SPENDING
  • EMEA Contact center eLearning Technology spending by vertical
  • EMEA Contact center eLearning Technology spending by size-band
• CHAPTER 9 CONTACT CENTER QUALITY MONITORING TECHNOLOGY SPENDING
  • EMEA Contact center Quality Monitoring Technology spending by vertical
  • EMEA Contact center Quality Monitoring Technology spending by size-band
• CHAPTER 10 CONTACT CENTER WORKFORCE MANAGEMENT TECHNOLOGY SPENDING
  • EMEA Contact center Workforce Management Technology spending by vertical
  • EMEA 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 EMEA 2004 - 2009
    • Table 3: In house and outsourced agent positions in EMEA 2004 - 2009
    • Table 4: Agent positions in EMEA by vertical market 2004 - 2009
    • Table 5: Agent positions in EMEA by size-band 2004 - 2009
    • Table 6: Agent positions in EMEA by telephony end-point 2004 - 2009
    • Table 7: Agent positions in EMEA by technology location 2004 - 2009
    • Table 8: EMEA contact center Technology spending by application 2004 - 2009
    • Table 9: Contact Center Technology spending in EMEA by vertical market 2004 - 2009
    • Table 10: EMEA contact center Technology spending by size-band 2004 - 2009
    • Table 11: Inbound contact center hardware routing Technology spending in EMEA by vertical market 2004 - 2009
    • Table 12: EMEA Inbound contact center hardware routing Technology spending by size-band 2004 - 2009
    • Table 13: Inbound contact center software routing Technology spending in EMEA by vertical market 2004 - 2009
    • Table 14: EMEA Inbound contact center software routing Technology spending by size-band 2004 - 2009
    • Table 15: Outbound contact center Technology spending in EMEA by vertical market 2004 - 2009
    • Table 16: EMEA Outbound contact center Technology spending by size-band 2004 - 2009
    • Table 17: Contact center agent analytics Technology spending in EMEA by vertical market 2004 - 2009
    • Table 18: EMEA Contact center agent analytics Technology spending by size-band 2004 - 2009
    • Table 19: Contact center eLearning Technology spending in EMEA by vertical market 2004 - 2009
    • Table 20: EMEA Contact center eLearning Technology spending by size-band 2004 - 2009
    • Table 21: Contact center Quality Monitoring Technology spending in EMEA by vertical market 2004 - 2009
    • Table 22: EMEA Contact center Quality Monitoring Technology spending by size-band 2004 - 2009
    • Table 23: Contact center Workforce Management Technology spending in EMEA by vertical market 2004 - 2009
    • Table 24: EMEA Contact center Workforce Management Technology spending by size-band 2004 - 2009
  • List of Figures
    • Figure 1: Contact centers and agent positions in EMEA 2004 - 2009
    • Figure 2: In house and outsourced agent positions in EMEA 2004 - 2009
    • Figure 3: Agent positions in EMEA by vertical market 2004 - 2009
    • Figure 4: Agent positions in EMEA by size-band 2004 - 2009
    • Figure 5: Agent positions in EMEA by telephony end-point 2004 - 2009
    • Figure 6: Agent positions in EMEA by technology location 2004 - 2009
    • Figure 7: EMEA contact center Technology spending by application 2004 - 2009
    • Figure 8: Contact Center Technology spending in EMEA by vertical market 2004 - 2009
    • Figure 9: EMEA contact center Technology spending by size-band 2004 - 2009
    • Figure 10: Inbound contact center hardware routing Technology spending in EMEA by vertical market 2004 - 2009
    • Figure 11: EMEA Inbound contact center hardware routing Technology spending by size-band 2004 - 2009
    • Figure 12: Inbound contact center software routing Technology spending in EMEA by vertical market 2004 - 2009
    • Figure 13: EMEA Inbound contact center software routing Technology spending by size-band 2004 - 2009
    • Figure 14: Outbound contact center Technology spending in EMEA by vertical market 2004 - 2009
    • Figure 15: EMEA Outbound contact center Technology spending by size-band 2004 - 2009
    • Figure 16: Contact center agent analytics Technology spending in EMEA by vertical market 2004 - 2009
    • Figure 17: EMEA Contact center agent analytics Technology spending by size-band 2004 - 2009
    • Figure 18: Contact center eLearning Technology spending in EMEA by vertical market 2004 - 2009
    • Figure 19: EMEA Contact center eLearning Technology spending by size-band 2004 - 2009
    • Figure 20: Contact center Quality Monitoring Technology spending in EMEA by vertical market 2004 - 2009
    • Figure 21: EMEA Contact center Quality Monitoring Technology spending by size-band 2004 - 2009
    • Figure 22: Contact center Workforce Management Technology spending in EMEA by vertical market 2004 - 2009
    • Figure 23: EMEA Contact center Workforce Management Technology spending by size-band 2004 - 2009