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