Contact Center Technology for the Offshore Market (Strategy Focus)

SUMMARY

Overview

Introduction

This brief describes the technology requirements of enterprises and outsourcers that are migrating some or all of their contact centers to offshore and nearshore locations.

Scope

• Provides an overview of the major offshore and nearshore destinations.
• Sizes the population of offshore outsourced APs serving top 10 geographical markets.
• Provides an overview of the most common outsourcing scenarios.
• Sizes the outsourced contact center technology spending by region.

Report Highlights

The worldwide market for offshore outsourced contact center services will grow at a five-year compound annual growth rate (CAGR) of 13.4% to over 300,000 offshore outsourced agent positions (APs) by 2010.

India, the Philippines and Canada are currently the biggest offshore outsourced markets.

APAC will overtake North America in terms of outsourced technology spending by 2009.

Reasons to Purchase

• To understand the size and growth potential of the offshore outsourced market.
• To understand the market opportunity for contact center technology in the offshore and nearshore contact center markets.
• To understand the technology trends that will be seen in the outsourced market over the coming years.

TABLE OF CONTENTS

• DATAMONITOR VIEW
  • CATALYST
  • SUMMARY
  • METHODOLOGY
• ANALYSIS
  • The offshore contact center market will grow driven by the persisent need to cut costs
  • The US and UK lead the way in offshore outsourcing their contact center operations
  • India, the Philippines and Canada are currently the biggest offshore outsourced markets
  • Contact center outsourcing can take a number of forms
  • Full outsourcing is the most common scenario
  • What are the outsourcers' needs in terms of contact center technology?
  • Large outsourcers can offer their technology platforms on a hosted basis
  • Some of the global outsourcers are potential customers for managed and hosted service providers
  • Captive scenario is used only in the minority of cases
  • What are the technology needs?
  • Mixed scenario is used by large companies looking to gain more control over their outsourcing process
  • APAC will overtake North America in terms of outsourced technology spending by 2009
• APPENDIX
  • Definitions
  • Agent position (AP)
  • Contact center
  • Inbound contact routing hardware
  • Inbound contact routing software
  • Outbound contact routing hardware and software
  • Self-service technology
  • Workforce optimization technologies
  • Outsourcing
  • Further reading
  • Ask the analyst
  • List of Tables
    • Table 1: Top 10 geographical markets served by offshore contact centers, 2005-2010
    • Table 2: Offshore APs as a proportion of total APs serving the market, 2005-2009
    • Table 3: Top 10 offshore outsourced destinations in terms of APs (000s), 2005-2010
    • Table 4: Outsourced contact centers technology spending by region ($m), 2004-2009
    • Table 5: Outsourced contact centers technology spending by region ($m), 2009
  • List of Figures
    • Figure 1: Main offshore and nearshore locations for the major outsourcing customer markets, 2006
    • Figure 2: Top 10 offshore outsourced destinations in terms of APs, 2005-2010
    • Figure 3: Distributed contact center infrastructure
    • Figure 4: Outsourced contact centers technology spending by region, 2004-2009