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This research service looks at market trends, drivers, and restraints for the North American agent performance optimization (APO) market, with particular emphasis on Quality more…

FACTS AT A GLANCE: Most comprehensive report covering worldwide market; Data-intensive research - An imperative for the serious player!; Designed to empower the quality more…

Introduction A statistical overview of technology deployments in contact centers. Scope An overview of contact center technology trends in APAC. Broken d more…

Introduction A statistical overview of technology deployments in contact centers Scope An overview of contact center technology trends in Brazil Broken d more…

Abstract Overview Introduction This project details the principal contact center outsourcing vendors, and provides analysis on their capacities. Scope more…

This research study provides market size, market share, forecasts and breakdown of the North American contact center applications market by application, contact center size, more…

Introduction A statistical overview of technology deployments in contact centers Scope An overview of contact center technology trends in Japan Broken do more…

Overview Introduction A statistical overview of technology deployments in outsourced contact centers Scope An overview of offshore markets serving North more…

Performance management is a niche, but critical sector of contact center applications. This market insight discusses the key elements and critical success factors for more…

This strategic analysis is part of Frost & Sullivan's continued coverage of the contact center marketplace. The scope of this research service includes traditional IVR more…

This Research Insight addresses consumer backlash against IVR systems, and calls attention to some common but often overlooked mistakes that companies make while implementing more…

Business Opportunities, Strategies And Market Potential A Landmark Effort Packed With Exclusive Data - Through 2010! In-depth Discussion of Significant Trends And The Forc more…

EXECUTIVE SUMMARY At first glance Mexico's current internal political quagmire and its external immigration challenges with the U.S. convey a perception of a state in chaos. more…

Abstract Over the course of the last couple of decades, the humble telephone has become an increasingly important tool in terms of both arranging and managing a range of more…

Who's Winning In The Race For The Global Contact Center Market? Key Findings from the Report Annual worldwide manufacturer revenues (hardware, software and licenses) are a more…

Overview Introduction Statistical and graphic description of emerging contact center outsourcing locations. Scope Contact center outsourcing statistics more…

Overview Introduction A discussion of India's evolution as an offshore contact center location and an analysis of its potential going forward. Scope Ind more…

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 n more…

Overview Introduction This report combines all the briefs from the targeting growth in developing markets theme for Quarter 1, 2006. The market focus briefs provide an more…

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Introduction This report on the Central America Contact Center market complements the Zagada Institute's earlier published Caribbean Call Center Report and evaluates the more…

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This Frost & Sullivan research service entitled Asia Pacific Contact Center Applications Market provides an overview of the major market trends and drivers as well as an more…

Overview Introduction Statistical and graphic description of India, Canada, Mexico and the Philippines from the perspective of contact center outsourcing. Scope more…

Managed services simplify IT operations and reduce investment by delivering systems and applications as an externally administered service. They provide organizations with more…

This Frost & Sullivan research examines the Latin America Contact Center Solutions Markets. The research also discusses the prevailing market challenges and gives strategic more…

1 WORLD OUTBOUND DIALING MARKET Summary of Major Findings 1. Introductions and Definitions 2. State of the Market 3. Measurements 4. Market Trend more…

Contact Center Telecom Vendors Need to Provide Complete Solutions to Stay Competitive It is critical in the current contact center market to fully understand the customer base more…

Overview Introduction In an era when a company strives for 100% customer satisfaction, the contact center has become the first port of call for many consumers. Organizations e more…

Workforce optimization as a technology set is comprised of four component technologies, workforce management, quality monitoring, agent analytics and eLearning. more…

The call center outsourcing market is a fast, maturing industry that many people now regard as a commodity business, 'The Call Center Outsourcing Market Outlook: Developing more…

EMEA Hosted IP Contact Centre Market Driven by Growing Outsourcing Trend Increased outsourcing of telecommunications infrastructure and services is primarily driving the more…

This report covers hosted contact centers, speech recognition services, and traditional network services. more…

This study, based on the findings of interviews with 200 US contact center managers and technology-decision makers, was designed to provide insight into the preferences, more…

This Frost & Sullivan research evaluates challenges, drivers, restraints and key trends in the EMEA ACD markets. more…

Telecommunications providers are at a crossroads. more…

Retail is the fourth largest vertical market for outsourced service providers (OSPs). In an industry with thin margins, the main issues that retailers face are increasing more…

On the cusp of a new era of market acceptance, carrier-class contact centers are poised to come into their own. Since its last report on hosted contact centers in 2000, The more…

This market brief analyzes the challenges faced by financial services firms in their contact center strategies. more…

This report highlights calling types in each vertical that will lead to call center growth and technology spending. The Canadian and American contact center markets are sized more…

This report meticulously examines the use of 800 services for sales, customer service, and transaction processing applications, and provides an overview of how toll-free more…

Profiting from European Nearshore Outsourcing describes the European nearshore (Central & Eastern Europe and North Africa) contact center outsourcing industry. more…

After the initial hype, IP is finally hitting the call center mainstream; by 2007 there will be over one million IP agent positions in operation, more…

Topics covered in this report include IVR, speech recognition, Web-based self-service and outsourcing. more…

This is Datamonitor's core report sizing the global market for ACD (incl. TDM and IP), CTI, IVR and outbound technology in contact centers. It contains over 100 data sets, more…

This report places Latin American and Caribbean call center outsourcing within the context of the Latin American market through 2008. more…

This brief analyses how voice solutions can play a role in these areas, in terms of automating information provision, call center automation, security, and transactions. more…

The report analyzes the EMEA call center market by major and minor markets, providing an overview and strategic recommendations for each one. more…

The global market for utilities call centers reflects the changes which the utilities market has witnessed. Mergers and acquisitions have created a small number of very large more…

This report examines the four key component areas within the workforce optimization technologies market; QM, WFM, agent analytics and eLearning. more…

Contact Center Business Opportunities And Market GrowthA Landmark Effort Packed With Exclusive Data - Through 2008! more…

This report will answer questions surrounding domestic and outsourced call center growth, labor arbitrage and geopolitical risk. more…

Understanding why consumers switch is essential more…

This technology is being adopted so widely and rapidly that some vendors and some commentators, who are more enthusiastic than informed, are replacing the term computer more…

Customer service contributes significantly to the overall cost to serve of the customer. Utilities are now working to reduce the cost to serve without damaging their ability more…

Overview Introduction A review of pricing in offshore and onshore pricing in contact center outsourcing. Scope Contact center outsourcing pricing across more…

The threat that offshore call centers pose is rather more important to the onshore outsourced call centers and their agents than to the onshore captive call centers and their more…

The travel and tourism industry has traditionally been reluctant to outsource. However, with the industry still suffering from potentially crippling losses, the opportunity to more…

The industry has been segmented into online live collaboration tools and e-mail management systems. In addition, this research analyzes the performance of market participants more…

This report sizes the number of call centers and agent positions across Canada and in 5 geographic regions. Competitive issues are discussed, including the threats of in-house more…

This brief provides an assessment of Mexico's call center market in general and the outsourcing industry in particular. The brief sizes the outsourcing market as well as more…

Datamonitor predicts that the outsourcing segment will outgrow all other contact center verticals in EMEA. This report will outline the strategies undertaken by leading more…

Reassessing the Opportunity for IP in Call Centers is a short report focusing on the EMEA and North American IP call center markets. It analyzes the uptake of IP telephony in more…

This brief looks at the results from a recent Datamonitor survey and discusses what is going on in the mind of the call center manager and what technology vendors should do more…

This report provides an assessment of the call center market in the Caribbean and Latin American (CALA) region. The report sizes the call center market as well as provides more…

This report provides an assessment of the call center market in North America. The North American call center market is a mature market, and vendors must be realistic more…

The brief looks at who is implementing UQ and why, including offering end-user perspective. In addition, it analyzes the competitive landscape and future trends, including the more…

This executive report analyzes the impact the recent changes in the call center market, with particular emphasis on the role of new technologies more…

This report is based on extensive primary research, including a regular survey of 250 call center managers, interviews with executives at over 100 call center and CRM more…

This briefing document will look at the major forces affecting the market, namely the change in the nature of the call center and legislative forces unleashed by the perceived more…

Provides an overview of the general call center market and examines how such centers may be used by pharmaceutical companies to provide information and valuable services to more…

The quickening pace of call center technology is incredible. Now we have collaborative browsing, live text chat, IVR/speech recognition, VoIP, instant call back, call more…