Abstract
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 2005 to 2010 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 and
workforce management.
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
TABLE OF CONTENTS
OVERVIEW 1
Catalyst 1
Summary 1
Definitions
2
AGENT POSITIONS 9
Contact Centers and Agent Positions in Canada
9
In-house and Outsourced Agent Positions in Canada 11
Agent positions
in Canada by vertical market 13
Agent positions in Canada by size-band
15
Agent positions in Canada by telephony end-point 17
Agent positions
in Canada by technology location 19
TECHNOLOGY SPENDING 21
Canada
contact center technology spending by application 21
Canada contact center
technology spending by vertical 23
Canada contact center technology
spending by size-band 25
CONTACT CENTER INBOUND HARDWARE TECHNOLOGY
SPENDING 27
Canada contact center Inbound hardware technology spending by
vertical 27
Canada contact center Inbound hardware technology spending by
size-band 30
CONTACT CENTER NON-SWITCH SOFTWARE TECHNOLOGY SPENDING 32
Canada contact center Non-switch software technology spending by vertical
32
Canada contact center Non-switch software technology spending by
size-band 35
CONTACT CENTER OUTBOUND TECHNOLOGY SPENDING 37
Canada
contact center Outbound technology spending by vertical 37
Canada contact
center Outbound technology spending by size-band 40
CONTACT CENTER QUALITY
MONITORING TECHNOLOGY SPENDING 42
Canada contact center Quality Monitoring
technology spending by vertical 42
Canada contact center Quality
Monitoring technology spending by size-band 45
CONTACT CENTER SWITCH
DEPENDENT SOFTWARE TECHNOLOGY SPENDING 47
Canada contact center
Switch-dependent technology spending by vertical 47
Canada Contact center
Switch-dependent technology spending by size-band 50
CONTACT CENTER
SWITCH-INDEPENDENT TECHNOLOGY SPENDING 52
Canada contact center
Switch-independent technology spending by vertical 52
Canada contact
center Switch-independent technology spending by size-band 55
APPENDIX
57
Further reading 57
Ask the analyst 57
LIST OF FIGURES
Figure 1: Contact centers and agent positions in Canada, 2005 -- 2010 9
Figure 2: In house and outsourced agent positions in Canada, 2005 -- 2010
11
Figure 3: Agent positions in Canada by vertical market, 2005 & 2010
13
Figure 4: Agent positions in Canada by size-band, 2005 & 2010 15
Figure 5: Agent positions in Canada by telephony end-point, 2005 -- 2010
17
Figure 6: Agent positions in Canada by technology location, 2005 --
2010 19
Figure 7: Canada contact center technology spending by
application, 2005 -- 2010 21
Figure 8: Canada contact center technology
spending by vertical market, 2005 & 2010 23
Figure 9: Canada contact
center technology spending by size-band, 2005 & 2010 25
Figure 10: Canada
contact center Inbound hardware technology spending by vertical market, 2005 &
2010 27
Figure 11: Canada contact center Inbound hardware technology
spending by size-band, 2005 & 2010 30
Figure 12: Canada contact center
Non-switch software technology spending by vertical market, 2005 & 2010
32
Figure 13: Canada contact center Non-switch software technology
spending by size-band, 2005 & 2010 35
Figure 14: Canada contact center
Outbound technology spending by vertical market, 2005 & 2010 37
Figure 15:
Canada contact center Outbound technology spending by size-band, 2005 & 2010
40
Figure 16: Canada contact center Quality Monitoring technology spending
by vertical market, 2005 & 2010 42
Figure 17: Canada contact center
Quality Monitoring technology spending by size-band, 2005 & 2010 45
Figure 18: Canada contact center Switch-dependent technology spending by
vertical market, 2005 & 2010 47
Figure 19: Canada contact center
Switch-dependent technology spending by size-band, 2005 & 2010 50
Figure
20: Canada contact center Switch-independent technology spending by vertical
market, 2005 & 2010 52
Figure 21: Canada contact center
Switch-independent technology spending by size-band, 2005 & 2010 55
LIST OF TABLES
Table 1: Contact Center definitions 2
Table 2: Contact
centers and agent positions in Canada, 2005 -- 2010 10
Table 3: In house
and outsourced agent positions in Canada, 2005 -- 2010 12
Table 4: Agent
positions in Canada by vertical market, 2005 -- 2010 14
Table 5: Agent
positions in Canada by size-band, 2005 -- 2010 16
Table 6: Agent positions
in Canada by telephony end-point, 2005 -- 2010 18
Table 7: Agent positions
in Canada by technology location, 2005 -- 2010 20
Table 8: Canada contact
center technology spending by application, 2005 -- 2010 22
Table 9: Canada
contact center technology spending by vertical market, 2005 -- 2010 24
Table 10: Canada contact center technology spending by size-band, 2005 -- 2010
26
Table 11: Canada contact center Inbound hardware technology spending by
vertical market, 2005 -- 2010 28
Table 12: Canada contact center Inbound
hardware technology spending by size-band, 2005 -- 2010 31
Table 13:
Canada contact center Non-switch software technology spending by vertical
market, 2005 -- 2010 33
Table 14: Canada contact center Non-switch
software technology spending by size-band, 2005 -- 2010 36
Table 15:
Canada contact center Outbound technology spending by vertical market, 2005 --
2010 38
Table 16: Canada contact center Outbound technology spending by
size-band, 2005 -- 2010 41
Table 17: Canada contact center Quality
Monitoring technology spending by vertical market, 2005 -- 2010 43
Table
18: Canada contact center Quality Monitoring technology spending by size-band,
2005 -- 2010 46
Table 19: Canada contact center Switch-dependent
technology spending by vertical market, 2005 -- 2010 48
Table 20: Canada
contact center Switch-dependent technology spending by size-band, 2005 -- 2010
51
Table 21: Canada contact center Switch-independent technology spending
by vertical market, 2005 -- 2010 53
Table 22: Canada contact center
Switch-independent technology spending by size-band, 2005 -- 2010 56
