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 France
9
In-house and Outsourced Agent Positions in France 11
Agent positions
in France by vertical market 13
Agent positions in France by size-band
15
Agent positions in France by telephony end-point 17
Agent positions
in France by technology location 19
TECHNOLOGY SPENDING 21
France
contact center technology spending by application 21
France contact center
technology spending by vertical 23
France contact center technology
spending by size-band 25
CONTACT CENTER INBOUND HARDWARE TECHNOLOGY
SPENDING 27
France contact center Inbound hardware technology spending by
vertical 27
France contact center Inbound hardware technology spending by
size-band 30
CONTACT CENTER NON-SWITCH SOFTWARE TECHNOLOGY SPENDING 32
France contact center Non-switch software technology spending by vertical
32
France contact center Non-switch software technology spending by
size-band 35
CONTACT CENTER OUTBOUND TECHNOLOGY SPENDING 37
France
contact center Outbound technology spending by vertical 37
France contact
center Outbound technology spending by size-band 39
CONTACT CENTER QUALITY
MONITORING TECHNOLOGY SPENDING 41
France contact center Quality Monitoring
technology spending by vertical 41
France contact center Quality
Monitoring technology spending by size-band 44
CONTACT CENTER SWITCH
DEPENDENT SOFTWARE TECHNOLOGY SPENDING 46
France contact center
Switch-dependent technology spending by vertical 46
France Contact center
Switch-dependent technology spending by size-band 49
CONTACT CENTER
SWITCH-INDEPENDENT TECHNOLOGY SPENDING 51
France contact center
Switch-independent technology spending by vertical 51
France contact
center Switch-independent technology spending by size-band 54
APPENDIX
56
Further reading 56
Ask the analyst 56
LIST OF FIGURES
Figure 1: Contact centers and agent positions in France, 2005 -- 2010 9
Figure 2: In house and outsourced agent positions in France, 2005 -- 2010
11
Figure 3: Agent positions in France by vertical market, 2005 & 2010
13
Figure 4: Agent positions in France by size-band, 2005 & 2010 15
Figure 5: Agent positions in France by telephony end-point, 2005 -- 2010
17
Figure 6: Agent positions in France by technology location, 2005 --
2010 19
Figure 7: France contact center technology spending by
application, 2005 -- 2010 21
Figure 8: France contact center technology
spending by vertical market, 2005 & 2010 23
Figure 9: France contact
center technology spending by size-band, 2005 & 2010 25
Figure 10: France
contact center Inbound hardware technology spending by vertical market, 2005 &
2010 27
Figure 11: France contact center Inbound hardware technology
spending by size-band, 2005 & 2010 30
Figure 12: France contact center
Non-switch software technology spending by vertical market, 2005 & 2010
32
Figure 13: France contact center Non-switch software technology
spending by size-band, 2005 & 2010 35
Figure 14: France contact center
Outbound technology spending by vertical market, 2005 & 2010 37
Figure 15:
France contact center Outbound technology spending by size-band, 2005 & 2010
39
Figure 16: France contact center Quality Monitoring Technology spending
by vertical market, 2005 & 2010 41
Figure 17: France contact center
Quality Monitoring technology spending by size-band, 2005 & 2010 44
Figure 18: France contact center Switch-dependent Technology spending by
vertical market, 2005 & 2010 46
Figure 19: France Contact center
Switch-dependent technology spending by size-band, 2005 & 2010 49
Figure
20: France contact center Switch-independent Technology spending by vertical
market, 2005 & 2010 51
Figure 21: France contact center
Switch-independent technology spending by size-band, 2005 & 2010 54
LIST OF TABLES
Table 1: Contact Center definitions 2
Table 2: Contact
centers and agent positions in France, 2005 -- 2010 10
Table 3: In house
and outsourced agent positions in France, 2005 -- 2010 12
Table 4: Agent
positions in France by vertical market, 2005 -- 2010 14
Table 5: Agent
positions in France by size-band, 2005 -- 2010 16
Table 6: Agent positions
in France by telephony end-point, 2005 -- 2010 18
Table 7: Agent positions
in France by technology location, 2005 -- 2010 20
Table 8: France contact
center technology spending by application, 2005 -- 2010 22
Table 9: France
contact center technology spending by vertical market, 2005 -- 2010 24
Table 10: France contact center technology spending by size-band, 2005 -- 2010
26
Table 11: France contact center Inbound hardware technology spending by
vertical market, 2005 -- 2010 28
Table 12: France contact center Inbound
hardware technology spending by size-band, 2005 -- 2010 31
Table 13:
France contact center Non-switch software technology spending by vertical
market, 2005 -- 2010 33
Table 14: France contact center Non-switch
software technology spending by size-band, 2005 -- 2010 36
Table 15:
France contact center Outbound technology spending by vertical market, 2005 --
2010 38
Table 16: France contact center Outbound technology spending by
size-band, 2005 -- 2010 40
Table 17: France contact center Quality
Monitoring Technology spending by vertical market, 2005 -- 2010 42
Table
18: France contact center Quality Monitoring technology spending by size-band,
2005 -- 2010 45
Table 19: France contact center Switch-dependent
Technology spending by vertical market, 2005 -- 2010 47
Table 20: France
Contact center Switch-dependent technology spending by size-band, 2005 -- 2010
50
Table 21: France contact center Switch-independent Technology spending
by vertical market, 2005 -- 2010 52
Table 22: France contact center
Switch-independent technology spending by size-band, 2005 -- 2010 55
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