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 Italy 9
In-house and Outsourced Agent Positions in Italy 11
Agent positions in
Italy by vertical market 13
Agent positions in Italy by size-band 15
Agent positions in Italy by telephony end-point 17
Agent positions in
Italy by technology location 19
TECHNOLOGY SPENDING 21
Italy contact
center technology spending by application 21
Italy contact center
technology spending by vertical 23
Italy contact center technology
spending by size-band 25
CONTACT CENTER INBOUND HARDWARE TECHNOLOGY
SPENDING 27
Italy contact center Inbound hardware technology spending by
vertical 27
Italy contact center Inbound hardware technology spending by
size-band 30
CONTACT CENTER NON-SWITCH SOFTWARE TECHNOLOGY SPENDING 32
Italy contact center Non-switch software technology spending by vertical
32
Italy contact center Non-switch software technology spending by
size-band 35
CONTACT CENTER OUTBOUND TECHNOLOGY SPENDING 37
Italy
contact center Outbound technology spending by vertical 37
Italy contact
center Outbound technology spending by size-band 39
CONTACT CENTER QUALITY
MONITORING TECHNOLOGY SPENDING 41
Italy contact center Quality Monitoring
technology spending by vertical 41
Italy contact center Quality Monitoring
technology spending by size-band 44
CONTACT CENTER SWITCH DEPENDENT
SOFTWARE TECHNOLOGY SPENDING 46
Italy contact center Switch-dependent
technology spending by vertical 46
Italy Contact center Switch-dependent
technology spending by size-band 48
CONTACT CENTER SWITCH-INDEPENDENT
TECHNOLOGY SPENDING 50
Italy contact center Switch-independent technology
spending by vertical 50
Italy contact center Switch-independent technology
spending by size-band 53
APPENDIX 55
Further reading 55
Ask the
analyst 55
LIST OF FIGURES
Figure 1: Contact centers and agent
positions in Italy, 2005 -- 2010 9
Figure 2: In house and outsourced agent
positions in Italy, 2005 -- 2010 11
Figure 3: Agent positions in Italy by
vertical market, 2005 & 2010 13
Figure 4: Agent positions in Italy by
size-band, 2005 & 2010 15
Figure 5: Agent positions in Italy by telephony
end-point, 2005 -- 2010 17
Figure 6: Agent positions in Italy by
technology location, 2005 -- 2010 19
Figure 7: Italy contact center
technology spending by application, 2005 -- 2010 21
Figure 8: Italy
contact center technology spending by vertical market, 2005 & 2010 23
Figure 9: Italy contact center technology spending by size-band, 2005 & 2010
25
Figure 10: Italy contact center Inbound hardware technology spending by
vertical market, 2005 & 2010 27
Figure 11: Italy contact center Inbound
hardware technology spending by size-band, 2005 & 2010 30
Figure 12: Italy
contact center Non-switch software technology spending by vertical market,
2005 & 2010 32
Figure 13: Italy contact center Non-switch software
technology spending by size-band, 2005 & 2010 35
Figure 14: Italy contact
center Outbound technology spending by vertical market, 2005 & 2010 37
Figure 15: Italy contact center Outbound technology spending by size-band,
2005 & 2010 39
Figure 16: Italy contact center Quality Monitoring
technology spending by vertical market, 2005 & 2010 41
Figure 17: Italy
contact center Quality Monitoring technology spending by size-band, 2005 &
2010 44
Figure 18: Italy contact center Switch-dependent technology
spending by vertical market, 2005 & 2010 46
Figure 19: Italy Contact
center Switch-dependent technology spending by size-band, 2005 & 2010 48
Figure 20: Italy contact center Switch-independent technology spending by
vertical market, 2005 & 2010 50
Figure 21: Italy contact center
Switch-independent technology spending by size-band, 2005 & 2010 53
LIST OF TABLES
Table 1: Contact Center definitions 2
Table 2: Contact
centers and agent positions in Italy, 2005 -- 2010 10
Table 3: In house
and outsourced agent positions in Italy, 2005 -- 2010 12
Table 4: Agent
positions in Italy by vertical market, 2005 -- 2010 14
Table 5: Agent
positions in Italy by size-band, 2005 -- 2010 16
Table 6: Agent positions
in Italy by telephony end-point, 2005 -- 2010 18
Table 7: Agent positions
in Italy by technology location, 2005 -- 2010 20
Table 8: Italy contact
center technology spending by application, 2005 -- 2010 22
Table 9: Italy
contact center technology spending by vertical market, 2005 -- 2010 24
Table 10: Italy contact center technology spending by size-band, 2005 -- 2010
26
Table 11: Italy contact center Inbound hardware technology spending by
vertical market, 2005 -- 2010 28
Table 12: Italy contact center Inbound
hardware technology spending by size-band, 2005 -- 2010 31
Table 13: Italy
contact center Non-switch software technology spending by vertical market,
2005 -- 2010 33
Table 14: Italy contact center Non-switch software
technology spending by size-band, 2005 -- 2010 36
Table 15: Italy contact
center Outbound technology spending by vertical market, 2005 -- 2010 38
Table 16: Italy contact center Outbound technology spending by size-band, 2005
-- 2010 40
Table 17: Italy contact center Quality Monitoring technology
spending by vertical market, 2005 -- 2010 42
Table 18: Italy contact
center Quality Monitoring technology spending by size-band, 2005 -- 2010
45
Table 19: Italy contact center Switch-dependent technology spending by
vertical market, 2005 -- 2010 47
Table 20: Italy Contact center
Switch-dependent technology spending by size-band, 2005 -- 2010 49
Table
21: Italy contact center Switch-independent technology spending by vertical
market, 2005 -- 2010 51
Table 22: Italy contact center Switch-independent
technology spending by size-band, 2005 -- 2010 54
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