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 New EU 12
9
In-house and Outsourced Agent Positions in New EU 12 11
Agent
positions in New EU 12 by vertical market 13
Agent positions in New EU 12
by size-band 15
Agent positions in New EU 12 by telephony end-point 17
Agent positions in New EU 12 by technology location 19
TECHNOLOGY SPENDING
21
New EU 12 contact center technology spending by application 21
New
EU 12 contact center technology spending by vertical 23
New EU 12 contact
center technology spending by size-band 25
CONTACT CENTER INBOUND HARDWARE
TECHNOLOGY SPENDING 27
New EU 12 contact center Inbound hardware
technology spending by vertical 27
New EU 12 contact center Inbound
hardware technology spending by size-band 30
CONTACT CENTER NON-SWITCH
SOFTWARE TECHNOLOGY SPENDING 32
New EU 12 contact center Non-switch
software technology spending by vertical 32
New EU 12 contact center
Non-switch software technology spending by size-band 35
CONTACT CENTER
OUTBOUND TECHNOLOGY SPENDING 37
New EU 12 contact center Outbound
technology spending by vertical 37
New EU 12 contact center Outbound
technology spending by size-band 39
CONTACT CENTER QUALITY MONITORING
TECHNOLOGY SPENDING 41
New EU 12 contact center Quality Monitoring
technology spending by vertical 41
New EU 12 Contact center Quality
Monitoring technology spending by size-band 44
CONTACT CENTER SWITCH
DEPENDENT SOFTWARE TECHNOLOGY SPENDING 46
New EU 12 contact center
Switch-dependent technology spending by vertical 46
New EU 12 Contact
center Switch-dependent technology spending by size-band 49
CONTACT CENTER
SWITCH-INDEPENDENT TECHNOLOGY SPENDING 51
New EU 12 contact center
Switch-independent technology spending by vertical 51
New EU 12 contact
center Switch-independent technology spending by size-band 54
CONTACT
CENTER WORKFORCE MANAGEMENT TECHNOLOGY SPENDING 56
New EU 12 contact
center Workforce Management technology spending by vertical 56
New EU 12
contact center Workforce Management technology spending by size-band 59
APPENDIX 61
Further reading 61
Ask the analyst 61
LIST OF
FIGURES
Figure 1: Contact centers and agent positions in New EU 12, 2005
-- 2010 9
Figure 2: In house and outsourced agent positions in New EU 12,
2005 -- 2010 11
Figure 3: Agent positions in New EU 12 by vertical market,
2005 & 2010 13
Figure 4: Agent positions in New EU 12 by size-band, 2005 &
2010 15
Figure 5: Agent positions in New EU 12 by telephony end-point,
2005 -- 2010 17
Figure 6: Agent positions in New EU 12 by technology
location, 2005 -- 2010 19
Figure 7: New EU 12 contact center technology
spending by application, 2005 -- 2010 21
Figure 8: New EU 12 contact
center technology spending by vertical market, 2005 & 2010 23
Figure 9:
New EU 12 contact center technology spending by size-band, 2005 & 2010 25
Figure 10: New EU 12 contact center Inbound hardware technology spending by
vertical market, 2005 & 2010 27
Figure 11: New EU 12 contact center
Inbound hardware technology spending by size-band, 2005 & 2010 30
Figure
12: New EU 12 contact center Non-switch software technology spending by
vertical market, 2005 & 2010 32
Figure 13: New EU 12 contact center
Non-switch software technology spending by size-band, 2005 & 2010 35
Figure 14: New EU 12 contact center Outbound technology spending by vertical
market, 2005 & 2010 37
Figure 15: New EU 12 contact center Outbound
technology spending by size-band, 2005 & 2010 39
Figure 16: New EU 12
contact center Quality Monitoring technology spending by vertical market, 2005
& 2010 41
Figure 17: New EU 12 contact center Quality Monitoring
technology spending by size-band, 2005 & 2010 44
Figure 18: New EU 12
contact center Switch-dependent technology spending by vertical market, 2005 &
2010 46
Figure 19: New EU 12 Contact center Switch-dependent technology
spending by size-band, 2005 & 2010 49
Figure 20: New EU 12 contact center
Switch-independent technology spending by vertical market, 2005 & 2010 51
Figure 21: New EU 12 contact center Switch-independent technology spending by
size-band, 2005 & 2010 54
Figure 22: New EU 12 contact center Workforce
Management technology spending by vertical market, 2005 & 2010 56
Figure
23: New EU 12 contact center Workforce Management technology spending by
size-band, 2005 & 2010 59
LIST OF TABLES
Table 1: Contact Center
definitions 2
Table 2: Contact centers and agent positions in New EU 12,
2005 -- 2010 10
Table 3: In house and outsourced agent positions in New EU
12, 2005 -- 2010 12
Table 4: Agent positions in New EU 12 by vertical
market, 2005 -- 2010 14
Table 5: Agent positions in New EU 12 by
size-band, 2005 -- 2010 16
Table 6: Agent positions in New EU 12 by
telephony end-point, 2005 -- 2010 18
Table 7: Agent positions in New EU 12
by technology location, 2005 -- 2010 20
Table 8: New EU 12 contact center
technology spending by application, 2005 -- 2010 22
Table 9: New EU 12
contact center technology spending by vertical market, 2005 -- 2010 24
Table 10: New EU 12 contact center technology spending by size-band, 2005 --
2010 26
Table 11: New EU 12 contact center Inbound hardware technology
spending by vertical market, 2005 -- 2010 28
Table 12: New EU 12 contact
center Inbound hardware technology spending by size-band, 2005 -- 2010 31
Table 13: New EU 12 contact center Non-switch software technology spending by
vertical market, 2005 -- 2010 33
Table 14: New EU 12 contact center
Non-switch software technology spending by size-band, 2005 -- 2010 36
Table 15: New EU 12 contact center Outbound technology spending by vertical
market, 2005 -- 2010 38
Table 16: New EU 12 contact center Outbound
technology spending by size-band, 2005 -- 2010 40
Table 17: New EU 12
contact center Quality Monitoring technology spending by vertical market, 2005
-- 2010 42
Table 18: New EU 12 contact center Quality Monitoring
technology spending by size-band, 2005 -- 2010 45
Table 19: New EU 12
contact center Switch-dependent technology spending by vertical market, 2005
-- 2010 47
Table 20: New EU 12 Contact center Switch-dependent technology
spending by size-band, 2005 -- 2010 50
Table 21: New EU 12 contact center
Switch-independent technology spending by vertical market, 2005 -- 2010
52
Table 22: New EU 12 contact center Switch-independent technology
spending by size-band, 2005 -- 2010 55
Table 23: New EU 12 contact center
Workforce Management technology spending by vertical market, 2005 -- 2010
57
Table 24: New EU 12 contact center Workforce Management technology
spending by size-band, 2005 -- 2010 60
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