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 North
America 9
In-house and Outsourced Agent Positions in North America 11
Agent positions in North America by vertical market 13
Agent positions in
North America by size-band 15
Agent positions in North America by
telephony end-point 17
Agent positions in North America by technology
location 19
TECHNOLOGY SPENDING 21
North America contact center
technology spending by application 21
North America contact center
technology spending by vertical 23
North America contact center technology
spending by size-band 25
CONTACT CENTER INBOUND HARDWARE TECHNOLOGY
SPENDING 27
North America contact center Inbound hardware technology
spending by vertical 27
North America contact center Inbound hardware
technology spending by size-band 30
CONTACT CENTER NON-SWITCH SOFTWARE
TECHNOLOGY SPENDING 32
North America contact center Non-switch software
technology spending by vertical 32
North America contact center Non-switch
software technology spending by size-band 35
CONTACT CENTER OUTBOUND
TECHNOLOGY SPENDING 37
North America contact center Outbound technology
spending by vertical 37
North America contact center Outbound technology
spending by size-band 40
CONTACT CENTER QUALITY MONITORING TECHNOLOGY
SPENDING 42
North America contact center Quality Monitoring technology
spending by vertical 42
North America contact center Quality Monitoring
technology spending by size-band 45
CONTACT CENTER SWITCH DEPENDENT
SOFTWARE TECHNOLOGY SPENDING 47
North America contact center
Switch-dependent technology spending by vertical 47
North America Contact
center Switch-dependent technology spending by size-band 50
CONTACT CENTER
SWITCH-INDEPENDENT TECHNOLOGY SPENDING 52
North America contact center
Switch-independent technology spending by vertical 52
North America
contact center Switch-independent technology spending by size-band 55
CONTACT CENTER WORKFORCE MANAGEMENT TECHNOLOGY SPENDING 57
North America
contact center Workforce Management technology spending by vertical 57
North America contact center Workforce Management technology spending by
size-band 60
APPENDIX 62
Further reading 62
Ask the analyst 62
LIST OF FIGURES
Figure 1: Contact centers and agent positions in
North America, 2005 -- 2010 9
Figure 2: In house and outsourced agent
positions in North America, 2005 -- 2010 11
Figure 3: Agent positions in
North America by vertical market, 2005 & 2010 13
Figure 4: Agent positions
in North America by size-band, 2005 & 2010 15
Figure 5: Agent positions in
North America by telephony end-point, 2005 -- 2010 17
Figure 6: Agent
positions in North America by technology location, 2005 -- 2010 19
Figure
7: North America contact center technology spending by application, 2005 --
2010 21
Figure 8: North America contact center technology spending by
vertical market, 2005 & 2010 23
Figure 9: North America contact center
technology spending by size-band, 2005 & 2010 25
Figure 10: North America
contact center Inbound hardware technology spending by vertical market, 2005 &
2010 27
Figure 11: North America contact center Inbound hardware
technology spending by size-band, 2005 & 2010 30
Figure 12: North America
contact center Non-switch software technology spending by vertical market,
2005 & 2010 32
Figure 13: North America contact center Non-switch software
technology spending by size-band, 2005 & 2010 35
Figure 14: North America
contact center Outbound technology spending by vertical market, 2005 & 2010
37
Figure 15: North America contact center Outbound technology spending by
size-band, 2005 & 2010 40
Figure 16: North America contact center Quality
Monitoring technology spending by vertical market, 2005 & 2010 42
Figure
17: North America contact center Quality Monitoring technology spending by
size-band, 2005 & 2010 45
Figure 18: North America contact center
Switch-dependent technology spending by vertical market, 2005 & 2010 47
Figure 19: North America Contact center Switch-dependent technology spending
by size-band, 2005 & 2010 50
Figure 20: North America contact center
Switch-independent technology spending by vertical market, 2005 & 2010 52
Figure 21: North America contact center Switch-independent technology spending
by size-band, 2005 & 2010 55
Figure 22: North America contact center
Workforce Management technology spending by vertical market, 2005 & 2010
57
Figure 23: North America contact center Workforce Management technology
spending by size-band, 2005 & 2010 60
LIST OF TABLES
Table 1:
Contact Center definitions 2
Table 2: Contact centers and agent positions
in North America, 2005 -- 2010 10
Table 3: In house and outsourced agent
positions in North America, 2005 -- 2010 12
Table 4: Agent positions in
North America by vertical market, 2005 -- 2010 14
Table 5: Agent positions
in North America by size-band, 2005 -- 2010 16
Table 6: Agent positions in
North America by telephony end-point, 2005 -- 2010 18
Table 7: Agent
positions in North America by technology location, 2005 -- 2010 20
Table
8: North America contact center technology spending by application, 2005 --
2010 22
Table 9: North America contact center technology spending by
vertical market, 2005 -- 2010 24
Table 10: North America contact center
technology spending by size-band, 2005 -- 2010 26
Table 11: North America
contact center Inbound hardware technology spending by vertical market, 2005
-- 2010 28
Table 12: North America contact center Inbound hardware
technology spending by size-band, 2005 -- 2010 31
Table 13: North America
contact center Non-switch software technology spending by vertical market,
2005 -- 2010 33
Table 14: North America contact center Non-switch software
technology spending by size-band, 2005 -- 2010 36
Table 15: North America
contact center Outbound technology spending by vertical market, 2005 -- 2010
38
Table 16: North America contact center Outbound technology spending by
size-band, 2005 -- 2010 41
Table 17: North America contact center Quality
Monitoring technology spending by vertical market, 2005 -- 2010 43
Table
18: North America contact center Quality Monitoring technology spending by
size-band, 2005 -- 2010 46
Table 19: North America contact center
Switch-dependent technology spending by vertical market, 2005 -- 2010 48
Table 20: North America Contact center Switch-dependent technology spending by
size-band, 2005 -- 2010 51
Table 21: North America contact center
Switch-independent technology spending by vertical market, 2005 -- 2010 53
Table 22: North America contact center Switch-independent technology spending
by size-band, 2005 -- 2010 56
Table 23: North America contact center
Workforce Management technology spending by vertical market, 2005 -- 2010
58
Table 24: North America contact center Workforce Management technology
spending by size-band, 2005 -- 2010 61
