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