APAC、CEE、CALA、MEA各地區客服中心市場的發展（回顧）

本報告已在2011年07月19日停止出版。

簡介

目錄

Abstract

Overview

Introduction

This report combines all the briefs from the targeting growth in developing markets theme for Quarter 1, 2006. The market focus briefs provide an overview of drivers and trends across the developing contact center markets, while the strategy focus brief provides an overview of established and emerging offshore outsourcing markets.

Scope

• Provides an overview of the Asia Pacific contact center market and the main drivers and trends affecting the market.
• Provides an overview of the Central and Eastern European contact center market and the main drivers and trends affecting this market.
• Provides an overview of the Central and Latin American contact center market and describes how contact center vendors can succeed in this market.
• Provides an overview of the established and emerging offshore outsourcing markets.

Report Highlights

By 2009 Asia Pacific will account for 20% of global agent population.

By 2009 the CEE market will be worth $246.5 million to contact center technology vendors.

The CALA market will be worth $418 million to technology vendors in 2009

Reasons to Purchase

• To understand the market opportunity in developing contact center markets.
• To understand the market opportunity for contact center technology in the offshore and nearshore contact center markets.
• To understand the technology trends that will be seen in these markets over the coming years.

Table of Contents

• DATAMONITOR VIEW
  • CATALYST
  • SUMMARY
  • METHODOLOGY
• EXECUTIVE SUMMARY
  • Introduction
  • Selling Contact Center Technology in Asia Pacific (Market Focus)
  • Selling Contact Center Technology in Central and Eastern Europe (Market Focus)
  • Selling Contact Center Technology in Central and Latin America (Market Focus)
  • Contact Center Technology for the Offshore Market (Strategy Focus)
  • Contact Centers in APAC (Databook)
  • Contact Centers in EMEA (Databook)
  • Contact Centers in CALA (Databook)
• SELLING CONTACT CENTER TECHNOLOGY IN ASIA PACIFIC (MARKET FOCUS)
  • Summary
  • By 2009 Asia Pacific will account for 20% of global agent population
    • Outsourcing, Financial Services and Communications will account for 6 out 10 APs in the region
      • Financial services lead the way
      • Outsourcing will be the fastest growing market in the region
      • The growth in communications will be driven by high levels of uptake of mobile and internet services in the region
    • Large contact centers account for the bulk of APs in Asia Pacific
  • The Asia Pacific market is a myriad of diverse markets
    • Australia and New Zealand closely mirror the North American and Western European markets
    • Japanese and South Korean markets are notoriously difficult to break into
    • The Indian contact center market services predominantly an offshore customer base
    • The growth potential of the domestic Chinese contact center market is immense
    • The Filipino market has the region's highest concentration of offshoring
  • A 'one size fits all' strategy will not work in the Asia Pacific region
• SELLING CONTACT CENTER TECHNOLOGY IN CENTRAL AND EASTERN EUROPE (MARKET FOCUS)
  • Summary
  • CEE represents a unique opportunity for contact center vendors in a slowing global market
    • The contact center market in Central and Eastern Europe continues to experience a robust growth rate
    • A combination of several factors will drive the growth of APs in Central and Eastern Europe
  • By 2009 the CEE market will be worth $246.5 million to contact center technology vendors
  • The greatest opportunity lies in Financial Services, Outsourcing, Communications and SMEs
    • Financial Services leads the way
    • Outsourcing is also pivotal to growth in CEE
    • Deregulation and liberalization in the communications industry are key drivers for growth
    • Sizeband opportunities for vendors
  • Vendors should be careful since the CEE market has some risks
    • Often large contact centers are just the result of a corporate initiative
    • The offshore sector of the market is quite saturated by "big brands"
    • Immature approach to technology
    • Further considerations for vendors to take heed of:
  • To overcome drawbacks, sales strategies must be formed very carefully
• SELLING CONTACT CENTER TECHNOLOGY IN CENTRAL AND LATIN AMERICA (MARKET FOCUS)
  • Summary
  • The robust growth of the contact center market presents a great opportunity for vendors
    • Brazil sets the tone in the region
    • Outsourcing accounts for one third of the total agent population in the region
    • The revenue potential in the SME market is significant
      • Open standards are driving down the price of technology making it more accessible to SMEs
      • Governments in Central and Latin America are increasingly supporting the SMEs growth
      • Flexibility and lower price points are keys for success in this market
  • The market will be worth $418 million to technology vendors in 2009
    • Voice still remains the dominant communication channel
• CONTACT CENTER TECHNOLOGY FOR THE OFFSHORE MARKET (STRATEGY FOCUS)
  • Summary
  • The offshore contact center market will grow driven by the persisent need to cut costs
    • The US and UK lead the way in offshore outsourcing their contact center operations
    • India, the Philippines and Canada are currently the biggest offshore outsourced markets
  • Contact center outsourcing can take a number of forms
    • Full outsourcing is the most common scenario
      • What are the outsourcers' needs in terms of contact center technology?
      • Large outsourcers can offer their technology platforms on a hosted basis
      • Some of the global outsourcers are potential customers for managed and hosted service providers
    • Captive scenario is used only in the minority of cases
      • What are the technology needs?
    • Mixed scenario is used by large companies looking to gain more control over their outsourcing process
  • APAC will overtake North America in terms of outsourced technology spending by 2009
• CONTACT CENTERS IN APAC (DATABOOK)
  • Introduction
    • Definitions
  • Contact Centers and Agent Positions in APAC
  • In-house and Outsourced Agent Positions in APAC
  • Agent positions in APAC by vertical market
  • Agent positions in APAC by size-band
  • Agent positions in APAC by telephony end-point
  • Agent positions in APAC by technology location
  • APAC contact center technology spending by application
  • APAC contact center technology spending by vertical
  • APAC contact center technology spending by size-band
  • APAC Inbound contact center hardware routing technology spending by vertical
  • APAC Inbound contact center hardware routing technology spending by size-band
  • APAC Inbound contact center software routing technology spending by vertical
  • APAC Inbound contact center software routing technology spending by size-band
  • APAC Outbound contact center technology spending by vertical
  • APAC Outbound contact center technology spending by size-band
  • APAC Contact center agent analytics technology spending by vertical
  • APAC Contact center agent analytics technology spending by size-band
  • APAC Contact center eLearning technology spending by vertical
  • APAC Contact center eLearning technology spending by size-band
  • APAC Contact center Quality Monitoring technology spending by vertical
  • APAC Contact center Quality Monitoring technology spending by size-band
  • APAC Contact center Workforce Management technology spending by vertical
  • APAC Contact center Workforce Management technology spending by size-band
• CONTACT CENTERS IN EMEA (DATABOOK)
  • Introduction
    • Definitions
  • Contact Centers and Agent Positions in EMEA
  • In-house and Outsourced Agent Positions in EMEA
  • Agent positions in EMEA by vertical market
  • Agent positions in EMEA by size-band
  • Agent positions in EMEA by telephony end-point
  • Agent positions in EMEA by technology location
  • EMEA contact center Technology spending by application
  • EMEA contact center Technology spending by vertical
  • EMEA contact center Technology spending by size-band
  • EMEA Inbound contact center hardware routing Technology spending by vertical
  • EMEA Inbound contact center hardware routing Technology spending by size-band
  • EMEA Inbound contact center software routing Technology spending by vertical
  • EMEA Inbound contact center software routing Technology spending by size-band
  • EMEA Outbound contact center Technology spending by vertical
  • EMEA Outbound contact center Technology spending by size-band
  • EMEA Contact center agent analytics Technology spending by vertical
  • EMEA Contact center agent analytics Technology spending by size-band
  • EMEA Contact center eLearning Technology spending by vertical
  • EMEA Contact center eLearning Technology spending by size-band
  • EMEA Contact center Quality Monitoring Technology spending by vertical
  • EMEA Contact center Quality Monitoring Technology spending by size-band
  • EMEA Contact center Workforce Management Technology spending by vertical
  • EMEA Contact center Workforce Management Technology spending by size-band
• CONTACT CENTERS IN CALA (DATABOOK)
  • Introduction
    • Definitions
  • Contact Centers and Agent Positions in CALA
  • In-house and Outsourced Agent Positions in CALA
  • Agent positions in CALA by vertical market
  • Agent positions in CALA by size-band
  • Agent positions in CALA by telephony end-point
  • Agent positions in CALA by technology location
  • CALA contact center technology spending by application
  • CALA contact center technology spending by vertical
  • CALA contact center technology spending by size-band
  • CALA Inbound contact center hardware routing technology spending by vertical
  • CALA Inbound contact center hardware routing technology spending by size-band
  • CALA Inbound contact center software routing technology spending by vertical
  • CALA Inbound contact center software routing technology spending by size-band
  • CALA Outbound contact center technology spending by vertical
  • CALA Outbound contact center technology spending by size-band
  • CALA Contact center agent analytics technology spending by vertical
  • CALA Contact center agent analytics technology spending by size-band
  • CALA Contact center eLearning technology spending by vertical
  • CALA Contact center eLearning technology spending by size-band
  • CALA Contact center Quality Monitoring technology spending by vertical
  • CALA Contact center Quality Monitoring technology spending by size-band
• APPENDIX
  • Definitions
    • Agent position (AP)
    • Contact center
    • Asia Pacific
    • Central and Eastern Europe:
    • Central and Latin America
    • Inbound contact routing hardware
    • Inbound contact routing software
    • Outbound contact routing hardware and software
    • Workforce optimization technologies
    • Outsourcing
  • Further reading
  • Ask the analyst
  • List of Tables
    • Table 1: Total APs in Asia Pacific segmented by country (000s), 2004-2009
    • Table 2: Agent positions in Asia Pacific segmented by vertical market (000s), 2004-2009
    • Table 3: Asia Pacific telecommunication indicators, 2004
    • Table 4: Agent positions in Asia Pacific segmented sizeband (000s), 2004-2009
    • Table 5: Total APs in Central and Eastern Europe segmented by country (000s)
    • Table 6: CEE technology revenues by application ($m), 2004-2009
    • Table 7: Agent positions in CEE segmented by vertical market (000s), 2004-2009
    • Table 8: Agent positions in CEE segmented by sizebands (000s), 2004-2009
    • Table 9: Total agent positions in Central and Latin America segmented by country, 2004-2009
    • Table 10: Central and Latin American outsourced agent positions, 2005 - 2010
    • Table 11: Central and Latin America contact center technology revenues, $m
    • Table 12: Central and Latin America information and communication technology penetration, 2004
    • Table 13: Top 10 geographical markets served by offshore contact centers, 2005-2010
    • Table 14: Offshore APs as a proportion of total APs serving the market, 2005-2009
    • Table 15: Top 10 offshore outsourced destinations in terms of APs (000s), 2005-2010
    • Table 16: Outsourced contact centers technology spending by region ($m), 2004-2009
    • Table 17: Outsourced contact centers technology spending by region ($m), 2009
    • Table 18: Contact Center definitions
    • Table 19: Contact centers and agent positions in APAC 2004 - 2009
    • Table 20: In house and outsourced agent positions in APAC 2004 - 2009
    • Table 21: Agent positions in APAC by vertical market 2004 - 2009
    • Table 22: Agent positions in APAC by size-band 2004 - 2009
    • Table 23: Agent positions in APAC by telephony end-point 2004 - 2009
    • Table 24: Agent positions in APAC by technology location 2004 - 2009
    • Table 25: APAC contact center technology spending by application 2004 - 2009
    • Table 26: Contact Center Technology spending in APAC by vertical market 2004 - 2009
    • Table 27: APAC contact center technology spending by size-band 2004 - 2009
    • Table 28: Inbound contact center hardware routing Technology spending in APAC by vertical market 2004 - 2009
    • Table 29: APAC Inbound contact center hardware routing technology spending by size-band 2004 - 2009
    • Table 30: Inbound contact center software routing Technology spending in APAC by vertical market 2004 - 2009
    • Table 31: APAC Inbound contact center software routing technology spending by size-band 2004 - 2009
    • Table 32: Outbound contact center Technology spending in APAC by vertical market 2004 - 2009
    • Table 33: APAC Outbound contact center technology spending by size-band 2004 - 2009
    • Table 34: Contact center agent analytics Technology spending in APAC by vertical market 2004 - 2009
    • Table 35: APAC Contact center agent analytics technology spending by size-band 2004 - 2009
    • Table 36: Contact center eLearning Technology spending in APAC by vertical market 2004 - 2009
    • Table 37: APAC Contact center eLearning technology spending by size-band 2004 - 2009
    • Table 38: Contact center Quality Monitoring Technology spending in APAC by vertical market 2004 - 2009
    • Table 39: APAC Contact center Quality Monitoring technology spending by size-band 2004 - 2009
    • Table 40: Contact center Workforce Management Technology spending in APAC by vertical market 2004 - 2009
    • Table 41: APAC Contact center Workforce Management technology spending by size-band 2004 - 2009
    • Table 42: Contact Center definitions
    • Table 43: Contact centers and agent positions in EMEA 2004 - 2009
    • Table 44: In house and outsourced agent positions in EMEA 2004 - 2009
    • Table 45: Agent positions in EMEA by vertical market 2004 - 2009
    • Table 46: Agent positions in EMEA by size-band 2004 - 2009
    • Table 47: Agent positions in EMEA by telephony end-point 2004 - 2009
    • Table 48: Agent positions in EMEA by technology location 2004 - 2009
    • Table 49: EMEA contact center Technology spending by application 2004 - 2009
    • Table 50: Contact Center Technology spending in EMEA by vertical market 2004 - 2009
    • Table 51: EMEA contact center Technology spending by size-band 2004 - 2009
    • Table 52: Inbound contact center hardware routing Technology spending in EMEA by vertical market 2004 - 2009
    • Table 53: EMEA Inbound contact center hardware routing Technology spending by size-band 2004 - 2009
    • Table 54: Inbound contact center software routing Technology spending in EMEA by vertical market 2004 - 2009
    • Table 55: EMEA Inbound contact center software routing Technology spending by size-band 2004 - 2009
    • Table 56: Outbound contact center Technology spending in EMEA by vertical market 2004 - 2009
    • Table 57: EMEA Outbound contact center Technology spending by size-band 2004 - 2009
    • Table 58: Contact center agent analytics Technology spending in EMEA by vertical market 2004 - 2009
    • Table 59: EMEA Contact center agent analytics Technology spending by size-band 2004 - 2009
    • Table 60: Contact center eLearning Technology spending in EMEA by vertical market 2004 - 2009
    • Table 61: EMEA Contact center eLearning Technology spending by size-band 2004 - 2009
    • Table 62: Contact center Quality Monitoring Technology spending in EMEA by vertical market 2004 - 2009
    • Table 63: EMEA Contact center Quality Monitoring Technology spending by size-band 2004 - 2009
    • Table 64: Contact center Workforce Management Technology spending in EMEA by vertical market 2004 - 2009
    • Table 65: EMEA Contact center Workforce Management Technology spending by size-band 2004 - 2009
    • Table 66: Contact Center definitions
    • Table 67: Contact centers and agent positions in CALA 2004 - 2009
    • Table 68: In house and outsourced agent positions in CALA 2004 - 2009
    • Table 69: Agent positions in CALA by vertical market 2004 - 2009
    • Table 70: Agent positions in CALA by size-band 2004 - 2009
    • Table 71: Agent positions in CALA by telephony end-point 2004 - 2009
    • Table 72: Agent positions in CALA by technology location 2004 - 2009
    • Table 73: CALA contact center technology spending by application 2004 - 2009
    • Table 74: Contact Center Technology spending in CALA by vertical market 2004 - 2009
    • Table 75: CALA contact center technology spending by size-band 2004 - 2009
    • Table 76: Inbound contact center hardware routing Technology spending in CALA by vertical market 2004 - 2009
    • Table 77: CALA Inbound contact center hardware routing technology spending by size-band 2004 - 2009
    • Table 78: Inbound contact center software routing Technology spending in CALA by vertical market 2004 - 2009
    • Table 79: CALA Inbound contact center software routing technology spending by size-band 2004 - 2009
    • Table 80: Outbound contact center Technology spending in CALA by vertical market 2004 - 2009
    • Table 81: CALA Outbound contact center technology spending by size-band 2004 - 2009
    • Table 82: Contact center agent analytics Technology spending in CALA by vertical market 2004 - 2009
    • Table 83: CALA Contact center agent analytics technology spending by size-band 2004 - 2009
    • Table 84: Contact center eLearning Technology spending in CALA by vertical market 2004 - 2009
    • Table 85: CALA Contact center eLearning technology spending by size-band 2004 - 2009
    • Table 86: Contact center Quality Monitoring Technology spending in CALA by vertical market 2004 - 2009
    • Table 87: CALA Contact center Quality Monitoring technology spending by size-band 2004 - 2009
  • List of Figures
    • Figure 1: ASIA PACIFIC agent positions as a proportion of global total APs
    • Figure 2: Agent positions in Asia Pacific segmented by vertical market (000s), 2004-2009
    • Figure 3: CEE technology revenues by application ($m), 2004-2009
    • Figure 4: Agent positions in CEE segmented by vertical market, 2004-2009
    • Figure 5: Central and Latin American outsourced agent positions, 2005 - 2010
    • Figure 6: Central and Latin America contact center technology revenues, $m
    • Figure 7: Main offshore and nearshore locations for the major outsourcing customer markets, 2006
    • Figure 8: Top 10 offshore outsourced destinations in terms of APs, 2005-2010
    • Figure 9: Distributed contact center infrastructure
    • Figure 10: Outsourced contact centers technology spending by region, 2004-2009
    • Figure 11: Contact centers and agent positions in APAC 2004 - 2009
    • Figure 12: In house and outsourced agent positions in APAC 2004 - 2009
    • Figure 13: Agent positions in APAC by vertical market 2004 & 2009
    • Figure 14: Agent positions in APAC by size-band 2004 & 2009
    • Figure 15: Agent positions in APAC by telephony end-point 2004 - 2009
    • Figure 16: Agent positions in APAC by technology location 2004 - 2009
    • Figure 17: APAC contact center technology spending by application 2004 - 2009
    • Figure 18: Contact Center Technology spending in APAC by vertical market 2004 & 2009
    • Figure 19: APAC contact center technology spending by size-band 2004 & 2009
    • Figure 20: Inbound contact center hardware routing Technology spending in APAC by vertical market 2004 & 2009
    • Figure 21: APAC Inbound contact center hardware routing technology spending by size-band 2004 & 2009
    • Figure 22: Inbound contact center software routing Technology spending in APAC by vertical market 2004 & 2009
    • Figure 23: APAC Inbound contact center software routing technology spending by size-band 2004 & 2009
    • Figure 24: Outbound contact center Technology spending in APAC by vertical market 2004 & 2009
    • Figure 25: APAC Outbound contact center technology spending by size-band 2004 & 2009
    • Figure 26: Contact center agent analytics Technology spending in APAC by vertical market 2004 & 2009
    • Figure 27: APAC Contact center agent analytics technology spending by size-band 2004 & 2009
    • Figure 28: Contact center eLearning Technology spending in APAC by vertical market 2004 & 2009
    • Figure 29: APAC Contact center eLearning technology spending by size-band 2004 & 2009
    • Figure 30: Contact center Quality Monitoring Technology spending in APAC by vertical market 2004 & 2009
    • Figure 31: APAC Contact center Quality Monitoring technology spending by size-band 2004 & 2009
    • Figure 32: Contact center Workforce Management Technology spending in APAC by vertical market 2004 & 2009
    • Figure 33: APAC Contact center Workforce Management technology spending by size-band 2004 & 2009
    • Figure 34: Contact centers and agent positions in EMEA 2004 - 2009
    • Figure 35: In house and outsourced agent positions in EMEA 2004 - 2009
    • Figure 36: Agent positions in EMEA by vertical market 2004 - 2009
    • Figure 37: Agent positions in EMEA by size-band 2004 - 2009
    • Figure 38: Agent positions in EMEA by telephony end-point 2004 - 2009
    • Figure 39: Agent positions in EMEA by technology location 2004 - 2009
    • Figure 40: EMEA contact center Technology spending by application 2004 - 2009
    • Figure 41: Contact Center Technology spending in EMEA by vertical market 2004 - 2009
    • Figure 42: EMEA contact center Technology spending by size-band 2004 - 2009
    • Figure 43: Inbound contact center hardware routing Technology spending in EMEA by vertical market 2004 - 2009
    • Figure 44: EMEA Inbound contact center hardware routing Technology spending by size-band 2004 - 2009
    • Figure 45: Inbound contact center software routing Technology spending in EMEA by vertical market 2004 - 2009
    • Figure 46: EMEA Inbound contact center software routing Technology spending by size-band 2004 - 2009
    • Figure 47: Outbound contact center Technology spending in EMEA by vertical market 2004 - 2009
    • Figure 48: EMEA Outbound contact center Technology spending by size-band 2004 - 2009
    • Figure 49: Contact center agent analytics Technology spending in EMEA by vertical market 2004 - 2009
    • Figure 50: EMEA Contact center agent analytics Technology spending by size-band 2004 - 2009
    • Figure 51: Contact center eLearning Technology spending in EMEA by vertical market 2004 - 2009
    • Figure 52: EMEA Contact center eLearning Technology spending by size-band 2004 - 2009
    • Figure 53: Contact center Quality Monitoring Technology spending in EMEA by vertical market 2004 - 2009
    • Figure 54: EMEA Contact center Quality Monitoring Technology spending by size-band 2004 - 2009
    • Figure 55: Contact center Workforce Management Technology spending in EMEA by vertical market 2004 - 2009
    • Figure 56: EMEA Contact center Workforce Management Technology spending by size-band 2004 - 2009
    • Figure 57: Contact centers and agent positions in CALA 2004 - 2009
    • Figure 58: In house and outsourced agent positions in CALA 2004 - 2009
    • Figure 59: Agent positions in CALA by vertical market 2004 & 2009
    • Figure 60: Agent positions in CALA by size-band 2004 & 2009
    • Figure 61: Agent positions in CALA by telephony end-point 2004 - 2009
    • Figure 62: Agent positions in CALA by technology location 2004 - 2009
    • Figure 63: CALA contact center technology spending by application 2004 - 2009
    • Figure 64: Contact Center Technology spending in CALA by vertical market 2004 & 2009
    • Figure 65: CALA contact center technology spending by size-band 2004 & 2009
    • Figure 66: Inbound contact center hardware routing Technology spending in CALA by vertical market 2004 & 2009
    • Figure 67: CALA Inbound contact center hardware routing technology spending by size-band 2004 & 2009
    • Figure 68: Inbound contact center software routing Technology spending in CALA by vertical market 2004 & 2009
    • Figure 69: CALA Inbound contact center software routing technology spending by size-band 2004 & 2009
    • Figure 70: Outbound contact center Technology spending in CALA by vertical market 2004 & 2009
    • Figure 71: CALA Outbound contact center technology spending by size-band 2004 & 2009
    • Figure 72: Contact center agent analytics Technology spending in CALA by vertical market 2004 & 2009
    • Figure 73: CALA Contact center agent analytics technology spending by size-band 2004 & 2009
    • Figure 74: Contact center eLearning Technology spending in CALA by vertical market 2004 & 2009
    • Figure 75: CALA Contact center eLearning technology spending by size-band 2004 & 2009
    • Figure 76: Contact center Quality Monitoring Technology spending in CALA by vertical market 2004 & 2009
    • Figure 77: CALA Contact center Quality Monitoring technology spending by size-band 2004 & 2009

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