本報告已在2011年07月19日停止出版。
Abstract
Introduction
A statistical overview of technology deployments in contact centers
Scope
An overview of contact center technology trends in Japan Broken down by 12
different verticals across five different sizebands
Highlights
Statistical overviews of trends in contact center demand for in-house and
outsourced agent positions in different vertical markets.
Reasons to Purchase
Determine rates of growth in emerging and mature vertical markets Understand
new market opportunities in Japan.
Table of Contents
TABLE OF CONTENTS
OVERVIEW 1
Catalyst 1
Summary 1
Definitions
2
AGENT POSITIONS 9
Contact Centers and Agent Positions in Japan 9
In-house and Outsourced Agent Positions in Japan 11
Agent positions in
Japan by vertical market 13
Agent positions in Japan by size-band 15
Agent positions in Japan by telephony end-point 17
Agent positions in
Japan by technology location 19
TECHNOLOGY SPENDING 21
Japan contact
center technology spending by application 21
Japan contact center
technology spending by vertical 23
Japan contact center technology
spending by size-band 25
CONTACT CENTER INBOUND HARDWARE TECHNOLOGY
SPENDING 27
Japan contact center Inbound hardware technology spending by
vertical 27
Japan contact center Inbound hardware technology spending by
size-band 30
CONTACT CENTER NON-SWITCH SOFTWARE TECHNOLOGY SPENDING 32
Japan contact center Non-switch software technology spending by vertical
32
Japan contact center Non-switch software technology spending by
size-band 35
CONTACT CENTER OUTBOUND TECHNOLOGY SPENDING 37
Japan
contact center Outbound technology spending by vertical 37
Japan contact
center Outbound technology spending by size-band 39
CONTACT CENTER QUALITY
MONITORING TECHNOLOGY SPENDING 41
Japan contact center Quality Monitoring
technology spending by vertical 41
Japan contact center Quality Monitoring
technology spending by size-band 44
CONTACT CENTER SWITCH DEPENDENT
SOFTWARE TECHNOLOGY SPENDING 46
Japan contact center Switch-dependent
technology spending by vertical 46
Japan Contact center Switch-dependent
technology spending by size-band 49
CONTACT CENTER SWITCH-INDEPENDENT
TECHNOLOGY SPENDING 51
Japan contact center Switch-independent technology
spending by vertical 51
Japan contact center Switch-independent technology
spending by size-band 54
CONTACT CENTER WORKFORCE MANAGEMENT TECHNOLOGY
SPENDING 56
Japan contact center Workforce Management technology spending
by vertical 56
Japan 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 Japan, 2005 -- 2010 9
Figure 2: In house and outsourced agent
positions in Japan, 2005 -- 2010 11
Figure 3: Agent positions in Japan by
vertical market, 2005 & 2010 13
Figure 4: Agent positions in Japan by
size-band, 2005 & 2010 15
Figure 5: Agent positions in Japan by telephony
end-point, 2005 -- 2010 17
Figure 6: Agent positions in Japan by
technology location, 2005 -- 2010 19
Figure 7: Japan contact center
technology spending by application, 2005 -- 2010 21
Figure 8: Japan
contact center technology spending by vertical market, 2005 & 2010 23
Figure 9: Japan contact center technology spending by size-band, 2005 & 2010
25
Figure 10: Japan contact center Inbound hardware technology spending by
vertical market, 2005 & 2010 27
Figure 11: Japan contact center Inbound
hardware technology spending by size-band, 2005 & 2010 30
Figure 12:
Japan contact center Non-switch software technology spending by vertical
market, 2005 & 2010 32
Figure 13: Japan contact center Non-switch
software technology spending by size-band, 2005 & 2010 35
Figure 14:
Japan contact center Outbound technology spending by vertical market, 2005 &
2010 37
Figure 15: Japan contact center Outbound technology spending by
size-band, 2005 & 2010 39
Figure 16: Japan contact center Quality
Monitoring technology spending by vertical market, 2005 & 2010 41
Figure
17: Japan contact center Quality Monitoring technology spending by size-band,
2005 & 2010 44
Figure 18: Japan contact center Switch-dependent
technology spending by vertical market, 2005 & 2010 46
Figure 19: Japan
contact center Switch-dependent technology spending by size-band, 2005 & 2010
49
Figure 20: Japan contact center Switch-independent technology spending
by vertical market, 2005 & 2010 51
Figure 21: Japan contact center
Switch-independent technology spending by size-band, 2005 & 2010 54
Figure 22: Japan contact center Workforce Management technology spending by
vertical market, 2005 & 2010 56
Figure 23: Japan 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 Japan, 2005 -- 2010 10
Table 3: In house and
outsourced agent positions in Japan, 2005 -- 2010 12
Table 4: Agent
positions in Japan by vertical market, 2005 -- 2010 14
Table 5: Agent
positions in Japan by size-band, 2005 -- 2010 16
Table 6: Agent positions
in Japan by telephony end-point, 2005 -- 2010 18
Table 7: Agent positions
in Japan by technology location, 2005 -- 2010 20
Table 8: Japan contact
center technology spending by application, 2005 -- 2010 22
Table 9: Japan
contact center technology spending by vertical market, 2005 -- 2010 24
Table 10: Japan contact center technology spending by size-band, 2005 -- 2010
26
Table 11: Japan contact center Inbound hardware technology spending by
vertical market, 2005 -- 2010 28
Table 12: Japan contact center Inbound
hardware technology spending by size-band, 2005 -- 2010 31
Table 13:
Japan contact center Non-switch software technology spending by vertical
market, 2005 -- 2010 33
Table 14: Japan contact center Non-switch
software technology spending by size-band, 2005 -- 2010 36
Table 15:
Japan contact center Outbound technology spending by vertical market, 2005 --
2010 38
Table 16: Japan contact center Outbound technology spending by
size-band, 2005 -- 2010 40
Table 17: Japan contact center Quality
Monitoring technology spending by vertical market, 2005 -- 2010 42
Table
18: Japan contact center Quality Monitoring technology spending by size-band,
2005 -- 2010 45
Table 19: Japan contact center Switch-dependent
technology spending by vertical market, 2005 -- 2010 47
Table 20: Japan
contact center Switch-dependent technology spending by size-band, 2005 -- 2010
50
Table 21: Japan contact center Switch-independent technology spending
by vertical market, 2005 -- 2010 52
Table 22: Japan contact center
Switch-independent technology spending by size-band, 2005 -- 2010 55
Table 23: Japan contact center Workforce Management technology spending by
vertical market, 2005 -- 2010 57
Table 24: Japan contact center Workforce
Management technology spending by size-band, 2005 -- 2010 60
