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市場調查報告書
全球客服中心的新發展：新市場機會、成長領域及有效的銷售策略
Where Next for Global Contact Centers? New market opportunities, growth sectors and effective sales strategies
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全球客服中心的新發展：新市場機會、成長領域及有效的銷售策略 是由出版商Business Insights在2007年08月所出版的。
這份英文市場調查報告書價格從美金1910起跳。
Abstract
Business Insights' portfolio of technology management reports are
designed to help you make well informed and timely business decisions. We
understand the problems facing today' s technology executives when trying to
drive your business forward, and appreciate the importance of accurate,
up-to-date, incisive product, market and company analysis. We help you to
crystallize your business decisions.
The strength of our technology research and analysis is derived from
access to unparalleled databases and libraries of information and the use of
proprietary analytic techniques. Business Insights reports are authored by
independent experts and contain findings garnered from dedicated primary
research. Our authors' leading positions secure them access to interview key
executives and to establish which issues will be of greatest strategic
significance for the industry.
Our technology portfolio of reports can be used across a wide range of
business functions to assess market conditions and devise future strategies.
The order form on the back of this brochure lists recent titles available from
the categories of CRM, Strategy, eCommerce, Information and Communications
Technology and vertical markets including Finance and
Healthcare.
Some key findings from this report...
- Over 800,000 hosted AP' s will exist globally by 2010.
- Contact center outsourcing deployments in mature vertical markets will
rise from 0.87 to 1.25 million AP' s during the period 2006-12, although
annual growth will fall by 8% in the same interval.
- Remote (virtual) workers represent a significant expansion in contact
center functionality, despite only constituting a small percentage of
AP' s, encompassing 354,000 workers in 2007.
- The Indian contact center market is suffering a decline in annual
growth, falling by 30% between 2005 and 2009, due to the maturing market
and increased competition from offshore locations.
- The public sector is the fastest growing global vertical market.
- AP' s in Central and Eastern Europe are set to grow by 71% to 308,800
between 2004 and 2009 with this growth driven by offshoring and
outsourcing.
This new report will enable you to...
- Identify and assess the existing and emerging opportunities within
the global contact center market.
- Predict future contact center technology expenditure using the
spending forecasts to 2012 included in this report.
- Forecast future levels of contact center agent position based upon
this report' s global statistics up to 2009.
- Identify and understand the key market drivers and inhibitors for
each market opportunity, allowing you to tailor your expansion strategies.
- Enhance the competitiveness your products and services with this
report' s insights into contact center price optimization.
Key issues examined in this report...
- Hosted contact centers. Offering the inclusion of knowledge workers
and back-office staff with multiple locations supported through a networked
infrastructure, HCC' s are growing rapidly.
- Video contact centers. Revolutionary benefits including revenue
streams from advertisers, ' super-mail' and ' voice to video' switch, which let
agents demonstrate a solution to a person visually.
- Virtual contact centers. VCCs are finally becoming a reality, with
many Telco' s now internally migrating to IP telephony.
- Is it over for India? Annual growth will fall from 37 per cent in
2005 to 7 per cent in 2009, as the market matures and there is increased
competition from other offshore locations
- New vertical and emerging outsourcing markets. Late-adopting
verticals AP' s associated will rise from 133,000 to 229,000 between 2006 and
2012 with travel and hospitality as the largest investor.
- Value added services. The demand for business consulting services
from both vendors and solution providers is increasing.
Your questions answered...
- Does substantial scope for growth still exist within the contact center
market?
- Where are the next major market opportunities for contact centers?
- Which regions and vertical sectors offer the most significant growth
potential for the sale of contact center technologies and services?
- How can go-to-market strategies be used to improve sales?
- What are the new and emerging technologies changing the face of the
contact center industry?
- Do hosted contact centers represent an opportunity or threat?
- Have offshoring locations stolen business from India, and is the present
decline terminal?
Table of Contents
Executive summary
- Market outlook
- Market opportunities
- Hosted contact centers
- New technology developments in contact centers
- Outsourcing contact centers
- Improving the sales pitch
Chapter 1 Introduction
- What is this report about?
- Who is this report for?
- Definitions
- Agent positions
- Contact center
- Inbound hardware
- Inbound software
- Outbound
- Workforce Optimization Technologies (WOTs)
- Agent analytics (AA)
- eLearning
- Quality monitoring (QM)
- Workforce management (WFM)
Chapter 2 Market outlook
- Summary
- Market dynamics
- Creating the customer-centric enterprise
- Utilizing SIP and presence to enable contact center virtualization
- Communicating in the IP world
- Managing diverse regional markets for contact center technology
- Taking advantage of growth in emerging contact center markets
- Selling solutions to the contact center market
- Less mature verticals are increasing their contact center spending
- Taking the long view
- The short term
- The medium term
- The end game
Chapter 3 Market opportunities
- Summary
- The geographical opportunities
- Western Europe
- Slow growth is a combination of factors
- Selling to Western Europe
- Central and Eastern Europe
- Market drivers
- The CEE market opportunity
- Pitfalls
- Selling to Central and Eastern Europe
- The vertical opportunities
- Selling contact center solutions to financial services
- Selling contact centers
- Outbound services in the regulation era
- True multi-channel capabilities are an absolute necessity
- Compliance cannot be compromised
- Key tactics to maximize a go-to-market strategy
- Selling contact center solutions to the public sector
- The efficiency driver
- Implementing the right technologies will drive effectiveness and deliver
efficiency
- Multi-channel contacts may deliver efficiency, but can marginalize some
constituents
- Helping the budget-conscious
- Encouraging a two-way flow of communication will improve
community-government relations
- Selling contact centers to the public sector
- Profiling the authority is crucial in targeting appropriately
- Vendor attributes
- Certain vendor characteristics may hinder decisions
- Pricing and purchasing strategies need to be modified
- Networking and hosted contact centers provide an alternative for
purchasing contact centers
Chapter 4 Hosted contact centers
- Summary
- Introduction
- To host or not to host?
- Benefits of the hosted contact center
- Overall cost reduction
- Access to the latest technology
- Barriers to the initial uptake of hosted contact centers
- Security and reliability
- Control
- Risk
- Existing alternative arrangements
- Selling hosted contact centers
- Reason number 1: Distributed contact centers become a reality with
hosted technologies
- Reason number 2: Accessibility to WOTs in a hosted environment can make
better use of operational and customer data
- Reason number 3: SIP - is it really a successor to CTI?
- Reason number 4: Mobile workforces are altering the dynamic of the
contact center
Chapter 5 New technology developments in contact centers
- Summary
- Video contact centers
- Who is likely to purchase video contact centers?
- Barriers to uptake
- Is it all in the mind?
- Gadgets for every occasion
- Hidden call costs for the consumer
- Costs for the end user contact center provider
- Virtual contact centers
- The customer-centric enterprise
- Remote working
- IP telephony
- Growth forecasts for IP contact centers
- Session Initiation Protocol (SIP)
- Small and Greenfield contact centers
- Hosted IP contact centers
- Implications for vendors
- Supporting virtual contact centers
- Barriers to virtualized contact centers
- Selling virtualized contact centers
- Work in partnership with global systems integrators (SIs)
- Educating the market and delivering flexible solutions is the key focus
Chapter 6 Outsourcing contact centers
- Summary
- Introduction
- Changes in demand among traditional and emerging vertical markets
- Opportunities in established vertical sectors
- Telco
- Pricing and quality issues will dominate telco outsourcing investment
decisions
- Segment telco prospects into distinct markets
- Financial services
- Financial services outsourcing wins will be based on data protection and
cost
- Recognize the diversity of the financial services sector
- Emphasize data protection capabilities
- Offer flexible location strategies
- Leverage self-service options
- Manufacturing
- Technology manufacturers need outsourcing partners that are cost and
culture sensitive
- Ensure services are price-sensitive
- Emphasize staff quality
- Understand the differences among technology clients
- Retail
- Retail channel diversification means new investment opportunities
- Emphasize cost savings
- Attack emerging retail channels
- Geographic markets
- North American mature markets - growth in US financial services
- EMEA mature markets - opportunities in financial services and
manufacturing
- APAC mature markets - new growth in manufacturing and retail
- CALA mature markets - possibilities in manufacturing, financial
services and retail
- New and challenging business models
- Travel and hospitality sector
- Healthcare
- Public sector
- Utlities
- North American emerging markets - potential in healthcare and government
- EMEA emerging markets - consistent levels of investment
- APAC emerging markets - growth across the region
- CALA emerging markets - revenue potential in healthcare and travel and
tourism
- Offshoring - is India still the offshore destination of choice?
- Competitive issues facing Indian contact centers
- Attrition
- Pricing
- Sophistication levels
- Recruitment
- Incentives
- Ongoing offshoring backlash
- Corruption
- Lack of middle management
- Urban locations
- Selling India as an offshore destination
Chapter 7 Improving the sales pitch
- Summary
- Developing a pricing strategy
- Regional variations have an impact on the price
- Discounting schemes can be complex but help push sales
- Maintenance
- Cost center vs value center
- CAPEX vs OPEX
- CAPEX helps to plan for the long term
- OPEX has the advantage of flexibility
- Market pricing hosted services correctly is key
- Usage-based pricing for contact centers
- Concurrent verses log-in pricing
- Bundled minutes and contact center services
- CRM and contact centers
- Value added services
- Professional services and business consulting - sweet spots
- Managed services offer flexibility to the end user
- Vendors need to find the right balance when selling consulting services
- Sources of finance for the end user
- Index
List of Figures
- Figure 3.1: Contact centers and agent positions in EMEA 2006 - 2009
- Figure 3.2: Contact centers and agent positions in North America 2006 -
2009
- Figure 3.3: Contact centers and agent positions in CALA 2006 - 2009
- Figure 3.4: Contact centers and agent positions in APAC 2006 - 2009
- Figure 3.5: Agent positions in EMEA by vertical market 2004 - 2009
- Figure 3.6: Agent positions in North America by vertical market 2004 -
2009
- Figure 3.7: Agent positions in CALA by vertical market 2004 - 2009
- Figure 3.8: Agent positions in APAC by vertical market 2004 - 2009
- Figure 3.9: Contact centers are top priority for US state and local
government authorities
- Figure 4.10: What are the three main drivers to purchasing a hosted
solution?
- Figure 4.11: What are the three main barriers to purchasing a hosted
solution?
- Figure 5.12: Customer service silos
- Figure 5.13: Remote workers as a percentage of total APs globally,
2005-2010
- Figure 5.14: Remote workers components, 2005-2010
- Figure 5.15: Total IP APs and IP APs as a % of total
- Figure 6.16: Breakout of mature outsourcing verticals, 2006 - 2012
- Figure 6.17: Total Indian agent positions, 2004 - 2009
- Figure 6.18: Proportion of Indian offshore APs serving various national
markets, 2004
- Figure 7.19: Enterprises consider a number of criteria as important when
selecting a vendor
List of Tables
- Table 3.1: Global contact center technology spend 2006-2009
- Table 3.2: Western European Agent Positions (APs), 2006-2009
- Table 3.3: Financial Services contact center technology spending
- Table 4.4: Global hosted APs, 2006 - 2010
- Table 4.5: Global hosted contact center spend 2006 - 2010
- Table 5.6: Regional share of remote workers, 2005-2010
- Table 6.7: Total market size: mature vertical outsourcing markets, 2006 -
2012
- Table 7.8: Typical contact center costs in developed markets
- Table 7.9: Alternative sources of financing
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