Contact Center Markets and Technologies 2008 - 2013 Interactive Model by bhoumiks


									Datamonitor Interactive Models

Contact Center Markets and
Technologies, 2008-2013
Publication: Oct-08   Product Codes: IMTC0289

                                                Why buy this interactive
                                                • Understand the growth in agent positions
                                                  and contact centers globally through 2013,
                                                  with a focus on vertical markets and size of
                                                  contact center

                                                • Recognize the spending patterns on core
                                                  technologies and understand the impact of
                                                  global economic conditions on spending
Contact Center Markets and Technologies, 2008-2013

 An introduction to the models
                           This report is the result of Datamonitor's annual contact center markets and
                           technologies mega-model. The model provides insight into spending on core
                           contact center technologies by region, technology and sizeband.

                           The Contact Center Markets and Technologies interactive model helps you identify
                           the inflection points for TDM and IP adoption, across 22 countries or sub-regions.
                           Additionally, the model helps pinpoint the impact of global economic conditions on
                           contact center spending by vertical market and country-by-country. The model helps
                           identify key growth opportunities in developing countries.

               Scope and coverage of the models
                Region Coverage                                                     Verticals:

                 -        North America                                             -    Energy and utilities
                 -        EMEA (Europe, Middle East and Africa)                     -    Financial services
                 -        APAC (Asia Pacific)                                       -    Healthcare (including life sciences)
                 -        CALA (Central and Latin America)                          -    Manufacturing (including technology)
                                                                                    -    Media and entertainment
                                                                                    -    Professional services (including outsourcing)
                                                                                    -    Public sector
                  -       Total number of contact center agent positions
                                                                                    -    Retail, wholesale and distribution
                          per country and per size of contact center, across
                                                                                    -    Telecommunications
                          four sizebands
                                                                                    -    Travel, transportation, logistics and hospitality
                  -       Total number of contact center agent positions in
                                                                                    -    Utilities
                          12 vertical markets and by technology location:
                                                                                    -    Other
                          premise-based; hosted; as well as by IP and TDM
                  -       Total number of contact centers per country across
                          four sizebands
                  -       Spending on five technologies: inbound hardware;
                          switch-dependent software; switch-independent
                          software; non-switch software; and outbound
                  -       Spending on each technology per country and
                          across five sizebands
                  -       Spending on each technology across 11 vertical

      For more information...
      tel:   +44 20 7551 9015                fax:   +44 20 7551 9089           email:

Screenshots samples
         Navigate with interactive tables to show agent positions in different countries and regions from 2008
         to 2013.

         Use interactive tables to drill down into spending on inbound hardware, non-switch software,
         outbound, switch-dependent software and switch-independent software by region, country and
         contact center sizeband.

  For more information...
  tel:   +44 20 7551 9015             fax:   +44 20 7551 9089         email:
Contact Center Markets and Technologies, 2008-2013

Datamonitor: Your total information solution

                                Datamonitor is a premium business information company helping 5,000 of the
                                world's leading companies across the Automotive, Consumer Markets, Energy,
                                Financial Services, Healthcare and Technology sectors.

                                Our products and services are specifically designed to support our clients’ key
                                business processes - from corporate strategy to competitive intelligence. We
                                provide an independent and trustworthy source of data, analysis and forecasts to
                                improve these processes and ultimately, to help grow your business.

                                  Corporate Strategy                            Make more effective strategic
                                  and Business Planning                           and business decisions
                                  Product Development                                Accelerate delivery
                                  and Commercialization                            of commercial success        HELPING
                                                                      Expert                                    TO GROW
                                                                     Analysis                                     YOUR
                                  Targeting and                                   Assess and influence your
                                                                                   commercial and market
                                  Influencing the Market
                                  Market and                                      Maintain or obtain critical
                                  Competitive Intelligence                         competitive advantage

Nobody speaks louder than our clients
                                ACI                          France Telecom              SAP
                                Atos Origin                  Gemplus                     Sega
                                Avaya Communications         Genesys                     Setec
                                Blue Pumpkin                 Hewlett Packard             Siemens AG
                                BSKYB                        IBM                         Sonera
                                BT                           Infogrames                  Sony
                                Bull                         Intel                       Staffware
                                Chello                       Intervoice                  Sun Microsystems
                                Cisco                        KPN Mobile                  Sungard
                                CMG                          Manugistics                 Telefonica Moviles
                                Computer Associates          Microsoft                   Teleperformance
                                Convergys                    Mitel Telecom               Thales
                                CSC Financial Services       NCR                         Thus
                                Deutsche Telekom             Nice Systems                Unisys
                                Diamond Cluster              Oberthur                    Vivendi
                                EDS                          Philips
                                Ericsson                     S1 Corporation
                                Eyretel                      Samsung

      For more information...
      tel:   +44 20 7551 9015                 fax:   +44 20 7551 9089           email:

To top