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Contact Center Component Technolgies 2005
Market Report, July 2005, 2716  €


Description

IntroductionThis is Datamonitor's core report analyzing the global market for inbound and outbound contact center routing technology.ScopeCovers 19 country markets across all inbound and outbound contact center routing technologies from 2005 to 2009Segments the market into five size-bands and 12 vertical markets.HighlightsAnalyzes the key market trends, including distributed contact centers, IP telephony and SIP, offshoring and nearshoring, and managed and hosted services.Competitive positioning of 30 technology vendors.Reasons to PurchaseUnderstand where and how the contact center technology market will grow during the next five years.Analyze the competitive landscape.Determine which markets will generate the best return on your sales and marketing dollars.

Sommaire
 
TABLE OF CONTENTS
 
CHAPTER 1 EXECUTIVE SUMMARY 3
 
Introduction 3
 
Technologies covered in this report 3
 
Market trends 4
 
Market Size 4
 
Competitive Dymanics 6
 
Market numbers 7
 
CHAPTER 2 INTRODUCTION 14
 
Technologies covered in this report 14
 
What is included in the numbers? 15
 
Regional definitions 17
 
CHAPTER 3 MARKET TRENDS 18
 
The distributed contact center 18
 
IP telephony and SIP 22
 
Offshoring and nearshoring 23
 
Self service 26
 
Managed and hosted services 27
 
Other important trends 28
 
‘All-in-one-box’ contact center solutions 28
 
The growth of the mid-market 30
 
Rapidly growing new markets 30
 
Multimedia 31
 
CHAPTER 4 MARKET SIZING 32
 
Global revenues 32
 
Outbound revenues 34
 
Revenues by vertical 36
 
Revenues by size-band 39
 
Regional revenues 40
 
North America 42
 
Europe, Middle East and Africa 44
 
Asia Pacific 48
 
Caribbean and Latin America 51
 
CHAPTER 5 COMPETITIVE DYNAMICS 53
 
Competitive presenence by technology 54
 
Competitive presence by region 55
 
Competitive presence by size-band 56
 
CHAPTER 6 APPENDIX 57
 
Supplementary data 57
 
Definitions 57
 
Vertical markets 58
 
Research methodology 60
 
Future readings 60
 
SPP writing team 61
 
Author 61
 
Sales enquiries 61
 
How to contact experts in your industry 61
 

 

 
LIST OF TABLES
 
Table 1: Geographical coverage 17
 
Table 2: Global technology revenues by application, 2004 - 2009 33
 
Table 3: Global outbound revenues by region, 2004 - 2009 36
 
Table 4: Global contact center technology revenues by vertical market, 2004 - 2009 38
 
Table 5: Global technology revenues by size-band, 2004 - 2009 40
 
Table 6: Global technology revenues by region, 2004 - 2009 41
 
Table 7: North American technology revenues by country, 2004 - 2009 43
 
Table 8: North American contact center technology revenues by vertical market, 2004 - 2009 43
 
Table 9: North American technology revenues by size-band, 2004 - 2009 44
 
Table 10: EMEA technology revenues by country, 2004 - 2009 46
 
Table 11: EMEA contact center technology revenues by vertical market, 2004 - 2009 47
 
Table 12: EMEA technology revenues by size-band, 2004 - 2009 47
 
Table 13: EMEA technology revenues by country, 2004 - 2009 49
 
Table 14: APAC contact center technology revenues by vertical market, 2004 - 2009 50
 
Table 15: APAC technology revenues by size-band, 2004 - 2009 50
 
Table 16: CALA technology revenues by country, 2004 - 2009 51
 
Table 17: CALA contact center technology revenues by vertical market, 2004 - 2009 52
 
Table 18: CALA technology revenues by size-band, 2004 - 2009 52
 
Table 19: Competitive presence by region 54
 
Table 20: Competitive presence by region 55
 
Table 21: Competitive presence by size-band 56
 

 

 
LIST OF FIGURES
 
Figure 1: Global technology revenues by application, 2004 - 2009 5
 
Figure 2: Global technology revenues by region, 2004 - 2009 6
 
Figure 3: Distributed contact center infrastructure 19
 
Figure 4: Managed services deployment model 27
 
Figure 5: Global technology revenues by application, 2004 - 2009 32
 
Figure 6: Global outbound revenues by region, 2004 - 2009 35
 
Figure 7: Global contact center technology revenues by vertical market, 2004 - 2009 37
 
Figure 8: Global technology revenues by size-band, 2004 - 2009 39
 
Figure 9: Global technology revenues by region, 2004 - 2009 41
 
Figure 10: Net cumulative market growth by region, 2004 - 2009 42
 
Figure 11: EMEA technology revenues by country, 2004 - 2009 45
 
Figure 12: APAC technology revenues by country, 2004 - 2009 48
 

 
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