The Recession in Vertical Perspective - North American and European Contact Centers - Strategic Focus

Overview 1
Catalyst 1
Summary 1
Key Messages 2
The economic recession has changed enterprise priorities 2
Government regulations drive investment in contact center technologies 2
Investments in home agents and outsourced agents require connections to back-office data 2
Finance and communication firms will continue to invest in contact center technologies 2
Healthcare and travel and tourism have large potential for growth 3
Vendors are increasingly offering more verticalized packages 3
Offering multimodal options is a strong differentiator 3
Table of Contents 4
Table of figures 5
Table of tables 5
Market Opportunity 6
Definitions 6
Contact center infrastructure 6
Customer relationship management 6
Workforce optimization technologies 7
Market trends and evolving customer interactions 9
Enterprises seek to do more with less 9
Customer retention is a top enterprise priority 10
Demand for analytics in competitive verticals is increasing 11
Enterprises are sweating assets 12
Drivers for contact center investment in a global recession 12
Customer retention is a primary consideration for contact center technology investments 12
Cost reduction initiatives increase demand for WOTs 12
Risk mitigation drives investment in WOTs and speech analytics 13
Government regulations drive investments in contact center CRM and WOTs 13
Increased number of home agents and outsourced agents require linkage with back-office data 14
Hurdles for contact center technology vendors in the economy 15
Enterprises are cautious of taking risks on unproven technologies 15
Global outlook 15
Conclusion 17
Country-Level Specifics 18
North America: US 19
Financial services 20
Communications 22
Outsourcing 23
Travel and tourism 23
Public sector 24
Healthcare 25
Energy and utilities 25
North America: Canada 26
Public sector 27
Healthcare 28
Outsourcing 28
Communications/financial services 29
Europe: UK 29
Financial services 30
Communications 31
Travel and tourism 31
Healthcare 32
Utilities 32
Public sector 32
Europe: France 33
Financial services 34
Retail 34
Technology 35
Europe: Germany 35
Financial services 37
Communications 37
Manufacturing 37
Europe: Italy 38
Financial services 39
Manufacturing 40
Travel and tourism 40
Public sector 40
Europe: Spain 41
Financial services 42
Utilities 42
Europe: Russia 43
Financial services 45
Communications 45
Europe: Central and Eastern Europe (CEE) 45
Financial services 47
Communications 47
Competitive Landscape In North America and Europe 48
Contact center infrastructure 48
Alcatel-Lucent/Genesys 48
Aspect (contact center infrastructure and WOTs) 49
Avaya 49
Cisco (contact center infrastructure and WOTs) 50
Convergys 50
CosmoCom 50
SAP (contact center infrastructure and CRM) 51
Siemens (contact center infrastructure and CRM) 51
CRM 51
Microsoft 51
Motorola 52
Oracle 52
Salesforce.com 52
SugarCRM 53
Systems Integrators 53
BT 53
WOTs 54
NICE 54
Verint 54
Go to Market 55
Future trends 55
Emphasis on customer self-service 55
Tighter integration with unified communications 55
Focus on multiple channels and integration into customer portals 55
Predictive analytics for early-adopter verticals 55
Proliferation of web-based training 56
Longer-term trends 56
Expansion of product portfolios through acquisitions or re-branding 56
Integration into social networking 56
Recommendations 57
Take a modular approach to target mid-market and specific verticals 57
Expand business consulting capabilities 58
Maintain a wide range of deployment models 58
Invest in web-based training 58
Deploy a multimodal strategy for dealing with mobile consumers 60
APPENDIX 61
Definitions 61
Methodology 62
Further reading 62
Ask the analyst 62
Datamonitor consulting 62
Disclaimer 63
List of Tables
Table 1: US APs (000s) 2007-13 20
Table 2: Canadian APs (000s) 2007-13 26
Table 3: UK APs (000s) 2007-13 29
Table 4: French APs (000s) 2007-13 34
Table 5: German APs (000s) 2007-13 36
Table 6: Italian APs (000s) 2007-13 39
Table 7: Spanish APs (000s) 2007-13 42
Table 8: Russian APs (000s) 2007-13 43
Table 9: CEE APs (000s) 2007-13 46
Table 10: Per-course training prices in developed contact center markets ($) 60
List of Figures
Figure 1: WOTs components and value 8
Figure 2: Current investments in contact center technology 10
Figure 3: Contact center spending over the next 12-24 months 11
Figure 4: IT budgets and spending priorities, next 12 and 24 months 16
Figure 5: Country volatility and AP growth 18
Figure 6: US AP vertical splits 19
Figure 7: US APs 2007-13 19
Figure 8: Canadian AP vertical splits 26
Figure 9: Canadian APs 2007-13 27
Figure 10: UK AP vertical splits 29
Figure 11: UK APs 2007-13 30
Figure 12: French AP vertical splits 33
Figure 13: French APs 2007-13 33
Figure 14: German AP vertical splits 35
Figure 15: German APs 2007-13 36
Figure 16: Italian AP vertical splits 38
Figure 17: Italian APs 2007-13 38
Figure 18: Spanish AP vertical splits 41
Figure 19: Spanish APs 2007-13 41
Figure 20: Russian AP vertical splits 43
Figure 21: Russian APs 2007-13 44
Figure 22: CEE AP vertical splits 45
Figure 23: CEE APs 2007-13 46
Figure 24: Training prices in major contact center markets 59