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Contact Center Markets and Technologies Databook for Other Eastern Europe

http://www.companiesandmarkets.com/Summary-Market-Report/contact-center-markets-and-technologies-databook-for-other-eastern-europe-43015.asp

Report Summary

Introduction

The databook is a detailed information resource covering current and forecast contact center market data. The market is sized both in terms of agent positions and technology spending, and the data is segmented by vertical market, in-house/outsourced, size-band, type of technology, IP/TDM, and hosted/CPE.

Scope

  • All market forecasts are from 2005 to 2010 inclusive.
  • All agent position and technology spending data is segmented by size-band and vertical market.
  • Spending data for inbound routing hardware and software, outbound and workforce management.


    • Highlights

    Overall domestic agent position growth is slowing or declining in North America and Western Europe.

    Technology and business changes - including IP telephony, virtualization, managed and hosted services, workforce optimization technologies, SME growth, and public sector spending are driving increased investment. Consequently technology spending will continue to rise, but learning exactly how to tap into it will be more critical than ever.

    Reasons to Purchase

  • Gain insight into key contact center growth patterns.
  • Understand evolving contact center technology investment and adoption.
  • Identify the fastest growing vertical markets for contact center technology and services.

    • Table of Contents

    TABLE OF CONTENTS
    Overview 1
    Catalyst 1
    Summary 1
    Definitions 2
    AGENT POSITIONS 9
    Contact centers and Agent Positions in Other Eastern Europe 9
    In-house and Outsourced Agent Positions in Other Eastern Europe 11
    Agent positions in Other Eastern Europe by vertical market 13
    Agent positions in Other Eastern Europe by size-band 15
    Agent positions in Other Eastern Europe by telephony end-point 17
    Agent positions in Other Eastern Europe by technology location 19
    TECHNOLOGY SPENDING 21
    Other Eastern Europe contact center technology spending by application 21
    Other Eastern Europe contact center technology spending by vertical 23
    Other Eastern Europe contact center technology spending by size-band 26
    CONTACT CENTER INBOUND HARDWARE TECHNOLOGY SPENDING 28
    Other Eastern Europe contact center Inbound hardware technology spending by vertical 28
    Other Eastern Europe contact center Inbound hardware technology spending by size-band 31
    CONTACT CENTER NON-SWITCH SOFTWARE TECHNOLOGY SPENDING 33
    Other Eastern Europe contact center Non-switch software technology spending by vertical 33
    Other Eastern Europe contact center Non-switch software technology spending by size-band 36
    CONTACT CENTER OUTBOUND TECHNOLOGY SPENDING 38
    Other Eastern Europe contact center Outbound technology spending by vertical 38
    Other Eastern Europe contact center Outbound technology spending by size-band 41
    CONTACT CENTER QUALITY MONITORING TECHNOLOGY SPENDING 43
    Other Eastern Europe contact center Quality Monitoring technology spending by vertical 43
    Other Eastern Europe Contact center Quality Monitoring technology spending by size-band 46
    CONTACT CENTER SWITCH DEPENDENT SOFTWARE TECHNOLOGY SPENDING 48
    Other Eastern Europe contact center Switch-dependent technology spending by vertical 48
    Other Eastern Europe Contact center Switch-dependent technology spending by size-band 51
    CONTACT CENTER SWITCH-INDEPENDENT TECHNOLOGY SPENDING 53
    Other Eastern Europe contact center Switch-independent technology spending by vertical 53
    Other Eastern Europe contact center Switch-independent technology spending by size-band 56
    CONTACT CENTER WORKFORCE MANAGEMENT TECHNOLOGY SPENDING 58
    Other Eastern Europe contact center Workforce Management technology spending by vertical 58
    Other Eastern Europe contact center Workforce Management technology spending by size-band 61
    APPENDIX 63
    Further reading 63
    Ask the analyst 63

    LIST OF FIGURES
    Figure 1: Contact centers and agent positions in Other Eastern Europe, 2005 – 2010 9
    Figure 2: In house and outsourced agent positions in Other Eastern Europe, 2005 – 2010 11
    Figure 3: Agent positions in Other Eastern Europe by vertical market, 2005 & 2010 13
    Figure 4: Agent positions in Other Eastern Europe by size-band, 2005 & 2010 15
    Figure 5: Agent positions in Other Eastern Europe by telephony end-point, 2005 – 2010 17
    Figure 6: Agent positions in Other Eastern Europe by technology location, 2005 – 2010 19
    Figure 7: Other Eastern Europe contact center technology spending by application, 2005 – 2010 21
    Figure 8: Other Eastern Europe contact center technology spending by vertical market, 2005 & 2010 23
    Figure 9: Other Eastern Europe contact center technology spending by size-band, 2005 & 2010 26
    Figure 10: Other Eastern Europe contact center Inbound hardware technology spending by vertical market, 2005 & 2010 28
    Figure 11: Other Eastern Europe contact center Inbound hardware technology spending by size-band, 2005 & 2010 31
    Figure 12: Other Eastern Europe contact center Non-switch software technology spending by vertical market, 2005 & 2010 33
    Figure 13: Other Eastern Europe contact center Non-switch software technology spending by size-band, 2005 & 2010 36
    Figure 14: Other Eastern Europe contact center Outbound technology spending by vertical market, 2005 & 2010 38
    Figure 15: Other Eastern Europe contact center Outbound technology spending by size-band, 2005 & 2010 41
    Figure 16: Other Eastern Europe contact center Quality Monitoring technology spending by vertical market, 2005 & 2010 43
    Figure 17: Other Eastern Europe contact center Quality Monitoring technology spending by size-band, 2005 & 2010 46
    Figure 18: Other Eastern Europe contact center Switch-dependent technology spending by vertical market, 2005 & 2010 48
    Figure 19: Other Eastern Europe Contact center Switch-dependent technology spending by size-band, 2005 & 2010 51
    Figure 20: Other Eastern Europe contact center Switch-independent technology spending by vertical market, 2005 & 2010 53
    Figure 21: Other Eastern Europe contact center Switch-independent technology spending by size-band, 2005 & 2010 56
    Figure 22: Other Eastern Europe contact center Workforce Management technology spending by vertical market, 2005 & 2010 58
    Figure 23: Other Eastern Europe contact center Workforce Management technology spending by size-band, 2005 & 2010 61

    LIST OF TABLES
    Table 1: Contact Center definitions 2
    Table 2: Contact centers and agent positions in Other Eastern Europe, 2005 – 2010 10
    Table 3: In house and outsourced agent positions in Other Eastern Europe, 2005 – 2010 12
    Table 4: Agent positions in Other Eastern Europe by vertical market, 2005 – 2010 14
    Table 5: Agent positions in Other Eastern Europe by size-band, 2005 – 2010 16
    Table 6: Agent positions in Other Eastern Europe by telephony end-point, 2005 – 2010 18
    Table 7: Agent positions in Other Eastern Europe by technology location, 2005 – 2010 20
    Table 8: Other Eastern Europe contact center technology spending by application, 2005 – 2010 22
    Table 9: Other Eastern Europe contact center technology spending by vertical market, 2005 – 2010 24
    Table 10: Other Eastern Europe contact center technology spending by size-band, 2005 – 2010 27
    Table 11: Other Eastern Europe contact center Inbound hardware technology spending by vertical market, 2005 – 2010 29
    Table 12: Other Eastern Europe contact center Inbound hardware technology spending by size-band, 2005 – 2010 32
    Table 13: Other Eastern Europe contact center Non-switch software technology spending by vertical market, 2005 – 2010 34
    Table 14: Other Eastern Europe contact center Non-switch software technology spending by size-band, 2005 – 2010 37
    Table 15: Other Eastern Europe contact center Outbound technology spending by vertical market, 2005 – 2010 39
    Table 16: Other Eastern Europe contact center Outbound technology spending by size-band, 2005 – 2010 42
    Table 17: Other Eastern Europe contact center Quality Monitoring technology spending by vertical market, 2005 – 2010 44
    Table 18: Other Eastern Europe contact center Quality Monitoring technology spending by size-band, 2005 – 2010 47
    Table 19: Other Eastern Europe contact center Switch-dependent technology spending by vertical market, 2005 – 2010 49
    Table 20: Other Eastern Europe Contact center Switch-dependent technology spending by size-band, 2005 – 2010 52
    Table 21: Other Eastern Europe contact center Switch-independent technology spending by vertical market, 2005 – 2010 54
    Table 22: Other Eastern Europe contact center Switch-independent technology spending by size-band, 2005 – 2010 57
    Table 23: Other Eastern Europe contact center Workforce Management technology spending by vertical market, 2005 – 2010 59
    Table 24: Other Eastern Europe contact center Workforce Management technology spending by size-band, 2005 – 2010 62