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Contact Center Markets and Technologies Databook for Spain

http://www.companiesandmarkets.com/Summary-Market-Report/contact-center-markets-and-technologies-databook-for-spain-43016.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 Spain 9
    In-house and Outsourced Agent Positions in Spain 11
    Agent positions in Spain by vertical market 13
    Agent positions in Spain by size-band 15
    Agent positions in Spain by telephony end-point 17
    Agent positions in Spain by technology location 19
    TECHNOLOGY SPENDING 21
    Spain contact center technology spending by application 21
    Spain contact center technology spending by vertical 23
    Spain contact center technology spending by size-band 26
    CONTACT CENTER INBOUND HARDWARE TECHNOLOGY SPENDING 28
    Spain contact center Inbound hardware technology spending by vertical 28
    Spain contact center Inbound hardware technology spending by size-band 31
    CONTACT CENTER NON-SWITCH SOFTWARE TECHNOLOGY SPENDING 33
    Spain contact center Non-switch software technology spending by vertical 33
    Spain contact center Non-switch software technology spending by size-band 36
    CONTACT CENTER OUTBOUND TECHNOLOGY SPENDING 38
    Spain contact center Outbound technology spending by vertical 38
    Spain contact center Outbound technology spending by size-band 40
    CONTACT CENTER QUALITY MONITORING TECHNOLOGY SPENDING 42
    Spain contact center Quality Monitoring technology spending by vertical 42
    Spain contact center Quality Monitoring technology spending by size-band 45
    CONTACT CENTER SWITCH DEPENDENT SOFTWARE TECHNOLOGY SPENDING 47
    Spain contact center Switch-dependent technology spending by vertical 47
    Spain Contact center Switch-dependent technology spending by size-band 50
    CONTACT CENTER SWITCH-INDEPENDENT TECHNOLOGY SPENDING 52
    Spain contact center Switch-independent technology spending by vertical 52
    Spain contact center Switch-independent technology spending by size-band 55
    APPENDIX 57
    Further reading 57
    Ask the analyst 57

    LIST OF FIGURES
    Figure 1: Contact centers and agent positions in Spain, 2005 – 2010 9
    Figure 2: In house and outsourced agent positions in Spain, 2005 – 2010 11
    Figure 3: Agent positions in Spain by vertical market, 2005 & 2010 13
    Figure 4: Agent positions in Spain by size-band, 2005 & 2010 15
    Figure 5: Agent positions in Spain by telephony end-point, 2005 – 2010 17
    Figure 6: Agent positions in Spain by technology location, 2005 – 2010 19
    Figure 7: Spain contact center technology spending by application, 2005 – 2010 21
    Figure 8: Spain contact center technology spending by vertical market, 2005 & 2010 23
    Figure 9: Spain contact center technology spending by size-band, 2005 & 2010 26
    Figure 10: Spain contact center Inbound hardware technology spending by vertical market, 2005 & 2010 28
    Figure 11: Spain contact center Inbound hardware technology spending by size-band, 2005 & 2010 31
    Figure 12: Spain contact center Non-switch software technology spending by vertical market, 2005 & 2010 33
    Figure 13: Spain contact center Non-switch software technology spending by size-band, 2005 & 2010 36
    Figure 14: Spain contact center Outbound technology spending by vertical market, 2005 & 2010 38
    Figure 15: Spain contact center Outbound technology spending by size-band, 2005 & 2010 40
    Figure 16: Spain contact center Quality Monitoring technology spending by vertical market, 2005 & 2010 42
    Figure 17: Spain contact center Quality Monitoring technology spending by size-band, 2005 & 2010 45
    Figure 18: Spain contact center Switch-dependent technology spending by vertical market, 2005 & 2010 47
    Figure 19: Spain Contact center Switch-dependent technology spending by size-band, 2005 & 2010 50
    Figure 20: Spain contact center Switch-independent technology spending by vertical market, 2005 & 2010 52
    Figure 21: Spain contact center Switch-independent technology spending by size-band, 2005 & 2010 55

    LIST OF TABLES
    Table 1: Contact Center definitions 2
    Table 2: Contact centers and agent positions in Spain, 2005 – 2010 10
    Table 3: In house and outsourced agent positions in Spain, 2005 – 2010 12
    Table 4: Agent positions in Spain by vertical market, 2005 – 2010 14
    Table 5: Agent positions in Spain by size-band, 2005 – 2010 16
    Table 6: Agent positions in Spain by telephony end-point, 2005 – 2010 18
    Table 7: Agent positions in Spain by technology location, 2005 – 2010 20
    Table 8: Spain contact center technology spending by application, 2005 – 2010 22
    Table 9: Spain contact center technology spending by vertical market, 2005 – 2010 24
    Table 10: Spain contact center technology spending by size-band, 2005 – 2010 27
    Table 11: Spain contact center Inbound hardware technology spending by vertical market, 2005 – 2010 29
    Table 12: Spain contact center Inbound hardware technology spending by size-band, 2005 – 2010 32
    Table 13: Spain contact center Non-switch software technology spending by vertical market, 2005 – 2010 34
    Table 14: Spain contact center Non-switch software technology spending by size-band, 2005 – 2010 37
    Table 15: Spain contact center Outbound technology spending by vertical market, 2005 – 2010 39
    Table 16: Spain contact center Outbound technology spending by size-band, 2005 – 2010 41
    Table 17: Spain contact center Quality Monitoring technology spending by vertical market, 2005 – 2010 43
    Table 18: Spain contact center Quality Monitoring technology spending by size-band, 2005 – 2010 46
    Table 19: Spain contact center Switch-dependent technology spending by vertical market, 2005 – 2010 48
    Table 20: Spain Contact center Switch-dependent technology spending by size-band, 2005 – 2010 51
    Table 21: Spain contact center Switch-independent technology spending by vertical market, 2005 – 2010 53
    Table 22: Spain contact center Switch-independent technology spending by size-band, 2005 – 2010 56