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Contact Center Markets and Technologies Databook for UK

http://www.companiesandmarkets.com/Summary-Market-Report/contact-center-markets-and-technologies-databook-for-uk-43018.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 the UK 9
    In-house and Outsourced Agent Positions in the UK 11
    Agent positions in the UK by vertical market 13
    Agent positions in the UK by size-band 15
    Agent positions in the UK by telephony end-point 17
    Agent positions in the UK by technology location 19
    TECHNOLOGY SPENDING 21
    UK contact center technology spending by application 21
    UK contact center technology spending by vertical 23
    UK contact center technology spending by size-band 25
    CONTACT CENTER INBOUND HARDWARE TECHNOLOGY SPENDING 27
    UK contact center Inbound hardware technology spending by vertical 27
    UK contact center Inbound hardware technology spending by size-band 29
    CONTACT CENTER NON-SWITCH SOFTWARE TECHNOLOGY SPENDING 31
    UK contact center Non-switch software technology spending by vertical 31
    UK contact center Non-switch software technology spending by size-band 33
    CONTACT CENTER OUTBOUND TECHNOLOGY SPENDING 35
    UK contact center Outbound technology spending by vertical 35
    UK contact center Outbound technology spending by size-band 37
    CONTACT CENTER QUALITY MONITORING TECHNOLOGY SPENDING 39
    UK contact center Quality Monitoring technology spending by vertical 39
    UK Contact center Quality Monitoring technology spending by size-band 41
    CONTACT CENTER SWITCH-DEPENDENT SOFTWARE TECHNOLOGY SPENDING 43
    UK contact center Switch-dependent software technology spending by vertical 43
    UK Contact center Switch-dependent software technology spending by size-band 45
    CONTACT CENTER SWITCH-INDEPENDENT SOFTWARE TECHNOLOGY SPENDING 47
    UK Contact center Switch-independent software technology spending by vertical 47
    UK Contact center Switch-independent software technology spending by size-band 49
    APPENDIX 51
    Further reading 51
    Ask the analyst 51

    LIST OF FIGURES
    Figure 1: Contact centers and agent positions the UK, 2005 – 2010 9
    Figure 2: In house and outsourced agent positions the UK, 2005 – 2010 11
    Figure 3: Agent positions in the UK by vertical market, 2005 & 2010 13
    Figure 4: Agent positions in the UK by size-band, 2005 & 2010 15
    Figure 5: Agent positions in the UK by telephony end-point, 2005 – 2010 17
    Figure 6: Agent positions in the UK by technology location, 2005 - 2010 19
    Figure 7: UK contact center technology spending by application, 2005 - 2010 21
    Figure 8: UK contact center technology spending by vertical, 2005 & 2010 23
    Figure 9: UK contact center technology spending by size-band, 2005 & 2010 25
    Figure 10: UK contact center Inbound hardware technology spending by vertical, 2005 & 2010 27
    Figure 11: UK contact center Inbound hardware technology spending by size-band, 2005 & 2010 29
    Figure 12: UK contact center Non-switch software technology spending by vertical market, 2005 & 2010 31
    Figure 13: UK contact center Non-switch software technology spending by size-band, 2005 & 2010 33
    Figure 14: UK contact center Outbound technology spending by vertical market, 2005 & 2010 35
    Figure 15: UK contact center Outbound technology spending by size-band, 2005 & 2010 37
    Figure 16: UK contact center Quality Monitoring technology spending by vertical market 2005 – 2010 39
    Figure 17: UK contact center Quality Monitoring technology spending by size-band, 2005 & 2010 41
    Figure 18: UK contact center Switch-dependent software technology spending by vertical market, 2005 & 2010 43
    Figure 19: UK contact center Switch-dependent software technology spending by size-band, 2005 & 2010 45
    Figure 20: UK contact center Switch-independent software technology spending in Russia by vertical market, 2005 & 2010 47
    Figure 21: Contact center Switch-independent software technology spending in the UK by size-band, 2005 & 2010 49

    LIST OF TABLES
    Table 1: Contact Center definitions 2
    Table 2: Contact centers and agent positions in the UK, 2005 – 2010 10
    Table 3: In house and outsourced agent positions in the UK, 2005 – 2010 12
    Table 4: Agent positions in the UK by vertical market, 2005 – 2010 14
    Table 5: Agent positions in the UK by size-band, 2005 – 2010 16
    Table 6: Agent positions in the UK by telephony end-point, 2005 – 2010 18
    Table 7: Agent positions in the UK by technology location, 2005 – 2010 20
    Table 8: UK contact center technology spending by application, 2005 - 2010 22
    Table 9: UK contact center technology spending by vertical, 2005 – 2010 24
    Table 10: UK contact center technology spending by size-band, 2005 - 2010 26
    Table 11: UK contact center Inbound hardware technology spending by vertical, 2005 - 2010 28
    Table 12: UK contact center Inbound hardware technology spending by size-band, 2005 - 2010 30
    Table 13: UK contact center Non-switch software technology spending by vertical market, 2005 - 2010 32
    Table 14: UK contact center Non-switch software technology spending by size-band, 2005 - 2010 34
    Table 15: UK contact center Outbound technology spending by vertical market, 2005 - 2010 36
    Table 16: UK contact center Outbound technology spending by size-band, 2005 - 2010 38
    Table 17: UK contact center Quality Monitoring technology spending by vertical market 2005 – 2010 40
    Table 18: UK contact center Quality Monitoring technology spending by size-band, 2005 - 2010 42
    Table 19: UK contact center Switch-dependent software technology spending by vertical market, 2005 & 2010 44
    Table 20: UK contact center Switch-dependent software technology spending by size-band, 2005 - 2010 46
    Table 21: Contact center Switch-independent software technology spending in Russia by vertical market, 2005 - 2010 48
    Table 22: Contact center Switch-independent software technology spending in the UK by size-band, 2005 - 2010 50