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Contact Center Markets and Technologies Databook for USA

http://www.companiesandmarkets.com/Summary-Market-Report/contact-center-markets-and-technologies-databook-for-usa-43017.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 USA 9
    In-house and Outsourced Agent Positions in USA 11
    Agent positions in USA by vertical market 13
    Agent positions in USA by size-band 15
    Agent positions in USA by telephony end-point 17
    Agent positions in USA by technology location 19
    TECHNOLOGY SPENDING 21
    USA contact center technology spending by application 21
    USA contact center technology spending by vertical 23
    USA contact center technology spending by size-band 25
    CONTACT CENTER INBOUND HARDWARE TECHNOLOGY SPENDING 27
    USA contact center Inbound hardware technology spending by vertical 27
    USA contact center Inbound hardware technology spending by size-band 30
    CONTACT CENTER NON-SWITCH SOFTWARE TECHNOLOGY SPENDING 32
    USA contact center Non-switch software technology spending by vertical 32
    USA contact center Non-switch software technology spending by size-band 35
    CONTACT CENTER OUTBOUND TECHNOLOGY SPENDING 37
    USA contact center Outbound technology spending by vertical 37
    USA contact center Outbound technology spending by size-band 39
    CONTACT CENTER QUALITY MONITORING TECHNOLOGY SPENDING 41
    USA contact center Quality Monitoring technology spending by vertical 41
    USA Contact center Quality Monitoring technology spending by size-band 44
    CONTACT CENTER SWITCH DEPENDENT SOFTWARE TECHNOLOGY SPENDING 46
    USA contact center Switch-dependent technology spending by vertical 46
    USA Contact center Switch-dependent technology spending by size-band 49
    CONTACT CENTER SWITCH-INDEPENDENT TECHNOLOGY SPENDING 51
    USA contact center Switch-independent technology spending by vertical 51
    USA contact center Switch-independent technology spending by size-band 54
    APPENDIX 56
    Further reading 56
    Ask the analyst 56

    LIST OF FIGURES
    Figure 1: Contact centers and agent positions in USA, 2005 – 2010 9
    Figure 2: In house and outsourced agent positions in USA, 2005 – 2010 11
    Figure 3: Agent positions in USA by vertical market, 2005 & 2010 13
    Figure 4: Agent positions in USA by size-band, 2005 & 2010 15
    Figure 5: Agent positions in USA by telephony end-point, 2005 – 2010 17
    Figure 6: Agent positions in USA by technology location, 2005 – 2010 19
    Figure 7: USA contact center technology spending by application, 2005 – 2010 21
    Figure 8: USA contact center technology spending by vertical market, 2005 & 2010 23
    Figure 9: USA contact center technology spending by size-band, 2005 & 2010 25
    Figure 10: USA contact center Inbound hardware technology spending by vertical market, 2005 & 2010 27
    Figure 11: USA contact center Inbound hardware technology spending by size-band, 2005 & 2010 30
    Figure 12: USA contact center Non-switch software technology spending by vertical market, 2005 & 2010 32
    Figure 13: USA contact center Non-switch software technology spending by size-band, 2005 & 2010 35
    Figure 14: USA contact center Outbound technology spending by vertical market, 2005 & 2010 37
    Figure 15: USA contact center Outbound technology spending by size-band, 2005 & 2010 39
    Figure 16: USA contact center Quality Monitoring technology spending by vertical market, 2005 & 2010 41
    Figure 17: USA contact center Quality Monitoring technology spending by size-band, 2005 & 2010 44
    Figure 18: USA contact center Switch-dependent technology spending by vertical market, 2005 & 2010 46
    Figure 19: USA Contact center Switch-dependent technology spending by size-band, 2005 & 2010 49
    Figure 20: USA contact center Switch-independent technology spending by vertical market, 2005 & 2010 51
    Figure 21: USA contact center Switch-independent technology spending by size-band, 2005 & 2010 54

    LIST OF TABLES
    Table 1: Contact Center definitions 2
    Table 2: Contact centers and agent positions in USA, 2005 – 2010 10
    Table 3: In house and outsourced agent positions in USA, 2005 – 2010 12
    Table 4: Agent positions in USA by vertical market, 2005 – 2010 14
    Table 5: Agent positions in USA by size-band, 2005 – 2010 16
    Table 6: Agent positions in USA by telephony end-point, 2005 – 2010 18
    Table 7: Agent positions in USA by technology location, 2005 – 2010 20
    Table 8: USA contact center technology spending by application, 2005 – 2010 22
    Table 9: USA contact center technology spending by vertical market, 2005 – 2010 24
    Table 10: USA contact center technology spending by size-band, 2005 – 2010 26
    Table 11: USA contact center Inbound hardware technology spending by vertical market, 2005 – 2010 28
    Table 12: USA contact center Inbound hardware technology spending by size-band, 2005 – 2010 31
    Table 13: USA contact center Non-switch software technology spending by vertical market, 2005 – 2010 33
    Table 14: USA contact center Non-switch software technology spending by size-band, 2005 – 2010 36
    Table 15: USA contact center Outbound technology spending by vertical market, 2005 – 2010 38
    Table 16: USA contact center Outbound technology spending by size-band, 2005 – 2010 40
    Table 17: USA contact center Quality Monitoring technology spending by vertical market, 2005 – 2010 42
    Table 18: USA contact center Quality Monitoring technology spending by size-band, 2005 – 2010 45
    Table 19: USA contact center Switch-dependent technology spending by vertical market, 2005 – 2010 47
    Table 20: USA Contact center Switch-dependent technology spending by size-band, 2005 – 2010 50
    Table 21: USA contact center Switch-independent technology spending by vertical market, 2005 – 2010 52
    Table 22: USA contact center Switch-independent technology spending by size-band, 2005 – 2010 55