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Contact Center Markets and Technologies Databook for Spain (Datamonitor)
- Market: Telecommunications
- Published Date: 09/07/2007
- Report Title: Contact Center Markets and Technologies Databook for Spain
- View Report Summary: View Report Summary
- Report Type: Market Report
- Country: Spain
- Number of Pages: 57
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
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
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