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Contact Center Markets and Technologies Databook for UK (Datamonitor)
- Market: Telecommunications
- Published Date: 09/07/2007
- Report Title: Contact Center Markets and Technologies Databook for UK
- View Report Summary: View Report Summary
- Report Type: Market Report
- Country: UK
- Number of Pages: 51
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
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
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