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Call Centres

The contact centre industry is relatively young but it grew rapidly over the past couple of decades. With China’s booming call centres market and lots of companies worldwide that need to upgrade their technology and customer service solutions, business opportunities are on the line: the global call centre service revenues are expected to reach US$189.3 Billion by 2015.

Whether a call centre is the core of your business or the first line of contact with your current and future customers, we have the reports and market research that you need to enhance your success. The publications listed under Research and Markets’ Call Centre category cater for both vendors and service providers and companies that have a contact centre (either in-house or outsourced), with a wealth of information about the most recent technologies, the trends, opportunities and challenges of the market and the top players that are leading the way.

Topics covered include but are not limited to: inbound contact routing, including automated call distribution (ACD) and computer telephony integration (CTI); interactive voice response (IVR) and voice portals; outbound dialers; quality monitoring; contact center analytics (including speech analytics); queuing solutions; workforce software management. Show Less
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PRODUCT TITLE
Asia-Pacific Contact Center Outsourcing - Domestic and Offshore Markets Asia-Pacific Contact Center Outsourcing - Domestic and Offshore Markets - Product Thumbnail Image

Asia-Pacific Contact Center Outsourcing - Domestic and Offshore Markets

Asia Pacific’s Large, Qualified Labor Pool Encourages Companies to Outsource their Contact Center Operations to the Region Upsurge in Outsourcing among Domestic Companies Raise Total Market Revenues...

June 2012
FROM
Assessment of the Asia-Pacific Contact Center Market Assessment of the Asia-Pacific Contact Center Market - Product Thumbnail Image

Assessment of the Asia-Pacific Contact Center Market

A 9 8 Percent Growth in Agent Base Cements Asia Pacific’s Status as the Fastest Growing Region for Contact Center Services Increasing Focus on Quality Bodes Well for Establishments with Trained and...

June 2012
FROM
Demand Analysis of the BPO and Contact Centre Market within the South African Financial and Retail Sectors Demand Analysis of the BPO and Contact Centre Market within the South African Financial and Retail Sectors - Product Thumbnail Image

Demand Analysis of the BPO and Contact Centre Market within the South African Financial and Retail Sectors

Outsourcing of Non-core Processes Offers Companies a Route to Manage Costs and Improve Business Efficiency The South African business process outsourcing (BPO) sector is set to grow significantly over...

May 2012
FROM
Analysis of the Mexican and Central America and Caribbean Contact Center Outsourcing Services Market Analysis of the Mexican and Central America and Caribbean Contact Center Outsourcing Services Market - Product Thumbnail Image

Analysis of the Mexican and Central America and Caribbean Contact Center Outsourcing Services Market

How Has The Industry Evolved? This study examines the trends in the contact center outsourcing services markets in Mexico as well as Central America and the Caribbean It forecasts market demand and...

April 2012
FROM
Avaya Aura® Contact Center - NuViews® Summary Report Avaya Aura® Contact Center - NuViews® Summary Report - Product Thumbnail Image

Avaya Aura® Contact Center - NuViews® Summary Report

Pre-IPO release on Avaya - A guide to a better understanding of Avaya's Aura® Contact Center Avaya Prospectus The focus of this report is on Avaya's solutions portfolio Since Avaya has filed with the...

March 2012
North American Contact Center Outsourcing Markets 2012 North American Contact Center Outsourcing Markets 2012 - Product Thumbnail Image

North American Contact Center Outsourcing Markets 2012

This research study looks at market trends, drivers, and restraints for the North American contact center outsourcing market Contact center services provided by outsourcers include customer service,...

February 2012
FROM
2011 World Contact Center Workforce Management Systems Market 2011 World Contact Center Workforce Management Systems Market - Product Thumbnail Image

2011 World Contact Center Workforce Management Systems Market

This report addresses the market for workforce management (WFM) solutions in contact center environments Several vendors are actively pursuing opportunities to apply WFM technology in various back office...

November 2011
North American Hosted Contact Center Markets North American Hosted Contact Center Markets - Product Thumbnail Image

North American Hosted Contact Center Markets

This Frost & Sullivan research report covers the state of the North American hosted contact center market Market segments covered include hosted IVR, hosted ACD, hosted chat, hosted outbound customer...

October 2011
FROM

Market Opportunity: mVoIP + Social + Presence

There is a unique opportunity, for a period of about three years, for certain so called Over-the-Top VoIP providers to offer social networking driven services that represent a low cost/no cost alternative...

August 2011
FROM
North American Contact Center Systems Market North American Contact Center Systems Market - Product Thumbnail Image

North American Contact Center Systems Market

This research service covers the state of the North American contact center systems market Market segments covered include inbound contact routing systems, IVR/voice portal systems, outbound dialer...

June 2011
FROM
The Contact Center in a Profit-Centric Service Organization: Shoring Up the Foundation of Service Delivery The Contact Center in a Profit-Centric Service Organization: Shoring Up the Foundation of Service Delivery - Product Thumbnail Image

The Contact Center in a Profit-Centric Service Organization: Shoring Up the Foundation of Service Delivery

While newer support channels such as social media and chat dominate the headlines, contact center based interactions still dominate the core of the service and support economy A significant number of...

May 2011
Argentinean and Chilean Contact Center Outsourcing Services Markets 2010 Argentinean and Chilean Contact Center Outsourcing Services Markets 2010 - Product Thumbnail Image

Argentinean and Chilean Contact Center Outsourcing Services Markets 2010

This Frost & Sullivan research service titled Argentinean and Chilean Contact Center Outsourcing Services Markets 2010 examines trends and forecasts market demand for services delivered both in each...

April 2011
FROM
Brazilian Contact Center Outsourcing Services Market 2010 Brazilian Contact Center Outsourcing Services Market 2010 - Product Thumbnail Image

Brazilian Contact Center Outsourcing Services Market 2010

This Frost & Sullivan research service titled Brazilian Contact Center Outsourcing Services Market 2010 provides an in-depth analysis of the market drivers and restraints, industry trends, and competitive...

April 2011
FROM
Dialing In: Enhancing the Call Center Experience Dialing In: Enhancing the Call Center Experience - Product Thumbnail Image

Dialing In: Enhancing the Call Center Experience

The call center remains an important part of the banking experience. Although it is generally less popular than the branch and has been eclipsed in some areas by the online channel, consumers remain...

March 2011
FROM
China's Booming Call Center Market Opportunities in 2011 and Outlook to 2015 China's Booming Call Center Market Opportunities in 2011 and Outlook to 2015 - Product Thumbnail Image

China's Booming Call Center Market Opportunities in 2011 and Outlook to 2015

China's economic growth is having a profound impact on the breadth and depth of the domestic Call Center market Growth in the number of Call Centers and number of agent positions seats in China is steadily...

March 2011
Deriving Business Value from On-Demand Contact Center Solutions Deriving Business Value from On-Demand Contact Center Solutions - Product Thumbnail Image

Deriving Business Value from On-Demand Contact Center Solutions

As commoditization pressures in a global economy drive down margins on the product side of business, organizations are looking to leverage their service operations to differentiate themselves from their...

March 2011
Global Contact Center Technology Spending Forecast: 2010-15 Global Contact Center Technology Spending Forecast: 2010-15 - Product Thumbnail Image

Global Contact Center Technology Spending Forecast: 2010-15

Introduction This interactive model derives from Ovum's annual contact center markets and technologies mega-model. The model provides insight into spending on core contact center technologies by region,...

February 2011
FROM
Malaysia BPO, Call Center, Data Center Market Analysis and Forecast - 2011 to 2015 Malaysia BPO, Call Center, Data Center Market Analysis and Forecast - 2011 to 2015 - Product Thumbnail Image

Malaysia BPO, Call Center, Data Center Market Analysis and Forecast - 2011 to 2015

Malaysia's BPO and Contact Center industry continues to experience considerable growth - there are over now 600 Call Centres employing over 25,000 people In addition, Malaysia continues to be popular...

January 2011
Indonesia Call Center Market Analysis and Forecast - 2011 to 2015 Indonesia Call Center Market Analysis and Forecast - 2011 to 2015 - Product Thumbnail Image

Indonesia Call Center Market Analysis and Forecast - 2011 to 2015

The Indonesia Call Center market will continue its double-digit growth in 2011 as a robust economy with strong domestic consumption continues to drive investments to develop or expand Contact Centres...

January 2011
Global In-House Contact Center Market Forecast: 2010-15 Global In-House Contact Center Market Forecast: 2010-15 - Product Thumbnail Image

Global In-House Contact Center Market Forecast: 2010-15

Introduction This model derives from Ovum's annual contact center markets mega-model. It provides insight into in-house contact center and agent positions by region, verticals, countries, and size...

December 2010
FROM
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