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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
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
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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
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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
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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
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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
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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
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
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
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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
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Asia Pacific Hosted Contact Center Services Market CY 2009 Asia Pacific Hosted Contact Center Services Market CY 2009 - Product Thumbnail Image

Asia Pacific Hosted Contact Center Services Market CY 2009

This Frost & Sullivan research service titled Asia Pacific Hosted Contact Center Services Market CY 2009 provides market trends, drivers, restraints, and sizing across six regions In this research,...

November 2010
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Latin America Contact Center Outsourcing Services Market 2010 Latin America Contact Center Outsourcing Services Market 2010 - Product Thumbnail Image

Latin America Contact Center Outsourcing Services Market 2010

This study examines trends in the Latin American contact center outsourcing services industry and forecasts market demand We provide an extensive coverage of services delivered both in each of the local...

November 2010
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2010 World Contact Center Interaction Recording Systems Market 2010 World Contact Center Interaction Recording Systems Market - Product Thumbnail Image

2010 World Contact Center Interaction Recording Systems Market

Global sales of contact center interaction recording systems expect to reach $1 24 billion in 2015 This latest report is the fifth of a series of interaction recording market research reports These...

November 2010
Assessment of Asia Pacific Contact Center Market CY 2009 Assessment of Asia Pacific Contact Center Market CY 2009 - Product Thumbnail Image

Assessment of Asia Pacific Contact Center Market CY 2009

This study is an assessment of the contact center industry across 6 regions in APAC: Australia & New Zealand, ASEAN, Greater China, India, South Korea and Japan It contains market sizing and forecasting...

September 2010
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The Dos And Don'ts Of Hosted Contact Center Implementations The Dos And Don'ts Of Hosted Contact Center Implementations - Product Thumbnail Image

The Dos And Don'ts Of Hosted Contact Center Implementations

As the economy recovers and businesses prepare for retrenchment in consumer spending, enterprises have changed the way they invest in customer service technologies. Today, technology investments in...

July 2010
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The Market For Contact Center Queuing Solutions The Market For Contact Center Queuing Solutions - Product Thumbnail Image

The Market For Contact Center Queuing Solutions

By its broadest definition, virtual queuing allows callers waiting on hold for an agent to hang up without losing their place in the queue. Though not a new solution, virtual queuing is not common,...

July 2010
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