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.
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UK Call Centres Market Research Report
The UK call centre market research report analyses market positioning, European positioning, UK economy, market factors and size, market segmentation by sector and function, market trends, outsourcing...
October
2010
FROM
EUR 1,056USD 987GBP 600AUD 1,437JPY 121,101SEK 8 516CHF 1'417CAD 1,319
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
FROM
EUR 11,473USD 15,000GBP 9,669AUD 15,961JPY 1,469,030SEK 99 325CHF 14'114CAD 15,597
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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EUR 685USD 895GBP 577AUD 952JPY 87,652SEK 5 926CHF 842CAD 931
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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EUR 685USD 895GBP 577AUD 952JPY 87,652SEK 5 926CHF 842CAD 931
North American Outbound Dialer Systems Market
Outbound dialer systems used in contact centers facilitate the automated placement of outbound telephone calls This study focuses on outbound dialer systems that are premises-based This study discusses...
July
2010
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EUR 4,589USD 6,000GBP 3,867AUD 6,385JPY 587,612SEK 39 730CHF 5'646CAD 6,239
EMEA Contact Centre Outsourcing Markets
This research service looks at market trends, drivers, and restraints for the EMEA contact centre outsourcing market It also provides market size, market segmentation, revenue forecasts, outsourced...
May
2010
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EUR 4,589USD 6,000GBP 3,867AUD 6,385JPY 587,612SEK 39 730CHF 5'646CAD 6,239
North American Speech Applications Development Market for Contact Centers
About two-thirds of North American contact center organizations have plans to either build or enhance their contact center speech applications over the next twelve months based on a Frost & Sullivan...
March
2010
FROM
EUR 4,589USD 6,000GBP 3,867AUD 6,385JPY 587,612SEK 39 730CHF 5'646CAD 6,239
Global Contact Center Technology Market 2008-2012
Contact Center Technology solutions help companies maintain communications with its customers. It includes predictive dialers, interactive voice response, automatic call distributors, computer telephone...
March
2010
FROM
EUR 1,147USD 1,500GBP 967AUD 1,596JPY 146,903SEK 9 932CHF 1'411CAD 1,560
Latin America Contact Center Applications Market
The Latin American contact center applications market reached $508 1 million in 2008, a growth of 11 1 percent when compared to 2007 The first semester of the year presented a healthy growth, but as...
February
2010
FROM
EUR 4,972USD 6,500GBP 4,190AUD 6,917JPY 636,580SEK 43 041CHF 6'116CAD 6,759
Call Centres - Business Ratio Report
This Business Ratio Report compares the financial performance of the leading players in this Industry sector, offering a quick and cost-effective competitor analysis tool for senior management Ratios...
February
2010
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EUR 642USD 600GBP 365AUD 874JPY 73,670SEK 5 181CHF 862CAD 802
2009 Business Trends: consumer preferences in contact center interactions
Consumers still interact with enterprises through traditional means. The voice channel and email remain the most common ways consumers interact with enterprises. Journeying to a branch’s physical location...
January
2010
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EUR 1,143USD 1,495GBP 964AUD 1,591JPY 146,413SEK 9 899CHF 1'407CAD 1,555
2009 Business Trends: multichannel strategies in the contact center
This business trends study is part of Ovum Enterprise’s Customer Interaction Technologies research. A survey was taken, asking 200 contact center managers about their IT budgets, investment plans, and...
January
2010
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EUR 2,673USD 3,495GBP 2,253AUD 3,719JPY 342,284SEK 23 143CHF 3'289CAD 3,634
Malaysia Call Center and BPO Market Analysis and Forecast - 2010 to 2014
Malaysia's Call Center industry continues to experience considerable growth and there are over now 600 Call Centres employing over 25,000 people The revenue growth for technology vendors selling to...
January
2010
EUR 316USD 295GBP 179AUD 429JPY 36,198SEK 2 546CHF 424CAD 394
China's Call Centre Industry and Outlook to 2014
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 center seats in China is steadily increasing, and the revenue...
January
2010
EUR 316USD 295GBP 179AUD 429JPY 36,198SEK 2 546CHF 424CAD 394
Latin America Contact Center Applications Market 2009
The Latin American contact center applications market generated revenues of $414 8 million in 2008 The first semester of the year presented a healthy growth; however, as economies slowed down in the...
December
2009
FROM
EUR 4,972USD 6,500GBP 4,190AUD 6,917JPY 636,580SEK 43 041CHF 6'116CAD 6,759
North American Contact Center Outsourcing Markets
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,...
December
2009
FROM
EUR 4,589USD 6,000GBP 3,867AUD 6,385JPY 587,612SEK 39 730CHF 5'646CAD 6,239
Profiting From Onshore Contact Center Outsourcing During the Recovery (Strategic Focus)
The onshore contact center outsourcing sector has evolved considerably since the beginning of the recession. This report will analyze trends in major western markets, and will provide insight into the...
December
2009
FROM
EUR 2,597USD 3,395GBP 2,188AUD 3,613JPY 332,490SEK 22 480CHF 3'195CAD 3,530
Green Technologies In The Contact Center Come Of Age
Consumers and enterprises alike suffer from ‘green fatigue’ - an ennui born from too much hype and too little substance around green technology. But as green technology becomes more synonymous with...
December
2009
FROM
EUR 1,143USD 1,495GBP 964AUD 1,591JPY 146,413SEK 9 899CHF 1'407CAD 1,555
Outsourced Home Agents: Virtual Contact Center Hype Gets Reality Check (Strategic Focus)
The use of home agents by contact center outsourcing vendors has increased rapidly in the last few years. Datamonitor examines whether the model has the potential to become widely adopted.
Scope
-...
November
2009
FROM
EUR 2,597USD 3,395GBP 2,188AUD 3,613JPY 332,490SEK 22 480CHF 3'195CAD 3,530
2009 Top Multilingual/Bilingual Call and Contact Center Outsourcing Vendors, Black Book Survey 2009 Results
Results from 2009 Black Book Survey. Cultural fit, scalability, reliability and data security are the most important attributes influencing PEO client satisfaction with their outsourcing providers.
In...
November
2009
FROM
EUR 1,912USD 2,500GBP 1,611AUD 2,660JPY 244,838SEK 16 554CHF 2'352CAD 2,600
