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Managed and Hosted Contact Center Services
Datamonitor, Dec 2004, Pages: 66
Introduction
In mature markets, there is little growth potential in selling traditional contact center products. At the same time, service providers are seeing a decline in their core revenue streams as a result of increased competition and price deflation. Are hosted contact centers and network based services the answer for both parties troubles?
Scope
This report covers hosted contact centers, speech recognition services, and traditional network services.
Full geographical coverage: North America, EMEA, Asa Pacific and Latin America.
Analyzes the complete value chain: vendors, service providers, outsourcers, and systems integrators.
Profiles of 15 vendors and their relationships with over 40 service providers.
Highlights
By 2008 the global market for managed and hosted contact services will have more than doubled from its 2003 value, with annual spending exceeding $5bn.
By 2008 there will be nearly half a million hosted agent positions globally, representing 7% of the total.
Reasons to Purchase
Identify the fastest growing applications on the market
Understand the differences between the end-user demands and competitive environment in each region
Determine the key demand and supply side drivers and barriers to the adoption of managed and hosted services
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