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Where Next for Global Contact Centers? New Market Opportunities, Growth Sectors and Effective Sales Strategies
Business Insights, Aug 2007, Pages: 144
The growing contact center market continues to proffer new revenue potential for vendors in emerging and established markets. Contemporary communication channels, the advent of new business models presenting new delivery formats, advancements in working practises and data convergence all serve as testaments to the opportunistic possibilities. However, as developed markets begin to mature, effectively enhancing the strategic identification and exploitation of opportunities will become a requisite core competency for successful growth sustainability.
Where Next for Global Contact Centers? New market opportunities, growth sectors and effective sales strategies is a new management report published by us that provides a detailed examination of potential market opportunities and growth sectors on a global scale, investigates price and cost optimization and evaluates the efficacy of the latest strategies and business models.
Use this report’s analysis of untapped opportunities and growth niches to enhance your strategic outlook and revenue sustainability
Some key findings from this report...
- Over 800,000 hosted AP’s will exist globally by 2010.
- Contact center outsourcing deployments in mature vertical markets will rise from 0.87 to 1.25 million AP’s during the period 2006-12, although annual growth will fall by 8% in the same interval.
- Remote (virtual) workers represent a significant expansion in contact center functionality, despite only constituting a small percentage of AP’s, encompassing 354,000 workers in 2007.
- The Indian contact center market is suffering a decline in annual growth, falling by 30% between 2005 and 2009, due to the maturing market and increased competition from offshore locations.
- The public sector is the fastest growing global vertical market.
- AP’s in Central and Eastern Europe are set to grow by 71% to 308,800 between 2004 and 2009 with this growth driven by offshoring and outsourcing.
This new report will enable you to...
- Identify and assess the existing and emerging opportunities within the global contact center market.
- Predict future contact center technology expenditure using the spending forecasts to 2012 included in this report.
- Forecast future levels of contact center agent position based upon this report’s global statistics up to 2009.
- Identify and understand the key market drivers and inhibitors for each market opportunity, allowing you to tailor your expansion strategies.
- Enhance the competitiveness your products and services with this report’s insights into contact center price optimization.
Key issues examined in this report...
- Hosted contact centers. Offering the inclusion of knowledge workers and back-office staff with multiple locations supported through a networked infrastructure, HCC’s are growing rapidly.
- Video contact centers. Revolutionary benefits including revenue streams from advertisers, ‘super-mail’ and ‘voice to video’ switch, which let agents demonstrate a solution to a person visually.
- Virtual contact centers. VCCs are finally becoming a reality, with many Telco’s now internally migrating to IP telephony.
- Is it over for India? Annual growth will fall from 37 per cent in 2005 to 7 per cent in 2009, as the market matures and there is increased competition from other offshore locations
- New vertical and emerging outsourcing markets. Late-adopting verticals AP’s associated will rise from 133,000 to 229,000 between 2006 and 2012 with travel and hospitality as the largest investor.
- Value added services. The demand for business consulting services from both vendors and solution providers is increasing.
Your questions answered...
- Does substantial scope for growth still exist within the contact center market?
- Where are the next major market opportunities for contact centers?
- Which regions and vertical sectors offer the most significant growth potential for the sale of contact center technologies and services?
- How can go-to-market strategies be used to improve sales?
- What are the new and emerging technologies changing the face of the contact center industry?
- Do hosted contact centers represent an opportunity or threat?
- Have offshoring locations stolen business from India, and is the present decline terminal?
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