OUR VIEW 1 CATALYST 1 SUMMARY 1 ANALYSIS 2 Indias growing middle class and increasing consumer purchasing power 2 Growing IT budgets among Indian firms 3 Increasing penetration of IP vs. that of TDM 5 An overview of distributed and hosted contact center models in India 6 Distributed contact centers will flourish in India attracting more regional clients and a new workforce 6 The simplicity of the Software as a Service model is attracting more then just hype in India 7 ACTIONS 8 Key challenges in the Indian market 8 Outsourcing has created a tight labor market leading to a skills shortage 8 Telecommunications infrastructure is unreliable, despite having high mobile phone penetration 8 Vendors need to communicate the value of applications 9 APPENDIX 10 Definitions 10 Agent position (AP) 10 Contact center 10 Methodology 10 Further reading 10 Ask the analyst 10 Our consulting 11 Disclaimer 11 List of Tables Table 1: Agent positions in India 2006 - 2012 3 Table 2: Contact center spending in India, 2006-2012 4 List of Figures Figure 1: Average income of Indian households - 2006 ($) 2 Figure 2: Agent positions in India 2006 - 2012 3 Figure 3: How has your IT budget grown or shrunk from 2006-7? 4 Figure 4: TDM vs IP agent positions in India, 2006 and 2012 (000s) 5 Figure 5: Indian contact centers technologies currently in use and upgrade possibilities 7
