|
|
 |
|
Viewing report
|
|
|
|
Call Center Growth Strategies: Vendor Opportunities In North America and Europe
Business Insights, Jan 2005, Pages: 148
The contact center market has seen little consolidation over the last three years, in comparison to most other technology markets, the market has continued to grow and few vendors have suffered in the way that CRM applications vendors have suffered. ‘Call Center Growth Strategies: Vendor opportunities in North America and Europe’ is a new management report that highlights where profit opportunities exist for call center technology vendors, customer relationship outsourcing providers, CRM and call center hardware and software resellers, consultants and integrators. The global call center market is a diverse market and spending patterns vary widely from region to region. This report details the market by country, call center size and vertical market to allow vendors and resellers to better focus their call center initiatives.
What are the competitive strength of the key call center vendors by product, region and size band?
- How will the key drivers of investment in call center technology affect market growth?
- Where are the growth opportunities for call center technology in Europe and the US?
- Which call center sizes attract the highest spending and which will grow fastest in the next 5 years?
- Who are the early adopters of WOTs and why are WOTs appropriate for them ?
Examine the Key Issues
- Regulatory change. New US regulations against cold calling may
drive investment in outbound call center technology whilst the
increased competition created by de-regulation may drive increases in
contact center investment from in particular the utilities.
- Outsourcing is a key driver for fast growing markets including
India, Latin America and Eastern Europe. Vendors will increasingly
need to know how to target growth markets including offshoring.
- Self-service applications. Demand for web-based and IVR
applications has increased driven by cost pressures.
- Managed services and hosted solutions. Advances in telephony and
multi-tenancy technology have enabled hosting at network level by a
service provider as a hosted or managed service.
- IP migration finally became mainstream in 2003 and the number of IP
contact centers had grown dramatically since.
Benefit from 148 pages of expert insight and proprietary data, enabling
you to:
- Target areas of future revenue growth by geography and
vertical market using the call center technology spend data and
forecasts to 2008 contained in this report.
- Develop more effective call center technology sales strategies
using this report’s recommendations and analysis of market
conditions, product fit and opportunities for vendors.
- Assess the competitive strengths of call center technology
providers by product, geography and size band.
- Understand the key market issues for vendors of ACD, IVR, CTI,
Outbound and WOTs.
- Anticipate and exploit future growth in multi-channel call
centers using this report’s forecasts of growth rates by region.
Findings from this report:
- By 2008 the global market for contact center component
technology will have grown to $5.1 billion.
- Non-traditional verticals such as government, utilities and healthcare present some of the best opportunities in the US.
However, some segments of each vertical market will continue to grow in this market.
- Public sector, healthcare, outsourcing and entertainment will be the fastest growing vertical markets in EMEA for call centers between now and 2008.
- Spending will shift from traditional technologies to IP-ACDs, CTI, self-service and managed services and hosted solutions.
- China, India, Brazil and Eastern Europe will grow significantly over the next five years while there will only be minimal growth in North America and Western Europe.
|
|
|
|
