Abstract
Introduction
The databook is a detailed information resource covering current and forecast
contact center market data. The market is sized both in terms of agent
positions and technology spending, and the data is segmented by vertical
market, in-house/outsourced, size-band, type of technology, IP/TDM, and
hosted/CPE.
Scope
All market forecasts are from 2005 to 2010 inclusive. All agent position and
technology spending data is segmented by size-band and vertical market.
Spending data for inbound routing hardware and software, outbound and
workforce management.
Highlights
Overall domestic agent position growth is slowing or declining in North
America and Western Europe. Technology and business changes - including IP
telephony, virtualization, managed and hosted services, workforce optimization
technologies, SME growth, and public sector spending are driving increased
investment. Consequently technology spending will continue to rise, but
learning exactly how to tap into it will be more critical than ever.
Reasons to Purchase
Gain insight into key contact center growth patterns. Understand evolving
contact center technology investment and adoption. Identify the fastest
growing vertical markets for contact center technology and services.
Table of Contents
TABLE OF CONTENTS
Overview 1
Catalyst 1
Summary 1
Definitions
2
AGENT POSITIONS 9
Contact centers and Agent Positions in Other
Eastern Europe 9
In-house and Outsourced Agent Positions in Other Eastern
Europe 11
Agent positions in Other Eastern Europe by vertical market
13
Agent positions in Other Eastern Europe by size-band 15
Agent
positions in Other Eastern Europe by telephony end-point 17
Agent
positions in Other Eastern Europe by technology location 19
TECHNOLOGY
SPENDING 21
Other Eastern Europe contact center technology spending by
application 21
Other Eastern Europe contact center technology spending by
vertical 23
Other Eastern Europe contact center technology spending by
size-band 26
CONTACT CENTER INBOUND HARDWARE TECHNOLOGY SPENDING 28
Other Eastern Europe contact center Inbound hardware technology spending by
vertical 28
Other Eastern Europe contact center Inbound hardware
technology spending by size-band 31
CONTACT CENTER NON-SWITCH SOFTWARE
TECHNOLOGY SPENDING 33
Other Eastern Europe contact center Non-switch
software technology spending by vertical 33
Other Eastern Europe contact
center Non-switch software technology spending by size-band 36
CONTACT
CENTER OUTBOUND TECHNOLOGY SPENDING 38
Other Eastern Europe contact center
Outbound technology spending by vertical 38
Other Eastern Europe contact
center Outbound technology spending by size-band 41
CONTACT CENTER QUALITY
MONITORING TECHNOLOGY SPENDING 43
Other Eastern Europe contact center
Quality Monitoring technology spending by vertical 43
Other Eastern Europe
Contact center Quality Monitoring technology spending by size-band 46
CONTACT CENTER SWITCH DEPENDENT SOFTWARE TECHNOLOGY SPENDING 48
Other
Eastern Europe contact center Switch-dependent technology spending by vertical
48
Other Eastern Europe Contact center Switch-dependent technology
spending by size-band 51
CONTACT CENTER SWITCH-INDEPENDENT TECHNOLOGY
SPENDING 53
Other Eastern Europe contact center Switch-independent
technology spending by vertical 53
Other Eastern Europe contact center
Switch-independent technology spending by size-band 56
CONTACT CENTER
WORKFORCE MANAGEMENT TECHNOLOGY SPENDING 58
Other Eastern Europe contact
center Workforce Management technology spending by vertical 58
Other
Eastern Europe contact center Workforce Management technology spending by
size-band 61
APPENDIX 63
Further reading 63
Ask the analyst 63
LIST OF FIGURES
Figure 1: Contact centers and agent positions in
Other Eastern Europe, 2005 -- 2010 9
Figure 2: In house and outsourced
agent positions in Other Eastern Europe, 2005 -- 2010 11
Figure 3: Agent
positions in Other Eastern Europe by vertical market, 2005 & 2010 13
Figure 4: Agent positions in Other Eastern Europe by size-band, 2005 & 2010
15
Figure 5: Agent positions in Other Eastern Europe by telephony
end-point, 2005 -- 2010 17
Figure 6: Agent positions in Other Eastern
Europe by technology location, 2005 -- 2010 19
Figure 7: Other Eastern
Europe contact center technology spending by application, 2005 -- 2010 21
Figure 8: Other Eastern Europe contact center technology spending by vertical
market, 2005 & 2010 23
Figure 9: Other Eastern Europe contact center
technology spending by size-band, 2005 & 2010 26
Figure 10: Other Eastern
Europe contact center Inbound hardware technology spending by vertical market,
2005 & 2010 28
Figure 11: Other Eastern Europe contact center Inbound
hardware technology spending by size-band, 2005 & 2010 31
Figure 12: Other
Eastern Europe contact center Non-switch software technology spending by
vertical market, 2005 & 2010 33
Figure 13: Other Eastern Europe contact
center Non-switch software technology spending by size-band, 2005 & 2010
36
Figure 14: Other Eastern Europe contact center Outbound technology
spending by vertical market, 2005 & 2010 38
Figure 15: Other Eastern
Europe contact center Outbound technology spending by size-band, 2005 & 2010
41
Figure 16: Other Eastern Europe contact center Quality Monitoring
technology spending by vertical market, 2005 & 2010 43
Figure 17: Other
Eastern Europe contact center Quality Monitoring technology spending by
size-band, 2005 & 2010 46
Figure 18: Other Eastern Europe contact center
Switch-dependent technology spending by vertical market, 2005 & 2010 48
Figure 19: Other Eastern Europe Contact center Switch-dependent technology
spending by size-band, 2005 & 2010 51
Figure 20: Other Eastern Europe
contact center Switch-independent technology spending by vertical market, 2005
& 2010 53
Figure 21: Other Eastern Europe contact center
Switch-independent technology spending by size-band, 2005 & 2010 56
Figure
22: Other Eastern Europe contact center Workforce Management technology
spending by vertical market, 2005 & 2010 58
Figure 23: Other Eastern
Europe contact center Workforce Management technology spending by size-band,
2005 & 2010 61
LIST OF TABLES
Table 1: Contact Center definitions
2
Table 2: Contact centers and agent positions in Other Eastern Europe,
2005 -- 2010 10
Table 3: In house and outsourced agent positions in Other
Eastern Europe, 2005 -- 2010 12
Table 4: Agent positions in Other Eastern
Europe by vertical market, 2005 -- 2010 14
Table 5: Agent positions in
Other Eastern Europe by size-band, 2005 -- 2010 16
Table 6: Agent
positions in Other Eastern Europe by telephony end-point, 2005 -- 2010 18
Table 7: Agent positions in Other Eastern Europe by technology location, 2005
-- 2010 20
Table 8: Other Eastern Europe contact center technology
spending by application, 2005 -- 2010 22
Table 9: Other Eastern Europe
contact center technology spending by vertical market, 2005 -- 2010 24
Table 10: Other Eastern Europe contact center technology spending by
size-band, 2005 -- 2010 27
Table 11: Other Eastern Europe contact center
Inbound hardware technology spending by vertical market, 2005 -- 2010 29
Table 12: Other Eastern Europe contact center Inbound hardware technology
spending by size-band, 2005 -- 2010 32
Table 13: Other Eastern Europe
contact center Non-switch software technology spending by vertical market,
2005 -- 2010 34
Table 14: Other Eastern Europe contact center Non-switch
software technology spending by size-band, 2005 -- 2010 37
Table 15: Other
Eastern Europe contact center Outbound technology spending by vertical market,
2005 -- 2010 39
Table 16: Other Eastern Europe contact center Outbound
technology spending by size-band, 2005 -- 2010 42
Table 17: Other Eastern
Europe contact center Quality Monitoring technology spending by vertical
market, 2005 -- 2010 44
Table 18: Other Eastern Europe contact center
Quality Monitoring technology spending by size-band, 2005 -- 2010 47
Table
19: Other Eastern Europe contact center Switch-dependent technology spending
by vertical market, 2005 -- 2010 49
Table 20: Other Eastern Europe Contact
center Switch-dependent technology spending by size-band, 2005 -- 2010 52
Table 21: Other Eastern Europe contact center Switch-independent technology
spending by vertical market, 2005 -- 2010 54
Table 22: Other Eastern
Europe contact center Switch-independent technology spending by size-band,
2005 -- 2010 57
Table 23: Other Eastern Europe contact center Workforce
Management technology spending by vertical market, 2005 -- 2010 59
Table
24: Other Eastern Europe contact center Workforce Management technology
spending by size-band, 2005 -- 2010 62
