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 Spain 9
In-house and Outsourced Agent Positions in Spain 11
Agent positions in
Spain by vertical market 13
Agent positions in Spain by size-band 15
Agent positions in Spain by telephony end-point 17
Agent positions in
Spain by technology location 19
TECHNOLOGY SPENDING 21
Spain contact
center technology spending by application 21
Spain contact center
technology spending by vertical 23
Spain contact center technology
spending by size-band 26
CONTACT CENTER INBOUND HARDWARE TECHNOLOGY
SPENDING 28
Spain contact center Inbound hardware technology spending by
vertical 28
Spain contact center Inbound hardware technology spending by
size-band 31
CONTACT CENTER NON-SWITCH SOFTWARE TECHNOLOGY SPENDING 33
Spain contact center Non-switch software technology spending by vertical
33
Spain contact center Non-switch software technology spending by
size-band 36
CONTACT CENTER OUTBOUND TECHNOLOGY SPENDING 38
Spain
contact center Outbound technology spending by vertical 38
Spain contact
center Outbound technology spending by size-band 40
CONTACT CENTER QUALITY
MONITORING TECHNOLOGY SPENDING 42
Spain contact center Quality Monitoring
technology spending by vertical 42
Spain contact center Quality Monitoring
technology spending by size-band 45
CONTACT CENTER SWITCH DEPENDENT
SOFTWARE TECHNOLOGY SPENDING 47
Spain contact center Switch-dependent
technology spending by vertical 47
Spain Contact center Switch-dependent
technology spending by size-band 50
CONTACT CENTER SWITCH-INDEPENDENT
TECHNOLOGY SPENDING 52
Spain contact center Switch-independent technology
spending by vertical 52
Spain contact center Switch-independent technology
spending by size-band 55
APPENDIX 57
Further reading 57
Ask the
analyst 57
LIST OF FIGURES
Figure 1: Contact centers and agent
positions in Spain, 2005 -- 2010 9
Figure 2: In house and outsourced agent
positions in Spain, 2005 -- 2010 11
Figure 3: Agent positions in Spain by
vertical market, 2005 & 2010 13
Figure 4: Agent positions in Spain by
size-band, 2005 & 2010 15
Figure 5: Agent positions in Spain by telephony
end-point, 2005 -- 2010 17
Figure 6: Agent positions in Spain by
technology location, 2005 -- 2010 19
Figure 7: Spain contact center
technology spending by application, 2005 -- 2010 21
Figure 8: Spain
contact center technology spending by vertical market, 2005 & 2010 23
Figure 9: Spain contact center technology spending by size-band, 2005 & 2010
26
Figure 10: Spain contact center Inbound hardware technology spending by
vertical market, 2005 & 2010 28
Figure 11: Spain contact center Inbound
hardware technology spending by size-band, 2005 & 2010 31
Figure 12:
Spain contact center Non-switch software technology spending by vertical
market, 2005 & 2010 33
Figure 13: Spain contact center Non-switch
software technology spending by size-band, 2005 & 2010 36
Figure 14:
Spain contact center Outbound technology spending by vertical market, 2005 &
2010 38
Figure 15: Spain contact center Outbound technology spending by
size-band, 2005 & 2010 40
Figure 16: Spain contact center Quality
Monitoring technology spending by vertical market, 2005 & 2010 42
Figure
17: Spain contact center Quality Monitoring technology spending by size-band,
2005 & 2010 45
Figure 18: Spain contact center Switch-dependent
technology spending by vertical market, 2005 & 2010 47
Figure 19: Spain
Contact center Switch-dependent technology spending by size-band, 2005 & 2010
50
Figure 20: Spain contact center Switch-independent technology spending
by vertical market, 2005 & 2010 52
Figure 21: Spain contact center
Switch-independent technology spending by size-band, 2005 & 2010 55
LIST OF TABLES
Table 1: Contact Center definitions 2
Table 2: Contact
centers and agent positions in Spain, 2005 -- 2010 10
Table 3: In house
and outsourced agent positions in Spain, 2005 -- 2010 12
Table 4: Agent
positions in Spain by vertical market, 2005 -- 2010 14
Table 5: Agent
positions in Spain by size-band, 2005 -- 2010 16
Table 6: Agent positions
in Spain by telephony end-point, 2005 -- 2010 18
Table 7: Agent positions
in Spain by technology location, 2005 -- 2010 20
Table 8: Spain contact
center technology spending by application, 2005 -- 2010 22
Table 9: Spain
contact center technology spending by vertical market, 2005 -- 2010 24
Table 10: Spain contact center technology spending by size-band, 2005 -- 2010
27
Table 11: Spain contact center Inbound hardware technology spending by
vertical market, 2005 -- 2010 29
Table 12: Spain contact center Inbound
hardware technology spending by size-band, 2005 -- 2010 32
Table 13: Spain
contact center Non-switch software technology spending by vertical market,
2005 -- 2010 34
Table 14: Spain contact center Non-switch software
technology spending by size-band, 2005 -- 2010 37
Table 15: Spain contact
center Outbound technology spending by vertical market, 2005 -- 2010 39
Table 16: Spain contact center Outbound technology spending by size-band, 2005
-- 2010 41
Table 17: Spain contact center Quality Monitoring technology
spending by vertical market, 2005 -- 2010 43
Table 18: Spain contact
center Quality Monitoring technology spending by size-band, 2005 -- 2010
46
Table 19: Spain contact center Switch-dependent technology spending by
vertical market, 2005 -- 2010 48
Table 20: Spain Contact center
Switch-dependent technology spending by size-band, 2005 -- 2010 51
Table
21: Spain contact center Switch-independent technology spending by vertical
market, 2005 -- 2010 53
Table 22: Spain contact center Switch-independent
technology spending by size-band, 2005 -- 2010 56
