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 the UK 9
In-house and Outsourced Agent Positions in the UK 11
Agent positions in
the UK by vertical market 13
Agent positions in the UK by size-band 15
Agent positions in the UK by telephony end-point 17
Agent positions in the
UK by technology location 19
TECHNOLOGY SPENDING 21
UK contact center
technology spending by application 21
UK contact center technology
spending by vertical 23
UK contact center technology spending by size-band
25
CONTACT CENTER INBOUND HARDWARE TECHNOLOGY SPENDING 27
UK contact
center Inbound hardware technology spending by vertical 27
UK contact
center Inbound hardware technology spending by size-band 29
CONTACT CENTER
NON-SWITCH SOFTWARE TECHNOLOGY SPENDING 31
UK contact center Non-switch
software technology spending by vertical 31
UK contact center Non-switch
software technology spending by size-band 33
CONTACT CENTER OUTBOUND
TECHNOLOGY SPENDING 35
UK contact center Outbound technology spending by
vertical 35
UK contact center Outbound technology spending by size-band
37
CONTACT CENTER QUALITY MONITORING TECHNOLOGY SPENDING 39
UK contact
center Quality Monitoring technology spending by vertical 39
UK Contact
center Quality Monitoring technology spending by size-band 41
CONTACT
CENTER SWITCH-DEPENDENT SOFTWARE TECHNOLOGY SPENDING 43
UK contact center
Switch-dependent software technology spending by vertical 43
UK Contact
center Switch-dependent software technology spending by size-band 45
CONTACT CENTER SWITCH-INDEPENDENT SOFTWARE TECHNOLOGY SPENDING 47
UK
Contact center Switch-independent software technology spending by vertical
47
UK Contact center Switch-independent software technology spending by
size-band 49
APPENDIX 51
Further reading 51
Ask the analyst 51
LIST OF FIGURES
Figure 1: Contact centers and agent positions the UK,
2005 -- 2010 9
Figure 2: In house and outsourced agent positions the UK,
2005 -- 2010 11
Figure 3: Agent positions in the UK by vertical market,
2005 & 2010 13
Figure 4: Agent positions in the UK by size-band, 2005 &
2010 15
Figure 5: Agent positions in the UK by telephony end-point, 2005
-- 2010 17
Figure 6: Agent positions in the UK by technology location,
2005 - 2010 19
Figure 7: UK contact center technology spending by
application, 2005 - 2010 21
Figure 8: UK contact center technology
spending by vertical, 2005 & 2010 23
Figure 9: UK contact center
technology spending by size-band, 2005 & 2010 25
Figure 10: UK contact
center Inbound hardware technology spending by vertical, 2005 & 2010 27
Figure 11: UK contact center Inbound hardware technology spending by
size-band, 2005 & 2010 29
Figure 12: UK contact center Non-switch software
technology spending by vertical market, 2005 & 2010 31
Figure 13: UK
contact center Non-switch software technology spending by size-band, 2005 &
2010 33
Figure 14: UK contact center Outbound technology spending by
vertical market, 2005 & 2010 35
Figure 15: UK contact center Outbound
technology spending by size-band, 2005 & 2010 37
Figure 16: UK contact
center Quality Monitoring technology spending by vertical market 2005 -- 2010
39
Figure 17: UK contact center Quality Monitoring technology spending by
size-band, 2005 & 2010 41
Figure 18: UK contact center Switch-dependent
software technology spending by vertical market, 2005 & 2010 43
Figure
19: UK contact center Switch-dependent software technology spending by
size-band, 2005 & 2010 45
Figure 20: UK contact center Switch-independent
software technology spending in Russia by vertical market, 2005 & 2010 47
Figure 21: Contact center Switch-independent software technology spending in
the UK by size-band, 2005 & 2010 49
LIST OF TABLES
Table 1:
Contact Center definitions 2
Table 2: Contact centers and agent positions
in the UK, 2005 -- 2010 10
Table 3: In house and outsourced agent
positions in the UK, 2005 -- 2010 12
Table 4: Agent positions in the UK by
vertical market, 2005 -- 2010 14
Table 5: Agent positions in the UK by
size-band, 2005 -- 2010 16
Table 6: Agent positions in the UK by telephony
end-point, 2005 -- 2010 18
Table 7: Agent positions in the UK by
technology location, 2005 -- 2010 20
Table 8: UK contact center technology
spending by application, 2005 - 2010 22
Table 9: UK contact center
technology spending by vertical, 2005 -- 2010 24
Table 10: UK contact
center technology spending by size-band, 2005 - 2010 26
Table 11: UK
contact center Inbound hardware technology spending by vertical, 2005 - 2010
28
Table 12: UK contact center Inbound hardware technology spending by
size-band, 2005 - 2010 30
Table 13: UK contact center Non-switch software
technology spending by vertical market, 2005 - 2010 32
Table 14: UK
contact center Non-switch software technology spending by size-band, 2005 -
2010 34
Table 15: UK contact center Outbound technology spending by
vertical market, 2005 - 2010 36
Table 16: UK contact center Outbound
technology spending by size-band, 2005 - 2010 38
Table 17: UK contact
center Quality Monitoring technology spending by vertical market 2005 -- 2010
40
Table 18: UK contact center Quality Monitoring technology spending by
size-band, 2005 - 2010 42
Table 19: UK contact center Switch-dependent
software technology spending by vertical market, 2005 & 2010 44
Table 20:
UK contact center Switch-dependent software technology spending by size-band,
2005 - 2010 46
Table 21: Contact center Switch-independent software
technology spending in Russia by vertical market, 2005 - 2010 48
Table 22:
Contact center Switch-independent software technology spending in the UK by
size-band, 2005 - 2010 50
