Call Center / Contact Center

Global Customer Relationship Management (CRM) in Contact Center Software Market 2008-2012

Customer Relationship Management (CRM) Contact Center application manages customer contacts, across all the touch points.
CRM software addresses the needs of marketing, sales & distribution, customer service & support divisions within an organization. It shares data among users about prospects, customers, partners, competitors, and employees. The purpose of CRM software is to manage the customers through the entire life-cyc... mehr

2009 Business Trends: consumer preferences in contact center interactions

Consumers still interact with enterprises through traditional means. The voice channel and email remain the most common ways consumers interact with enterprises. Journeying to a branch’s physical location is still common. However, web self-service and short message service (SMS) are gaining popularity.
Speaking with live agents is by far the most popular way consumers choose to interact with the enterprise. When deciding how enterp... mehr

2009 Business Trends: multichannel strategies in the contact center

This business trends study is part of Ovum Enterprise’s Customer Interaction Technologies research. A survey was taken, asking 200 contact center managers about their IT budgets, investment plans, and channel priorities.
The study is broken down into five sections. Each section is summarized at the beginning before being shown graphically. The report includes segmentation by region and vertical.


? Section 1 —... mehr

Profiting From Onshore Contact Center Outsourcing During the Recovery (Strategic Focus)

Introduction

The onshore contact center outsourcing sector has evolved considerably since the beginning of the recession. This report will analyze trends in major western markets, and will provide insight into the competitive challenges facing outsourcing vendors aiming to provide domestic delivery of services.

Scope

*An overview of what has made onshore outsourcing a more financially viable model over t... mehr

Green technologies in the contact center come of age

Consumers and enterprises alike suffer from ‘green fatigue’ — an ennui born from too much hype and too little substance around green technology. But as green technology becomes more synonymous with cost-saving technology, enterprises have begun to warm to the idea. Contact centers, in particular, have begun to explore the homeshoring or work-at-home agent model, a model with many green benefits. Longer term, new technologies and n... mehr

2009 Top Multilingual/Bilingual Call and Contact Center Outsourcing Vendors, Black Book Survey 2009 Results

In 2009, the Black Book CCO industry user survey investigated over 170 contracts held by 455 of the top spending clients globally in the outsourcing market place.
In order to rank the organizations, 18 key performance indicators (KPIs) or criteria are employed, scored on each respective vendor by client type and ranked on a 0—10 scale per KPI.
Key findings
Key finding: most important customer satisfaction KPIs
... mehr

2009 Top Banking, Financial Services and Credit Card Call and Contact Center Outsourcing Vendors, Black Book Survey 2009 Results

In 2009, the Black Book CCO user survey investigated over 400 contracts held by 1,300 of the top spending clients in the global banking, credit card and financial services industry.
In order to rank the organizations, 18 key performance indicators (KPIs) or criteria are employed, scored on each respective vendor by client type and ranked on a 0—10 scale per KPI.
Key findings
Key finding: most important customer sati... mehr

2009 Top Non-Profit, Foundations and Charitable Call and Contact Center Outsourcing Vendors, Black Book Survey 2009 Results

In 2009, the Black Book CCO industry user survey investigated over 100 contracts held by 405 of the top non-profit, charitable organizations and related agency spending clients globally in the outsourcing market place. There were 48 CCOs offering specific non-profit/charitable services that qualified for side-by-side competitive analysis in this report.
In order to rank the organizations, 18 key performance indicators (KPIs) or cri... mehr

2009 Top Internet Services, Media and Entertainment Call and Contact Center Outsourcing Vendors, Black Book Survey 2009 Results

In 2009, the Black Book CCO industry user survey investigated over 130 contracts held by 560 of the top spending clients globally in the outsourcing market place by internet, media and entertainment organizations. 63 CCOs offering services specific to this industry qualified for side-by-side competitive analysis in this report.
In order to rank the organizations, 18 key performance indicators (KPIs) or criteria are employed, scored... mehr

Outsourced Home Agents: Virtual Contact Center Hype Gets Reality Check (Strategic Focus)

Introduction

The use of home agents by contact center outsourcing vendors has increased rapidly in the last few years. Datamonitor examines whether the model has the potential to become widely adopted.

Scope

*This report examines the rise of the use of home agents in the contact center outsourcing industry, on a global basis.

*It includes estimates on the number of home agents deployed, and a ... mehr

Understanding the TCO of SaaS CRM and KM in the contact centre

This report looks at the current trends in the hosted contact centre customer relationship management (CRM) and knowledge management (KM) markets, and the effects on enterprise balance sheets of software-as-a-service (SaaS) versus on-premises solutions. It also presents a matrix of the leading global CRM vendors, which offers a valuable insight into the strengths of various hosted vendors’ CRM solutions.... mehr

Business Trends 2009 - Knowing Your Contact Center Outsourcing Customer (Customer Focus)

Introduction

A Datamonitor end-user survey analyzing trends in contact center outsourcing procurement through 2009

Scope

*Trends in current contact center operations and CRM budgets

*Contact center managers' views on strategic issues including their willingness to outsource operations and preferred pricing models

*In addition, this survey contains contact center managers' views on o... mehr

Decision Matrix: Selecting a Contact Center Analytics Vendor (Competitor Focus)

Introduction

The Contact Center Analytics Decision Matrix outlines the competitive dynamics within the market and guides IT decision makers to select a vendor based on its product strength, reputation among customers, and impact in the market. Datamonitor provides a holistic view of vendor capabilities and recommends those you should explore, consider and, most importantly, shortlist.

Scope

*Provides an ... mehr

Contact Center Outsourcing in Argentina - An alternative for Spanish-speaking markets? (Analyst Brief)

Introduction

A Datamonitor analyst brief, providing insight into the Argentine contact center outsourcing sector, with an emphasis on offshore delivery potential.

Scope

*An overview of Argentina's outsourced contact center market

*Competitive factors and issues associated with outsourced contact center delivery in Argentina

*Offshore opportunities for contact center outsourcers base... mehr

Routing 2.0: CEBP and BPR Beyond the Contact Center (Strategic Focus)

Introduction

With the growth in IP, enterprises will be able to leverage business process routing and unified communications to manage customer interactions across the contact center and back office environments. The combination of workflows and intelligent routing in an IP environment potentially can enable contact centers to improve productivity, profitability and cost reduction.

Scope

*Covers emerging... mehr

Contact Center Outsourcing in Argentina - An alternative for Spanish-speaking markets? (Analyst Brief)

Introduction

A Datamonitor analyst brief, providing insight into the Argentine contact center outsourcing sector, with an emphasis on offshore delivery potential.

Scope

*An overview of Argentina's outsourced contact center market

*Competitive factors and issues associated with outsourced contact center delivery in Argentina

*Offshore opportunities for contact center outsourcers base... mehr

Routing 2.0: CEBP and BPR Beyond the Contact Center (Strategic Focus)

Introduction

With the growth in IP, enterprises will be able to leverage business process routing and unified communications to manage customer interactions across the contact center and back office environments. The combination of workflows and intelligent routing in an IP environment potentially can enable contact centers to improve productivity, profitability and cost reduction.

Scope

*Covers emerging... mehr

Market Share Insight: The Contact Center Universe 2008

This Executive Presentation provides the reader with a concise, in-depth and comprehensive view of Datamonitor's contact center market share analysis.

Scope
Datamonitor conducted market research with a number of contact center vendors, some of whom are included in this analysis.
Shipment data, revenue estimations and market penetration were obtained and modeled against Datamonitor's own aggregate data (IMTC0289); mehr

The Recession in Vertical Perspective: North American and European Contact Centers (Strategic Focus)

Introduction

This report examines the market for contact center technologies in North American and European countries. It delves into major verticals and penetration opportunities in each country. Additionally, the report defines key technologies and presents a higher-level view of enterprise trends and drivers.

Scope

*Overall enterprise goals have trended towards customer retention and cost-cutting;
mehr

Contact Centre Markets and Technologies Forecast in India to 2013

Introduction

This databook provides an insight into spending into core contact center technologies in India. It forecasts contact center spending by technology, size band, and vertical market from 2008 to 2013.

Scope

*This databook sizes the market for contact center agent positions, as well as contact center locations in India

*The databook sizes contact center technology spending in India in... mehr

Global delivery locations - Focus on Egypt (Analyst Insight)

Introduction

Egypt's outsourcing capabilities have grown rapidly in recent years, especially in the contact center market. Datamonitor assesses the pros and cons of including Egypt in a global sourcing strategy

Scope

*This report looks at the costs, language capabilities, education and infrastructure of Egypt

*It also reports on the services available and the captives and third parties current... mehr

Deriving Long-Term Value From Mexican Contact Center Outsourcing (Analyst Insight)

Introduction

An overview of the Mexican contact center outsourcing sector, and the value that can be derived by using that country as a delivery location

Scope

*An overview of Mexico's domestic outsourced contact center market, in terms of long term revenue potential

*A discussion of the benefits that can be derived from Mexico as a contact center outsourcing delivery location for US end-users... mehr

Managing outsourced contact center functions during the economic slowdown (Strategic Focus)

Introduction

A strategic blueprint designed to help outsourced contact center players navigate their horizontal function mix through the current recessionary period.

Scope

*A description of current market trends related to the delivery of customer service, marketing & sales, technical support and debt collection

*Strategic recommendations on how outsourcers can best deliver different conta... mehr

Contact Centre Markets and Technologies Forecast in Argentina to 2013

Introduction

This databook provides an insight into spending into core contact center technologies in Argentina. It forecasts contact center spending by technology, size band, and vertical market from 2008 to 2013.

Scope

*This databook sizes the market for contact center agent positions, as well as contact center locations in Argentina

*The databook sizes contact center technology spending in ... mehr

Contact Centre Markets and Technologies Forecast in Australia, New Zealand to 2013

Introduction

This databook provides an insight into spending into core contact center technologies in Australia/New Zealand. It forecasts contact center spending by technology, size band, and vertical market from 2008 to 2013.

Scope

*This databook sizes the market for contact center agent positions, as well as contact center locations in Australia/New Zealand

*The databook sizes contact center... mehr

Contact Centre Markets and Technologies Forecast in Benelux to 2013

Introduction

This databook provides an insight into spending into core contact center technologies in Benelux. It forecasts contact center spending by technology, size band, and vertical market from 2008 to 2013.

Scope

*This databook sizes the market for contact center agent positions, as well as contact center locations in Benelux

*The databook sizes contact center technology spending in Bene... mehr

Contact Centre Markets and Technologies Forecast in Brazil to 2013

Introduction

This databook provides an insight into spending into core contact center technologies in Brazil. It forecasts contact center spending by technology, size band, and vertical market from 2008 to 2013.

Scope

*This databook sizes the market for contact center agent positions, as well as contact center locations in Brazil

*The databook sizes contact center technology spending in Brazil... mehr

Contact Centre Markets and Technologies Forecast in Canada to 2013

Introduction

This databook provides an insight into spending into core contact center technologies in Canada. It forecasts contact center spending by technology, size band, and vertical market from 2008 to 2013.

Scope

*This databook sizes the market for contact center agent positions, as well as contact center locations in Canada

*The databook sizes contact center technology spending in Canada... mehr

Contact Centre Markets and Technologies Forecast in China to 2013

Introduction

This databook provides an insight into spending into core contact center technologies in China. It forecasts contact center spending by technology, size band, and vertical market from 2008 to 2013.

Scope

*This databook sizes the market for contact center agent positions, as well as contact center locations in China

*The databook sizes contact center technology spending in China in... mehr

Contact Centre Markets and Technologies Forecast in France to 2013

Introduction

This databook provides an insight into spending into core contact center technologies in France. It forecasts contact center spending by technology, size band, and vertical market from 2008 to 2013.

Scope

*This databook sizes the market for contact center agent positions, as well as contact center locations in France

*The databook sizes contact center technology spending in France... mehr

Contact Centre Markets and Technologies Forecast in Germany to 2013

Introduction

This databook provides an insight into spending into core contact center technologies in Germany. It forecasts contact center spending by technology, size band, and vertical market from 2008 to 2013.

Scope

*This databook sizes the market for contact center agent positions, as well as contact center locations in Germany

*The databook sizes contact center technology spending in Germ... mehr

Contact Centre Markets and Technologies Forecast in Italy to 2013

Introduction

This databook provides an insight into spending into core contact center technologies in Italy. It forecasts contact center spending by technology, size band, and vertical market from 2008 to 2013.

Scope

*This databook sizes the market for contact center agent positions, as well as contact center locations in Italy

*The databook sizes contact center technology spending in Italy in... mehr

Contact Centre Markets and Technologies Forecast in Japan to 2013

Introduction

This databook provides an insight into spending into core contact center technologies in Japan. It forecasts contact center spending by technology, size band, and vertical market from 2008 to 2013.

Scope

*This databook sizes the market for contact center agent positions, as well as contact center locations in Japan

*The databook sizes contact center technology spending in Japan in... mehr

Contact Centre Markets and Technologies Forecast in Mexico to 2013

Introduction

This databook provides an insight into spending into core contact center technologies in Mexico. It forecasts contact center spending by technology, size band, and vertical market from 2008 to 2013.

Scope

*This databook sizes the market for contact center agent positions, as well as contact center locations in Mexico

*The databook sizes contact center technology spending in Mexico... mehr

Contact Centre Markets and Technologies Forecast in Nordics to 2013

Introduction

This databook provides an insight into spending into core contact center technologies in Nordics. It forecasts contact center spending by technology, size band, and vertical market from 2008 to 2013.

Scope

*This databook sizes the market for contact center agent positions, as well as contact center locations in Nordics

*The databook sizes contact center technology spending in Nord... mehr

Contact Centre Markets and Technologies Forecast in Russia to 2013

Introduction

This databook provides an insight into spending into core contact center technologies in Russia. It forecasts contact center spending by technology, size band, and vertical market from 2008 to 2013.

Scope

*This databook sizes the market for contact center agent positions, as well as contact center locations in Russia

*The databook sizes contact center technology spending in Russia... mehr

Contact Centre Markets and Technologies Forecast in Spain to 2013

Introduction

This databook provides an insight into spending into core contact center technologies in Spain . It forecasts contact center spending by technology, size band, and vertical market from 2008 to 2013.

Scope

*This databook sizes the market for contact center agent positions, as well as contact center locations in Spain

*The databook sizes contact center technology spending in Spain ... mehr

Contact Centre Markets and Technologies Forecast in the UK to 2013

Introduction

This databook provides an insight into spending into core contact center technologies in the UK. It forecasts contact center spending by technology, size band, and vertical market from 2008 to 2013.

Scope

*This databook sizes the market for contact center agent positions, as well as contact center locations in the UK

*The databook sizes contact center technology spending in the UK... mehr

Contact Centre Markets and Technologies Forecast in the US to 2013

Introduction

This databook provides an insight into spending into core contact center technologies in the US. It forecasts contact center spending by technology, size band, and vertical market from 2008 to 2013.

Scope

*This databook sizes the market for contact center agent positions, as well as contact center locations in the US

*The databook sizes contact center technology spending in the US... mehr

Decision Matrix: Selecting an IP Contact Center Vendor (Competitor Focus)

Introduction

Due to demand for a better understanding of the competitive landscape in the IP contact center (IPCC) market, Datamonitor has developed the IP Contact Center Decision Matrix. This report explores the competitive dynamics in the IPCC sphere and helps businesses select a vendor based on its technology strength, reputation among customers, and impact in the market.

Scope

*This report provides a... mehr

2009 Trends to Watch: Contact Center Outsourcing & Services

Introduction

An overview of key business issues facing outsourced contact centers in 2009, in addition to competitive strategies that may help vendors retain and win clients.

Scope

*An overview of the key issues identified by Datamonitor in the contact center outsourcing sector through 2009

*Competitive strategies that can help contact center vendors overcome aspects of the current economic cr... mehr

2009 Trends to Watch: Contact Center Markets and Technologies

Introduction

Technology markets are changing fast. In this piece, Datamonitor's analyst specializing in Contact Center Markets and Technologies will outline the changes in your market, explain which trends will have the biggest impact, and highlight who will benefit from the fast-paced developments in contact center technology.

Scope

*A year's worth of briefings with contact center technology and service... mehr

2009 Trends to Watch: Voice and Video Business

Introduction

Technology markets are changing fast. This brief is essential reading for you to identify and track the key forces shaping the prospects for your business. In this piece, Datamonitor's analyst specializing in voice and video business will outline the changes in your market and explain which trends will have the biggest impact in 2009.

Scope

*An overview of key trends occurring in the voice b... mehr

Contact center outsourcing & services interactive model - 2008 (Market Model)

Introduction

This interactive model allows users to access multiple data points associated with the contact center outsourcing sector, including market sizes, vertical splits, horizontal functions and onshore / offshore breakouts.

Reasons to Purchase

*Understand the current size of major outsourced contact center markets globally

*Learn about how the outsourced contact center space will grow b... mehr

The Hosted Equation for Contact Centers in Financial Services and Retail (Strategic Focus)

Introduction

Hosted contact centers have long promised enterprises lower costs and quicker deployments, but uptake has been slow. The current economic turmoil has put some new life into this old concept, particularly in some verticals hardest hit by the crisis such as retail and financial services.

Scope

*Industry primary research (interviews with on-premise and hosted contact center technology providers... mehr

Decision Matrix: Selecting a Workforce Optimization Vendor (Competitor Focus)

Introduction

Due to demand from enterprises which want to invest in Workforce Optimization (WOTs) solutions, Datamonitor has developed the Workforce Optimization Decision Matrix. This report explores the competitive dynamics within the WOTs market and helps businesses select a vendor based on its technology strength, reputation among customers, and impact in the market.

Scope

*Provides an overview of the... mehr

Contact Center Markets and Technologies, 2008-2013 (Interactive Model)

Introduction

This report is the result of Datamonitor's annual contact center markets and technologies mega-model. The model provides insight into spending on core contact center technologies by region, technology and sizeband.

Reasons to Purchase

*Understand the growth in agent positions and contact centers globally through 2013, with a focus on vertical markets and size of contact center.

*R... mehr

CRM in the Contact Center and the Emergence of the Unified Agent Desktop (Strategic Focus)

Introduction

Customer service and support solutions are being developed with the user interface and customer experience in mind. Vendors are offering unified desktop solutions, which integrate multiple systems and applications into one application, providing a single point of access for all customer information.

Scope

*Analyses the key trends, drivers and inhibitors in the contact center CRM and unified ... mehr

Opportunities for CCOS Vendors in Business Process Outsourcing (Strategic Focus)

Introduction

Through the course of the last 12 to 18 months, many clients of BPO services have expressed the desire to amalgamate providers, in order to reduce contract overhead. At the same time the slowing economy makes diversification an imperative for vendors. This report will identify the challenges for contact center players, as well as strategies to market.

Scope

*Examines the potential global mar... mehr

Contact Center Investments in Developed Markets (Business Trends)

Introduction

This report is the result of Datamonitor's annual survey of 150 contact center managers in North America and Western Europe. Respondents were from within the communications, financial services, retail and travel & transport industries. The report provides insight into enterprises' plans for investment in a number of key contact center switch, workstation, self-service and emerging technologies.

Sc... mehr

Opportunities for CCOS Vendors in Business Process Outsourcing (Strategic Focus)

Introduction

Through the course of the last 12 to 18 months, many clients of BPO services have expressed the desire to amalgamate providers, in order to reduce contract overhead. At the same time the slowing economy makes diversification an imperative for vendors. This report will identify the challenges for contact center players, as well as strategies to market.

Scope

*Examines the potential global mar... mehr

Contact Center Investments in Developed Markets (Business Trends)

Introduction

This report is the result of Datamonitor's annual survey of 150 contact center managers in North America and Western Europe. Respondents were from within the communications, financial services, retail and travel & transport industries. The report provides insight into enterprises' plans for investment in a number of key contact center switch, workstation, self-service and emerging technologies.

Sc... mehr

Contact Center Investments in Developed Markets (Business Trends)

Introduction

This report is the result of Datamonitor's annual survey of 150 contact center managers in North America and Western Europe. Respondents were from within the communications, financial services, retail and travel & transport industries. The report provides insight into enterprises' plans for investment in a number of key contact center switch, workstation, self-service and emerging technologies.

Sc... mehr

Hosted Contact Center (Strategic Focus)

Introduction

For the past 10 years the primary motivation to purchase hosted contact centers has been to reduce cost. But if growth is to continue, then vendors must look beyond cost as a marketing message. Vendors need to shift their marketing campaigns to address business processes.

Scope

Market Opportunity: Hosted contact centers play a strategic role in an organization Technology Evolution: Many tech... mehr