Studie - 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 offshore delivery location preference, self-service deployments and home agents

Highlights

After reasonable growth in 2007 / 2008, CRM budgets in 2009 and beyond are expected to remain flat, at best

The percentage of respondents indicating the use of outsourced agent positions in this year's survey was relatively small. However, this points to potential opportunities of vendors of third-party contact center services.

There was some interest in offshoring contact center services among respondents, however responses were mixed around preferred delivery locations

Reasons to Purchase

*Understand key outsourcing procurement trends among contact center managers in North America, Europe and Australia / New Zealand

*Learn about the evolution of CRM budgets, and preferences for outsourcing pricing models

*Develop insight around contact center managers' preferences for offshoring, home agents and speech self-service

Executive Summary



Scope of Research



Sample Size and Segmentation



Trends in Contact Center Operations



Business & IT Spending Priorities



Contact Center Outsourcing Priorities - 2009



Related Datamonitor Research



Appendix

• Global Customer Relationship Management (CRM) in Contact Center Software Market 2008-2012
• 2009 Business Trends: consumer preferences in contact center interactions
• 2009 Business Trends: multichannel strategies in the contact center
• Profiting From Onshore Contact Center Outsourcing During the Recovery (Strategic Focus)
• Green technologies in the contact center come of age
• Profiting From Onshore Contact Center Outsourcing During the Recovery (Strategic Focus)
• 2009 Top Multilingual/Bilingual Call and Contact Center Outsourcing Vendors, Black Book Survey 2009 Results
• 2009 Top Banking, Financial Services and Credit Card Call and Contact Center Outsourcing Vendors, Black Book Survey 2009 Results
• 2009 Top Non-Profit, Foundations and Charitable Call and Contact Center Outsourcing Vendors, Black Book Survey 2009 Results
• 2009 Top Internet Services, Media and Entertainment Call and Contact Center Outsourcing Vendors, Black Book Survey 2009 Results
• Outsourced Home Agents: Virtual Contact Center Hype Gets Reality Check (Strategic Focus)
• Understanding the TCO of SaaS CRM and KM in the contact centre
• Decision Matrix: Selecting a Contact Center Analytics Vendor (Competitor Focus)
• Contact Center Outsourcing in Argentina - An alternative for Spanish-speaking markets? (Analyst Brief)
• Routing 2.0: CEBP and BPR Beyond the Contact Center (Strategic Focus)
• Contact Center Outsourcing in Argentina - An alternative for Spanish-speaking markets? (Analyst Brief)
• Routing 2.0: CEBP and BPR Beyond the Contact Center (Strategic Focus)
• Market Share Insight: The Contact Center Universe 2008
• The Recession in Vertical Perspective: North American and European Contact Centers (Strategic Focus)
• Contact Centre Markets and Technologies Forecast in India to 2013