Marktanalyse - 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 various areas including inbound hardware & outbound hardware and software

*The market numbers are for the sale of contact center software and proprietary hardware and include both license and maintenance fees

Highlights

A major proportion of spending by contact centers in India, was on switch-dependent software in 2007 and is expected to grow at a CAGR of 9.2% over the period 2008-2013.

The total number of contact centers in India is expected to grow at a compound annual growth rate (CAGR) of 11.6% between 2008 and 2013.

Reasons to Purchase

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

*Recognize the spending patterns on core technologies and understand the impact of economic conditions on spending

*Provides graphical depictions of the changing trends as well the raw data in table format

TABLE OF CONTENTS

OVERVIEW 1

Catalyst 1

Summary 1

INTRODUCTION 5

Reasons to Purchase 5

CONTACT CENTERS IN INDIA 7

Contact center by sizeband 7

Contact center spending by technology 9

Technology spending by sizeband 12

Technology spending by vertical 19

AGENT POSITIONS IN INDIA 21

Agent positions by sizeband 21

Agent position by vertical 23

Agent position by telephony endpoint and location to 2013 25

APPENDIX 28

Methodology 28

Further reading 28

How to contact experts in your industry 28

Disclaimer 29



LIST OF FIGURES

Figure 1: Contact centers by sizeband in India, 2007—13 (%) 7

Figure 2: Contact centers market in India, spending by technology, 2007—13 ($m) 9

Figure 3: Contact centers market in India, spending by technology, 2007 (%) 11

Figure 4: Contact centers market in India, spending on technology by sizeband, 2007—13 (%) 12

Figure 5: Contact centers market in India, spending on technology by vertical, 2007—13 (%) 19

Figure 6: Agent positions in India, 2007—13 (000s) 21

Figure 7: Agent position by vertical in India, 2007—13 (%) 23

Figure 8: Agent position by telephony endpoint in India, 2007—13 (%) 25

Figure 9: Agent position by technology location in India, 2007—13 (%) 27



LIST OF TABLES

Table 1: Contact centers by sizeband in India, 2007—13 8

Table 2: Contact centers market in India, spending by technology, 2007—13 ($m) 10

Table 3: Contact centers market in India, spending on technology by sizeband, 2007—13 ($m) 13

Table 4: Spending on inbound hardware technology by sizeband in India, 2007—13 ($m) 14

Table 5: Spending on inbound non-switch software technology within contact centers by sizeband in India, 2007—13 ($m) 15

Table 6: Spending on outbound technology within contact centers by sizeband in India, 2007—13 ($m) 16

Table 7: Spending on switch-dependent software technology within contact centers by sizeband in India, 2007—13 ($m) 17

Table 8: Spending on switch-independent software technology within contact centers by sizeband in India, 2007—13 ($m) 18

Table 9: Contact centers market in India, spending on technology by vertical, 2007—13 ($m) 20

Table 10: Agent positions in India, 2007—13 (000s) 22

Table 11: Agent position by vertical in India, 2007—13 (000s) 24

Table 12: Agent position by telephony endpoint in India, 2007—13 (000s) 26

Table 13: Agent position by technology location in India, 2007—13 (000s) 27

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