Studie - 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);
Datamonitor has categorized its findings in the following areas: global market share, regional market share and technology splits
Highlights
Shifts in market share are occurring as competition intensifies and developing markets increase investments in contact center infrastructure.

Reasons to Purchase
Gain insight into market share leaders for contact center solutions by region.
Identify market share leaders for outbound, inbound hardware and inbound software on a global basis.

#NV

• 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
• 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
• Business Trends 2009 - Knowing Your Contact Center Outsourcing Customer (Customer Focus)
• 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)
• The Recession in Vertical Perspective: North American and European Contact Centers (Strategic Focus)
• Contact Centre Markets and Technologies Forecast in India to 2013
• Global delivery locations - Focus on Egypt (Analyst Insight)