Analyze Contact Center eLearning Technology Spending in North America by Vertical Market 2004 - 2009.DUBLIN, Ireland -- Research and Markets (http://www.researchandmarkets.com/reports/c41031) has announced the addition of Datamonitors' "Contact Centers in North America North America, third largest continent (1990 est. pop. 365,000,000), c.9,400,000 sq mi (24,346,000 sq km), the northern of the two continents of the Western Hemisphere. (Databook)" to their offering. 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 of this title: -- All market forecasts are from 2004 to 2009 inclusive. -- All agent position and technology spending data is segmented by size-band and vertical market. -- Spending data for inbound in·bound 1 adj. Bound inward; incoming: inbound commuter traffic. Adj. 1. inbound routing hardware and software, outbound out·bound adj. Outward bound; headed away: outbound trains. Adj. 1. outbound - that is going out or leaving; "the departing train"; "an outward journey"; "outward-bound ships" , workforce management Workforce Management (WFM) encompasses all the responsibilities for maintaining a productive and happy workforce. Sometimes referred to as HRMS systems, or even the larger ERP systems (Oracle, PeopleSoft, SAP). There are many software vendors within this space. , quality monitoring, agent analytics and eLearning. Highlights of this title: Overall domestic agent position growth is slowing or declining in North America and Western Europe Western Europe The countries of western Europe, especially those that are allied with the United States and Canada in the North Atlantic Treaty Organization (established 1949 and usually known as NATO). . Technology and business changes - including IP telephony The two-way transmission of voice over a packet-switched IP network, which is part of the TCP/IP protocol suite. The terms "IP telephony" and "voice over IP" (VoIP) are synonymous. , virtualization An umbrella term for enhancing a computer's ability to do work. Following are the ways virtualization is used. Hardware Virtualization Partitioning the computer's memory into separate and isolated "virtual machines" simulates multiple machines within one physical computer. , managed and hosted services, workforce optimization technologies, SME (1) (Small and Medium-sized Enterprise) See SMB. (2) (Subject Matter Expert) An individual who is well-versed in the policies and procedures of a particular department or division. 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 order your copy: -- 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. Key Topics Covered Include: --Agent positions --Contact Centers and Agent Positions in North America --In-house and Outsourced Agent Positions in North America --Agent positions in North America by vertical market --Agent positions in North America by size-band --Agent positions in North America by telephony end-point --Agent positions in North America by technology location --Technology spending --Inbound contact center hardware routing technology spending --Inbound contact center software routing technology spending --Outbound contact center technology spending --Contact center agent analytics technology spending For more information visit http://www.researchandmarkets.com/reports/c41031 Source: Datamonitor |
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