Contact Centre Markets across EMEA are in Decline or Slowing.DUBLIN, Ireland -- Research and Markets (http://www.researchandmarkets.com/reports/c44063) has announced the addition of Datamonitor's new report: Contact centres in EMEA (Europe, Middle East, Africa) Refers to that region of the world. For example, one might see products packaged differently for the UK, EMEA and Asia Pacific markets. (Databook) to their offering. The databook is a detailed information resource covering current and forecast contact centre 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 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. 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 optimization Field of applied mathematics whose principles and methods are used to solve quantitative problems in disciplines including physics, biology, engineering, and economics. 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 centre growth patterns. -Understand evolving contact centre technology investment and adoption. -Identify the fastest growing vertical markets for contact centre technology and services. Chapter 1 Introduction What is this report about? Catalyst Methodology Definitions Chapter 2 Agent positions Contact Centres and Agent Positions in EMEA In-house and Outsourced Agent Positions in EMEA Agent positions in EMEA by vertical market Agent positions in EMEA by size-band Agent positions in EMEA by telephony Meaning "sound over distance," it refers to electronically transmitting the human voice. In the beginning, telephony dealt only with analog signals in the circuit-switched networks of the telephone companies. end-point Agent positions in EMEA by technology location Chapter 3 Technology spending EMEA contact centre Technology spending by application EMEA contact centre Technology spending by vertical EMEA contact centre Technology spending by size-band Chapter 4 Inbound contact centre hardware routing technology spending EMEA Inbound contact centre hardware routing Technology spending by vertical EMEA Inbound contact centre hardware routing Technology spending by size-band Chapter 5 Inbound contact centre software routing technology spending EMEA Inbound contact centre software routing Technology spending by vertical EMEA Inbound contact centre software routing Technology spending by size-band Chapter 6 Outbound contact centre technology spending EMEA Outbound contact centre Technology spending by vertical EMEA Outbound contact centre Technology spending by size-band Chapter 7 Contact centre agent analytics technology spending EMEA Contact centre agent analytics Technology spending by vertical EMEA Contact centre agent analytics Technology spending by size-band Chapter 8 Contact centre elearning technology spending EMEA Contact centre eLearning Technology spending by vertical EMEA Contact centre eLearning Technology spending by size-band Chapter 9 Contact centre quality monitoring technology spending EMEA Contact centre Quality Monitoring Technology spending by vertical EMEA Contact centre Quality Monitoring Technology spending by size-band Chapter 10 Contact centre workforce management technology spending EMEA Contact centre Workforce Management Technology spending by vertical EMEA Contact centre Workforce Management Technology spending by size-band Chapter 11 Appendix Further reading Ask the analyst List of Tables List of Figures For more information visit http://www.researchandmarkets.com/reports/c44063 Source: Datamonitor |
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