International Research Reports Available for Purchase
Datamonitor Reports
Introduction
An overview of key business issues facing outsourced contact centers in 2009, in addition to competitive strategies that may help vendors retain and win clients.
Scope
*An overview of the key issues identified by Datamonitor in the contact center outsourcing sector through 2009
*Competitive strategies that can help contact center vendors overcome aspects of the current economic crisis, as well as broaden their base of revenues
*An analysis of how Datamonitor sees the outsourced contact center space changing over the long term.
Highlights
Price sensitivity will be a major challenge for outsourced contact center providers in the coming 12 months, with clients looking for cheaper rates and high service quality levels.
Onshore contact center deployments could gain traction, due to both political considerations, as well as lower input prices in western markets.
New business models and emerging functional areas could help contact center outsourcers broaden revenue bases, and shield business levels through commercial diversification.
Reasons to Purchase
*Learn about how Datamonitor views the outsourced contact center market through the coming 12 months
*Understand what vendors in this sector need to do in order to remain commercially viable
*Develop a sense of what could limit growth in contact center outsourcing, relative to commercially viable long term business strategies
Report Code: BFTC2184
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Introduction
This interactive model allows users to access multiple data points associated with the contact center outsourcing sector, including market sizes, vertical splits, horizontal functions and onshore / offshore breakouts.
Reasons to Purchase
*Understand the current size of major outsourced contact center markets globally
*Learn about how the outsourced contact center space will grow between 2007 and 2013
*Identify key vertical, horizontal and offshore market hotspots in the coming years
Report Code: IMTC0283
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Introduction
Customer service and support solutions are being developed with the user interface and customer experience in mind. Vendors are offering unified desktop solutions, which integrate multiple systems and applications into one application, providing a single point of access for all customer information.
Scope
*Analyses the key trends, drivers and inhibitors in the contact center CRM and unified agent desktop market.
*Provides market spending forecast for premise-based CRM, hosted CRM and unified agent desktop applications from 2007 - 2013.
*Assesses the leading CRM and unified agent desktop solution vendors.
*Discusses the future trends and provides recommendations for vendors.
Highlights
Enterprises are changing their contact center strategies. Previously, they were focused on cost cutting and making contact center operations more efficient. After an increasing need for compliance and the tightening economy, enterprises are placing more importance on customer retention and providing better service.
Enterprises are continuing to invest in CRM solutions in the contact center and are upgrading old customer service solutions to gain new features and unified desktop capabilities. The hosted deployment model is gaining traction, as enterprises realize the benefits of faster deployment and lower capex.
Monitoring agent and customer behavior is an increasing focus for enterprises as they try to better understand their customers. There is a large amount of historical data available and enterprises are beginning to use this with customer analytics to provide real-time feeds to agents about how to respond to customers.
Reasons to Purchase
*Understand significant trends in the contact center CRM and unified agent desktop market in order to plan your go-to-market strategy.
*Learn about the key industries where CRM is being deployed and discover customers' pain points and motivations for investment.
*Gain insight into the global market size and discover Datamonitor's predictions for revenue growth for hosted and premise-based CRM.
Report Code: DMTC2207
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Introduction
This report is the result of Datamonitor's annual contact center markets and technologies mega-model. The model provides insight into spending on core contact center technologies by region, technology and sizeband.
Reasons to Purchase
*Understand the growth in agent positions and contact centers globally through 2013, with a focus on vertical markets and size of contact center.
*Recognize the spending patterns on core technologies and understand the impact of global economic conditions on spending.
Report Code: IMTC0289
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Introduction
Due to demand from enterprises which want to invest in Workforce Optimization (WOTs) solutions, Datamonitor has developed the Workforce Optimization Decision Matrix. This report explores the competitive dynamics within the WOTs market and helps businesses select a vendor based on its technology strength, reputation among customers, and impact in the market.
Scope
*Provides an overview of the most important trends affecting the Workforce Optimization market and influencing its competitive dynamics.
*Delivers an overall comparison of Workforce Optimization vendors in terms of their technology, user sentiment and market impact.
*Presents a detailed view of each vendor's WOTs offering and capabilities, as well as providing advice on the suitability of these offerings.
*Vendors covered include: Aspect, Envision, eTalk, NICE, Verint and VPI
Highlights
On the whole, the contact center technology industry is moving towards more business process oriented solutions as opposed to technology products. The rapidly growing WOTs market has transformed over the past two years to meet these demands as vendors have added analytics, business intelligence products and integrated suite solutions.
The reasons behind the market expansion are many, but there is a consensus that the primary motive by vendors is an attempt to enter the enterprise applications market and unlock the potential of the increasing volume of unstructured customer interaction data captured within the contact center and the enterprise (back office and branch locations).
Reasons to Purchase
*Gain detailed knowledge of Workforce Optimization vendors' strengths with regards to technology, user sentiment and market impact.
*Workforce Optimization vendors can benchmark their own performance in various key criteria against their competitors.
*Enterprise IT managers will gain valuable insight to improve their Workforce Optimization purchasing decisions.
Report Code: DMTC2241
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Introduction
Technology markets are changing fast. In this piece, Datamonitor's analyst specializing in Contact Center Markets and Technologies will outline the changes in your market, explain which trends will have the biggest impact, and highlight who will benefit from the fast-paced developments in contact center technology.
Scope
*A year's worth of briefings with contact center technology and service providers, systems integrators and end users.
*Global perspective, including mature markets in North America and Europe, as well as emerging markets in Asia, Latin America and the Middle East.
Highlights
The economic turmoil that defined 2008 will continue to roil all the way through 2009. For those inside of enterprises in charge of customer interactions, this financial crisis will lead to a tight refocusing on near-term efficiencies.
The largely untapped mid-market will take on a much higher priorityproducts and channels will change to reflect this new target market.
In 2009, with a gloomy economic outlook hovering over the entire year, many companies will revert to a more conservative stance and will focus on retaining the customers they already have, and cross-selling and upselling to those customers when possible.
Reasons to Purchase
*Identify the trends that will drive purchasing in a slower contact center market.
*Target marketing towards messages that truly resonate with enterprises looking for belt-tightening efficiencies.
*Enhance penetration of the mid-market by understanding the needs of smaller enterprises.
Report Code: BFTC2238
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Introduction
Technology markets are changing fast. This brief is essential reading for you to identify and track the key forces shaping the prospects for your business. In this piece, Datamonitor's analyst specializing in voice and video business will outline the changes in your market and explain which trends will have the biggest impact in 2009.
Scope
*An overview of key trends occurring in the voice business market in 2009.
*Datamonitor's recommendations to vendors competing in the enterprise, and mobile search voice business markets.
Highlights
Customer retention and cost reduction are the top priorities for contact centers. As a result, investments in self-service solutions are less likely to be impacted by financial stress than investments in other contact center technologies.
Enterprises will try, where possible, to extend the life of legacy IVR platforms and continue to use existing DTMF applications. This will likely slow the growth of speech solutions in the enterprise.
Reasons to Purchase
*Learn about the top trends in enterprise and mobile speech in 2009.
*Understand how the IVVR and video conferencing markets will develop.
Report Code: BFTC2212
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Introduction
Hosted contact centers have long promised enterprises lower costs and quicker deployments, but uptake has been slow. The current economic turmoil has put some new life into this old concept, particularly in some verticals hardest hit by the crisis such as retail and financial services.
Scope
*Industry primary research (interviews with on-premise and hosted contact center technology providers, systems integrators and outsourcers)
*End-user survey (150 interviews conducted with contact center decision makers in the developed world)
*Covers hosted contact center trends in the financial services and retail industries
Highlights
Despite the broader economic conditions, the hosted contact center business is poised for healthy growth. But some industries that should be prime adopters have slowed their technology spending significantly. This report looks at two of those industries: financial services and retail.
Reasons to Purchase
*Understand the impact of the economy on the hosted contact center platform space.
*Gain insight into the adoption trends of this technology in the financial services and retails space.
Report Code: BFTC2253
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Introduction
A review of pricing in offshore and onshore pricing in contact center outsourcing.
Scope
Contact center outsourcing pricing across major offshore and onshore locations of choice.
Cost breakouts for each location, examining agent-related expenses as well as those related to telcos, property and other.
Highlights
Datamonitor estimates that human-resource related costs will account for the bulk of agent costs over the coming 12 months.
However, telco and technology costs will remain relatively stable, as more locations seek to deregulate communications.
Property will appreciate in sheer dollars, but as a proportion of agent cost will remain stable.
Reasons to Purchase
Understand the direction of contact center pricing across regional markets.
Learn about the cost breakouts that outsourcers must contend with in different geographies.
Find out what regions will remain the most stable and those that will see rapid escalation in prices.
Report Code: DMTC1990
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Introduction
Pricing and cost overview of the contact center outsourcing market in mature and emerging locations.
Scope
Contact center outsourcing pricing across major offshore and onshore locations of choice.
Cost breakouts for each location, examining agent-related expenses as well as those related to telcos, property and other.
Highlights
Datamonitor estimates that human-resource related costs will account for the bulk of agent costs over the coming 12 months.
However, telco and technology costs will remain relatively stable, as more locations seek to deregulate communications.
Property will appreciate in sheer dollars, but as a proportion of agent cost will remain stable.
Reasons to Purchase
Understand the direction of contact center pricing across regional markets.
Learn about the cost breakouts that outsourcers must contend with in different geographies.
Find out what regions will remain the most stable and those that will see rapid escalation in prices.
Report Code: DMTC1989
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Introduction
An interactive model providing insight into the prices and costs associated with offshore and onshore outsourced contact centers
Reasons to Purchase
Understand how contact center outsourcing prices compare between locations of choice
Learn how agent costs break out between different locations
Develop an understanding of wage rates in key outsourcing markets
Report Code: IMTC0078
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Introduction
Quarterly briefings provide our clients with access to information on our ongoing research programmes quickly and efficiently.
Scope
Quarterly briefings are presentations that update you on our market forecasts, competitive trends and changes in end-user needs
As a client of a Knowledge Center we offer you a conference call to discuss the content of each quarterly briefing
Please contact your account manager for details
Highlights
Quarterly briefings include: updates on end-user priorities and needs, analysis of changing competitive dynamics and market activity and insights into factors affecting ongoing market forecasts
Reasons to Purchase
To find out more about the service or to subscribe, please contact your account manager or email techleads@datamonitor.com
To find out more about the service or to subscribe, please contact your account manager or email techleads@datamonitor.com
Report Code: BFTC1474
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Introduction
Contact center outsourcing continues to evolve rapidly, and this business trends brief identifies the major trends that vendors and investors in this space need to know. It also provides an overview of all contact center outsourcing content Datamonitor intends to cover in 2007.
Scope
An overview of challenges facing the contact center outsourcing sector How Datamonitor will address these challenges in its research streams Datamonitor's take on the future of contact center outsourcing Broad strategies to help outsourcing vendors and investors to profit over the long term from these services
Highlights
Datamonitor feels that contact center outsourcing will face tremendous challenges with the emergence of late-adopting vertical markets The evolution of horizontal functions will also challenge contact center outsourcers, as more investors move toward one-stop-shops for multiple services Technology shifts will also be an area of concern for outsourcers, as end-users rapidly adopt new and sophisticated contact channels
Reasons to Purchase
Learn about the important strategic challenges facing contact center outsourcers in the coming 12 months Identify the right approaches to take when addressing vertical, horizontal and technology-based issues from the standpoint of outsourcing Understand Datamonitor's research steam can help outsourcers manage in the ever-changing business environment
Report Code: BFTC1613
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Introduction
This model will allow users to slice and dice global, regional and national market data related to contact center outsourcing. Key parameters include revenues, agent positions, total contact centers, demand by offshore location and vertical adoption.
Scope
Highlights
Reasons to Purchase
Contact center outsourcing market sizing for 34 countries, 10 vertical markets and 4 horizontal functions Total number of outsourced contact centers across 34 geographies Contact center outsourcing revenues split across countries
Report Code: IMTC0095
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Introduction
Contact center outsourcing has long been a tool used by many verticals in lowering overheads while at the same time increasing end-user satisfaction. This brief will provide insight into what investors are looking for in a partner and how outsourcers can profit over the long-term from these steady markets.
Scope
A comprehensive market size of mature vertical markets investing in contact center outsourcing An analysis of the pain points facing these verticals A description of what outsourcers need to do in order to win business from prospects in these verticals
Highlights
Mature vertical markets will continue to invest in contact center outsourcing through 2012 Financial services and telcos will remain the two largest single customers for these services Retail and technology investors will also augment their investment in contact center outsourcing, based on a number of commercial pain points
Reasons to Purchase
Learn about how to win business from mature vertical investors Understand the commercial pain points experienced by mature vertical markets Determine the market sizes associated with investment by mature verticals in contact center outsourcing
Report Code: BFTC1591
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Introduction
Contact center outsourcers are now faced with a multitude of new prospects from late-adopting verticals. This brief provides the insight needed to help outsourcers learn what new industrial clients are emerging and how best to service their unique and diverse needs.
Scope
A discussion of the market size for emerging verticals investing in contact center outsourcing An overview of the proportionate split among emerging verticals and their individual rates of adoption of contact center outsourcing The key business pain points facing emerging verticals looking at investing in contact center outsourcing Strategies outsourcing vendors can follow to win business from emerging verticals
Highlights
Emerging verticals are expected to continue their rapid adoption of contact center outsourcing services through 2012 The largest individual markets will be travel & hospitality, utilities and the public sector Success in each of these verticals will be dependent on tailoring specific strategies for individual verticals
Reasons to Purchase
Learn about the potential growth of emerging verticals in the space of contact center outsourcing Understand the main pain points being felt by emerging verticals Develop a knowledge of the best way for vendors to take advantage of these pain points when looking to emerging markets for revenue
Report Code: BFTC1595
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Introduction
This report analyzes vertical outsourcing trends from the standpoint of contact centers, and provides the reader with insight in how to profit from both emerging and mature segments. It also looks at regional variance and provides strategies on how to develop a global strategy designed for one or more verticals.
Scope
Overview of regional variances in contact center vertical outsourcing A discussion of mature vertical markets and their needs in contact center outsourcing A discussion of emerging vertical markets and their needs in contact center outsourcing A quantitative overview of the global and regional contact center outsourcing landscape from the standpoint of vertical investment
Highlights
The regional and global growth in vertical contact center outsourcing Market pain points being felt by players in emerging and mature verticals that can be captured by contact center outsourcers
Reasons to Purchase
Learn about how contact center outsourcing will shift in vertical adoption Understand the key strategies needed to win outsourcing business from niche industries Gain knowledge on the evolution of vertical-based contact center outsourcing
Report Code: DMTC2100
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Introduction
Regional outsourcing investment by vertical market is something that must be understood by any outsourcer. This brief will tease out the particularities associated with major regional markets by industry and will provide the insight necessary for outsourcers to understand how to develop the right vertical marketing mix as part of their global strategy.
Scope
Vertical contact center outsourcing trends in North America and target market opportunities Vertical contact center outsourcing trends in EMEA and target market opportunities Vertical contact center outsourcing trends in APAC and target market opportunities Vertical contact center outsourcing trends in CALA and target market opportunities
Highlights
The total size of mature and emerging vertical contact center outsourcing markets in each major geographic region A description of the vertical opportunities for outsourcing vendors in each region The projected shifts in vertical contact center investment through 2012
Reasons to Purchase
Learn about the evolution of contact center outsourcing by vertical market through 2012 Understand where commercial opportunities for contact center outsourcing by industry lie in each region Gain insight into the size of the vertical contact center outsourcing space as it stands in 2007 and its likely evolution
Report Code: BFTC1594
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Introduction
A concise PowerPoint presentation that outlines the key elements of theme 1 (vertical market investment in contact center outsourcing), and discusses the present and future trends of this industry.
Scope
Business updates are presentations that update you on our market forecasts, competitive trends and changes in end-user needs. Please contact your account manager for details.
Highlights
Business updates include: updates on end-user priorities and needs, analysis of changing competitive dynamics and market activity and insights into factors affecting ongoing market forecasts.
Reasons to Purchase
To find out more about the service or to subscribe, please contact your account manager or email techleads@datamonitor.com. For more details on this Research Stream please refer to the product brochure.
Report Code: BFTC1610
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Introduction
A study on the future of third-party customer care, its current pain points and the best ways for outsourcers to make sure evolving investor requirements are satisfied. Market sizing and projections are also included.
Scope
An analysis of the pain points experienced by in-house contact center customer care investors Market sizing for the current and future outsourced customer care sector An analysis of the drivers for outsourced customer care Strategies for contact outsourcers to increase their customer care revenues
Highlights
There are significant pain points currently faced by in-house customer care contact center investors, mainly revolving around cost, quality assurance and lack of new revenues The outsourced customer care sector will grow through the coming 5 years, as investors look to enhance end-user interactions and reduce overhead expenses Datamonitor provides several strategies that outsourcers can use in order to win new business from firms looking to provide high-quality and cost effective contact center-based customer care
Reasons to Purchase
Learn about the challenges facing in-house customer care Understand how the contact center outsourcing market will grow globally and regionally Develop an understanding of how outsourcers can use specific strategies to win new business from companies looking to undertake customer care
Report Code: BFTC1744
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Introduction
A quantitative look at the future of horizontal functions in outsourced contact centers, this databook identifies current and projected market sizes for principal offshore and domestic locations.
Scope
The size of the horizontal outsourced contact center function market in North America by country The size of the horizontal outsourced contact center function market in EMEA by major location The size of the horizontal outsourced contact center function market in APAC by major location The size of the horizontal outsourced contact center function market in CALA by major location
Highlights
The size of the current outsourced contact center function market by country and by region Projections of the expected market size for outsourced functions across regions and countries Market splits by region / country between customer service, marketing & sales, technical support and business-to-employee care (B2E)
Reasons to Purchase
Understand the size of the current outsourced horizontal contact center market Learn how this market will grow and gain insight into how to profit from expected market opportunities Comprehend the varying rates of growth among the four elements that comprise outsourced contact center horizontal functionality
Report Code: DMTC2127
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Introduction
The outsourced outbound contact center services market has faced several daunting challenges over the past decade. However, despite a once negative outlook, this segment now appears poised for a comeback and opportunities abound for contact center outsourcers looking to profit in niche areas.
Scope
An overview of key pain points being faced by companies looking to engage in outbound sales & marketing calls Market sizing related to global and regional uptake of sales & marketing outbound calls Differentiators that outsourcers can use when attempting to win outbound sales & marketing business from prospects An outline of niche areas in outbound calling in which outsourcers can find new revenue opportunities
Highlights
Datamonitor expects that the sales & marketing outbound market will increase globally through the coming five years However, the pain points that outbound calling faces to this day are considerable Outsourcers have an excellent opportunity to leverage their cost management capacities and quality emphasis when looking to win outbound sales & marketing business across a number of different areas
Reasons to Purchase
Learn the pain points that outbound sales & marketing customers face on a daily basis Understand how the outbound sales & marketing outsourced segment will grow through the next five years Determine the best strategy of winning new outsourced sales & marketing business and what niche markets offer the best opportunity
Report Code: BFTC1742
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Introduction
A concise PowerPoint presentation that outlines the key elements of theme 2 (Outsourced contact center functions predicting an uncertain future), and discusses the present and future trends of this industry.
Scope
Business updates are presentations that update you on our market forecasts, competitive trends and changes in end-user needs. Please contact your account manager for details.
Highlights
Business updates include: updates on end-user priorities and needs, analysis of changing competitive dynamics and market activity and insights into factors affecting ongoing market forecasts.
Reasons to Purchase
To find out more about the service or to subscribe, please contact your account manager or email techleads@datamonitor.com. For more details on this Research Stream please refer to the product brochure.
Report Code: BFTC1747
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Introduction
This brief will provide outsourcers with strategies to develop an optimal mix of horizontal functions so as to act as a one-stop shop for prospects.
Scope
A discussion on the dynamics of each outsourced horizontal contact center function An analysis of the geographic market opportunities currently available to contact center outsourcers An overview of vertical requirements pertaining to outsourced contact center functions A discussion of key internal operational considerations vendors need to take into account when determining their optimal mix of horizontal services
Highlights
Contact center outsourcing vendors need to identify what services they wish to provide by analyzing all vertical and geographic opportunities available Vendors also need to consider the dynamics of customer service, marketing & sales, technical support and B2E as each is unique and carry their own set of challenges An internal analysis is also required to determine what the vendor is able to accommodate in terms of horizontal services now and in the future
Reasons to Purchase
Learn about the dynamics of each horizontal outsourced contact center function Understand the internal considerations vendors should analyze when determining their abilities to provide outsourced contact center functions Identify geographic and vertical opportunities for outsourced contact center functions when determining an optimal horizontal mix
Report Code: BFTC1746
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Introduction
This interactive model offers the most comprehensive and up-to-date view of the revenue opportunity in Customer Management and Contact Centers BPO. The model provides forecasts for overall revenue opportunity, recurring revenue opportunity, and offshore revenue opportunity. The forecast period is from 2007 to 2012, and the Scope
includes all major geographies and industry verticals.
Scope
Highlights
Reasons to Purchase
Most complete and current guide providing IT services spend data across the applications, infrastructure and BPO service lines. 75,000+ data points across various geographies, industries and service segments, to enable informed strategic and tactical decisions. Comprehensive technology growth predictions based on end-user investment outlook, vendor confidence, and macro-economic factors.
Report Code: IMTC0148
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Introduction
An agglomeration of all qualitative and statistical research conducted through Theme 3
Scope
The role of IVR in the outsourced contact center Multichannel contact center environments and how outsourcers can increase customer face time How the at home agent phenomenon continues to grow in outsourced contact centers
Highlights
Market growth rates for various contact center technology deployments Strategic discussion of issues facing outsourced contact centers and how technology can play a role in eliminating pain points
Reasons to Purchase
Learn about Datamonitor's up to the minute conclusions about how outsourcers can profit by adopting the right technology solutions Understand the newest trends pertaining to IVR self-service, multiple contact channels and at-home agents
Report Code: DMTC2141
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Introduction
A statistical overview of technology deployments in outsourced contact centers
Scope
An overview of offshore markets serving North America An overview of offshore markets serving Western Europe An overview of offshore markets serving Australia / New Zealand
Highlights
Statistical overviews of trends in offshore demand for outsourced agent positions from major western markets
Reasons to Purchase
Learn about the main offshore locations in which western contact center outsourcers source labor Determine rates of growth in emerging and mature offshore markets Understand new market opportunities offshore
Report Code: DMTC2140
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Introduction
Datamonitor's annual survey of contact center outsourcing clients, highlighting the trends that are likely to emerge over the coming twelve months
Scope
*This slide pack provides insight into the needs of contact center outsourcing clients
*It examines key themes, including self-service, contact channels, home-based agents and delivery location preference
*Geographies covered include North America, Europe and Australia / New Zealand
*Verticals analyzed include financial services, telco, retail, manufacturing / technology, health care, public sector, utilities and travel & tourism
Highlights
Contact center outsourcing clients have identified quality of labor and price as key determinants of vendor selection
Key determinants of offshore location selection include stability, cost of labor and availability of multilingual agents
Self-service and home agent deployments have not emerged as viable mass-market substitutes for offshore contact center services
Reasons to Purchase
*Learn about key contact center outsourcing trends among clients of these services
*Identify spending priorities among outsourcing clients
*Learn about the locations that outsourcing clients are will consider for offshore delivery, as well as those that are out of favor.
Report Code: DPTC0048
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Introduction
The market for hosted and premise-based managed speech and DTMF services continues to gain traction as more customers demand deployment flexibility and quicker ROI.
Reasons to Purchase
Understand pan-regional trends for hosted DTMF and speech services in North America and Western Europe.
Learn of spending levels for hosted and premise-based managed DTMF and speech services across global regions.
Identify key growth opportunities for IVR outsourcing services in North America, EMEA, CALA and APAC.
Report Code: IMTC0097
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Introduction
The Definitive Guide to Speech Applications interactive model provides quantitative perspective into the market for speech application by spending, vertical, geography and type of application from 2006 to 2012. It also covers spending on application licensing, development, maintenance, functions, types and development paradigms.
Scope
Highlights
Reasons to Purchase
Understand the different types and functions of speech applications and spending trends through 2012. Become familiar with five year forecasts for contact management, information provision and transactional speech applications. Learn of spending patterns for packaged, pre-built modules and custom built speech applications.
Report Code: IMTC0140
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Introduction
When it comes to speech, organizations are no longer limited by technology barriers but by business requirements. The value proposition for speech has increased substantially over the years, primarily due to its success in the contact center. With the emergence of non-traditional speech applications, speech technology will further penetrate the enterprise and service provider markets.
Scope
Interviews with over 12 leading vendors in the speech application space. Tabulation of Herfindahl-Hirschman Index measure for the global supply-side voice business market.
Highlights
From 2006 to 2012 there will be sizable shifts in proportion of spend as more companies opt for packaged applications and configurable packages and pre-built modules and templates.
Reasons to Purchase
Understand spending levels for packaged applications and configurable packages, pre-built modules and templates and custom developed applications. Learn of the key drivers for investment in packaged type application and custom developed applications.
Report Code: BFTC1782
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Introduction
Business updates, delivered in a concise presentation format, enable our clients to access and share the content of our ongoing Research Stream quickly and efficiently.
Scope
Business updates are presentations that update you on our market forecasts, competitive trends and changes in end-user needs. Please contact your account manager for details.
Highlights
Business updates include: updates on end-user priorities and needs, analysis of changing competitive dynamics and market activity and insights into factors affecting ongoing market forecasts.
Reasons to Purchase
To find out more about the service or to subscribe, please contact your account manager or email techleads@datamonitor.com. For more details on this Research Stream please refer to the product brochure.
Report Code: DMTC2111
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Introduction
This report analyzes the market for speech applications and tools. It provides an empirical perspective into the maturation of the overall market for speech solutions and Datamonitor's definitions of different approaches to speech application developments. The report also identifies emerging areas for differentiation among speech tool offerings.
Scope
Discussion of speech application types and growth rates through the next five years. Aggregated results from interviews with leading vendors in the speech application space. Empirical analysis of market maturation for speech.
Highlights
Heavy emphasis has been placed on the application, the most critical determinant of whether a speech solution is successful. To date, the majority of speech applications are custom developed; however, as the market matures and software packages evolve, spending on custom developed speech applications will decrease in proportion. Shifts in investments will be caused by increased spending on configurable packages in new markets, pre-built modules and templates by early adopters and the general evolution of the speech market that will nurture software package advancement.
Reasons to Purchase
Understand the growing opportunities for speech applications in a maturing market. Become familiar with key strategies for success in tooling and applications. Learn of spending trends on speech applications from 2006 to 2012.
Report Code: DMTC2136
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Introduction
When it comes to speech, organizations are no longer limited by technology barriers but by business requirements. The value proposition for speech has increased substantially over the years, primarily due to its success in the contact center. With the emergence of non-traditional speech applications, speech technology will further penetrate the enterprise and service provider markets.
Scope
Strategic recommendations for vendors in the speech application space. Datamonitor's definitions for packaged applications, configurable packages, pre-built modules and templates and custom developed applications.
Highlights
Although the majority of applications are still custom developed, the market is slowly warming up to packaged type applications as new markets embrace speech and cost becomes more of a factor.
Reasons to Purchase
Create long-term strategies in the changing speech applications market. Align application definitions alongside Datamonitor's recommendations.
Report Code: BFTC1783
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Introduction
This Executive Presentation outlines the current market and evolving strategies present within the global speech applications market.
Scope
Outlines the market for speech applications and development environments.
Highlights
current strategies employed by market players to remain competitive in an increasingly complex landscape. Addresses current technological trends that are set to transform the current marketplace.
Highlights
The proportion of spending on packaged applications, configurable packages and pre-built modules and templates will grow over time. Commoditization of platform and enabling software will drive greater competition in the higher value areas of the voice business value chain.
Reasons to Purchase
Gain insight into initiatives and strategies employed by vendors remain competitive. Present coherent trends occurring in the speech applications market.
Report Code: BFTC1814
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Introduction
This theme covers the changing trends in the global IVR market. It
Highlights
the market drivers and opportunities, strategy to be adopted to be successful and the challenges faced by vendors in terms of technology.
Scope
Datamonitor's Executive presentation
Highlights
key findings from our ongoing research into IVR markets. Key findings of this presentation include: Investment in interactive voice response (IVR) licenses is set to increase to 845 million by 2012 from 475 million in 2006. Positioning IVR as an enabling platform across the enterprise and to its partner network should be a long term strategy New functions and features to greatly enhance Voice-XML performance and facilitate interoperability with external applications and media components
Highlights
The combination of Voice-XML and IP is making IVR a strategic tool for the entire enterprise and service providers, allowing businesses to utilize the benefits of standardization and herald in new channels of revenue generation and improve call completion rates.
Reasons to Purchase
Explore the market opportunities with sizing and forecast data through 2012. Formulate strategies for selling, deploying and partnering in the IVR market with detailed discussions of each of these areas. Understand new features and solutions that will help both the vendors and businesses gain traction in the IVR market.
Report Code: BFTC1866
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Introduction
Contact center optimization technology spans a broad range of efficiency and effectiveness measures to improve performance. From basic scheduling to speech analytics, this market is growing and fluid. Success will crucially depend on understanding the market, its potential, the technology and how to incorporate these factors into a powerful go-to-market strategy.
Scope
This report comprehensively explores the market, technology and strategies critical to success in contact center optimization. Global in Scope
, and across verticals this report also includes end-user sentiment data. Reaching the next level means having the best information. This report analyzes previously un-discussed trends and strategies emerging in this market.
Highlights
This report allows the reader to understand the market for contact center optimization from a number of different angles. Key features include Datamonitor's analysis and advice for technology and market strategy in optimization.
Reasons to Purchase
Understand the key trends shaping the contact center optimization market. Explore the growth areas and which technologies are likely to be adopted. Learn about customer attitude toward this technology market and how to benefit from it.
Report Code: DMTC1412
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Introduction
Datamonitor has previously tracked the market for three key types of virtual worker, home workers, branch workers and back office/knowledge workers. These are all types entirely appropriate to the theme of virtualization as they represent the bulk of remote worker types which are part of the virtualization trend .
Scope
Forecasts agent position growth for remote workers in the contact center to 2010. Breaks the function of remote workers into home-workers, branch workers and back-office / knowledge workers.
Highlights
The expansion in demand for products and services, will put pressure on contact centers to utilize non-traditional agents. As such there will be a strong growth in the number of remote agents working for the contact center between 2005 and 2010. Datamonitor estimates that one tenth of the total agent position population in 2010 will be remote workers.
Reasons to Purchase
Gain insight into key remote agent growth patterns. Identify the fastest growing regional markets for remote agents.
Report Code: DBTC0142
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Introduction
Successful Middle Eastern companies will start to deploy high-end contact center solutions, such as desktop and CTI applications integrated into back office functions, to streamline their operations. This is no easy task as the skills and knowledge to do so may not be readily available. Vendors and their partners face a tough challenge.
Scope
Reform in the Middle East leads to opportunities for vendors but challenges lie ahead To succeed in the Middle East vendors must be aware of cultural and technological challenges Middle Eastern contact centers demand high-end solutions and professional services Contact center vendors should explore partnerships with brands and regional system integrators
Highlights
Shrewd international contact center vendors will benefit from their unique position of experience in delivering the technology to create western forms of customer service. These vendors can offer strategic advice on how to derive profitable revenues and increase customer loyalty during economic reforms in certain industries. Having a geographical presence in the Middle East also means that the products and services offered by the multi-national enterprises must be tailored to attract local consumers. Localization of products and services in these culturally traditional societies can present difficulties if multi-nationals are unaware of cultural and religious norms. Many vendors, such as Nortel and Aspect, have the need to shoreup existing installed bases. For these vendors to be successful in the Middle East, their contact center solutions need to focus on high-end horizontal applications and build specific relationships with verticalized systems integrators
Reasons to Purchase
Understand which areas of customer satisfaction can be enhanced by deploying the right strategy in the Middle East. Develop an understanding of how to use specific strategies to win new business from companies looking to operate customer care services in this region
Report Code: BFTC1692
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Introduction
As Middle Eastern enterprises adopt Western customer service behaviors, having the right technology to respond to queries and requests will become important. Vendors must understand that the technology in the contact center will sometimes be the back-seat passenger; it is the business culture that will drive purchases.
Scope
There is room for non-traditional call center technology in Middle Eastern greenfield sites IVR roars into action but may not be successful if cultural sensitivities can not be resolved A groundswell in system convergence will impact contact centers Workforce optimization applications will gain traction in the Middle East
Highlights
The adoption of text messaging in all sectors of the Middle East presents an opportunity for enterprises to gain significant commercial advantage by using SMS alerts to inform customers of service notifications, specific offers and promotions. SMS is a vehicle which enterprises in the Middle East cannot afford to ignore. E-mail is very much a business solution. It is deeply integrated in an organization's process and is a strategic form of communication for most enterprises. Outside of the business community, email has become an increasingly useful communication channel for households in the Middle East. However, the largest issue for Middle Eastern enterprises with many smaller contact centers is handling multiple systems and platforms that are unable to interoperate with each other. An example can be seen with the retail banking industry in Saudi Arabia.
Reasons to Purchase
Vendors should not be fooled into thinking that the Middle East will adopt multi-channels - discover why this is. Learn about the challenges vendors will face if they do not understand how business and technology is critical to execute a reliable contact center.
Report Code: BFTC1693
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Introduction
Middle Eastern society is changing. Its consumers expect high levels of customer service with a fast rate to respond to queries. Contact centers in the region have traditionally been seen as a cost burden to the organization; it is a ticked box to show that the organization is looking after its customers. But industrial reform in the Middle East is fast becoming a reality in several industries.
Scope
The Middle East: cash rich, services poor (Market Focus) How to profit from contact centers in the Middle East (Strategy Focus) Middle Eastern contact center technology insight (Technology Focus)
Highlights
This report combines all three briefs from the contact center markets and technologies theme for Q3 2007. While the market focus section provides an overview of drivers and trends across the Middle East, the strategy focus brief considers how vendors can best profit from adopting particular strategies in the region. The technology brief details which solutions will impact enterprises in the region. Datamonitor includes the following countries within the Middle East: Bahrain, Egypt, Israel, Jordan, Kuwait, Lebanon, Oman, Qatar, Kingdom of Saudi Arabia, Turkey, and United Arab Emirates
Reasons to Purchase
Understand how the contact center market will grow in the Middle East Comprehend what the key challenges are and learn what can be done to overcome them
Report Code: DMTC2118
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Introduction
This databook provides a statistical overview of IVR port shipments and revenues in North America and EMEA. It covers the market trends and forecasts IVR port shipments and revenues from 2006 2012.
Scope
Provides market sizing and forecasts for IVR licenses in North America and EMEA. Data presented by vertical, by Voice-XML vs traditional and DTMF vs speech. Breakouts by enterprise vs. service provider and IP vs. TDM are provided.
Highlights
Statistical overviews of trends in IVR port shipment and revenues in different vertical markets. The developed markets of North America and EMEA have higher adoption rates for the open standard software-based IVR than other markets.
Reasons to Purchase
Gain insight into key growth areas and verticals Understand trends in IVR investment in evolving infrastructures.
Report Code: DBTC0381
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Introduction
The developed countries in the Asia-Pacific (APAC) region have strong economies, a strong technological infrastructure and a growing need to service an ever increasingly sophisticated consumer base.
Scope
Australia's saturated market has consulting and multi-channel opportunities Vendors need to harness Japan's growth in particular contact center markets to reap rewards Korean investors display conservative buying behaviours despite innovative channel ideas
Highlights
Australia, Japan and South Korea are fierce, yet vibrant, markets to compete in. After several decades of rapid industrialization recent financial crises in each of these three countries revealed economic deficiencies that have largely been corrected. Datamonitor asserts that vendors in Korea should create mindshare with other technology vendors and service providers; by creating brand equity the products are seen as reliable and dependable in the Korean market.
Reasons to Purchase
Identify and assess the existing and emerging opportunities in the developed APAC countries Identify and understand the key market drivers and inhibitors in the developed APAC countries.
Report Code: BFTC1811
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Introduction
China has the potential to be the largest market for contact center technologies. It has a consummate wealth of highly skilled labour and a maturing communications infrastructure which makes it a prime market for contact center technology investment.
Scope
Growing IT spending among Chinese firms Contact centers' increasing role in government and communications markets The growing importance of consolidating and standardizing systems in China Why certain vendors will have more success in China
Highlights
China's rapid economic growth has resulted in a growing consumer population that needs to be serviced and supported through contact centers. However, Chinese enterprises' customer services strategies are in their infancy. Chinese companies are becoming increasingly competitive. This has had an impact on their contact center services. As Chinese enterprises establish themselves overseas, the delivery of their customer service strategy has to be consistent.
Reasons to Purchase
Identify and understand the key market drivers and inhibitors in China Identify and assess the existing and emerging opportunities in China.
Report Code: BFTC1810
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Introduction
India has had dramatic contact center growth over the past few years due to its emerging economy, growing middle class and consumer appetite. Although traditionally seen as an attractive destination for foreign companies to set up contact center operations in recent years the domestic need to improve customer service has led to an increased adoption of contact center activities.
Scope
India's growing middle class and increasing consumer purchasing power Growing IT budgets among Indian firms Increasing penetration of IP vs. that of TDM An overview of distributed and hosted contact center models in India
Highlights
Capacity issues in urban centers have led to several Indian companies opening up smaller contact centers in a distributed manner. India's established domestic companies have many advantages: existing relationships with customers, an understanding of their needs, and recognized brands. While there is a strong demand for the traditional contact center 'box', the shift seen in contact center vendors becoming applications and solutions providers in the western world must also be duplicated in the Indian market.
Reasons to Purchase
Identify and assess the existing and emerging opportunities in India Identify and understand the key market drivers and inhibitors in India.
Report Code: BFTC1809
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Introduction
Integration of communication channels is the key to optimizing customer service and improving customer retention rates.Over the next several years IP will be the fundamental base where other enterprise and service provider applications and back-end systems must work fluidly with to leverage the benefits of a converged network.
Scope
New standards and features to increase the horizon of IVR capabilities, reduce complexity and create more revenue generating opportunities. By leveraging IP, companies to expand traditional channels of customer interactions and improve customer service effectiveness through multimodality.
Highlights
New functions and features such speaker identification and verification, video interactive services and modality to greatly enhance Voice-XML performance and facilitate interoperability with external applications and media components. New standards for multimedia capabilities should lead to the development of richer and less complex Video IVR applications allowing organizations to fully capitalize on the potential in their contact center service offerings and open up a new revenue stream.
Reasons to Purchase
The report
Highlights
the challenges vendors face and looks at the new functionalities and features that can be added to overcome the same. Vendors need to address the data security and system maintenance concerns of customers in a multitenant IVR environment.
Report Code: BFTC1865
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Introduction
The so-called BRIC economies (Brazil, Russia, India and China) offer huge opportunities and potential for growth. What are the ground realities contact center vendors should be aware of here?
Scope
Highlights
Reasons to Purchase
Understand how different each BRIC market is from each other and why. Realise what the contact center growth opportunity within these emerging markets looks like. BRICs are a place for long term investment. This report will illustrate what investment opportunities are out there.
Report Code: IMTC0197
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Introduction
A heterogeneous melange of cultures, languages, consumers and countries categorize the Asia-Pacific (APAC) contact center market. Understanding the full range of macroeconomic, social and business trends in APAC is therefore vital for vendors creating successful go-to-market strategies.
Scope
Can India's Dramatic Contact Center Growth Be Sustained (Market Focus) The Challenges Posed by China's Rise in Contact Centers (Market Focus) The Challenges of Doing Business in Developed Contact Center Markets in Asia-Pacific (Market Focus)
Highlights
The expansion in demand for products and services in Asia Pacific (APAC), combined with the increase in offshoring, will lead to the creation of four times as many new agent positions in developing markets. India has had dramatic contact center growth over the past few years due to its emerging economy, growing middle class and consumer appetite. China has the potential to be the largest market for contact center technologies. It has a consummate wealth of highly skilled labour and a maturing communications infrastructure which makes it a prime market for contact center technology investment.
Reasons to Purchase
Learn what the next major market opportunities for contact centers are in APAC Understand which regions and vertical sectors offer the most significant growth potential for the sale of contact center technologies and services Know where the next major market opportunities for contact centers are.
Report Code: DMTC2119
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Introduction
Executive Presentations, delivered in a concise presentation format, enable our clients to access and share the content of our ongoing Research Stream in Education Technology, quickly and efficiently.
Scope
Executive Presentations are presentations that update you on our market forecasts, competitive trends and changes in end-user needs As a client of the Knowledge Centre we offer you a conference call to discuss the content of each quarterly briefing. Please contact your account manager for details.
Highlights
Executive Presentations include: updates on end-user priorities and needs, analysis of changing competitive dynamics and market activity and insights into factors affecting ongoing market forecasts.
Reasons to Purchase
To find out more about the service or to subscribe, please contact your account manager or email techleads@datamonitor.com. For more details on Contact Center Markets and Technologies please refer to the product brochure.
Report Code: BFTC1775
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Introduction
A heterogeneous melange of cultures, languages, consumers and countries categorize the Asia-Pacific (APAC) contact center market. Understanding the full range of macroeconomic, social and business trends in APAC is therefore vital for vendors creating successful go-to-market strategies.
Scope
Can India's Dramatic Contact Center Growth Be Sustained (Market Focus) The Challenges Posed by China's Rise in Contact Centers (Market Focus) The Challenges of Doing Business in Developed Contact Center Markets in Asia-Pacific (Market Focus)
Highlights
India has had dramatic contact center growth over the past few years due to its emerging economy, growing middle class and consumer appetite. In recent years the domestic need to improve customer service has led to an increased adoption of contact center activities which fall outside of mere inbound activities. China has the potential to be the largest market for contact center technologies. It has a consummate wealth of highly skilled labour and a maturing communications infrastructure which makes it a prime market for contact center technology investment. The developed countries in the Asia-Pacific (APAC) region have strong economies, a strong technological infrastructure and a growing need to service an ever increasingly sophisticated consumer base.
Reasons to Purchase
Identify and understand the key market drivers and inhibitors in APAC Identify and assess the existing and emerging opportunities in APAC.
Report Code: BFTC1812
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Introduction
For the past 10 years the primary motivation to purchase hosted contact centers has been to reduce cost. But if growth is to continue, then vendors must look beyond cost as a marketing message. Vendors need to shift their marketing campaigns to address business processes.
Scope
Market Opportunity: Hosted contact centers play a strategic role in an organization Technology Evolution: Many technology debates arise from new-generation software-based platforms Customer Impact: Vendors must know the pain points if they are to understand the customer Go to Market: How to position the solution to Service Providers and end-users
Highlights
Hosted contact centers were seen as solutions which were geared for the low end of the enterprise market. They were seen as providing basic contact center functionality, namely network routing. However, over the past 15 years hosted contact center technology has developed. The hosted model goes beyond pure network routing.
Reasons to Purchase
Understand the key drivers in purchasing hosted contact centers. Discover the impact SIP will play on hosted contact centers. Realize the growing importance of Unified Communications in the context of hosted contact centers.
Report Code: DMTC2187
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Introduction
This theme examines the changing landscape and technology offered by contact center optimization vendors and assess the market opportunities and looks deeper into the convergence of contact center optimization and call recording.
Scope
Key market data and detailed analysis of the workforce optimization markets in North America, Western Europe, Asia-Pacific and CALA are provided
In-depth market analysis for the QM, WFM, eCoaching, contact center analytics, speech analytics and logging markets
Report
Highlights
By 2013 the global workforce optimization market will be worth 2.9 billion. Contact center analytics and speech analytics will be the major drivers for growth.
Vendors are increasingly targeting opportunities outside the contact center to enter the enterprise market.
Reasons to Purchase
Assess the most effective go-to-market strategies to pursue for different geographic regions and different vertical markets
Identify key opportunities within the workforce optimization market as well as key product areas where partnering would be appropriate
Report Code: DMTC2177
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Introduction
This model presents global data on Workforce Optimization spending for years 2007 to 2013. It sizes the market by technology components, geography, verticals, by sales channels and systems.
Reasons to Purchase
Understand market sizes and growth trends for key sub-segments within the WOTs market.
Gain insight into future trends and forecasts into the WOTs market.
Report Code: IMTC0299
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Introduction
The prospect of a mass market for video technologies is fuelling investment. Commercial services already exist across multiple geographies. Vendors and carriers are congregating around video to boost wallet share.
Scope
*Video has once again become the latest buzzword with many large vendors and service providers entering this market.
*Some vendors are hoping that video will not only drive revenues, but inject innovation into their current product offering.
*But is video just a case of vendors pushing service providers to spend more money to deliver services that have low appeal?
Highlights
The success of video hinges on customer adoption of video calling. While Datamonitor can make an assumption that Bluetooth headsets will increase, and this can facilitate the uptake of video calls, the acid test is whether video calling will gain mass consumer adoption.
Video technologies tend to have an unnecessarily hefty price tag. The price levels for video bandwidth need not be so high: by charging prices relative to bandwidth use IP service providers can drive up demand in video usage.
Vendors say they offer interoperability between their own and their competitors' telephony products, but this is not the case for their telepresence solutions. The proprietary nature of telepresence makes it rare for two telepresence systems from different vendors to be able to provide a well bridged high-quality video conference.
Reasons to Purchase
*Understand what the main drivers and inhibitors are to video contact centers and video conferencing.
*A discussion on the key video technology vendors, their solutions and their strategies.
Report Code: DMTC2188
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