Call Center Growth Strategies
Executive Summary
Key market drivers
Call center technologies
A vertical guide to selling call center technologies
Opportunities in the EMEA call center market
Opportunities in the North American call center market
Call center size bands: big is not always beautiful
Chapter 1 Introduction
What is this report about
Who is the target reader
Definitions
Agent position (AP)
Agents
Call center
Contact center
CRM
Outsourcing
Private (automatic) branch exchange (PBX)
Screen popping
Speech recognition
Voice over Internet Protocol (VoIP)
Web-channels
Web-based self-service
Chapter 2 Key market drivers
Summary
Market context
Off shoring
Managed and hosted services
IP migration and distributed environments
Self-service
Growth in mid-market
From hardware to software and open standards
Multi -channel call centers
Growth in multi-channel call centers
Chapter 3 Call center technologies
Summary
Definitions
Automatic call distributor (ACD)
Interactive Voice Response (IVR)
Computer Telephony Integration (CTI)
Outbound
Workforce optimization technologies (WOTs)
Quality Monitoring (QM)
Workforce management (WFM)
eLearning
Agent analytics
Market overview
ACD growth declines in mature markets
Eastern Europe and MEA offer ACD vendors most promise
ACD vendors need to locate new opportunities in developing markets
ACD vendors need to target smaller call centers
Key issues for ACD vendors
The effects of IP
The growth in low-end solutions
Hosted ACD / call center on demand
IVR: from call routing to self-service
IVR spending priorities vary by region
Rapidly growing verticals pick self-service solutions
IVR reaches beyond its high-end technology roots
Key issues for IVR vendors
Speech recognition and open standards
Hosting / managed services
IVR and the broader self-service market
The self-service / offshore substitution effect
IVR as part of a broader suite of call center applications
CTI: an attractive growth market
Penetration will remain high in developed countries
Mature verticals continue to dominate CTI investment
CTI retains high-end focus
Key issues for CTI vendors
The growth of the switch-independent routing market
Do not ignore multimedia applications
Networked call centers / managed services
Inherent CTI
Regulation drives outbound spending
Greater support for outbound in the US
Outsourcing provides growth for outbound
Growth at both ends of the spectrum
Key issues for vendors
Increasing regulation – especially in the US
Increasing offshore spending
Growth in proactive service
Workforce optimization (WOTs)
Agent analytics the fastest growing sector within WOTs
Targeting vertical sectors
WOTs solutions merging
Key issues for vendors
Integration is key
Leverage experience in setting KPIs
Present clients with a ‘deployment roadmap’
Partnerships are key to successful participation in the market
Consider alternative sources of revenue
Sell call center experience
Show demonstrable ROI benefit
Chapter 4 A vertical guide to selling call center technologies
Summary
Introduction
Heavyweight spenders
Key growth sectors for call center technologies
Vertical Insight
Communications
Definition
State of play
Opportunities for vendors
What communications call centers will buy
Distribution and wholesale
Definition
State of play
Opportunities for vendors
What distribution and wholesale call centers will buy
Entertainment, media and leisure
Definition
State of play
Opportunities for vendors
What entertainment call centers will buy
Financial services
Definition
State of play
Opportunities for vendors
What financial services call centers will buy
Healthcare and pharmaceuticals
Definition
State of play
Opportunities for vendors
What healthcare and pharmaceutical call centers will buy
Manufacturing
Definition
State of play
Opportunities for vendors
What manufacturing call centers will buy
Outsourcing
Definition
State of play
Opportunities for vendors
What outsourcers will buy
Public sector
Definition
State of play
Opportunities for vendors
What government call centers will buy
Retail
Definition
State of play
Opportunities for vendors
What retail call centers will buy
Technology
Definition
State of play
Opportunities for vendors
What technology call centers will buy
Travel and tourism
Definition
State of play
Opportunities for vendors
What travel and tourism call centers will buy
Utilities
Definition
State of play
Opportunities for vendors
What utilities call centers will buy
Chapter 5 Opportunities in the EMEA call center market
Summary
Introduction
Segmenting the market
Implications for vendors
Country insight
France
Germany
Italy
Netherlands
Spain
UK
The Nordics
Rest of Western Europe
Eastern Europe
Middle East and Africa
Chapter 6 Opportunities in the North American call center market
Summary
Introduction
US call center market
Regional distribution
Canadian call center market
Regional distribution
Implications for vendors
Chapter 7 Call center size bands: big is not always beautiful
Summary
Global overview
Implications for vendors
Call center size bands in EMEA
Country insight
France
Germany
Italy
Netherlands
Spain
UK
Nordics
Rest of Western Europe
Eastern Europe
Call center size bands in North America
American size band distribution
Canadian size band distribution
Chapter 8 Key vendors in the call center market
Strategic recommendations
Call center technology vendors
Outsourcing providers
Resellers and system integrators
Competitive strengths of call center technology vendors
Vendor strength by technology
Vendor strength by region
Vendor strength by size band
The WOTs market
Quality Monitoring
ASC
Envision
NICE
Verint
Witness
Workforce Management
Aspect
Blue Pumpkin
Genesys
IEX
Teleopti
Q-MAX
Agent Analytics
AIM
Dictaphone CRS
Merced Systems
Performix
eLearning
Knowlagent
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