Contact Center Databook for Canada

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.



Report Highlights
Overall domestic agent position growth is slowing or declining in North America and Western Europe. Technology and business changes - including IP telephony, virtualization, managed and hosted services, workforce optimization technologies, SME 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.


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OVERVIEW 1
Catalyst 1
Summary 1
Definitions 2
AGENT POSITIONS 9
Contact Centers and Agent Positions in Canada 9
In-house and Outsourced Agent Positions in Canada 11
Agent positions in Canada by vertical market 13
Agent positions in Canada by size-band 15
Agent positions in Canada by telephony end-point 17
Agent positions in Canada by technology location 19
TECHNOLOGY SPENDING 21
Canada contact center technology spending by application 21
Canada contact center technology spending by vertical 23
Canada contact center technology spending by size-band 25
CONTACT CENTER INBOUND HARDWARE TECHNOLOGY SPENDING 27
Canada contact center Inbound hardware technology spending by vertical 27
Canada contact center Inbound hardware technology spending by size-band 30
CONTACT CENTER NON-SWITCH SOFTWARE TECHNOLOGY SPENDING 32
Canada contact center Non-switch software technology spending by vertical 32
Canada contact center Non-switch software technology spending by size-band 35
CONTACT CENTER OUTBOUND TECHNOLOGY SPENDING 37
Canada contact center Outbound technology spending by vertical 37
Canada contact center Outbound technology spending by size-band 40
CONTACT CENTER QUALITY MONITORING TECHNOLOGY SPENDING 42
Canada contact center Quality Monitoring technology spending by vertical 42
Canada contact center Quality Monitoring technology spending by size-band 45
CONTACT CENTER SWITCH DEPENDENT SOFTWARE TECHNOLOGY SPENDING 47
Canada contact center Switch-dependent technology spending by vertical 47
Canada Contact center Switch-dependent technology spending by size-band 50
CONTACT CENTER SWITCH-INDEPENDENT TECHNOLOGY SPENDING 52
Canada contact center Switch-independent technology spending by vertical 52
Canada contact center Switch-independent technology spending by size-band 55
APPENDIX 57
Further reading 57
Ask the analyst 57


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Table 1: Contact Center definitions 2
Table 2: Contact centers and agent positions in Canada, 2005 – 2010 10
Table 3: In house and outsourced agent positions in Canada, 2005 – 2010 12
Table 4: Agent positions in Canada by vertical market, 2005 – 2010 14
Table 5: Agent positions in Canada by size-band, 2005 – 2010 16
Table 6: Agent positions in Canada by telephony end-point, 2005 – 2010 18
Table 7: Agent positions in Canada by technology location, 2005 – 2010 20
Table 8: Canada contact center technology spending by application, 2005 – 2010 22
Table 9: Canada contact center technology spending by vertical market, 2005 – 2010 24
Table 10: Canada contact center technology spending by size-band, 2005 – 2010 26
Table 11: Canada contact center Inbound hardware technology spending by vertical market, 2005 – 2010 28
Table 12: Canada contact center Inbound hardware technology spending by size-band, 2005 – 2010 31
Table 13: Canada contact center Non-switch software technology spending by vertical market, 2005 – 2010 33
Table 14: Canada contact center Non-switch software technology spending by size-band, 2005 – 2010 36
Table 15: Canada contact center Outbound technology spending by vertical market, 2005 – 2010 38
Table 16: Canada contact center Outbound technology spending by size-band, 2005 – 2010 41
Table 17: Canada contact center Quality Monitoring technology spending by vertical market, 2005 – 2010 43
Table 18: Canada contact center Quality Monitoring technology spending by size-band, 2005 – 2010 46
Table 19: Canada contact center Switch-dependent technology spending by vertical market, 2005 – 2010 48
Table 20: Canada contact center Switch-dependent technology spending by size-band, 2005 – 2010 51
Table 21: Canada contact center Switch-independent technology spending by vertical market, 2005 – 2010 53
Table 22: Canada contact center Switch-independent technology spending by size-band, 2005 – 2010 56




Figure 1: Contact centers and agent positions in Canada, 2005 – 2010 9
Figure 2: In house and outsourced agent positions in Canada, 2005 – 2010 11
Figure 3: Agent positions in Canada by vertical market, 2005 & 2010 13
Figure 4: Agent positions in Canada by size-band, 2005 & 2010 15
Figure 5: Agent positions in Canada by telephony end-point, 2005 – 2010 17
Figure 6: Agent positions in Canada by technology location, 2005 – 2010 19
Figure 7: Canada contact center technology spending by application, 2005 – 2010 21
Figure 8: Canada contact center technology spending by vertical market, 2005 & 2010 23
Figure 9: Canada contact center technology spending by size-band, 2005 & 2010 25
Figure 10: Canada contact center Inbound hardware technology spending by vertical market, 2005 & 2010 27
Figure 11: Canada contact center Inbound hardware technology spending by size-band, 2005 & 2010 30
Figure 12: Canada contact center Non-switch software technology spending by vertical market, 2005 & 2010 32
Figure 13: Canada contact center Non-switch software technology spending by size-band, 2005 & 2010 35
Figure 14: Canada contact center Outbound technology spending by vertical market, 2005 & 2010 37
Figure 15: Canada contact center Outbound technology spending by size-band, 2005 & 2010 40
Figure 16: Canada contact center Quality Monitoring technology spending by vertical market, 2005 & 2010 42
Figure 17: Canada contact center Quality Monitoring technology spending by size-band, 2005 & 2010 45
Figure 18: Canada contact center Switch-dependent technology spending by vertical market, 2005 & 2010 47
Figure 19: Canada contact center Switch-dependent technology spending by size-band, 2005 & 2010 50
Figure 20: Canada contact center Switch-independent technology spending by vertical market, 2005 & 2010 52
Figure 21: Canada contact center Switch-independent technology spending by size-band, 2005 & 2010 55

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