Contact Center Market and Technologies Databook for EMEA

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 EMEA 9
In-house and Outsourced Agent Positions in EMEA 11
Agent positions in EMEA by vertical market 13
Agent positions in EMEA by size-band 15
Agent positions in EMEA by telephony end-point 17
Agent positions in EMEA by technology location 19
TECHNOLOGY SPENDING 21
EMEA contact center technology spending by application 21
EMEA contact center technology spending by vertical 23
EMEA contact center technology spending by size-band 25
CONTACT CENTER INBOUND HARDWARE TECHNOLOGY SPENDING 27
EMEA contact center Inbound hardware technology spending by vertical 27
EMEA contact center Inbound hardware technology spending by size-band 30
CONTACT CENTER NON-SWITCH SOFTWARE TECHNOLOGY SPENDING 32
EMEA contact center Non-switch software technology spending by vertical 32
EMEA contact center Non-switch software technology spending by size-band 35
CONTACT CENTER OUTBOUND TECHNOLOGY SPENDING 37
EMEA contact center Outbound technology spending by vertical 37
EMEA contact center Outbound technology spending by size-band 39
CONTACT CENTER QUALITY MONITORING TECHNOLOGY SPENDING 41
EMEA contact center Quality Monitoring technology spending by vertical 41
EMEA contact center Quality Monitoring technology spending by size-band 44
CONTACT CENTER SWITCH DEPENDENT SOFTWARE TECHNOLOGY SPENDING 46
EMEA contact center Switch-dependent technology spending by vertical 46
EMEA Contact center Switch-dependent technology spending by size-band 49
CONTACT CENTER SWITCH-INDEPENDENT TECHNOLOGY SPENDING 51
EMEA contact center Switch-independent technology spending by vertical 51
EMEA contact center Switch-independent technology spending by size-band 54
CONTACT CENTER WORKFORCE MANAGEMENT TECHNOLOGY SPENDING 56
EMEA contact center Workforce Management technology spending by vertical 56
EMEA contact center Workforce Management technology spending by size-band 59
APPENDIX 61
Further reading 61
Ask the analyst 61

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Table 1: Contact Center definitions 2
Table 2: Contact centers and agent positions in EMEA, 2005 – 2010 10
Table 3: In house and outsourced agent positions in EMEA, 2005 – 2010 12
Table 4: Agent positions in EMEA by vertical market, 2005 – 2010 14
Table 5: Agent positions in EMEA by size-band, 2005 – 2010 16
Table 6: Agent positions in EMEA by telephony end-point, 2005 – 2010 18
Table 7: Agent positions in EMEA by technology location, 2005 – 2010 20
Table 8: EMEA contact center technology spending by application, 2005 – 2010 22
Table 9: EMEA contact center technology spending by vertical market, 2005 – 2010 24
Table 10: EMEA contact center technology spending by size-band, 2005 – 2010 26
Table 11: EMEA contact center Inbound hardware technology spending by vertical market, 2005 – 2010 28
Table 12: EMEA contact center Inbound hardware technology spending by size-band, 2005 – 2010 31
Table 13: EMEA contact center Non-switch software technology spending by vertical market, 2005 – 2010 33
Table 14: EMEA contact center Non-switch software technology spending by size-band, 2005 – 2010 36
Table 15: EMEA contact center Outbound technology spending by vertical market, 2005 – 2010 38
Table 16: EMEA contact center Outbound technology spending by size-band, 2005 – 2010 40
Table 17: EMEA contact center Quality Monitoring technology spending by vertical market, 2005 – 2010 42
Table 18: EMEA contact center Quality Monitoring technology spending by size-band, 2005 – 2010 45
Table 19: EMEA contact center Switch-dependent technology spending by vertical market, 2005 – 2010 47
Table 20: EMEA Contact center Switch-dependent technology spending by size-band, 2005 – 2010 50
Table 21: EMEA contact center Switch-independent technology spending by vertical market, 2005 – 2010 52
Table 22: EMEA contact center Switch-independent technology spending by size-band, 2005 – 2010 55
Table 23: EMEA contact center Workforce Management technology spending by vertical market, 2005 – 2010 57
Table 24: EMEA contact center Workforce Management technology spending by size-band, 2005 – 2010 60




Figure 1: Contact centers and agent positions in EMEA, 2005 – 2010 9
Figure 2: In house and outsourced agent positions in EMEA, 2005 – 2010 11
Figure 3: Agent positions in EMEA by vertical market, 2005 & 2010 13
Figure 4: Agent positions in EMEA by size-band, 2005 & 2010 15
Figure 5: Agent positions in EMEA by telephony end-point, 2005 – 2010 17
Figure 6: Agent positions in EMEA by technology location, 2005 – 2010 19
Figure 7: EMEA contact center technology spending by application, 2005 – 2010 21
Figure 8: EMEA contact center technology spending by vertical market, 2005 & 2010 23
Figure 9: EMEA contact center technology spending by size-band, 2005 & 2010 25
Figure 10: EMEA contact center Inbound hardware technology spending by vertical market, 2005 & 2010 27
Figure 11: EMEA contact center Inbound hardware technology spending by size-band, 2005 & 2010 30
Figure 12: EMEA contact center Non-switch software technology spending by vertical market, 2005 & 2010 32
Figure 13: EMEA contact center Non-switch software technology spending by size-band, 2005 & 2010 35
Figure 14: EMEA contact center Outbound technology spending by vertical market, 2005 & 2010 37
Figure 15: EMEA contact center Outbound technology spending by size-band, 2005 & 2010 39
Figure 16: EMEA contact center Quality Monitoring technology spending by vertical market, 2005 & 2010 41
Figure 17: EMEA contact center Quality Monitoring technology spending by size-band, 2005 & 2010 44
Figure 18: EMEA contact center Switch-dependent technology spending by vertical market, 2005 & 2010 46
Figure 19: EMEA Contact center Switch-dependent technology spending by size-band, 2005 & 2010 49
Figure 20: EMEA contact center Switch-independent technology spending by vertical market, 2005 & 2010 51
Figure 21: EMEA contact center Switch-independent technology spending by size-band, 2005 & 2010 54
Figure 22: EMEA contact center Workforce Management technology spending by vertical market, 2005 & 2010 56
Figure 23: EMEA contact center Workforce Management technology spending by size-band, 2005 & 2010 59


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