Contact Center Markets and Technologies Databook for CALA

A statistical overview of technology deployments in contact centers

Report Highlights
Statistical overviews of trends in contact center demand for in-house and outsourced agent positions in different vertical markets.
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OVERVIEW 1
Catalyst 1
Summary 1
Definitions 2
AGENT POSITIONS 9
Contact Centers and Agent Positions in CALA 9
In-house and Outsourced Agent Positions in CALA 11
Agent positions in CALA by vertical market 13
Agent positions in CALA by size-band 15
Agent positions in CALA by telephony end-point 17
Agent positions in CALA by technology location 19
TECHNOLOGY SPENDING 21
CALA contact center technology spending by application 21
CALA contact center technology spending by vertical 23
CALA contact center technology spending by size-band 25
CONTACT CENTER INBOUND HARDWARE TECHNOLOGY SPENDING 27
CALA contact center Inbound hardware technology spending by vertical 27
CALA contact center Inbound hardware technology spending by size-band 30
CONTACT CENTER NON-SWITCH SOFTWARE TECHNOLOGY SPENDING 32
CALA contact center Non-switch software technology spending by vertical 32
CALA contact center Non-switch software technology spending by size-band 35
CONTACT CENTER OUTBOUND TECHNOLOGY SPENDING 37
CALA contact center Outbound technology spending by vertical 37
CALA contact center Outbound technology spending by size-band 39
CONTACT CENTER QUALITY MONITORING TECHNOLOGY SPENDING 41
CALA contact center Quality Monitoring technology spending by vertical 41
CALA contact center Quality Monitoring technology spending by size-band 44
CONTACT CENTER SWITCH DEPENDENT SOFTWARE TECHNOLOGY SPENDING 46
CALA contact center Switch-dependent technology spending by vertical 46
CALA Contact center Switch-dependent technology spending by size-band 49
CONTACT CENTER SWITCH-INDEPENDENT TECHNOLOGY SPENDING 51
CALA contact center Switch-independent technology spending by vertical 51
CALA contact center Switch-independent technology spending by size-band 54
CONTACT CENTER WORKFORCE MANAGEMENT TECHNOLOGY SPENDING 56
CALA contact center Workforce Management technology spending by vertical 56
CALA 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 CALA, 2005 – 2010 10

Table 3: In house and outsourced agent positions in CALA, 2005 – 2010 12

Table 4: Agent positions in CALA by vertical market, 2005 – 2010 14

Table 5: Agent positions in CALA by size-band, 2005 – 2010 16

Table 6: Agent positions in CALA by telephony end-point, 2005 – 2010 18

Table 7: Agent positions in CALA by technology location, 2005 – 2010 20

Table 8: CALA contact center technology spending by application, 2005 – 2010 22

Table 9: CALA contact center technology spending by vertical market, 2005 – 2010 24

Table 10: CALA contact center technology spending by size-band, 2005 – 2010 26

Table 11: CALA contact center Inbound hardware technology spending by vertical market, 2005 – 2010 28

Table 12: CALA contact center Inbound hardware technology spending by size-band, 2005 – 2010 31

Table 13: CALA contact center Non-switch software technology spending by vertical market, 2005 – 2010 33

Table 14: CALA contact center Non-switch software technology spending by size-band, 2005 – 2010 36

Table 15: CALA contact center Outbound technology spending by vertical market, 2005 – 2010 38

Table 16: CALA contact center Outbound technology spending by size-band, 2005 – 2010 40

Table 17: CALA contact center Quality Monitoring technology spending by vertical market, 2005 – 2010 42

Table 18: CALA contact center Quality Monitoring technology spending by size-band, 2005 – 2010 45

Table 19: CALA contact center Switch-dependent technology spending by vertical market, 2005 – 2010 47

Table 20: CALA contact center Switch-dependent technology spending by size-band, 2005 – 2010 50

Table 21: CALA contact center Switch-independent technology spending by vertical market, 2005 – 2010 52

Table 22: CALA contact center Switch-independent technology spending by size-band, 2005 – 2010 55

Table 23: CALA contact center Workforce Management technology spending by vertical market, 2005 – 2010 57

Table 24: CALA contact center Workforce Management technology spending by size-band, 2005 – 2010 60
Figure 1: Contact centers and agent positions in CALA, 2005 – 2010 9
Figure 2: In house and outsourced agent positions in CALA, 2005 – 2010 11
Figure 3: Agent positions in CALA by vertical market, 2005 & 2010 13
Figure 4: Agent positions in CALA by size-band, 2005 & 2010 15
Figure 5: Agent positions in CALA by telephony end-point, 2005 – 2010 17
Figure 6: Agent positions in CALA by technology location, 2005 – 2010 19
Figure 7: CALA contact center technology spending by application, 2005 – 2010 21
Figure 8: CALA contact center technology spending by vertical market, 2005 & 2010 23
Figure 9: CALA contact center technology spending by size-band, 2005 & 2010 25
Figure 10: CALA contact center Inbound hardware technology spending by vertical market, 2005 & 2010 27
Figure 11: CALA contact center Inbound hardware technology spending by size-band, 2005 & 2010 30
Figure 12: CALA contact center Non-switch software technology spending by vertical market, 2005 & 2010 32
Figure 13: CALA contact center Non-switch software technology spending by size-band, 2005 & 2010 35
Figure 14: CALA contact center Outbound technology spending by vertical market, 2005 & 2010 37
Figure 15: CALA contact center Outbound technology spending by size-band, 2005 & 2010 39
Figure 16: CALA contact center Quality Monitoring technology spending by vertical market, 2005 & 2010 41
Figure 17: CALA contact center Quality Monitoring technology spending by size-band, 2005 & 2010 44
Figure 18: CALA contact center Switch-dependent technology spending by vertical market, 2005 & 2010 46
Figure 19: CALA contact center Switch-dependent technology spending by size-band, 2005 & 2010 49
Figure 20: CALA contact center Switch-independent technology spending by vertical market, 2005 & 2010 51
Figure 21: CALA contact center Switch-independent technology spending by size-band, 2005 & 2010 54
Figure 22: CALA contact center Workforce Management technology spending by vertical market, 2005 & 2010 56
Figure 23: CALA contact center Workforce Management technology spending by size-band, 2005 & 2010 59
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