Contact Center Markets and Technologies Databook for China

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.
[Studien Infos ausblenden]

OVERVIEW 1
Catalyst 1
Summary 1
Definitions 2
AGENT POSITIONS 9
Contact Centers and Agent Positions in China 9
In-house and Outsourced Agent Positions in China 11
Agent positions in China by vertical market 13
Agent positions in China by size-band 15
Agent positions in China by telephony end-point 17
Agent positions in China by technology location 19
TECHNOLOGY SPENDING 21
China contact center technology spending by application 21
China contact center technology spending by vertical 23
China contact center technology spending by size-band 25
CONTACT CENTER INBOUND HARDWARE TECHNOLOGY SPENDING 27
China contact center Inbound hardware technology spending by vertical 27
China contact center Inbound hardware technology spending by size-band 30
CONTACT CENTER NON-SWITCH SOFTWARE TECHNOLOGY SPENDING 32
China contact center Non-switch software technology spending by vertical 32
China contact center Non-switch software technology spending by size-band 35
CONTACT CENTER OUTBOUND TECHNOLOGY SPENDING 37
China contact center Outbound technology spending by vertical 37
China contact center Outbound technology spending by size-band 39
CONTACT CENTER QUALITY MONITORING TECHNOLOGY SPENDING 41
China contact center Quality Monitoring technology spending by vertical 41
China contact center Quality Monitoring technology spending by size-band 43
CONTACT CENTER SWITCH DEPENDENT SOFTWARE TECHNOLOGY SPENDING 45
China contact center Switch-dependent technology spending by vertical 45
China Contact center Switch-dependent technology spending by size-band 48
CONTACT CENTER SWITCH-INDEPENDENT TECHNOLOGY SPENDING 50
China contact center Switch-independent technology spending by vertical 50
China contact center Switch-independent technology spending by size-band 53
CONTACT CENTER WORKFORCE MANAGEMENT TECHNOLOGY SPENDING 55
China contact center Workforce Management technology spending by vertical 55
China contact center Workforce Management technology spending by size-band 58
APPENDIX 60
Further reading 60
Ask the analyst 60
[Inhaltsverzeichnis ausblenden]

Table 1: Contact Center definitions 2

Table 2: Contact centers and agent positions in China, 2005 – 2010 10

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Table 18: China contact center Quality Monitoring technology spending by size-band, 2005 – 2010 44

Table 19: China contact center Switch-dependent technology spending by vertical market, 2005 – 2010 46

Table 20: China contact center Switch-dependent technology spending by size-band, 2005 – 2010 49

Table 21: China contact center Switch-independent technology spending by vertical market, 2005 – 2010 51

Table 22: China contact center Switch-independent technology spending by size-band, 2005 – 2010 54

Table 23: China contact center Workforce Management technology spending by vertical market, 2005 – 2010 56

Table 24: China contact center Workforce Management technology spending by size-band, 2005 – 2010 59
Figure 1: Contact centers and agent positions in China, 2005 – 2010 9
Figure 2: In house and outsourced agent positions in China, 2005 – 2010 11
Figure 3: Agent positions in China by vertical market, 2005 & 2010 13
Figure 4: Agent positions in China by size-band, 2005 & 2010 15
Figure 5: Agent positions in China by telephony end-point, 2005 – 2010 17
Figure 6: Agent positions in China by technology location, 2005 – 2010 19
Figure 7: China contact center technology spending by application, 2005 – 2010 21
Figure 8: China contact center technology spending by vertical market, 2005 & 2010 23
Figure 9: China contact center technology spending by size-band, 2005 & 2010 25
Figure 10: China contact center Inbound hardware technology spending by vertical market, 2005 & 2010 27
Figure 11: China contact center Inbound hardware technology spending by size-band, 2005 & 2010 30
Figure 12: China contact center Non-switch software technology spending by vertical market, 2005 & 2010 32
Figure 13: China contact center Non-switch software technology spending by size-band, 2005 & 2010 35
Figure 14: China contact center Outbound technology spending by vertical market, 2005 & 2010 37
Figure 15: China contact center Outbound technology spending by size-band, 2005 & 2010 39
Figure 16: China contact center Quality Monitoring technology spending by vertical market, 2005 & 2010 41
Figure 17: China contact center Quality Monitoring technology spending by size-band, 2005 & 2010 43
Figure 18: China contact center Switch-dependent technology spending by vertical market, 2005 & 2010 45
Figure 19: China contact center Switch-dependent technology spending by size-band, 2005 & 2010 48
Figure 20: China contact center Switch-independent technology spending by vertical market, 2005 & 2010 50
Figure 21: China contact center Switch-independent technology spending by size-band, 2005 & 2010 53
Figure 22: China contact center Workforce Management technology spending by vertical market, 2005 & 2010 55
Figure 23: China contact center Workforce Management technology spending by size-band, 2005 & 2010 58
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