Contact centers in Argentina

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
The expansion in demand for products and services in Asia, Eastern Europe, Latin America, the Middle East and Africa, combined with the increase in offshoring, will lead to the creation of four times as many new agent positions in developing markets over the next four years as in developed markets. Vendors will need to carefully target resources by country and vertical market in order to generate profitable revenue growth.
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OVERVIEW 1
Catalyst 1
Summary 1
Definitions 2
AGENT POSITIONS 9
Contact Centers and Agent Positions in Argentina 9
In-house and Outsourced Agent Positions in Argentina 11
Agent positions in Argentina by vertical market 13
Agent positions in Argentina by size-band 15
Agent positions in Argentina by telephony end-point 17
Agent positions in Argentina by technology location 19
TECHNOLOGY SPENDING 21
Argentina contact center technology spending by application 21
Argentina contact center technology spending by vertical 23
Argentina contact center technology spending by size-band 25
CONTACT CENTER INBOUND HARDWARE TECHNOLOGY SPENDING 27
Argentina contact center Inbound hardware technology spending by vertical 27
Argentina contact center Inbound hardware technology spending by size-band 30
CONTACT CENTER NON-SWITCH SOFTWARE TECHNOLOGY SPENDING 32
Argentina contact center Non-switch software technology spending by vertical 32
Argentina contact center Non-switch software technology spending by size-band 35
CONTACT CENTER OUTBOUND TECHNOLOGY SPENDING 37
Argentina contact center Outbound technology spending by vertical 37
Argentina contact center Outbound technology spending by size-band 40
CONTACT CENTER QUALITY MONITORING TECHNOLOGY SPENDING 42
Argentina contact center Quality Monitoring technology spending by vertical 42
Argentina contact center Quality Monitoring technology spending by size-band 45
CONTACT CENTER SWITCH DEPENDENT SOFTWARE TECHNOLOGY SPENDING 47
Argentina contact center Switch-dependent technology spending by vertical 47
Argentina Contact center Switch-dependent technology spending by size-band 50
CONTACT CENTER SWITCH-INDEPENDENT TECHNOLOGY SPENDING 52
Argentina contact center Switch-independent technology spending by vertical 52
Argentina contact center Switch-independent technology spending by size-band 55
CONTACT CENTER WORKFORCE MANAGEMENT TECHNOLOGY SPENDING 57
Argentina contact center Workforce Management technology spending by vertical 57
Argentina contact center Workforce Management technology spending by size-band 60
APPENDIX 62
Further reading 62
Ask the analyst 62
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Table 1: Contact Center definitions 2

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Table 16: Argentina contact center Outbound technology spending by size-band, 2005 – 2010 41

Table 17: Argentina contact center Quality Monitoring technology spending by vertical market, 2005 – 2010 43

Table 18: Argentina contact center Quality Monitoring technology spending by size-band, 2005 – 2010 46

Table 19: Argentina contact center Switch-dependent technology spending by vertical market, 2005 – 2010 48

Table 20: Argentina contact center Switch-dependent technology spending by size-band, 2005 – 2010 51

Table 21: Argentina contact center Switch-independent technology spending by vertical market, 2005 – 2010 53

Table 22: Argentina contact center Switch-independent technology spending by size-band, 2005 – 2010 56

Table 23: Argentina contact center Workforce Management technology spending by vertical market, 2005 – 2010 58

Table 24: Argentina contact center Workforce Management technology spending by size-band, 2005 – 2010 61
Figure 1: Contact centers and agent positions in Argentina, 2005 – 2010 9
Figure 2: In house and outsourced agent positions in Argentina, 2005 – 2010 11
Figure 3: Agent positions in Argentina by vertical market, 2005 & 2010 13
Figure 4: Agent positions in Argentina by size-band, 2005 & 2010 15
Figure 5: Agent positions in Argentina by telephony end-point, 2005 – 2010 17
Figure 6: Agent positions in Argentina by technology location, 2005 – 2010 19
Figure 7: Argentina contact center technology spending by application, 2005 – 2010 21
Figure 8: Argentina contact center technology spending by vertical market, 2005 & 2010 23
Figure 9: Argentina contact center technology spending by size-band, 2005 & 2010 25
Figure 10: Argentina contact center Inbound hardware technology spending by vertical market, 2005 & 2010 27
Figure 11: Argentina contact center Inbound hardware technology spending by size-band, 2005 & 2010 30
Figure 12: Argentina contact center Non-switch software technology spending by vertical market, 2005 & 2010 32
Figure 13: Argentina contact center Non-switch software technology spending by size-band, 2005 & 2010 35
Figure 14: Argentina contact center Outbound technology spending by vertical market, 2005 & 2010 37
Figure 15: Argentina contact center Outbound technology spending by size-band, 2005 & 2010 40
Figure 16: Argentina contact center Quality Monitoring technology spending by vertical market, 2005 & 2010 42
Figure 17: Argentina contact center Quality Monitoring technology spending by size-band, 2005 & 2010 45
Figure 18: Argentina contact center Switch-dependent technology spending by vertical market, 2005 & 2010 47
Figure 19: Argentina contact center Switch-dependent technology spending by size-band, 2005 & 2010 50
Figure 20: Argentina contact center Switch-independent technology spending by vertical market, 2005 & 2010 52
Figure 21: Argentina contact center Switch-independent technology spending by size-band, 2005 & 2010 55
Figure 22: Argentina contact center Workforce Management technology spending by vertical market, 2005 & 2010 57
Figure 23: Argentina contact center Workforce Management technology spending by size-band, 2005 & 2010 60
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