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Selling Contact Center Technology in Asia Pacific (Market Focus)*ATA Members only 20% Discount
Published: 5/26/2006
Category: Contact Center Markets and Technologies
Description: The expansion in demand for products and services in Asia Pacific, combined with the increase in offshoring, will lead to the expansion of APs in the region. The brief describes how contact center vendors can exploit this unique growth opportunity and the issues they will need to take heed of.
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Reference Code: BFTC1256
North Africa: Profiting from emerging and existing markets *ATA Members only 20% Discount
Published: 5/26/2006
Category: Contact Center Outsourcing and Services
Description: The brief analyzes the current state of the North Africa's outsourcing industry. The key business strategies for profiting in this market are outlined as well as challenges facing the industry.
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Reference Code: BFTC1260
Selling Contact Center Technology in Central and Eastern Europe *ATA Members only 20% Discount
Published: 5/5/2006
Category: Contact Center Markets and Technologies
Description: The expansion in demand for products and services in Central and Eastern Europe, combined with the increase in offshoring, will lead to the expansion of APs in the region. The brief describes how contact center vendors can exploit this unique growth opportunity and the issues they will need to take heed of.
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Reference Code: BFTC1258
Information provision and transactional speech applications *ATA Members only 20% Discount
Published: 5/5/2006
Category: Voice Business
Description: As the value of speech shifts further up the value chain stack, speech applications will become the most important aspect of a speech solution. Solution sales will be heavily dictated by the availability and functionality of certain speech applications. Vendors will need to target resources by application and vertical in order to generate profitable revenue growth in the voice business market.
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Reference Code: BFTC1413
Selling Contact Center Technology to the Financial Services Sector *ATA Members only 20% Discount
Published: 5/4/2006
Category: Contact Center Markets and Technologies
Description: The lion's share of contact center spending has mostly come from the financial services industry. Yet, global financial sector spend will increase at a rate of 3.5% from '04 to '09 and this spending pattern will be concentrated in North America and EMEA. This brief looks at how vendors can capitalize on this in a mature market.
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Reference Code: BFTC1320
Understanding Opportunities in Speech Analytics (Market Focus)*ATA Members only 20% Discount
Published: 5/4/2006
Category: Voice Business
Description: Speech analytics is moving from a tool for governmental intelligence work to a commercially viable proposition in customer service.
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Reference Code: BFTC1411
Global Contact Centers H1 2006 (Interactive Model)*ATA Members only 20% Discount
Published: 4/25/2006
Category: Contact Center Markets and Technologies
Description: Global Contact Center Model 2006
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Price: $12,000.00
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Reference Code: IMTC0021
Central and Eastern Europe: Chasing New Opportunities (Market Focus)*ATA Members only 20% Discount
Published: 4/25/2006
Category: Contact Center Outsourcing and Services
Description: This brief analyzes the current state of the Central and Eastern European outsourcing industry. The key business strategies for profiting in this market are outlined as well as challenges facing the industry.
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Reference Code: BFTC1259
Speech Applications (Interactive Model)*ATA Members only 20% Discount
Published: 4/25/2006
Category: Voice Business
Description: A model of the global market for speech applications. It sizes total spending on speech application development, licenses and maintenance and support. Data is provided for the different types of speech applications and functions, as well as vertical markets.
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Reference Code: IMTC0023
Speech Analytics (Interactive Model)*ATA Members only 20% Discount
Published: 4/25/2006
Category: Voice Business
Description: A model of the global market for speech analytics technology. It covers spending across vertical markets and segments across all global regions.
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Reference Code: IMTC0022
Profiting from Contact Management Speech Applications *ATA Members only 20% Discount
Published: 4/25/2006
Category: Voice Business
Description: As the value of speech shifts further up the value chain stack, speech applications will become the most important aspect of a speech solution. Solution sales will be heavily dictated by the availability and functionality of certain speech applications. Vendors will need to target resources by application and vertical in order to generate profitable revenue growth in the voice business market.
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Reference Code: BFTC1344
Speech Analytics 101 (Market Focus)*ATA Members only 20% Discount
Published: 4/25/2006
Category: Voice Business
Description: Speech analytics is moving from a tool for governmental intelligence work to a commercially viable proposition in customer service.
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Reference Code: BFTC1342
Contact Center Outsourcing in Canada, India, Mexico and the Philippines *ATA Members 20% Discount
Published: 4/21/2006
Category: Contact Center Outsourcing and Services
Description: Statistical and graphic description of India, Canada, Mexico and the Philippines from the perspective of contact center outsourcing.
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Price: $1,036.00
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Reference Code: DMTC1227
End-user attitudes to speech self-service in Western Europe*ATA Members only 20% Discount
Published: 4/21/2006
Category: Voice Business
Description: Datamonitor has conducted a Western European survey focused exclusively on the perception, adoption and use of speech solutions in the enterprise. The sample population for the study consists of 100 contact center managers and IT decision makers. Information gathered from these studies will help businesses make more informed decisions in strategy, direction and product development.
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Price: $2,716.00
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Reference Code: DMTC1188
End-user attitudes to speech self-service in North America*ATA Members only 20% Discount
Published: 4/21/2006
Category: Voice Business
Description: Datamonitor has conducted a North American survey focused exclusively on the perception, adoption and use of speech solutions in the enterprise. The sample population for the study consists of 100 contact center managers and IT decision makers. Information gathered from these studies will help businesses make more informed decisions in strategy, direction and product development.
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Reference Code: DMTC1187
Mexico: A solution for the US Hispanic market? (Market Focus)*ATA Members only 20% Discount
Published: 4/10/2006
Category: Contact Center Outsourcing and Services
Description: The implications of using Mexico as a contact center location of choice for Spanish-speaking Americans.
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Reference Code: BFTC1270
Contact Centers and the Public Sector*ATA Members only 20% Discount
Published: 3/23/2006
Category: Contact Center Markets and Technologies
Description: The public sector is the fastest growing global contact center vertical market. Yet, the public sector is a difficult market to address due to budget constraints and the preference to engage with experienced public sector vendors. This brief explores and provides strategic and tactical initiatives to guide vendors in this evolving market.
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Reference Code: BFTC1255
Selling Canada as a nearshore option*ATA Members only 20% Discount
Published: 3/23/2006
Category: Contact Center Outsourcing and Services
Description: This report analyzes Canada from the perspective of US outsourcing investment. The key challenges facing Canada's outsourcing industry are outlined as well as competitive strategies for profiting in this increasingly mature market.
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Reference Code: BFTC1268
Contact center outsourcing global interactive model*ATA Members only 20% Discount
Published: 3/10/2006
Category: Contact Center Outsourcing and Services
Description: A vertically focused interactive model that provides forecasts for all major contact center outsourcing markets.
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Price: $16,000.00
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Reference Code: IMTC0014
Alternative Hosted US Contact Center Providers*ATA Members only 20% Discount
Published: 3/8/2006
Category: Contact Center Markets and Technologies
Description: It is anticipated that the US hosted contact center agent positions will grow by 53% from 04 - 09. This trend is driven mainly by the low end, providing an argument for service providers to adopt an on-demand go-to-market strategy. Also, a new breed of service provider, who have built their own networks and applications, have entered the market to quench the growing thirst in on-demand solutions
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Reference Code: BFTC1254
Manoeuvrability within the US SMB Contact Center space*ATA Members only 20% Discount
Published: 1/6/2006
Category: Contact Center Markets and Technologies
Description: A bird’s-eye view of the US market illustrates that it is the highest spending country in the world for contact center technologies, yet this spending pattern is disjointed as the number of contact centers is declining.
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Reference Code: BFTC1167
Voice Business in Canada*ATA Members only 20% Discount
Published: 1/4/2006
Category: Voice Business
Description: The Canadian market for IVR is growing, largely driven by speech. Hosted and premise-based managed services, services and consulting and application development are all strong growth areas. However, many firms are still hesitant or uninformed about the benefits of speech, and vendors need to work to widen the market and build on existing momentum.
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Reference Code: BFTC1246
Voice Business Model*ATA Members only 20% Discount
Published: 1/4/2006
Category: Voice Business
Description: A model of the global voice business market covering technology spending across all components of the value chain. Data is provided for 4 geographic regions and 5 technology components.
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Price: $20,000.00
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Reference Code: IMTC0009
Profiting from the Changing Tools Market for Speech Applications*ATA Members only 20% Discount
Published: 12/29/2005
Category: Voice Business
Description: The times are a changin' in the IVR landscape. Enterprise and service provider infrastructures are shifting away from legacy telephony architectures to more flexible web services deployment models. This is helping drive change in IVR investment philosophy.
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Price: $1,836.00
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Reference Code: DMTC1109
Consulting and Systems Integration in Voice Business*ATA Members only 20% Discount
Published: 12/29/2005
Category: Voice Business
Description: Globally, the advent of speech is driving the demand for services in IVR. Clients are looking to consultancies and vendors to help them take advantage of the broader possibilities in self-service which speech offers. For companies able to establish a reputation, consulting is a gateway to larger contracts for IVR solutions as well as a revenue opportunity in itself.
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Price: $2,396.00
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Reference Code: DMTC1180
Profiting from Contact Center Outsourcing in Botswana*ATA Members only 20% Discount
Published: 11/25/2005
Category: Contact Center Outsourcing and Services
Description: The Botswana contact center industry aims to provide investors with contact center services at a lower cost than those found in established offshore locations. Botswana's political and economic stability are compelling, but challenges related to high telco costs and scalability also exist.
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Reference Code: BFTC1243
Czech Contact Centers In The Spotlight*ATA Members only 20% Discount
Published: 11/25/2005
Category: Contact Center Outsourcing and Services
Description: The Czech nearshore contact center market continues to grow, providing offshore investors with contact center services at a lower cost than those found in Western Europe. Investors across verticals in the UK and German-speaking nations have been quick to use Czech services, and evidence suggests that this trend is set to continue.
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Reference Code: BFTC1244
Video Contact Centers*ATA Members only 20% Discount
Published: 11/14/2005
Category: Contact Center Markets and Technologies
Description: In an era when a company strives for 100% customer satisfaction, the contact center has become the first port of call for many consumers. Organizations enhancing its customer relationship are rewarded with retention and loyalty. Video-calling, whilst not a new concept, is starting to become more in vogue; the growth in 3G telephony and in IP networks have aided in this development.
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Reference Code: BFTC1242
European Telcos and Contact Center Offerings*ATA Members only 20% Discount
Published: 10/20/2005
Category: Contact Center Markets and Technologies
Description: Telcos have traditionally offered a variety of contact center services; these have complemented their core competency: managing copper networks and the products/services that could easily be operated through them. Deregulation of the European telecoms industry and the rise in the use of sophisticated CRM technologies means the provision of contact center solutions has become more competitive.
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Price: $2,716.00
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Reference Code: DMTC1178
Selling offshore outsourced CC services to the health care industry*ATA Members only 20% Discount
Published: 10/20/2005
Category: Contact Center Outsourcing and Services
Description: The health care industry is currently a small market for offshore outsourcing. However, with the industry coming to terms with cost rationalization, the opportunity to sell BPO services has never been greater. This brief describes the pain points that the industry is suffering, and describes how outsourcers can exploit this unique opportunity.
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Reference Code: BFTC1247
IP Contact Centers to 2009*ATA Members only 20% Discount
Published: 9/19/2005
Category: Contact Center Markets and Technologies
Description: Companies are increasingly moving to the IP contact center, taking advantage of the IP network to become more flexible and realize infrastructure cost savings. This brief provides an updated set of contact center IP market numbers and identifies the key trends that are driving the IP contact center market growth.
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Reference Code: BFTC1170
Contact Center Outsourcing in the US*ATA Members only 20% Discount
Published: 9/14/2005
Category: Contact Center Outsourcing and Services
Description: Boundaries separating contact center providers from other business process outsourcers are dissolving as the market enters a second stage of maturity. The major market sectors are saturated, and competition is driving firms to invade each others' territories. Outsourcers will be forced to reinvent themselves as the market contracts through 2009.
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Reference Code: DMTC1107
Best Practices in Deploying Speech in the Contact Center*ATA Members only 20% Discount
Published: 9/5/2005
Category: Voice Business
Description: This brief provides a framework of best practices in deploying speech in the contact center. Due to the diversity of businesses, best practices will differ from one contact center to another. However, adhering to the 10 basic guidelines will help business managers develop their own best practices, resulting in galvanized processes, improved benchmark performance and a better customer experience.
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Reference Code: BFTC1250
Attitudes to managed and hosted CC srvs in N. America and Western Europe*ATA Members 20% Discount
Published: 9/2/2005
Category: Contact Center Markets and Technologies
Description: This study, based on a survey of 406 contact center decision markers, analyzes the end-user attitudes to managed and hosted contact center services in North America and Western Europe. It covers a number of topics, including technology penetration, main market drivers and barriers to the uptake of hosted contact center services, preferred hosted services providers and pricing models.
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Reference Code: DMTC1145
Call Center Outsourcing in Western Europe*ATA Members only 20% Discount
Published: 8/19/2005
Category: Contact Center Outsourcing and Services
Description: The Western European outsourcing market displays both signs of maturity and rapid development. This report covers the six core countries across ten vertical industries identifying the key trends, opportunities and risks for vendors in this space. Datamonitor expects significant growth in spite of the current focus on offshoring customer service.
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Reference Code: DMTC1106
Contact Center Component Technologies 2005*ATA Members only 20% Discount
Published: 7/15/2005
Category: Contact Center Markets and Technologies
Description: This is Datamonitor's core report analyzing the global market for inbound and outbound contact center routing technology.
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Reference Code: DMTC1134
Remote Workers in the Contact Center*ATA Members only 20% Discount
Published: 7/13/2005
Category: Contact Center Markets and Technologies
Description: The brief provides an assessment of remote workers market in the contact center. It identifies the key business drivers, technology enablers and barriers to remote workers growth and assesses the opportunities currently available to technology vendors.
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Reference Code: BFTC1169
The Global Offshore Cost Assessment - Beyond Wages
*ATA Members only 20% Discount
Published: 7/13/2005
Category: Contact Center Outsourcing and Services
Description: Offshore investors focus on the savings made by moving operations abroad but hidden costs and other risks can complicate this decision. This report compares and contrasts traditional and emerging offshore and nearshore locations.
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Reference Code: DMTC1108
Voice as a Service: Understanding trends in hosted speech
*ATA Members only 20% Discount
Published: 7/12/2005
Category: Voice Business
Description: The relatively high costs of speech have deterred many businesses from investment. As a result, a number of these businesses have looked to hosting to leverage the benefits of speech without having to put forward the heavy upfront costs for a speech solution. For these businesses the hosted model minimizes cost, time and risk for speech application development, tuning and expansion.
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Reference Code: DMTC1111
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