Contact Center Markets and Technologies Targeting Growth in Developing Markets: APAC, CEE, CALA

A Datamonitor report Contact Center Markets and Technologies Targeting Growth in Developing Markets: APAC, CEE, CALA Challenges and opportunities of the offshore markets Published: Jul-06 Product Code: Providing you with: An overview of the Asia Pacific contact center market and the main drivers and trends affecting the market An overview of the Central and Eastern European contact center market and the main drivers and trends affecting this market Use this report to... To understand the market opportunity for contact center technology in the offshore and nearshore contact center markets An overview of the Central and Latin American contact center market and describes how contact center vendors can succeed in this market An overview of the established and emerging offshore outsourcing markets www.datamonitor.com/technology

Contact Center Markets and Technologies Targeting Growth in Developing Markets: APAC, CEE, CALA Introduction This report combines all the briefs from the targeting growth in developing markets theme for Quarter 1, 2006. The market focus briefs provide an overview of drivers and trends across the developing contact center markets, while the strategy focus brief provides an overview of established and emerging offshore outsourcing markets. The four components of the contact center markets and technologies theme analyze the rapidly growing center markets in APAC, CALA and CEE and discuss the challenges and opportunities these markets present to contact center technology vendors. Selling Contact Center Technology in Asia-Pacific (Market Focus) Selling Contact Center Technology in Central and Eastern Europe (Market Focus) Selling Contact Center Technology in Central and Latin America (Market Focus) Contact Center Technology for the Offshore Market (Strategy Focus) Key findings and highlights By 2009 Asia Pacific will account for 20 per cent of global agent population. By 2009 the CEE market will be worth $246.5 million to contact center technology vendors. The CALA market will be worth $418 million to technology vendors in 2009. Reasons to buy To understand the market opportunity for contact center technology in the offshore and nearshore contact center markets To understand the technology trends that will be seen in these markets over the coming years To understand the market opportunity in developing contact center markets Contact us...

www.datamonitor.com/technology Sample pages from the report Contact Center Markets and Technologies - Targeting Growth in Developing Markets: APAC, CEE, CALA, MEA (Review Report) SELLING CONTACT CENTER TECHNOLOGY IN CENTRAL AND LATIN AMERICA (MARKET FOCUS) Summary The brief provides an overview of the Central and Latin American contact center market arena and describes how contact center vendors can succeed in this growing market. The key market issues covered in the brief are: The robust growth of the contact center market in the region presents a great opportunity for vendors; The market will be worth $418 million to technology vendors in 2009. The robust growth of the contact center market presents a great opportunity for vendors Contact Center Markets and Technologies - The contact center market in Central and Latin America is growing at a robust compound annual growth rate of 13.9%, Targeting Growth in Developing Markets: APAC, compared with 5.0% and -0.3% in EMEA and North America respectively. In fact, the Central and Latin American contact CEE, CALA, MEA (Review Report) center market will be the fastest growing in the world between 2004 and 2009. The number of agent positions (APs) in Latin America will reach 680,000 by 2009, as indicated in Table 9. Brazil and Mexico represent the biggest markets, currently accounting for 80% of total agent positions in the region. SELLING CONTACT CENTER TECHNOLOGY IN CENTRAL AND EASTERN EUROPE (MARKET FOCUS) Table 9: Total agent positions in Central and Latin America segmented by country, 2004-2009 2004 2005 2006 2007 2008 2009 CAGR Summary Argentina 20 27 33 36 38 45 17.6% Brazil 206 261 293 329 358 376 12.8% The brief provides an overview of the Central and Eastern European contact center market and the main drivers and trends Chile 18 23 27 31 33 35 15.0% Columbia 19 26 30 34 affecting 35 this market. 35 13.3% Mexico 82 106 121 138 154 168 15.5% Key issues examined in the brief are: Peru 8 10 12 13 14 15 15.0% CEE region represents a unique opportunity for contact center vendors in a slowing global market; Grand Total 354 456 521 587 636 680 13.9% By 2009 the CEE market will be worth $246.5 million to contact center technology vendors; Source: Datamonitor D A T A M O N I T O R Contact Center Markets and Technologies - The greatest opportunity lies in Financial Services, Outsourcing, Communications and SMEs; Targeting Growth in Developing Markets: APAC, Vendors should be careful since the CEE market has some risks; CEE, CALA, MEA (Review Report) The majority of growth in those countries will come from the outsourcing, financial services To and overcome communications the drawbacks sectors. and profit from the growth, sales strategies must be formed very carefully. This growth will be driven by increased competition in those segments brought about by economic liberalization and SELLING CONTACT CENTER TECHNOLOGY IN ASIA PACIFIC (MARKET FOCUS) privatization, and the consequent initiatives to improve customer service CEE and represents reduce operating a costs. unique In addition, opportunity the for contact center vendors in a slowing global market The contact center market in Central and Eastern Europe continues to experience a robust growth rate Summary Contact Center Markets and Technologies Targeting Growth in Developing Markets: The contact center / Published market 07/2006 in Central and Eastern Europe continues to experience a robust growth rate. As indicated in Table 5, the number of agent positions (APs) in this market is expected to grow at a compound The brief provides annual growth an overview rate (CAGR) of the Asia Pacific contact center market and the main drivers and trends affecting the APAC, CALA, MEA (Review Report) of 11.4%, which is 5.7% greater than the EMEA average. Datamonitor estimates that market. the number Key issues of APs examined Central in the and brief are: Datamonitor. This brief is a licensed product and is not to be photocopied Eastern Europe will grow from Page 180,000 31 in 2004 to 308,800 by 2009 - nearly doubling in size. As Table 5 illustrates, the vast majority of APs will come from Russia and Poland, mainly due to the large populations in By those 2009 countries. Asia Pacific The will most account for 20% of global agent population; aggressive growth in the number of APs will be seen in the Baltic countries due to the ongoing The commercial Asia Pacific liberalization market is a myriad of diverse markets; and growth in demand for nearshoring services from Scandinavian markets. One size fits all strategy will not work for the Asia Pacific region. By 2009 Asia Pacific will account for 20% of global agent population Figure 1: ASIA PACIFIC agent positions as a proportion of global total APs 25% 20% Contact Center Markets and Technologies Targeting Growth in Developing Markets: 15% / Published 07/2006 APAC, CALA, MEA (Review Report) Datamonitor. This brief is a licensed product and is not to be photocopied 10% Page 21 5% 0% 2004 2005 2006 2007 2008 2009 Source: Datamonitor D A T A M O N I T O R Contact Center Markets and Technologies Targeting Growth in Developing Markets: / Published 07/2006 APAC, CALA, MEA (Review Report) Datamonitor. 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Contact Center Markets and Technologies Targeting Growth in Developing Markets: APAC, CEE, CALA Table of contents DATAMONITOR VIEW CATALYST SUMMARY METHODOLOGY EXECUTIVE SUMMARY Introduction Selling Contact Center Technology in Asia Pacific (Market Focus) Selling Contact Center Technology in Central and Eastern Europe (Market Focus) Selling Contact Center Technology in Central and Latin America (Market Focus) Contact Center Technology for the Offshore Market (Strategy Focus) Contact Centers in APAC (Databook) Contact Centers in EMEA (Databook) Contact Centers in CALA (Databook) SELLING CONTACT CENTER TECHNOLOGY IN ASIA PACIFIC (MARKET FOCUS) Summary By 2009 Asia Pacific will account for 20% of global agent population - Outsourcing, Financial Services and Communications will account for 6 out 10 APs in the region - Large contact centers account for the bulk of APs in Asia Pacific The Asia Pacific market is a myriad of diverse markets - Australia and New Zealand closely mirror the North American and Western European markets - Japanese and South Korean markets are notoriously difficult to break into - The Indian contact center market services predominantly an offshore customer base - The growth potential of the domestic Chinese contact center market is immense - The Filipino market has the region's highest concentration of offshoring A 'one size fits all' strategy will not work in the Asia Pacific region SELLING CONTACT CENTER TECHNOLOGY IN CENTRAL AND EASTERN EUROPE (MARKET FOCUS) Summary CEE represents a unique opportunity for contact center vendors in a slowing global market - The contact center market in Central and Eastern Europe continues to experience a robust growth rate - A combination of several factors will drive the growth of APs in Central and Eastern Europe By 2009 the CEE market will be worth $246.5 million to contact center technology vendors The greatest opportunity lies in Financial Services, Outsourcing, Communications and SMEs - Financial Services leads the way - Outsourcing is also pivotal to growth in CEE - Deregulation and liberalization in the communications industry are key drivers for growth - Sizeband opportunities for vendors Vendors should be careful since the CEE market has some risks - Often large contact centers are just the result of a corporate initiative - The offshore sector of the market is quite saturated by "big brands" - Immature approach to technology - Further considerations for vendors to take heed of: To overcome drawbacks, sales strategies must be formed very carefully SELLING CONTACT CENTER TECHNOLOGY IN CENTRAL AND LATIN AMERICA (MARKET FOCUS) Summary The robust growth of the contact center market presents a great opportunity for vendors - Brazil sets the tone in the region - Outsourcing accounts for one third of the total agent population in the region - The revenue potential in the SME market is significant The market will be worth $418 million to technology vendors in 2009 - Voice still remains the dominant communication channel CONTACT CENTER TECHNOLOGY FOR THE OFFSHORE MARKET (STRATEGY FOCUS) Summary Contact us...

www.datamonitor.com/technology The offshore contact center market will grow driven by the persisent need to cut costs - The US and UK lead the way in offshore outsourcing their contact center operations - India, the Philippines and Canada are currently the biggest offshore outsourced markets Contact center outsourcing can take a number of forms - Full outsourcing is the most common scenario - Captive scenario is used only in the minority of cases - Mixed scenario is used by large companies looking to gain more control over their outsourcing process APAC will overtake North America in terms of outsourced technology spending by 2009 CONTACT CENTERS IN APAC (DATABOOK) Introduction - Definitions Contact Centers and Agent Positions in APAC In-house and Outsourced Agent Positions in APAC Agent positions in APAC by vertical market Agent positions in APAC by size-band Agent positions in APAC by telephony end-point Agent positions in APAC by technology location APAC contact center technology spending by application APAC contact center technology spending by vertical APAC contact center technology spending by sizeband APAC Inbound contact center hardware routing technology spending by vertical APAC Inbound contact center hardware routing technology spending by size-band APAC Inbound contact center software routing technology spending by vertical APAC Inbound contact center software routing technology spending by size-band APAC Outbound contact center technology spending by vertical APAC Outbound contact center technology spending by size-band APAC Contact center agent analytics technology spending by vertical APAC Contact center agent analytics technology spending by size-band APAC Contact center elearning technology spending by vertical APAC Contact center elearning technology spending by size-band APAC Contact center Quality Monitoring technology spending by vertical APAC Contact center Quality Monitoring technology spending by size-band APAC Contact center Workforce Management technology spending by vertical APAC Contact center Workforce Management technology spending by size-band CONTACT CENTERS IN EMEA (DATABOOK) Introduction - Definitions Contact Centers and Agent Positions in EMEA In-house and Outsourced Agent Positions in EMEA Agent positions in EMEA by vertical market Agent positions in EMEA by size-band Agent positions in EMEA by telephony end-point Agent positions in EMEA by technology location EMEA contact center Technology spending by application EMEA contact center Technology spending by vertical EMEA contact center Technology spending by size-band EMEA Inbound contact center hardware routing Technology spending by vertical EMEA Inbound contact center hardware routing Technology spending by size-band EMEA Inbound contact center software routing Technology spending by vertical EMEA Inbound contact center software routing Technology spending by size-band EMEA Outbound contact center Technology spending by vertical EMEA Outbound contact center Technology spending by size-band EMEA Contact center agent analytics Technology spending by vertical EMEA Contact center agent analytics Technology spending by size-band EMEA Contact center elearning Technology spending by vertical EMEA Contact center elearning Technology spending by size-band EMEA Contact center Quality Monitoring Technology spending by vertical EMEA Contact center Quality Monitoring Technology spending by size-band...by 2009 Asia Pacific will account for 20% of global agent population... Marianna Yakoubovska, Contact Center Markets and Technologies

Contact Center Markets and Technologies Targeting Growth in Developing Markets: APAC, CEE, CALA EMEA Contact center Workforce Management Technology spending by vertical EMEA Contact center Workforce Management Technology spending by size-band CONTACT CENTERS IN CALA (DATABOOK) Introduction - Definitions Contact Centers and Agent Positions in CALA In-house and Outsourced Agent Positions in CALA Agent positions in CALA by vertical market Agent positions in CALA by size-band Agent positions in CALA by telephony end-point Agent positions in CALA by technology location CALA contact center technology spending by application CALA contact center technology spending by vertical CALA contact center technology spending by sizeband CALA Inbound contact center hardware routing technology spending by vertical CALA Inbound contact center hardware routing technology spending by size-band APPENDIX TABLES Table 1: Total APs in Asia Pacific segmented by country (000s), 2004-2009 Table 2: Agent positions in Asia Pacific segmented by vertical market (000s), 2004-2009 Table 3: Asia Pacific telecommunication indicators, 2004 Table 4: Agent positions in Asia Pacific segmented sizeband (000s), 2004-2009 Table 5: Total APs in Central and Eastern Europe segmented by country (000s) Table 6: CEE technology revenues by application ($m), 2004-2009 Table 7: Agent positions in CEE segmented by vertical market (000s), 2004-2009 Table 8: Agent positions in CEE segmented by sizebands (000s), 2004-2009 Table 9: Total agent positions in Central and Latin America segmented by country, 2004-2009 Table 10: Central and Latin American outsourced agent positions, 2005-2010 Table 11: Central and Latin America contact center technology revenues, $m Table 12: Central and Latin America information and communication technology penetration, 2004 Table 13: Top 10 geographical markets served by offshore contact centers, 2005-2010 Table 14: Offshore APs as a proportion of total APs serving the market, 2005-2009 Table 15: Top 10 offshore outsourced destinations in terms of APs (000s), 2005-2010 Table 16: Outsourced contact centers technology spending by region ($m), 2004-2009 Table 17: Outsourced contact centers technology spending by region ($m), 2009 Table 18: Contact Center definitions Table 19: Contact centers and agent positions in APAC Table 20: In house and outsourced agent positions in APAC Table 21: Agent positions in APAC by vertical market Table 22: Agent positions in APAC by size-band Table 23: Agent positions in APAC by telephony end-point Table 24: Agent positions in APAC by technology location Table 25: APAC contact center technology spending by application Table 26: Contact Center Technology spending in APAC by vertical market Table 27: APAC contact center technology spending by size-band Table 28: Inbound contact center hardware routing Technology spending in APAC by vertical market Table 29: APAC Inbound contact center hardware routing technology spending by size-band Table 30: Inbound contact center software routing Technology spending in APAC by vertical market Table 31: APAC Inbound contact center software routing technology spending by size-band Table 32: Outbound contact center Technology spending in APAC by vertical market Contact us...

www.datamonitor.com/technology Table 33: APAC Outbound contact center technology spending by size-band Table 34: Contact center agent analytics Technology spending in APAC by vertical market Table 35: APAC Contact center agent analytics technology spending by size-band Table 36: Contact center elearning Technology spending in APAC by vertical market Table 37: APAC Contact center elearning technology spending by size-band Table 38: Contact center Quality Monitoring Technology spending in APAC by vertical market Table 39: APAC Contact center Quality Monitoring technology spending by size-band Table 40: Contact center Workforce Management Technology spending in APAC by vertical market Table 41: APAC Contact center Workforce Management technology spending by size-band Table 42: Contact Center definitions Table 43: Contact centers and agent positions in EMEA Table 44: In house and outsourced agent positions in EMEA Table 45: Agent positions in EMEA by vertical market Table 46: Agent positions in EMEA by size-band Table 47: Agent positions in EMEA by telephony end-point Table 48: Agent positions in EMEA by technology location Table 49: EMEA contact center Technology spending by application Table 50: Contact Center Technology spending in EMEA by vertical market Table 51: EMEA contact center Technology spending by size-band Table 52: Inbound contact center hardware routing Technology spending in EMEA by vertical market Table 53: EMEA Inbound contact center hardware routing Technology spending by size-band Table 54: Inbound contact center software routing Technology spending in EMEA by vertical market Table 55: EMEA Inbound contact center software routing Technology spending by size-band Table 56: Outbound contact center Technology spending in EMEA by vertical market Table 57: EMEA Outbound contact center Technology spending by size-band Table 58: Contact center agent analytics Technology spending in EMEA by vertical market Table 59: EMEA Contact center agent analytics Technology spending by size-band Table 60: Contact center elearning Technology spending in EMEA by vertical market Table 61: EMEA Contact center elearning Technology spending by size-band Table 62: Contact center Quality Monitoring Technology spending in EMEA by vertical market Table 63: EMEA Contact center Quality Monitoring Technology spending by size-band Table 64: Contact center Workforce Management Technology spending in EMEA by vertical market Table 65: EMEA Contact center Workforce Management Technology spending by size-band Table 66: Contact Center definitions Table 67: Contact centers and agent positions in CALA Table 68: In house and outsourced agent positions in CALA Table 69: Agent positions in CALA by vertical market Table 70: Agent positions in CALA by size-band Table 71: Agent positions in CALA by telephony end-point Table 72: Agent positions in CALA by technology location Table 73: CALA contact center technology spending by application Table 74: Contact Center Technology spending in CALA by vertical market Table 75: CALA contact center technology spending by size-band Table 76: Inbound contact center hardware routing Technology spending in CALA by vertical market...by 2009 the CEE market will be worth $246.5 million to contact center technology vendors... Marianna Yakoubovska, Contact Center Markets and Technologies

Contact Center Markets and Technologies Targeting Growth in Developing Markets: APAC, CEE, CALA Table 77: CALA Inbound contact center hardware routing technology spending by size-band FIGURES Figure 1: ASIA PACIFIC agent positions as a proportion of global total APs Figure 2: Agent positions in Asia Pacific segmented by vertical market (000s), 2004-2009 Figure 3: CEE technology revenues by application ($m), 2004-2009 Figure 4: Agent positions in CEE segmented by vertical market, 2004-2009 Figure 5: Central and Latin American outsourced agent positions, 2005-2010 Figure 6: Central and Latin America contact center technology revenues, $m Figure 7: Main offshore and nearshore locations for the major outsourcing customer markets, 2006 Figure 8: Top 10 offshore outsourced destinations in terms of APs, 2005-2010 Figure 9: Distributed contact center infrastructure Figure 10: Outsourced contact centers technology spending by region, 2004-2009 Figure 11: Contact centers and agent positions in APAC Figure 12: In house and outsourced agent positions in APAC Figure 13: Agent positions in APAC by vertical market 2004 & 2009 Figure 14: Agent positions in APAC by size-band 2004 & 2009 Figure 15: Agent positions in APAC by telephony end-point Figure 16: Agent positions in APAC by technology location Figure 17: APAC contact center technology spending by application Figure 18: Contact Center Technology spending in APAC by vertical market 2004 & 2009 Figure 19: APAC contact center technology spending by size-band 2004 & 2009 Figure 20: Inbound contact center hardware routing Technology spending in APAC by vertical market 2004 & 2009 Figure 21: APAC Inbound contact center hardware routing technology spending by size-band 2004 & 2009 Figure 22: Inbound contact center software routing Technology spending in APAC by vertical market 2004 & 2009 Figure 23: APAC Inbound contact center software routing technology spending by size-band 2004 & 2009 Figure 24: Outbound contact center Technology spending in APAC by vertical market 2004 & 2009 Figure 25: APAC Outbound contact center technology spending by size-band 2004 & 2009 Figure 26: Contact center agent analytics Technology spending in APAC by vertical market 2004 & 2009 Figure 27: APAC Contact center agent analytics technology spending by size-band 2004 & 2009 Figure 28: Contact center elearning Technology spending in APAC by vertical market 2004 & 2009 Figure 29: APAC Contact center elearning technology spending by size-band 2004 & 2009 Figure 30: Contact center Quality Monitoring Technology spending in APAC by vertical market 2004 & 2009 Figure 31: APAC Contact center Quality Monitoring technology spending by size-band 2004 & 2009 Figure 32: Contact center Workforce Management Technology spending in APAC by vertical market 2004 & 2009 Figure 33: APAC Contact center Workforce Management technology spending by size-band 2004 & 2009 Figure 34: Contact centers and agent positions in EMEA Figure 35: In house and outsourced agent positions in EMEA Figure 36: Agent positions in EMEA by vertical market Figure 37: Agent positions in EMEA by size-band Figure 38: Agent positions in EMEA by telephony endpoint Figure 39: Agent positions in EMEA by technology location Figure 40: EMEA contact center Technology spending by application Figure 41: Contact Center Technology spending in EMEA by vertical market Figure 42: EMEA contact center Technology spending by size-band Contact us...

www.datamonitor.com/technology Figure 43: Inbound contact center hardware routing Technology spending in EMEA by vertical market Figure 44: EMEA Inbound contact center hardware routing Technology spending by size-band Figure 45: Inbound contact center software routing Technology spending in EMEA by vertical market Figure 46: EMEA Inbound contact center software routing Technology spending by size-band Figure 47: Outbound contact center Technology spending in EMEA by vertical market Figure 48: EMEA Outbound contact center Technology spending by size-band Figure 49: Contact center agent analytics Technology spending in EMEA by vertical market Figure 50: EMEA Contact center agent analytics Technology spending by size-band Figure 51: Contact center elearning Technology spending in EMEA by vertical market Figure 52: EMEA Contact center elearning Technology spending by size-band Figure 53: Contact center Quality Monitoring Technology spending in EMEA by vertical market Figure 54: EMEA Contact center Quality Monitoring Technology spending by size-band Figure 55: Contact center Workforce Management Technology spending in EMEA by vertical market Figure 56: EMEA Contact center Workforce Management Technology spending by size-band Figure 57: Contact centers and agent positions in CALA Figure 58: In house and outsourced agent positions in CALA Figure 59: Agent positions in CALA by vertical market 2004 & 2009 Figure 60: Agent positions in CALA by size-band 2004 & 2009 Figure 61: Agent positions in CALA by telephony end-point Figure 62: Agent positions in CALA by technology location Figure 63: CALA contact center technology spending by application Figure 64: Contact Center Technology spending in CALA by vertical market 2004 & 2009 Figure 65: CALA contact center technology spending by size-band 2004 & 2009 Figure 66: Inbound contact center hardware routing Technology spending in CALA by vertical market 2004 & 2009 Figure 67: CALA Inbound contact center hardware routing technology spending by size-band 2004 & 2009 Contact us...

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www.datamonitor.com/technology Interested in this topic? The contact center market is being rejuvenated by the promise of IP, multimedia, networked call centers and advances in underlying applications. This research stream provides analysis of the growth areas and buying patterns affecting global call center markets. In addition, the service focuses on call center infrastructure technology markets, providing revenue sizing and forecasts by vertical market and call center size-band for all major call center technologies, from the ACDs to quality monitoring. Other reports available in this series Central and Eastern Europe: Chasing New Opportunities (Market Focus) Provides a comprehensive overview of the Central and Eastern European outsoucing market, with a specific focus on challenges facing the CEE's outsourcing industry as well as business strategies for profiting in this market. Published: Apr-06 Product code: BFTC1259 Global Contact Centers H1 2006 (Interactive Model) A model of the global contact center market covering in-house and outsourced agent positions and technology spending data. Data is provided for 60 countries across 12 vertical markets and four size-bands. Published: Apr-06 Product code: IMTC0021 Contact Center Outsourcing Global (Interactive Model) A model of the global contact center outsourcing market covering four geographic regions, 35 countries, 15 vertical markets and four contact center size-bands (by number of APs). Published: Mar-06 Product code: IIMTC0014 Contact Center Component Technologies 2005 Looks at how contact center technology has changed significantly and has become simpler due to the convergence of what were once separate applications onto one single, unified contact center platform. Published: Jul-05 Product code: DMTC1134 Call Center Outsourcing in Latin America and the Caribbean to 2008 This report covers developments in the Latin American call center market, tracking the market by country and vertical with an additional focus on domestic and offshore outsourcing. Published: May-04 Product code: DMTC0975 For more information about our products visit www.datamonitor.com/technology Subscribe to Monitor A monthly update of Datamonitor's new products, delivered to you by email. Email: monitor@datamonitor.com

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