White papers and reports
Contact Center Markets and Technologies
How to Price Contact Center Solutions (Strategy Focus)
Published: July 7, 2006
Description:
In a recent Datamonitor survey end users emphasized the importance of how the vendor needed to understand broad business requirements; yet, the biggest factor in a decision to purchase a technology came from the price offered. As such, vendors need to be able to understand how the end users operate in order to better price the contact center to them.
Price: $1,895
Reference Code: BFTC1327
Selling Contact Center Technology in Central and Latin America (Market Focus)
Published: July 7, 2006
Description:
The expansion in demand for products and services in Central and Latin America, 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.
Price: $1,895
Reference Code: BFTC1257
Selling Contact Center Technology in Asia Pacific (Market Focus)
Published: May 26, 2006
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.
Price: $1,895
Reference Code: BFTC1256
Selling Contact Center Technology to the Financial Services Sector (Market Focus)
Published: May 4, 2006
Description:
The lion's share of contact center spending has mostly come from the financial services industry. Yet, global financial sector spending 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.
Price: $1,895
Reference Code: BFTC1320
Profiting from Contact Management Speech Applications (Strategy Focus)
Published: April 25, 2006
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.
Price: $1,895
Reference Code: BFTC1344
Global Contact Centers H1 2006 (Interactive Model)
Published: April 25, 2006
Description:
Global Contact Center Model 2006
Price: $15,000
Reference Code: IMTC0021
Contact Center Outsourcing and Services
Contact Center Outsourcing Trends in Canada, India, Mexico and the Philippines (Databook)
Published: April 21, 2006
Description:
Statistical and graphic description of India, Canada, Mexico and the Philippines from the perspective of contact center outsourcing.
Price: $1,295
Reference Code: DMTC1227
Contact Center Outsourcing Global (Interactive Model)
Published: March 10, 2006
Description:
A vertically focused interactive model that provides forecasts for all major contact center outsourcing markets.
Price: $20,000
Reference Code: IMTC0014
Contact Center Outsourcing in the US
Published: Sept. 14, 2005
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.
Price: $3,395
Reference Code: DMTC1107
The Global Offshore Cost Assessment – Beyond Wages
Published: July 13, 2005
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.
Price: $3,395
Reference Code: DMTC1108
