Introduction

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.

Scope

? All market forecasts are from 2004 to 2009 inclusive.

? All agent position and technology spending data is segmented by size-band and vertical market.

? Spending data for inbound routing hardware and software, outbound, workforce management, quality monitoring, agent analytics and eLearning.

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.

Reasons to Purchase

? Gain insight into key contact center growth patterns.

? Understand evolving contact center technology investment and adoption.

? Identify the fastest growing vertical markets for contact center technology and services.

CHAPTER 1 INTRODUCTION
What is this report about?
Catalyst
Methodology
Definitions


CHAPTER 2 AGENT POSITIONS
Contact Centers and Agent Positions in Morocco
In-house and Outsourced Agent Positions in Morocco
Agent positions in Morocco by vertical market
Agent positions in Morocco by size-band
Agent positions in Morocco by telephony end-point
Agent positions in Morocco by technology location


CHAPTER 3 TECHNOLOGY SPENDING
Morocco contact center technology spending by application
Morocco contact center technology spending by vertical
Morocco contact center technology spending by size-band


CHAPTER 4 INBOUND CONTACT CENTER HARDWARE ROUTING TECHNOLOGY SPENDING
Morocco Inbound contact center hardware routing technology spending by vertical
Morocco Inbound contact center hardware routing technology spending by size-band


CHAPTER 5 INBOUND CONTACT CENTER SOFTWARE ROUTING TECHNOLOGY SPENDING
Morocco Inbound contact center software routing technology spending by vertical
Morocco Inbound contact center software routing technology spending by size-band


CHAPTER 6 OUTBOUND CONTACT CENTER TECHNOLOGY SPENDING
Morocco Outbound contact center technology spending by vertical
Morocco Outbound contact center technology spending by size-band


CHAPTER 7 CONTACT CENTER AGENT ANALYTICS TECHNOLOGY SPENDING
Morocco Contact center agent analytics technology spending by vertical
Morocco Contact center agent analytics technology spending by size-band


CHAPTER 8 CONTACT CENTER ELEARNING TECHNOLOGY SPENDING
Morocco Contact center eLearning technology spending by vertical
Morocco Contact center eLearning technology spending by size-band


CHAPTER 9 CONTACT CENTER QUALITY MONITORING TECHNOLOGY SPENDING
Morocco Contact center Quality Monitoring technology spending by vertical
Morocco Contact center Quality Monitoring technology spending by size-band


CHAPTER 10 CONTACT CENTER WORKFORCE MANAGEMENT TECHNOLOGY SPENDING
Morocco Contact center Workforce Management technology spending by vertical
Morocco Contact center Workforce Management technology spending by size-band


CHAPTER 11 APPENDIX
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List of Tables
Table 1: Contact Center definitions
Table 2: Contact centers and agent positions in Morocco 2004 - 2009
Table 3: In house and outsourced agent positions in Morocco 2004 - 2009
Table 4: Agent positions in Morocco by vertical market 2004 - 2009
Table 5: Agent positions in Morocco by size-band 2004 - 2009
Table 6: Agent positions in Morocco by telephony end-point 2004 - 2009
Table 7: Agent positions in Morocco by technology location 2004 - 2009
Table 8: Morocco contact center technology spending by application 2004 - 2009
Table 9: Contact Center Technology spending in Morocco by vertical market 2004 - 2009
Table 10: Morocco contact center technology spending by size-band 2004 - 2009
Table 11: Inbound contact center hardware routing Technology spending in Morocco by vertical market 2004 - 2009
Table 12: Morocco Inbound contact center hardware routing technology spending by size-band 2004 - 2009
Table 13: Inbound contact center software routing Technology spending in Morocco by vertical market 2004 - 2009
Table 14: Morocco Inbound contact center software routing technology spending by size-band 2004 - 2009
Table 15: Outbound contact center Technology spending in Morocco by vertical market 2004 - 2009
Table 16: Morocco Outbound contact center technology spending by size-band 2004 - 2009
Table 17: Contact center agent analytics Technology spending in Morocco by vertical market 2004 - 2009
Table 18: Morocco Contact center agent analytics technology spending by size-band 2004 - 2009
Table 19: Contact center eLearning Technology spending in Morocco by vertical market 2004 - 2009
Table 20: Morocco Contact center eLearning technology spending by size-band 2004 - 2009
Table 21: Contact center Quality Monitoring Technology spending in Morocco by vertical market 2004 - 2009
Table 22: Morocco Contact center Quality Monitoring technology spending by size-band 2004 - 2009
Table 23: Contact center Workforce Management Technology spending in Morocco by vertical market 2004 - 2009
Table 24: Morocco Contact center Workforce Management technology spending by size-band 2004 - 2009


List of Figures
Figure 1: Contact centers and agent positions in Morocco 2004 - 2009
Figure 2: In house and outsourced agent positions in Morocco 2004 - 2009
Figure 3: Agent positions in Morocco by vertical market 2004 - 2009
Figure 4: Agent positions in Morocco by size-band 2004 - 2009
Figure 5: Agent positions in Morocco by telephony end-point 2004 - 2009
Figure 6: Agent positions in Morocco by technology location 2004 - 2009
Figure 7: Morocco contact center technology spending by application 2004 - 2009
Figure 8: Contact Center Technology spending in Morocco by vertical market 2004 - 2009
Figure 9: Morocco contact center technology spending by size-band 2004 - 2009
Figure 10: Inbound contact center hardware routing Technology spending in Morocco by vertical market 2004 - 2009
Figure 11: Morocco Inbound contact center hardware routing technology spending by size-band 2004 - 2009
Figure 12: Inbound contact center software routing Technology spending in Morocco by vertical market 2004 - 2009
Figure 13: Morocco Inbound contact center software routing technology spending by size-band 2004 - 2009
Figure 14: Outbound contact center Technology spending in Morocco by vertical market 2004 - 2009
Figure 15: Morocco Outbound contact center technology spending by size-band 2004 - 2009
Figure 16: Contact center agent analytics Technology spending in Morocco by vertical market 2004 - 2009
Figure 17: Morocco Contact center agent analytics technology spending by size-band 2004 - 2009
Figure 18: Contact center eLearning Technology spending in Morocco by vertical market 2004 - 2009
Figure 19: Morocco Contact center eLearning technology spending by size-band 2004 - 2009
Figure 20: Contact center Quality Monitoring Technology spending in Morocco by vertical market 2004 - 2009
Figure 21: Morocco Contact center Quality Monitoring technology spending by size-band 2004 - 2009
Figure 22: Contact center Workforce Management Technology spending in Morocco by vertical market 2004 - 2009
Figure 23: Morocco Contact center Workforce Management technology spending by size-band 2004 - 2009