http://www.frost.com/prod/servlet/svcg.pag/ITCR - Contact Centers Research en-us Market Engineering Research Service This research service explores the Nigerian contact centre market. This sector has just started its development with most call centres in operation for less than five years. There are already significant captive contact centres in place but this situation is slowly beginning to change with the introduction of more outsourced contact centre services into the market. The market is expected to show consistent growth throughout the forecast period with a key focus on the telecommunications and financial services sector. The healthcare sectors are expected to show a more significant contribution to revenues with the passage of time. Slide 1 - 102 provides details of the Nigerian contact centre market. http://www.frost.com/prod/servlet/report-homepage.pag?Src=RSS&repid=M475-01-00-00-00 Wed, 24 Jun 2009 19:40:49 +0100 http://www.frost.com/prod/servlet/report-homepage.pag?Src=RSS&repid=M475-01-00-00-00 Stratecast Strategic Forecasting This SPIE outlines the drivers for changing support models and, as a result, support systems (B/OSS) to deliver timely, accurate answers that enable support staff to provide a higher level of customer service while still managing costs. This is an area that will evolve in the coming months and years as CSPs implement new support strategies. This SPIE is not intended to be a comprehensive discussion of those strategies, but rather the drivers that make exploring and implementing them even more important now. http://www.frost.com/prod/servlet/market-service-segment.pag?Src=RSS&segid=D563-00-96-00-00 Sat, 20 Jun 2009 00:38:48 +0100 http://www.frost.com/prod/servlet/market-service-segment.pag?Src=RSS&segid=D563-00-96-00-00 Market Engineering Research This Market Insight study provides a ganenral overview of the European market for hosted enterprise communications services, describes the key market trends, as well as major drivers and restraints of the market. http://www.frost.com/prod/servlet/report-homepage.pag?Src=RSS&repid=M33E-01-00-00-00 Thu, 18 Jun 2009 10:47:50 +0100 http://www.frost.com/prod/servlet/report-homepage.pag?Src=RSS&repid=M33E-01-00-00-00 Decision Support Database http://www.frost.com/prod/servlet/market-service-segment.pag?Src=RSS&segid=DD20-00-01-00-00 Tue, 9 Jun 2009 06:52:18 +0100 http://www.frost.com/prod/servlet/market-service-segment.pag?Src=RSS&segid=DD20-00-01-00-00 Market Insight The Asia Pacific Contact Center Market continued to see strong growth in 2008 despite the slow economy in the second half of the year. Spending on contact center applications grew by 14.8% in Asia Pacific in 2008 to cross $763 Million. Most of the markets in the region saw good growth on the back of rising domestic demand for customer care, increasing drive towards self-service, focus on improving quality of customer experience, and sustained growth in the outsourcing business from North America and Europe. http://www.frost.com/prod/servlet/market-insight-top.pag?Src=RSS&docid=169348169 Thu, 4 Jun 2009 00:00:00 +0100 http://www.frost.com/prod/servlet/market-insight-top.pag?Src=RSS&docid=169348169 Market Insight The contact center application market in China saw an explosive growth rate of 43.7% in 2008 despite the global economic downturn that started in the second half of the year. The contact center application market reached over US$100 million in 2008. From the applications standpoint, this market is mainly driven by ACD, CTI and IVR, and strong growth in the outbound system and workforce management tools, as evidenced by the increase of customer interaction and operation optimization. http://www.frost.com/prod/servlet/market-insight-top.pag?Src=RSS&docid=169264289 Wed, 3 Jun 2009 00:00:00 +0100 http://www.frost.com/prod/servlet/market-insight-top.pag?Src=RSS&docid=169264289 Market Engineering Research Service This study discusses market and technology trends and provides market sizing, market segmentation by country or region, market shares and forecasts for premise-based Outbound Dialing systems in EMEA. Among the types of outbound (telephony) contact methods are predictive, preview, and power dialing. This research study provides vendors with valuable insight to make actionable decisions on pricing, packaging, and promotion of their products/services. Vendor offerings and strategies are analyzed in a competitive framework and considerations for market penetration and growth are proposed. http://www.frost.com/prod/servlet/report-homepage.pag?Src=RSS&repid=N5C2-01-00-00-00 Fri, 29 May 2009 10:56:17 +0100 http://www.frost.com/prod/servlet/report-homepage.pag?Src=RSS&repid=N5C2-01-00-00-00 Market Insight Movers & Shakers Interview with Art Dibari, Senior VP of Operations, APAC Customer Services http://www.frost.com/prod/servlet/market-insight-top.pag?Src=RSS&docid=168076709 Mon, 18 May 2009 00:00:00 +0100 http://www.frost.com/prod/servlet/market-insight-top.pag?Src=RSS&docid=168076709