The Future of Global Contact Centers

According to new research from Business Insight, the growing contact center market continues to proffer new revenue potential for vendors in emerging and established markets. However, as developed markets begin to mature, effectively enhancing the strategic identification and exploitation of opportunities will become a requisite core competency for successful growth sustainability.

Some key findings from this report:

Over 800,000 hosted Application Providers (AP's) will exist globally by 2010.

Contact center outsourcing deployments in mature vertical markets will rise from 0.87 to 1.25 million APs during the period 2006- 2012, although annual growth will fall by 8% in the same interval.

Remote (virtual) workers represent a significant expansion in contact center functionality, despite only constituting a small percentage of APs, encompassing 354,000 workers in 2007.

The Indian contact center market is suffering a decline in annual growth, falling by 30% between 2005 and 2009, due to the maturing market and increased competition from offshore locations.

The public sector is the fastest growing global vertical market.

APs in Central and Eastern Europe are set to grow by 71% to 308,800 between 2004 and 2009 with this growth driven by offshoring and outsourcing.

More information can be found at www.SupportIndustry.com.