New Report Questions Whether India's Contact Center Market Can Maintain It's Rapid...

New Report Questions Whether India's Contact Center Market Can Maintain It's Rapid Growth

DUBLIN, Ireland--(Business Wire)--
Research and Markets
(http://www.researchandmarkets.com/reports/c81854) has announced the
addition of Datamonitor's new report: "Can India's Dramatic Contact
Center Growth Be Sustained (Market Focus)" to their offering.

India has had dramatic contact center growth over the past few
years due to its emerging economy, growing middle class and consumer
appetite. Although traditionally seen as an attractive destination for
foreign companies to set up contact center operations in recent years
the domestic need to improve customer service has led to an increased
adoption of contact center activities.

Scope

-- India's growing middle class and increasing consumer
purchasing power

-- Growing IT budgets among Indian firms

-- Increasing penetration of IP vs. that of TDM

-- An overview of distributed and hosted contact center models in
India

Highlights of this title

Capacity issues in urban centers have led to several Indian
companies opening up smaller contact centers in a distributed manner.
India's established domestic companies have many advantages: existing
relationships with customers, an understanding of their needs, and
recognized brands.

While there is a strong demand for the traditional contact center
box, the shift seen in contact center vendors becoming applications
and solutions providers in the western world must also be duplicated
in the Indian market.

Key reasons to purchase this title

-- Identify and assess the existing and emerging opportunities in
India

-- Identify and understand the key market drivers and inhibitors
in India

OUR VIEW

CATALYST

SUMMARY

ANALYSIS

India's growing middle class and increasing consumer purchasing
power

Growing IT budgets among Indian firms

Increasing penetration of IP vs. that of TDM

An overview of distributed and hosted contact center models in
India

Distributed contact centers will flourish in India attracting more
regional clients and a new workforce

The simplicity of the Software as a Service model is attracting
more then just hype in India

ACTIONS

Key challenges in the Indian market

Outsourcing has created a tight labor market leading to a skills
shortage

Telecommunications infrastructure is unreliable, despite having
high mobile phone penetration

Vendors need to communicate the value of applications

APPENDIX

Definitions

Agent position (AP)

Contact center

Methodology

Further reading

Ask the analyst

Our consulting

Disclaimer

List of Tables

Table 1: Agent positions in India 2006 - 2012

Table 2: Contact center spending in India, 2006-2012

List of Figures

Figure 1: Average income of Indian households - 2006 ($)

Figure 2: Agent positions in India 2006 - 2012

Figure 3: How has your IT budget grown or shrunk from 2006-7?

Figure 4: TDM vs IP agent positions in India, 2006 and 2012 (000s)

Figure 5: Indian contact centers technologies currently in use and
upgrade possibilities 7

For more information visit
here

Source: Datamonitor

Research and Markets
Laura Wood, Senior Manager
Fax: +353 1 4100 980
press@researchandmarkets.com

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