Growth Opportunities for Service Providers - Understanding Contact Center Opportunities in Asia Pacific

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Includes current SSO landscape, and opportunity in contact center market. Identifies rationale for finding new opportunities. Includes an overview of the Asia Pacific contact center market, and discusses the opportunity and business proposition in two different outsourcing models - Third party outsourcing and Hosted contact centers. Includes case studies and current activity by service providers in the contact center space.

Table of Contents

Growth Opportunities for Service Providers - Understanding Contact Center Opportunities in Asia Pacific, Growth Opportunities for Service ProvidersRationale for New Opportunity IdentificationAsia Pacific Business Telecoms SpendingDefining the OpportunityShared Services/Business Process Enablement/OutsourcingBusiness Process OutsourcingSSO Overview: Market ForecastsSSO Value ChainPlayers within the Value ChainTelco and SSOOverview of the Asia Pacific Contact Center Market Asia Pacific Contact Center Market TrendsAssessment of the Asia Pacific Contact Center LandscapeContact Center Opportunity AssessmentTypes of Contact Center ModelsContact Center Opportunity Assessment Hosted Top Business and Technology Drivers in a Contact CenterService Providers Need to Educate the MarketContact Center Opportunity Assessment OutsourcedAsia Pacific Outsourcing Landscape Telecom Service Providers in Contact Center IndustryTelstraThe PLDT and Avaya AllianceSprint and Verizon TeleTech Many Service Providers are also Working with CosmocomKey Success FactorsHosted Model Business PropositionOutsourced Model Business Proposition

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