IntroductionThis databook provides an insight into spending into core contact center technologies in Benelux. It forecasts contact center spending by technology, size band, and vertical market from 2008 to 2013.Scope*This databook sizes the market for contact center agent positions, as well as contact center locations in Benelux*The databook sizes contact center technology spending in Benelux in various areas including inbound hardware & outbound hardware and software*The market numbers are for the sale of contact center software and proprietary hardware and include both license and maintenance feesHighlightsA major proportion of spending by contact centers in Benelux, was on switch-dependent software in 2007 and is expected to grow at a CAGR of 5.6% over the period 2008-2013.The total number of contact centers in Benelux is expected to grow at a compound annual growth rate (CAGR) of 5.5% between 2008 and 2013.Reasons to Purchase*Understand the growth in agent positions and contact centers through to 2013, with a focus on vertical markets and size of contact center*Recognize the spending patterns on core technologies and understand the impact of economic conditions on spending*Provides graphical depictions of the changing trends as well the raw data in table format

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Contact Centre Markets and Technologies Forecast in Benelux to
2013
Published on March 2009
Report Summary
Introduction
This databook provides an insight into spending into core contact center technologies in Benelux. It forecasts contact center spending
by technology, size band, and vertical market from 2008 to 2013.
Scope
*This databook sizes the market for contact center agent positions, as well as contact center locations in Benelux
*The databook sizes contact center technology spending in Benelux in various areas including inbound hardware & outbound
hardware and software
*The market numbers are for the sale of contact center software and proprietary hardware and include both license and maintenance
fees
Highlights
A major proportion of spending by contact centers in Benelux, was on switch-dependent software in 2007 and is expected to grow at
a CAGR of 5.6% over the period 2008-2013.
The total number of contact centers in Benelux is expected to grow at a compound annual growth rate (CAGR) of 5.5% between 2008
and 2013.
Reasons to Purchase
*Understand the growth in agent positions and contact centers through to 2013, with a focus on vertical markets and size of contact
center
*Recognize the spending patterns on core technologies and understand the impact of economic conditions on spending
*Provides graphical depictions of the changing trends as well the raw data in table format
Table of Content
TABLE OF CONTENTS
OVERVIEW 1
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Catalyst 1
Summary 1
INTRODUCTION 5
Reasons to Purchase 5
CONTACT CENTERS IN BENELUX 7
Contact center by sizeband 7
Contact center spending by technology 9
Technology spending by sizeband 12
Technology spending by vertical 19
AGENT POSITIONS IN BENELUX 21
Agent positions by sizeband 21
Agent position by vertical 23
Agent position by telephony endpoint and location to 2013 25
APPENDIX 29
Methodology 29
Further reading 29
How to contact experts in your industry 29
Disclaimer 30
LIST OF FIGURES
Figure 1: Contact centers by sizeband in Benelux, 2007'13 (%) 7
Figure 2: Contact centers market in Benelux, spending by technology, 2007'13 ($m) 9
Figure 3: Contact centers market in Benelux, spending by technology, 2007 (%) 11
Figure 4: Contact centers market in Benelux, spending on technology by sizeband, 2007'13 (%) 12
Figure 5: Contact centers market in Benelux, spending on technology by vertical, 2007'13 (%) 19
Figure 6: Agent positions in Benelux, 2007'13 (000s) 21
Figure 7: Agent position by vertical in Benelux, 2007'13 (%) 23
Figure 8: Agent position by telephony endpoint in Benelux, 2007'13 (%) 25
Figure 9: Agent position by technology location in Benelux, 2007'13 (%) 27
LIST OF TABLES
Table 1: Contact centers by sizeband in Benelux, 2007'13 8
Table 2: Contact centers market in Benelux, spending by technology, 2007'13 ($m) 10
Table 3: Contact centers market in Benelux, spending on technology by sizeband, 2007'13 ($m) 13
Table 4: Spending on inbound hardware technology by sizeband in Benelux, 2007'13 ($m) 14
Table 5: Spending on inbound non-switch software technology within contact centers by sizeband in Benelux, 2007'13 ($m) 15
Table 6: Spending on outbound technology within contact centers by sizeband in Benelux, 2007'13 ($m) 16
Table 7: Spending on switch-dependent software technology within contact centers by sizeband in Benelux, 2007'13 ($m) 17
Table 8: Spending on switch-independent software technology within contact centers by sizeband in Benelux, 2007'13 ($m) 18
Table 9: Contact centers market in Benelux, spending on technology by vertical, 2007'13 ($m) 20
Table 10: Agent positions in Benelux, 2007'13 (000s) 22
Table 11: Agent position by vertical in Benelux, 2007'13 (000s) 24
Table 12: Agent position by telephony endpoint in Benelux, 2007'13 (000s) 26
Table 13: Agent position by technology location in Benelux, 2007'13 (000s) 28
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