Report Highlights

In 2007, China's call center market underwent reshuffling amid steady growth. Call center application still mainly lies in service industries such as telecom and finance, and call centers are largely set up by users themselves. In other industries, enterprise of all sizes also started to increase contact with clients through call center service. Call center outsourcing gradually bottoms out, which signifies that industry structure becomes rational.

As of 2007, the telecom and financial industries accounted for more than 61% in China's call center market. Agents in these sectors took up nearly 70% in the total, and accumulated investments in these industries took up about 65% in the total. In the fields of computer, home appliances, manufacturing, tele-shopping and e-commerce, the call center market has expedited.

In the fields of call center equipment and software, market concentration further rises, with changes in vendors' shares. In the field of call center outsourcing, the overall competition structure has not changed much, and service providers now offer upgraded services. Market segments driven by service orientation will become the focus of competition between call center equipment vendors, software vendors and outsourcing service providers....

In the face of changes and challenges of competition and the market,  Consulting releases 2007-2008 Annual Report on China's Call Center Market, which helps vendors, investors and industry insiders grasp more accurately laws governing the market's development and in combing the development track of application value:

Deep and accurate market research data: On the basis of in-depth research of leading vendors' key solutions, the report depicts changes in the market from the angle of product structure, regional structure, vertical structure and parallel structure, and identifies development direction.

All-round and profound brand analysis: In addition to summing up enterprises' performance in the dimension of market segments, competitive strategy and SWOT analysis,  Consulting leverages its profound understanding of the IT market to establish a CPM matrix system consisting of 6 items and 31 sub-items, to review the makings of success in the marketplace. Vendors are divided into four quadrants including leaders and challengers.

Scientific and complete forecasts: Through regression modeling and expert verification in major market segments, it conducts correlation analysis with related industry links, to present valuable trend analysis and quantitative forecast result.

Table of Contents

Main Conclusions
Key Findings

Chapter 1    Overview of the Global Call Center Market in 2007

1.1    Market Size & Growth
1.2    Basic Characteristics
1.3    Major Countries & Regions
    1.3.1  USA
    1.3.2  Europe
    1.3.3  Japan
    1.3.4  Asia-Pacific

Chapter 2    Overview of China's Call Center Market in 2007

2.1    Market Size & Growth
2.2    Basic Characteristics
2.3    Market Structure
    2.3.1  Product Structure
    2.3.2  Regional Structure
    2.3.3  Vertical Structure
    2.3.4  Parallel Structure
2.4    Brand Market Shares
    2.4.1  Overall Market Shares, 2006-2007
    2.4.2  Regional Market Shares in 2007
    2.4.3  Vertical Market Shares in 2007
    2.4.4  Parallel Market Shares in 2007

Chapter 3    Forecast of China's Call Center Market, 2008-2012

3.1 Size Forecast
3.2 Structure Forecast
3.2.1 Product Structure
3.2.2 Regional Structure
3.3.3 Vertical Structure
3.3.4 Parallel Structure

Chapter 4    Development Trend of China's Call Center Market, 2008-2012

4.1    Product Technology
4.2    Price
4.3    Channels
4.4    Service

Chapter 5    Study of Market Segments

5.1    Call Center Equipment Market
    5.1.1  Competition Situation
    5.1.2  Impetuses
    5.1.3  Obstacles
5.2    Call Center Software Market
    5.2.1  Competition Situation
    5.2.2  Impetuses
    5.2.3  Obstacles
5.3    Call Center Outsourcing Market
    5.3.1  Competition Situation
    5.3.2  Impetuses
    5.3.3  Obstacles

Chapter 6    Competition Situation in China's Call Center Market

6.1    Overall Competition Situation
    6.1.1  Call Center Equipment Market
        6.1.1.1  Competition between Existing Vendors
        6.1.1.2  Potential Entrants & Substitute Products
    6.1.2  Call Center Software Market
        6.1.2.1  Competition between Existing Vendors
        6.1.2.2  Potential Entrants & Substitute Products
    6.1.3  Call Center Outsourcing Market
        6.1.3.1  Competition between Existing Vendors
        6.1.3.2  Potential Entrants
6.2    Leading Vendors' Competitive Strategies & SWOT Analysis
    6.2.1  Cisco
    6.2.2  Oracle
    6.2.3  ....

Chapter 7    User Requirements Study

7.1    Investment Analysis
7.2    Benefits of Self-Built Call Centers
7.3    Benefits of Call Center Outsourcing

Chapter 8    Recommendations

Tables

Size of China's Call Center Market, 2005-2007
Product Structure of China's Call Center Market in 2007
Regional Structure of China's Call Center Market in 2007
Vertical Structure of China's Call Center Market in 2007
Parallel Structure of China's Call Center Market in 2007
...

Figures

Size of the Global Call Center Market, 2005-2007
Growth of the America's Call Center Market, 2005-2007
Growth of the Japan's Call Center Market, 2005-2007
Growth of the Europe's Call Center Market, 2005-2007
Growth of the Asia-Pacific Call Center Market, 2005-2007
Size & Growth of China's Call Center Market, 2005-2007
Product Structure of China's Call Center Market in 2007
...