关键词：联络中心；所有顾客；管理联系人；客户管理策略
摘 要：Contact centers are the central point in an enterprise for the management of all customer contacts. They play a prominent role in an enterprise's customer management strategy. Currently, contact centers are adopting new technology to perform multichannel operations. This enables customer expectations to be met with an advanced level of interaction.Companies are outsourcing their contact center functions to third-party service providers. This helps client firms increase operational efficiency, enhance customer experience, concentrate on their core competencies, reduce time-to-market, obtain access to fresh talent and experience, use the latest technologies, and build an organization with an economical cost structure in the long run.
目 录：

01. Executive Summary

02. List of Abbreviations

03. Scope of the Report

03.1 Market Overview

03.2 Solutions/Services

04. Market Research Methodology

04.1 Market Research Process

04.2 Research Methodology

05. Introduction

06. Market Landscape

06.1 Market Overview

06.2 Market Size and Forecast

06.3 Five Forces Analysis

07. Market Segmentation by End-user

07.1 Contact Center Outsourcing Market in APAC

Region by End-user 2014

08. Buying Criteria

09. Market Growth Drivers

10. Drivers and their Impact

11. Market Challenges

12. Impact of Drivers and Challenges

13. Market Trends

14. Trends and their Impact

15. Vendor Landscape

15.1 Competitive Landscape

15.2 Other Prominent Vendors

15.2.1 [24]7

15.2.2 Alorica

15.2.3 CGS

15.2.4 Convergys

15.2.5 Genpact

15.2.6 HGS

15.2.7 Infomedia Nusantara

15.2.8 NTT Solco

15.2.9 Salmat

15.2.10 Scicom

15.2.11 Sykes

15.2.12 West

16. Key Vendor Analysis

16.1 IBM

16.1.1 Key Facts

16.1.2 Business Description

16.1.3 Business Segmentation

16.1.4 Revenue Segmentation by Business Segment

16.1.5 Revenue Segmentation by Business Operation

16.1.6 Revenue Comparison of Business Segments 2012 and 2013

16.1.7 Revenue Segmentation by Geography

16.1.8 Business Strategy

16.1.9 Key Developments

16.1.10 SWOT Analysis

16.2 HP

16.2.1 Key Facts

16.2.2 Business Overview

16.2.3 Business Segmentation by Revenue 2013

16.2.4 Business Segmentation by Revenue 2012 and 2013

16.2.5 Geographical Segmentation by Revenue 2013

16.2.6 Business Strategy

16.2.7 Recent Developments

16.2.8 SWOT Analysis

16.3 Teleperformance

16.3.1 Key Facts

16.3.2 Business Overview

16.3.3 Revenue Segmentation by Program Type 2013

16.3.4 Segmentation by Program Type 2012 and 2013

16.3.5 Geographical Segmentation by Revenue 2013

16.3.6 Business Segmentation by Sector 2013

16.3.7 Recent Developments

16.3.8 SWOT Analysis

16.4 Sitel

16.4.1 Key Facts

16.4.2 Business Overview

16.4.3 Geographical Segmentation by Revenue 2013

16.4.4 Business Strategy

16.4.5 Recent Developments

16.4.6 SWOT Analysis

17. Other Reports in this Series