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Call Centers

Product Description

This report analyzes the worldwide markets for Call Centers in US$ Million. The report provides separate comprehensive analytics for the US, Canada, Japan, Europe, Asia-Pacific, Latin America, and Rest of World. Annual estimates and forecasts are provided for the period 2010 through 2018. A six-year historic analysis is also provided for these markets. The report profiles 185 companies including many key and niche players such as [24]7 Inc., Acumen Telecomunicaciones SA de CV, Alliance Data Systems, Inc., Expert Global Solutions, Inc., Aspect Software Inc., ATOS S.A., Avaya Inc., BT Communications (Ireland) Limited, Capita Customer Management Limited, Convergys Corp., Datamatics Global Services Limited, Dimension Data Group Company, Merchants Limited, Entel Call Center, EXL Service Holdings, Inc., Genpact, GTL Ltd., HCL BPO Services NI Ltd., IBM Global Process Services Pvt. Ltd., Plusoft Informatica Ltda, Quality Plus Callscan Australia Pty Ltd., Sitel, Stream Global Services Inc., Sykes Enterprises, Inc., Teleperformance SA, TRG Customer Solutions, West Corporation, and Wipro Technologies Ltd. Market data and analytics are derived from primary and secondary research. Company profiles are primarily based upon search engine sources in the public domain.

Table of Contents

I. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONS

Study Reliability and Reporting Limitations

Disclaimers

Data Interpretation & Reporting Level

  • Quantitative Techniques & Analytics

Product Definitions and Scope of Study

II. EXECUTIVE SUMMARY

1. INDUSTRY OVERVIEW

  • A Quick Primer
  • Down to the Basics - An Introduction
  • Call Centers - The Coming of Age
  • Impact of the 2007-2009 Recession In Retrospect
  • Recession Fuels Changes in Call Centers Business Models
  • Recession Heightens the Focus On Investments and Tactics
  • Impact of Europe's Debt Crisis: A Review

2. GLOBAL ISSUES AND TRENDS

  • Key Issues
  • Call Centers & the Regulatory Environment
  • Cost Reduction & Efficiency Enhancements - Formulae for Survival & Growth
    • Cost Reductions - The Road to Success
    • Efficiency Enhancements - Vital Component
  • Human Resources - Ranking Above Technology
  • General Industry Trends
  • From 'Call' Centers to 'Contact' Centers
  • Multiple Outsourced Call Centers - Order of the Day
  • From CRM to eRM - Multichannel Centers on the Rise
  • CEM Gathers Steam
  • Transformation from Cost Centers to Profit Centers
  • Rising Number of Home Agents
  • Emergence of Web 2.0
  • Worldwide Call Center Capacity Spurt
  • Managing Multilingual Customers - CRM Comes to Aid
  • Complaints Handling - The Most Likely Outsourced Function
  • Cost Minimization Drives Call Centers to Low Wage Cities
  • SMB Sector Gathers Steam
  • Right Shoring & Blending Gains Traction in Call Center Operations
  • Vertical Specific Offerings Gain Popularity
  • Use of Innovative IT Technologies Make The Contact Center "SMART"
  • Simplifying Complexities in Contact Center Processes: A Key Area of Focus
  • Integration of Social Media & the Contact Center: A Key Trend
  • Call Center Applications Diversify to Include Mobile Apps
    • Table 1: World Contact Center Applications Market (2011): Percentage Breakdown of Revenues of Leading Vendors (includes corresponding Graph/Chart)
    • Table 2: World Contact Center Applications Market (2011): Percentage Breakdown of Revenues by Product Market (includes corresponding Graph/Chart)
  • Product and Technology Trends
  • Key Technologies Driving Growth: VoIP and Open, Standards-Based Software
  • Transforming Call Centers Market - Need for Technological Adaptability
    • Evolving Database Technologies and Management Strategies
  • The Emergence of Call Center 2.0
    • Innovations to Drive Profit Margins
    • Benefits of Call Center 2.0
    • Technological Features of Call Center 2.0
  • IP Contact Centers and UC to Register Robust Growth
  • Customer Support & Sales Force Automation Dominate Software Applications
  • Advent of Internet Technologies Revolutionizing Call Centers
  • VoIP - Fast Replacing Circuit-Switched Architectures
  • Integrated Services - Offering a Level Playing Field to Small-and Mid-Sized Players
  • Speech Recognition Technologies Transform Agent Training
  • Web Sites and Call Centers - United They Thrive
  • Multi-site Call Routing Solutions - Popular with Large Global Firms
    • Customer Routing Yet to Gain Significant Ground
  • Hosted or Networked Server-based Call Centers on the Rise
  • Virtual Hosted Call Center Market - High Potential
  • Voice-Driven CRM and VoiceXML Enlarge Scope for Customer Interactions
    • Voice-Driven CRM
    • Voice XML
  • Help Desk and Call Center Companies Shift Solutions to Browser-based Architecture
  • Other Technology-Based Trends in Call Centers
  • Cost and Budgetary Trends
  • Telecommunication Costs Set for a Marginally Declining Trend
  • Operational Costs and Budgets Continue to Expand
  • Operational Services and Telecom Related Costs Corner Lion's Share
  • End Use Vertical Industry Trends
  • Financial Services and Distribution - The Outsourcing Area of Choice
  • Banks Increasingly Perceive Call Center as a Sales and Service Point
  • Technology-Driven Banks Offering Service Enhancements at Contact Centers
    • Intelligent Call Routing
    • Campaign Management Software
    • Integration of Call Centers and Bank Branches
    • Customer Differentiation
  • Insurance Companies Lead in Call Center Technology Absorption
  • Global Trends in Offshore Call Center Location
  • Network Strategy - A Critical Component in selection of a New Destination
  • Global Outsourced Contact Center Market - An Overview
  • North American IP Contact Center Market
  • Benefits of IP Centers
  • Obstacles for IP Deployment

3. CONCEPTUAL OVERVIEW

  • Functional Definition
  • Call Center Activities
  • Inbound Call Reception and Routing
    • Automated Inbound Call Routing
      • Advantages of Automated inbound call routing applications include:
  • Outbound Telemarketing Call
  • Call Handling Time
  • Complaints Handling
  • Customer Information Services / Help Desks
  • Debt Chasing
  • Field Service Support
    • Field service and support activity advantages include:
  • Classification on the Basis of Ownership
  • In-House Centers
  • Outsourced Call Centers
  • Service Bureau
  • Classification on the basis of Operations
    • Inbound Call Centers
    • Outbound (Telemarketing) Centers
  • Nature of Services Offered
    • Consulting
    • Outsourcing
    • Training
  • Call Center Technologies-By Area of Application
  • Voice
    • Telephone Switches (ACDs) and Voice Networks
    • Voice Response Systems (IVR/VRU)
    • Speech Recognition Technologies
    • Voice Over Internet Protocol (VoIP)
  • Data
    • Workstations and Databases
    • Customer Relationship Management (CRM) Tools
      • CRM Tools
      • Enterprise CRM
      • Mid-Market CRM
      • Customer Data Integration
      • Enterprise Analytics, Business Intelligence and Data Warehousing
  • Computer Telephony Integration (CTI)
  • Web
    • Website and E-mail
      • Website
      • E-Mail
    • Web Integration (Text chat and Web Calls)
      • Web Chat
      • Web Call-back
    • Fully Integrated Unified Messaging System
    • Multimedia Technologies
  • Systems
    • ACD Systems
    • Automatic Call Distributor (ACD)
    • Outbound System
    • Interactive Voice Response (IVR) Systems
    • Voice Messaging Systems
      • Simple Voice Message Broadcasting
      • Custom Voice Message Broadcasting
      • Voice Message Broadcasting and Touchphone Response
  • Software
    • Workforce Management Software
      • Workforce Automation Software
    • Sales Force Automation Software
      • For Sales Executives
      • For Sales Manager
    • Customer Interaction Software
    • CTI Enabling Software
    • Call Monitoring Software

4. VERTICAL END-USE INDUSTRIES

    • Table 3: Worldwide Call Centers Market (2011): Percentage Breakdown of Call Center Spending by Major Vertical Markets - Financial Services, Telecommunications, Manufacturing, Transport and Others (includes corresponding Graph/Chart)
  • Telecommunications
  • Financial Services (Inclusive of Banks and Insurance Firms)
  • Banks
  • Banks Transform Call Centers for Organic Growth
    • Methodologies for Effective Cross Selling
  • Insurance Firms
  • Hospitality
  • Transportation
  • Healthcare
  • Manufacturing
  • Retail and Distribution
  • Utilities
  • Outsourcing

5. STRATEGIC INSIGHT

  • Site Location Strategies
  • Introduction to Site Location
    • The Basics
  • Major Parameters in Site Location
    • Labor, Labor and Labor
    • Education
    • Infrastructure
    • Cost
  • Labor Costs
  • Infrastructure and Technology Costs
  • Occupancy/Real estate Costs
  • Taxes
  • Start-up Costs
  • Other Factors in Site Selection
  • 'Cross-Media Centers' - A Preview of Next Generation 'Contact' Strategies
  • Cross-Media Call Center Architecture
  • Queuing Architecture
    • Queue Engine
    • Contingency Strategies - Ensuring Business Continuity in a Disaster
  • Down Time Hurts in a Time-Sensitive Environment
  • Business Continuity Plan - The Basics
    • Other Considerations While Drafting a Business Continuity Plan

6. EVOLUTION OF THE NEW AGE CONTACT CENTERS

  • CRM and Contact Centers - Two Worlds Apart
  • The Contact Center Disharmony
  • Contact Centers in Defense
  • Complex Structural Setup
  • Hierarchical Reporting Structure
  • Time to Realign Priorities
    • Evolution of the New Age Contact Centers: Critical Areas of Focus
  • In Conclusion
  • The Modern Day Call Center
  • Technologies in Use in a New Age Setup
    • Skill-based Routing
      • Routing Strategies
  • Types of Contacts in a Contact Center

7. RELATED INDUSTRY DISCUSSION

  • Customer Experience Management
  • CEM - Leveraging Call Center Data with Decision Making
  • CEM as a Value Proposition
  • Workforce Management

8. CALL CENTER CONSOLIDATION - WHETHER, WHY AND HOW

  • Widely Dispersed Call Centers - A Rationale
  • Motivators for Call Center Consolidation
  • Costs of Scale

9. PERTINENT REGULATORY ISSUES

  • Legal and Regulatory Framework
  • Predictive Dialing
    • Tring.. Tring Hello ! ??.?
      • The Preface to the Showdown
  • Privacy Legislations
  • Federal Laws prohibits Sale of Consumer Health Data
  • Cell Phone Legislations Zap Outbound Calls?

10. TECHNOLOGICAL BREAKTHROUGHS/ INNOVATIONS

  • Automatic Call Distributing (ACD) Products- From Standalone to Open and Networked Systems
  • Add-on/ACD Enhancement Products
  • ACD Message Boards
  • Digital Announcers/Automated Attendants/ Fax-on-Demand
    • Digital Announcers
    • Automated Attendants
    • Fax-On-Demand
  • Dialing Platforms - The Advent of Call Blending
  • Contact Management
  • Turnkey Solutions - Moving Onto PC/IP Platforms
  • CTI Technologies on the Anvil
  • CTI APIs and Middleware
  • Placing of Outbound Calls
  • Call Progress Detection
  • Speech Recognition and Interactive Television Technologies
  • Internet / Web-enabling Technologies for Call Centers
  • Developments in Web-Enabling Technology
  • Call-Through Technologies to Replace Call-Back and Text-Chat

11. NEW PRODUCT/SERVICE INTRODUCTIONS

  • Nigerian Communication Commission (NCC) Launches Emergency Call Centers
  • Jack Henry Launches a New Call Center Product Named jhaCall Center
  • HP Launches New Solution for Revamping Enterprise Contact Centers
  • Adtech Unveils Cloud-Based Verint(r) Solution
  • Easy Office Unveils Enhanced Virtual Call Center Solution
  • SalesPortal Unveils New Campaign Dashboard for Contact Center Campaign Analytics
  • Nextiva Unveils NextOS VoIP Technology Platform
  • NeoVox Enters into Agreement with Windstream
  • MSEDCL Establishes State-of-the-Art Contact Centre
  • Aurix Introduces Cloud Based Analyst 1.5
  • Acqueon Launches AiQ 4.0 Solution with Advanced Mobile Application and Social MediaFeatures
  • Oki Introduces Cloud-Based Unique Customer-Specific EXaaS Call Center Service
  • OBS Introduces Managed Contact Center Cloud-Based Service
  • M-Tel Introduces M-Tel Call Center 0700 and M-Tel Call Center 0800 Service

12. PRODUCT INNOVATIONS/LAUNCHES IN THE RECENT PAST - A PERSPECTIVE BUILDER

  • Convergys Introduces Interaction Composer and Developer Zone
  • IntelePeer Introduces Contact Center Services to Enhance Outbound Contact Centers' Performance and Revenue
  • Verizon Introduces Verizon VoIP Inbound
  • Step to Call Center Unveils Call Center Kit's Arabic Version
  • QualiPlex Software Introduces Unite PBX v2.0 and Unite Call Center v2.0
  • Shiftboard Launches Scheduling Solution
  • Vodacom, Presence Technology and Inovo Introduces Call Center Service
  • SFR Business Team Unveils Pack Contact
  • Officescape Introduces Software for Call Centers
  • Vialinx Install On-Demand-Call Center Software of Five9
  • Zeacom Launches Record and Evaluate Module
  • Chunghwa Forms joint Venture with Xiamen City's Government to Manage Call Center Business
  • Broadcore Commences Broadcore Call Center
  • KUNNECT Introduces Hosted Call Center Solution
  • Tadiran Telecom Introduces Composit Contact Pro

13. RECENT INDUSTRY ACTIVITY

  • RACO Launches Omega Call Center Service
  • Telefonica Germany Launches ICC Call Center Platform for Business Customers
  • Zeacom Enters into a Partnership with Ronco Communications
  • Southwest Airlines Sets up a New Call Center in San Antonio
  • C3 Launches a New Customer Contact Center in Guatemala City
  • GDA Sets up a Call Center in Ghaziabad
  • MphasiS Sets up Two Contact Centers in Mangalore and Bhubaneswar
  • Investbank Partners with Artelco to Launch a New Contact Center
  • Toshiba Europe Launches a New Call Center in Prague
  • Aegis Commences a Call Center in Costa Rica
  • Crawford & Company Forms Joint Venture with Call Center Services
  • Spanlink Communications Enters into Partnership with Convergys
  • Airtel Enters into Partnership with Avaya
  • Consumer Cellular Inaugurates New Call Centre
  • Aegis Opens New Contact Center
  • Megafon Inaugurates Call Center for the Universiade 2013 Games
  • TSYS Managed Services Inaugurates New Call Center
  • Sitel Expands Call Center
  • KANA Purchases Ciboodle from Sword Group
  • Interactive Intelligence Purchases ATIO Contact Center Assets
  • SHL Merges with PreVisor
  • Consumer Cellular to Take over T-mobile Call Center
  • TelStrat Inks Distribution Agreement with Ingram Micro Asia
  • Connect First Inks Partnership with the Office Gurus
  • Genesys Inks Service Provider Agreement with KDDI
  • DSCI Launches Augmented iPBX Call Center Services
  • TTL Acquires EPICCenter Technology from EasyRun
  • Tech Mahindra Acquires Hutchison's Contact Center
  • Sykes Acquires Alpine Access
  • 3CLogic Enters into Agreement with VA Associates
  • Ameridial Introduces Inbound Call Center Channel for TMC
  • Tikal Networks Introduces CenterMeter Contact Center on Demand Solution
  • ATGStores Selects Avaya AuraTM Contact Center of Avaya
  • Teleperformance Colombia Establishes Contact Center
  • Microsoft Acquires Interest in 24/7
  • NCO Group Merges with APAC Customer Services
  • Sitel Sets Up Call Center in Manila
  • Magma Group Partners with Respondez
  • Avaya Announces Interoperability between CallNACK Application of NACR with Avaya Collaboration Solutions
  • Avaya Establishes Novel Facility in Guangdong Province
  • Gexel Telecom to Install Contact Center Solution of Avaya to Enhance Customer Satisfaction
  • TalkTalk Telecom Group Selects Wipro BPO as Strategic Partner
  • Convergys Establishes High-tech Contact Center in Bogota
  • Wipro BPO Establishes Manjakkudi Rural BPO Center in Tamil Nadu
  • Sitel to Establish Customer Care Call Center in Belgrade
  • Avaya Takes Over Sipera
  • The Capita Group Takes Over Ventura
  • ExlService Holdings Takes Over Outsource Partners International
  • Salmat Inks Agreement with Avaya
  • Avaya Takes Over Aurix
  • Cassidian Communications Signs Agreement with Avaya
  • 8x8 Acquires Contactual
  • SM Land Opens a Call Center in Mall of Asia Complex
  • Chatter Box to Acquire LCI Solutions' Call Center
  • M5 Networks Acquires Callfinity
  • Enghouse Buys CosmoCom
  • Maximus Inaugurates Customer Contact Center
  • Nexxlinx Buys Microdyne Outsourcing
  • VA Unveils Call Center for Women Veteran
  • BNP2TKI Rolls Out Halo TKI number 0800-1000
  • Altitude Software Enters into Partnership with Umanis
  • ADCB Unveils Al Ain call center
  • LiveOps Takes Over Datasquirt
  • CallCopy Signs Reseller Agreement with BusComm
  • Intelisys Chooses inContact for Contact Center Software
  • Chatter Box Acquires Humsay I Global Services
  • USAN Unveils Hosted Contact Center News Website
  • RRA Sets Up Call Center

14. CORPORATE ACTIVITY IN THE RECENT PAST - A PERSPECTIVE BUILDER

  • Malaysia Airlines Selects Contact Centre Solutions of Avaya to Improve Customer Experience and Profitability
  • Chinatrust Commercial Bank Selects Total Contact Center Solution of Avaya to Improve Customer Satisfaction
  • Avaya Government Solutions Establishes Emergency 911 Call Center
  • QPC Launches QPC Contact NowTM hosted Contact Management Platform
  • Sitel Establishes Call Center
  • Wipro Infotech Bags IT Outsourcing Contract from Vasan Eye Care
  • Wipro Technologies Enters into Collaboration with Microsoft
  • Wipro Inks Outsourcing Contract with TV Sundram Iyengar & Sons
  • ATGStores Selects Avaya Aura(tm) Contact Center of Avaya
  • Astute Acquires Speech Labs
  • Five9 Utilizes Data Center of Internap for Cloud Based Call Centers
  • inContact Provides Hosted Call Center Solutions for EPIC
  • Cincom Ties up with IBM
  • inContact Signs Partnership Agreement with Verint Systems
  • Teleperformance Acquires beCogent
  • Moshi Moshi Hotline and Mitsui Set-Up Call Center Business in Vietnam
  • Sykes Enterprises to Establish Call Center in Berlin
  • Teleperformance Initiates Costa Rican Call Center Operations
  • Artfest International Sets Up Network Marketing Call Center
  • Stream Global Services Completes eTelecare Global Solutions Integration
  • Teleperformance Snaps Up Contact Center Services Provider Based in Turkey
  • CCT Group Snaps Up Interactive Response Technologies
  • Sykes Enterprises Snaps Up ICT Group
  • Bharti Teletech and Avaya Enter into Agreement
  • One To One Contacts Enters into Contracts with TOT Public and State Railway of Thailand
  • Macquarie Telecom Group Establishes MacquarieHUB
  • Telekom and AsissTT Establish New Customer Care Center
  • C3 to Establish Call Center in Idaho
  • Rollins Deploys Upgraded EDGE 2020 and Interaction Optimizer in Call Centers
  • Hinduja Global Solutions Took Over Careline Services
  • Sparsh BPO Services Signs Contract with Insurance Regulatory and Development Authority
  • Lancaster Newspapers Opens Call Center
  • New York Daily News Deploys Five9 Virtual Call Center Software of Five9
  • Videotron and Ministere de l'Emploi et de la Solidarite Sociale to Open New Customer Contact Center in Gatineau
  • Sitel Expands Call Center in Tenn
  • Aegis to Take Over Call Center of Sallie Mae in Texas
  • Pinnacle Security Upgrades Technology and Expands Call Center in Utah
  • Ctrip.com International Opens New Customer Care Center in Jiangsu
  • Ufone Opens New Customer Care Center in Lahore
  • Mortgage Contracting Services Introduces Call Center Service
  • Client Services Launches Call Center in Lenexa
  • UP Power Launches Computerized Call Centre
  • Sales Focus Establishes Call Centre in Kansas
  • LiveOps Enters into Partnership with Keniks
  • Teleperformance to Establish Contact Center
  • Oki Networks Improves Call Centre System
  • Hinduja Global Solutions Establishes Call Center in Iloilo
  • Servion Consolidates Call Centre Operations for Kotak Group
  • Econet Starts Biggest Call Center
  • Allconnect Establishes New Sales Center in Virginia
  • CosmoCom and Tata Communications Enter into Partnership with S Tel
  • Gartner Magic Quadrant Includes Aegis for North American CRM Contact Center BPO
  • Lockheed Martin and U.S. Census Bureau Unveil Call Center in Utah
  • Sales Focus Establishes Inside Sales Call Center
  • DYXnet Opens IP Call Center
  • Trustwave Set Up New Compliance Call Center
  • Coolpad Introduces the First 3G Video Call Center
  • Cox Communication to Close the Roanoke Call Center
  • Noble Systems Acquires Liberation(r) Product line from TeleDirect International
  • Noble Systems Acquires TouchStar Assets
  • Genesys Snaps Up SDE Software Development Engineering
  • Avaya Snaps Up Agile Software
  • Advanis Snaps Up Itracks Call Center
  • Avaya to Unveil New Customer Service Solutions
  • LG Electronics Launches Call Center in Lebanon
  • CNH Parts & Services Starts Operations at Technical Call-Center
  • Teleperformance India Begins Operations at New Contact Center in India
  • Affiliated Computer Services Snaps Up e-Services Group International
  • Transcom to Establish Call Center in Philippines
  • Avaya Acquires Nortel Enterprise Solutions
  • Aspect Takes Over Assets of AIM Technology
  • Dell to Take Over Perot Systems
  • Colorado Springs Utilities Adopts Qwest Call Center Solution

15. FOCUS ON SELECT GLOBAL PLAYERS

  • [24]7 Inc. (USA)
  • Acumen Telecomunicaciones SA de CV (Mexico)
  • Alliance Data Systems, Inc. (US)
  • Expert Global Solutions, Inc. (USA)
  • Aspect Software Inc.(USA)
  • ATOS S.A. (France)
  • Avaya Inc. (US)
  • BT Communications (Ireland) Limited (Ireland)
  • Capita Customer Management Limited (UK)
  • Convergys Corp. (US)
  • Datamatics Global Services Limited (India)
  • Dimension Data Group Company (South Africa)
  • Merchants Limited (UK)
  • Entel Call Center (Chile)
  • EXL Service Holdings, Inc. (US)
  • Genpact (India)
  • GTL Ltd. (India)
  • HCL BPO Services NI Ltd (Ireland)
  • IBM Global Process Services Pvt. Ltd (India)
  • Plusoft Informatica Ltda (Brazil)
  • Quality Plus Callscan Australia Pty Ltd. (Australia)
  • Sitel (US)
  • Stream Global Services Inc. (US)
  • Sykes Enterprises, Inc. (US)
  • Teleperformance SA (France)
  • TRG Customer Solutions (US)
  • West Corporation (US)
  • Wipro Technologies Ltd (India)

16. GLOBAL MARKET PERSPECTIVE

    • Table 4: World Recent Past, Current and Future Analysis for Call Centers by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Service Revenues in US$ Million for Years 2010 through 2018 (includes corresponding Graph/Chart)
    • Table 5: World Historic Review for Call Centers by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Service Revenues in US$ Million for Years 2004 through 2009 (includes corresponding Graph/Chart)
    • Table 6: World 11-Year Perspective for Call Centers by Geographic Region - Percentage Breakdown of Service Revenues for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets for Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)

III. MARKET

1. THE UNITED STATES

  • A. Market Analysis
    • Overview
      • Outlook
      • General Introduction
    • Table 7: North American Call Centers Industry (2011): Percentage Breakdown of Agents by In-House and Outsourced Positions (includes corresponding Graph/Chart)
    • MNCs Chant the Outsourcing Mantra for Global Expansion
      • Outsourcing by Sector
      • Financial Services
      • Transportation Sector
      • Distribution Sector
      • Telecommunication Sector
      • Insurance and Utilities
    • Key Issues
      • Cost Reduction Continues to Dictate Outsourcing Decisions
      • Proximity to Headquarters - Prime Consideration for Site Selection
    • Industry Trends
      • Call Centers - Getting Bigger and More Sophisticated
      • Web-Enabled Call Centers Set to Outpace Conventional Ones
      • Call Centers - A Major Employer
      • Workforce Turnover - On the Higher Side?
      • Outsourcing Adversely Affects US Call Center Jobs
      • Companies Emphasize on Quality of Customer Service
      • Hosted Contact Center Solutions Gain Traction
    • Vertical Market Trends
    • Table 8: US Contact Centers Industry (2011): Percentage Breakdown of Call Centers by Vertical Industry - Retail and Distribution, Finance, Manufacturing, Services, Telecom, Public Services, IT, and Others (includes corresponding Graph/Chart)
    • Table 9: US Contact Center Market (2011): Percentage Breakdown of Revenues by Leading Companies (includes corresponding Graph/Chart)
    • Table 10: US Contact Center Market (2011): Percentage Breakdown of Revenues by Type of Services Offered (includes corresponding Graph/Chart)
    • Call Center Software Market in the US
      • Superior functionality is the New Customer Mantra for Software
      • IVR Set to Make Deeper Inroads into the Call Center Market
      • Workforce Management Software Finds More Takers
    • Regulatory Issues in the US Industry
      • US Vs Europe - Safe Harbor and Effect on Call Centers
      • Safe Harbor - What it Entails
      • Privacy Protection Policies - The Trans- Atlantic Divide
      • How 'Safe' is Safe Harbor?
    • Legal and Regulatory Framework
      • Insurance Call Centers in California to Employ Licensed Agents
      • DNC Registery
      • Federal Laws prohibits Sale of Consumer Health Data
    • Product/Service Launches
    • Strategic Corporate Developments
    • Key Players
  • B. Market Analytics
    • Table 11: US Recent Past, Current & Future Analysis for Call Centers Market with Annual Service Revenues in US$ Million for Years 2010 through 2018 (includes corresponding Graph/Chart)
    • Table 12: US Historic Review for Call Centers Market with Annual Service Revenues in US$ Million for Years 2004 through 2009 (includes corresponding Graph/Chart)

2. CANADA

  • A. Market Analysis
    • Current and Future Analysis
    • Availability of Large English-Speaking and Multilingual Talent Pools
    • Issues and Trends
      • Unsolicited Telemarketing - Canada Fights Back
      • Call Centers into Less Populous Towns
  • B. Market Analytics
    • Table 13: Canadian Recent Past, Current & Future Analysis for Call Centers Market with Annual Service Revenues in US$ Million for Years 2010 through 2018 (includes corresponding Graph/Chart)
    • Table 14: Canadian Historic Review for Call Centers Market with Annual Service Revenues in US$ Million for Years 2004 through 2009 (includes corresponding Graph/Chart)

3. JAPAN

  • A. Market Analysis
    • Current and Future Analysis
    • Strategic Corporate Developments
  • B. Market Analytics
    • Table 15: Japanese Recent Past, Current & Future Analysis for Call Centers Market with Annual Service Revenues in US$ Million for Years 2010 through 2018 (includes corresponding Graph/Chart)
    • Table 16: Japanese Historic Review for Call Centers Market with Annual Service Revenues in US$ Million for Years 2004 through 2009 (includes corresponding Graph/Chart)

4. EUROPE

  • A. Market Analysis
    • Current and Future Analysis
    • Issues and Trends
      • Finance Industry Seeks Call Center Services
      • An Important Hub
      • Highly Fragmented Market
      • EU Call Center Revenues - A Four Nation Show?
      • Locational Parameters - Important Trends
      • Priority Requirements
      • High-Profile Locations
      • Ireland, the Netherlands and the United Kingdom
      • The Downside of the Success Story
      • Alternate Regional Destinations
      • Sub-regional Concept Rules Supreme...
    • Market Drivers
      • Educated and Multilingual Workforce - An Advantage
      • CRM Technologies Herald Evolution of Multimedia Contact Centers
      • Rise in Internet and e-Commerce Spells Growth for Web-based Call Centers
    • Market Trends
      • Growth Moves to Small & Suburban Towns
      • Call centers Grow Techno-centric
      • Competition - Having it the Customer's way
      • Outsourced Call Center Agent Positions on the Rise
      • Internet-Call Center Integration Takes Wings in Europe
      • Multimedia Contact Centers Spring up in Unexploited Markets
    • Technology Trends
      • Voice over IP - Preferred Medium in Web-based Call Centers
      • Speech Recognition Technologies Hold Promising Potential
      • CTI - The New Buzz Word on the Rounds
    • Vertical Industry Highlights
      • Leading Call Center Revenue Earners
      • Banks and Insurance Step up the Gas on Call Center Usage
      • Banks
      • Insurance Companies
  • B. Market Analytics
    • Table 17: European Recent Past, Current and Future Analysis for Call Centers by Geographic Region - France, Germany, Italy, UK, Spain, Russia, The Netherlands, Ireland, Sweden and Rest of Europe Markets with Annual Service Revenues in US$ Million for Years 2010 through 2018 (includes corresponding Graph/Chart)
    • Table 18: European Historic Review for Call Centers by Geographic Region - France, Germany, Italy, UK, Spain, Russia, The Netherlands, Ireland, Sweden and Rest of Europe Markets with Annual Service Revenues in US$ Million for Years 2004 through 2009 (includes corresponding Graph/Chart)
    • Table 19: European 15-Year Perspective for Call Centers by Geographic Region - Percentage Breakdown of Service Revenues for France, Germany, Italy, UK, Spain, Russia, The Netherlands, Ireland, Sweden and Rest of Europe Markets for Years 2004, 2011 & 2018 (includes corresponding Graph/Chart)

4a. FRANCE

  • A. Market Analysis
    • Current and Future Analysis
    • A Leading West European Call Center Market
    • Home Banking & Finance Sectors Drive Call Center Growth
    • Table 20: French Call Centers Industry (2011): Percentage Breakdown of Call Centers by Vertical Industry - Telecom, Services, Finance/Banking/ Insurance, IT and Others (includes corresponding Graph/Chart)
    • Key Players
  • B. Market Analytics
    • Table 21: French Recent Past, Current & Future Analysis for Call Centers Market with Annual Service Revenues in US$ Million for Years 2010 through 2018 (includes corresponding Graph/Chart)
    • Table 22: French Historic Review for Call Centers Market with Annual Service Revenues in US$ Million for Years 2004 through 2009 (includes corresponding Graph/Chart)

4b. GERMANY

  • A. Market Analysis
    • Current and Future Analysis
    • German Call Centers - An Introduction
    • Issues and Trends
      • Key Issues
      • Stringent Labor Laws Restrict Rapid Growth
      • Liberalization Opens Avenues for Overseas Players
      • Stringent Regulatory Norms Set Up High Entry Barriers
    • Market Trends
      • Increased Use of Mobile Phones Restrict Web-Enabled Services
      • ACD Systems - Promising Potential for Hardware Vendors
    • Market Drivers
      • Exceptionally High Standards of Customer Service
      • Availability of Skilled and Relatively Low cost Labor
      • Well-developed Infrastructure Facilities
    • Strategic Corporate Development
  • B. Market Analytics
    • Table 23: German Recent Past, Current & Future Analysis for Call Centers Market with Annual Service Revenues in US$ Million for Years 2010 through 2018 (includes corresponding Graph/Chart)
    • Table 24: German Historic Review for Call Centers Market with Annual Service Revenues in US$ Million for Years 2004 through 2009 (includes corresponding Graph/Chart)

4c. ITALY

  • A. Market Analysis
    • Current and Future Analysis
  • B. Market Analytics
    • Table 25: Italian Recent Past, Current & Future Analysis for Call Centers Market with Annual Service Revenues in US$ Million for Years 2010 through 2018 (includes corresponding Graph/Chart)
    • Table 26: Italian Historic Review for Call Centers Market with Annual Service Revenues in US$ Million for Years 2004 through 2009 (includes corresponding Graph/Chart)

4d. THE UNITED KINGDOM

  • A. Market Analysis
    • Current and Future Analysis
      • Largest and the Most Developed
      • Financial Services Command More Share
    • Issues and Trends
      • UK Contact Center Industry - Growth Despite Adversities
      • UK Companies Reverting to Domestic Call Centers
    • Strategic Corporate Developments
    • Key Players
  • B. Market Analytics
    • Table 27: UK Recent Past, Current & Future Analysis for Call Centers Market with Annual Service Revenues in US$ Million for Years 2010 through 2018 (includes corresponding Graph/Chart)
    • Table 28: UK Historic Review for Call Centers Market with Annual Service Revenues in US$ Million for Years 2004 through 2009 (includes corresponding Graph/Chart)

4e. SPAIN

  • A. Market Analysis
    • Current and Future Analysis
    • Market Drivers
      • Multilingual Workforce
      • Government Initiatives
  • B. Market Analytics
    • Table 29: Spanish Recent Past, Current & Future Analysis for Call Centers Market with Annual Service Revenues in US$ Million for Years 2010 through 2018 (includes corresponding Graph/Chart)
    • Table 30: Spanish Historic Review for Call Centers Market with Annual Service Revenues in US$ Million for Years 2004 through 2009 (includes corresponding Graph/Chart)

4f. RUSSIA

  • A. Market Analysis
    • Current and Future Analysis
    • Issues and Trends
      • Leading Call Center Investors
      • Poor Telecom Infrastructure Continues to Impede Rapid Market Growth
    • Strategic Corporate Developments
  • B. Market Analytics
    • Table 31: Russian Recent Past, Current & Future Analysis for Call Centers Market with Annual Service Revenues in US$ Million for Years 2010 through 2018 (includes corresponding Graph/Chart)
    • Table 32: Russian Historic Review for Call Centers Market with Annual Service Revenues in US$ Million for Years 2004 through 2009 (includes corresponding Graph/Chart)

4g. THE NETHERLANDS

  • A. Market Analysis
    • Current and Future Analysis
    • Netherlands- Mature Call Center Market
    • The "King of Benelux" Call Center Market
    • Favorite Call Center Destination for Pan-European Operations
    • Market Drivers
      • Multilingual Workforce with a Diverse Cultural Background
      • Availability of Formally Qualified Computer-Literate Labor
      • Relatively Low Labor and Operational Costs
      • Hassle-free Legal & Regulatory Framework
      • No Bar on B2C and B2B Telemarketing Calls
      • Widespread Consumer Acceptance to Products/Services via Call Centers
  • B. Market Analytics
    • Table 33: The Netherlands Recent Past, Current & Future Analysis for Call Centers Market with Annual Service Revenues in US$ Million for Years 2010 through 2018 (includes corresponding Graph/Chart)
    • Table 34: The Netherlands Historic Review for Call Centers Market with Annual Service Revenues in US$ Million for Years 2004 through 2009 (includes corresponding Graph/Chart)

4h. IRELAND

  • A. Market Analysis
    • Current and Future Analysis
    • A Leading European Call Center Market
    • Preferred Destination for US Players
    • Large Educated Workforce Capable of Handling All Major European Languages
    • Relatively Low Costs of Employment
    • Government Initiatives
    • Issues & Trends
      • A Maturing Market
      • Increased Competition from Asian Nations
    • Key Players
  • B. Market Analytics
    • Table 35: Irish Recent Past, Current & Future Analysis for Call Centers Market with Annual Service Revenues in US$ Million for Years 2010 through 2018 (includes corresponding Graph/Chart)
    • Table 36: Irish Historic Review for Call Centers Market with Annual Service Revenues in US$ Million for Years 2004 through 2009 (includes corresponding Graph/Chart)

4i. SWEDEN

  • A. Market Analysis
    • Current and Future Analysis
    • Ranked Among Evolving European Call Center Markets
    • Market Drivers
      • Relatively Low Labor Cost
      • Availability of Educated and Internet-Savvy Workforce
  • B. Market Analytics
    • Table 37: Swedish Recent Past, Current & Future Analysis for Call Centers Market with Annual Service Revenues in US$ Million for Years 2010 through 2018 (includes corresponding Graph/Chart)
    • Table 38: Swedish Historic Review for Call Centers Market with Annual Service Revenues in US$ Million for Years 2004 through 2009 (includes corresponding Graph/Chart)

4j. REST OF EUROPE

  • A. Market Analysis
    • Current and Future Analysis
    • Major Regional Markets
    • Belgium
      • Regulatory Environment
    • Denmark
    • Norway
    • Central and Eastern Markets
      • Hungary
      • Austria
      • Finland
      • Poland
      • Czech Republic
    • Turkey
    • Strategic Corporate Developments
  • B. Market Analytics
    • Table 39: Rest of Europe Recent Past, Current & Future Analysis for Call Centers Market with Annual Service Revenues in US$ Million for Years 2010 through 2018 (includes corresponding Graph/Chart)
    • Table 40: Rest of Europe Historic Review for Call Centers Market with Annual Service Revenues in US$ Million for Years 2004 through 2009 (includes corresponding Graph/Chart)

5. ASIA-PACIFIC

  • A. Market Analysis
    • Current and Future Analysis
      • The New Worldwide Call Center Hub
      • Contact Centers in Asia - An Introduction
    • Table 41: Asian Contact Centers Industry (2011): Percentage Breakdown of Call Centers by Activity for Customer Service Centers, Technical Support, and Others (includes corresponding Graph/Chart)
      • Low Labor and Operational Costs Remain Trump Cards
    • Does Intense Competition Imply Unparalleled Customer Service?
    • Changing Scenario in Asian Contact Center Industry
      • Contact Center Outsourcing
      • Asian Offshore Outsourcing Services: A Huge and Expanding Market.
    • Table 42: Asia Offshore Contact Center Outsourcing Market (2011): Percentage Share Breakdown by Key Source Country (includes corresponding Graph/Chart)
      • Transforming Technologies
    • Issues and Trends
      • Poor Telecom Infrastructure Hinders Rapid Growth
      • Internet-Call Center Integration Picks Up Momentum
  • B. Market Analytics
    • Table 43: Asia-Pacific Recent Past, Current & Future Analysis for Call Centers by Geographic Region - Australia, China, India, Philippines, Singapore, and Rest of Asia-Pacific Markets with Annual Service Revenues in US$ Million for Years 2010 through 2018 (includes corresponding Graph/Chart)
    • Table 44: Asia-Pacific Historic Review for Call Centers by Geographic Region - Australia, China, India, Philippines, Singapore, and Rest of Asia- Pacific Markets with Annual Service Revenues in US$ Million for Years 2004 through 2009 (includes corresponding Graph/Chart)
    • Table 45: Asia-Pacific 15-Year Perspective for Call Centers by Geographic Region - Percentage Breakdown of Service Revenues for Australia, China, India, Philippines, Singapore, and Rest of Asia-Pacific Markets for Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)

5a. AUSTRALIA

  • A. Market Analysis
    • Overview
      • Current and Future Analysis
      • Well-Educated High Caliber Workforce
      • Ideal location for 24/7 Call Center Services
      • Outsourced Call Center Industry
      • Issues and Trend
      • High Workforce Turnover
      • Call Centers Re-establish Focus on Inbound Customer Service
    • Strategic Corporate Development
    • Key Player
  • B. Market Analytics
    • Table 46: Australian Recent Past, Current & Future Analysis for Call Centers Market with Annual Service Revenues in US$ Million for Years 2010 through 2018 (includes corresponding Graph/Chart)
    • Table 47: Australian Historic Review for Call Centers Market with Annual Service Revenues in US$ Million for Years 2004 through 2009 (includes corresponding Graph/Chart)

5b. CHINA

  • A. Market Analysis
    • Overview
    • Recession and the Chinese Contact Center Industry
    • Current and Future Analysis
    • Deregulation Triggers Rapid Progress
    • Focus on Low-Cost Call Center Solutions
    • Strategic Corporate Developments
  • B. Market Analytics
    • Table 48: Chinese Recent Past, Current & Future Analysis for Call Centers Market with Annual Service Revenues in US$ Million for Years 2010 through 2018 (includes corresponding Graph/Chart)
    • Table 49: Chinese Historic Review for Call Centers Market with Annual Service Revenues in US$ Million for Years 2004 through 2009 (includes corresponding Graph/Chart)

5c. INDIA

  • A. Market Analysis
    • Overview
    • Current and Future Analysis
    • Emergence of Indian BPOs - A Peek into History
      • Consolidation Paves the Way
      • The National Do-Not-Call Registry
      • Government Relaxes Legislation
    • Market Drivers
      • Large Educated English-Speaking Work pool
      • Availability of Technical-savvy Labor
      • Relatively Low Labor and Operational Costs
    • Specialization - Leading to Differentiation
      • Change - The Only Constant that Drives Growth
      • A Leading Market for IT-Enabled Services Outsourcing
      • Advantageous Time Zone for 24/7 Operations
      • Call Center Jobs Held in High Esteem
      • Government Initiatives
    • Key Issues
      • Unreliable Telecom Infrastructure
      • Bandwidth - Dampen Customer Connectivity
      • Agent Training to Neutralize Indiscernible Accents
      • Lack of Seasoned Management with Adequate Call Center Experience
    • Other Issues...
      • Small Call Centers - Where the Action Is!
      • UK's Blatant Opposition to Indian Outsourcing
    • Competitive Scenario
      • The Mood is Infectious...Indian Majors Join the Bandwagon
    • Strategic Corporate Developments
    • Product Launches
    • Key Players
  • B. Market Analytics
    • Table 50: Indian Recent Past, Current & Future Analysis for Call Centers Market with Annual Service Revenues in US$ Million for Years 2010 through 2018 (includes corresponding Graph/Chart)
    • Table 51: Indian Historic Review for Call Centers Market with Annual Service Revenues in US$ Million for Years 2004 through 2009 (includes corresponding Graph/Chart)

5d. PHILIPPINES

  • A. Market Analysis
    • Current and Future Analysis
    • Market Overview
    • Impact Of Recession
    • BPO - A Natural Choice for Filipinos
      • Favorable Factors for Philippines Contact Centers Market
    • Low Labor Costs Attract Overseas Players
    • Call Centers Support Other Sectors
    • Companies Scour Non-Urban Locations for Call Centers
    • Table 52: Call Centers in the Philippines (2011): Percentage Breakdown of Number of Call Centers by Region for Metro Manila, Cebu, Iloilom Clark Ecozone and Others (includes corresponding Graph/Chart)
    • Issues and Trends
      • Human Resource - A Barrier for Philippines Outsourcing Industry
    • Strategic Corporate Developments
  • B. Market Analytics
    • Table 53: Philippines Recent Past, Current & Future Analysis for Call Centers Market with Annual Service Revenues in US$ Million for Years 2010 through 2018 (includes corresponding Graph/Chart)
    • Table 54: Philippines Historic Review for Call Centers Market with Annual Service Revenues in US$ Million for Years 2004 through 2009 (includes corresponding Graph/Chart)

5e. SINGAPORE

  • A. Market Analysis
    • Current and Future Analysis
    • Strategic Corporate Developments
  • B. Market Analytics
    • Table 55: Singapore Recent Past, Current & Future Analysis for Call Centers Market with Annual Service Revenues in US$ Million for Years 2010 through 2018 (includes corresponding Graph/Chart)
    • Table 56: Singapore Historic Review for Call Centers Market with Annual Service Revenues in US$ Million for Years 2004 through 2009 (includes corresponding Graph/Chart)

5f. REST OF ASIA-PACIFIC

  • A. Market Analysis
    • Current and Future Analysis
    • Key Markets
      • Malaysia
      • Pakistan
    • Strategic Corporate Developments
  • B. Market Analytics
    • Table 57: Rest of Asia-Pacific Recent Past, Current & Future Analysis for Call Centers with Annual Service Revenues in US$ Million for Years 2010 through 2018 (includes corresponding Graph/Chart)
    • Table 58: Rest of Asia-Pacific Historic Review for Call Centers with Annual Service Revenues in US$ Million for Years 2004 through 2009 (includes corresponding Graph/Chart)

6. LATIN AMERICA

  • A. Market Analysis
    • Current and Future Analysis
    • A Growing Call Center Market
      • Intense Competition to Win Customers Driving Call Center Growth
    • Emerging Regions
    • Table 59: Latin American Call Centers Industry (2011): Percentage Breakdown of Call Center Numbers by Country for Brazil, Mexico, Argentina and Others (includes corresponding Graph/Chart)
  • B. Market Analytics
    • Table 60: Latin American Recent Past, Current & Future Analysis for Call Centers by Geographic Region - Brazil, Mexico and Rest of Latin American Markets with Annual Service Revenues in US$ Million for Years 2010 through 2018 (includes corresponding Graph/Chart)
    • Table 61: Latin American Historic Review for Call Centers by Geographic Region - Brazil, Mexico and Rest of Latin American Markets with Annual Service Revenues in US$ Million for Years 2004 through 2009 (includes corresponding Graph/Chart)
    • Table 62: Latin American 15-Year Perspective for Call Centers by Geographic Region - Percentage Breakdown of Service Revenues for Brazil, Mexico and Rest of Latin American Markets for Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)

6a. BRAZIL

  • A. Market Analysis
    • Current and Future Analysis
    • Leading Call Center Market in Latin America
    • Table 63: Brazilian Contact Centers Market (2011): Percentage Share Breakdown of Call Center Positions by State (includes corresponding Graph/Chart)
    • Changing Structure of Contact Center Industry
    • Table 64: Brazilian Outsourced Call Center Industry (2011): Percentage Breakdown of Revenues by Vertical Industry (includes corresponding Graph/Chart)
    • Strategic Corporate Development
    • Key Player
  • B. Market Analytics
    • Table 65: Brazilian Recent Past, Current & Future Analysis for Call Centers Market with Annual Service Revenues in US$ Million for Years 2010 through 2018 (includes corresponding Graph/Chart)
    • Table 66: Brazilian Historic Review for Call Centers Market with Annual Service Revenues in US$ Million for Years 2004 through 2009 (includes corresponding Graph/Chart)

6b. MEXICO

  • A. Market Analysis
    • Current and Future Analysis
    • An Emerging Call Center Hub
    • Call Center Infrastructure
    • Regional Distribution of Call Centers
    • Table 67: Regional Distribution of Call Centers in Mexico (2011): Percentage Breakdown by Mexico City, Monterrey, Guadalajara, Tijuana and Others (includes corresponding Graph/Chart)
    • Labor Issues
    • Key Player
  • B. Market Analytics
    • Table 68: Mexican Recent Past, Current & Future Analysis for Call Centers Market with Annual Service Revenues in US$ Million for Years 2010 through 2018 (includes corresponding Graph/Chart)
    • Table 69: Mexican Historic Review for Call Centers Market with Annual Service Revenues in US$ Million for Years 2004 through 2009 (includes corresponding Graph/Chart)

6c. REST OF LATIN AMERICA

  • A. Market Analysis
    • Overview and Outlook
    • Argentinean Contact Centers Industry - Highlights
    • Call Centers Market in Chile
    • Strategic Corporate Developments
    • Key Players
  • B. Market Analytics
    • Table 70: Rest of Latin America Recent Past, Current & Future Analysis for Call Centers Market with Annual Service Revenues in US$ Million for Years 2010 through 2018 (includes corresponding Graph/Chart)
    • Table 71: Rest of Latin America Historic Review for Call Centers Market with Annual Service Revenues in US$ Million for Years 2004 through 2009 (includes corresponding Graph/Chart)

7. REST OF WORLD

  • A. Market Analysis
    • Current and Future Analysis
    • Caribbean - Emerging as a Major Call Center Destination
      • Multilingual Skills and Low Employment Costs Attract Global Players
    • Dubai: The Call Center Oasis
      • Jamaica - Preferred Call Center Outsourcing Destination
    • South Africa
    • Table 72: South African Call Centers Industry (2011): Percentage Breakdown of Call Center Sites by Vertical Sector (includes corresponding Graph/Chart)
      • Western Cape Emerging as the Preferred Hub
    • Table 73: South African Call Centers Industry (2011): Percentage Breakdown of Call Center Sites by Province for Greater Johannesburg, Cape Town, Greater Durban, Pretoria and Others (includes corresponding Graph/Chart)
    • Strategic Corporate Development
    • Key Player
  • B. Market Analytics
    • Table 74: Rest of World Recent Past, Current & Future Analysis for Call Centers Market with Annual Service Revenues in US$ Million for Years 2010 through 2018 (includes corresponding Graph/Chart)
    • Table 75: Rest of World Historic Review for Call Centers Market with Annual Service revenues in US$ Million for Years 2004 through 2009 (includes corresponding Graph/Chart)
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