Global call centre revenue to reach $4bn by 2005: Ovum

A new report predicts Asia Pacific network-based call centre services will generate revenues more than $US450 million by 2005, from a base of $US20 million today.

According to the report from Ovum entitled "Network-based Call Centre Services: Market Strategies", telecomms service providers will reap global revenues totalling $US4 billion from network-based call centre services by 2005.

Market drivers for network-based services include the rapid development of technologies such as Internet-based access and natural voice response systems.

Increased competition in the telecommunications market is also a key driver, the report says.

John Delaney, an analyst at Ovum, commented: "Market dynamics and changes in call centre demographics, coupled with rapid growth of e-mail and Web use, are creating a window of opportunity for service providers to introduce network-based call centre services.

"Network-based call centre services bring opportunities for the marketplace. However, failure to react to the rapidly changing call centre environment will result in a lag in competitiveness for users. Vendors that ignore this segment will also see reduced growth opportunities," Delaney said.

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