Contact Centre Industry Entering Critical Market Phase

July 7, 2005

TORONTO, Canada, July 7, 2005 – The rapid emergence of global competitors in the contact centre industry is reaching a critical stage that threatens Canadian vendors and their long-term survival. Global competitors are swiftly adopting new technology solutions to automate significant portions of the contact centre environment effectively reducing on-going operational costs. Accompanying this change is the globalization of the industry as represented by the transference of contact centre operations to lower cost destinations.

IDC Canada's study eBusiness Killed the Call Centre Star (Doc #CA114ABO) examines the current state of the contact centre market in Canada and assesses the requirements for Canadian-based vendors to successfully plot a course through emerging obstacles and challenges that await competitors.

The study, which briefly examines the role of contact centre outsourcers, internal contact centres, government, and industry organizations, represents IDC Canada's initial examination of the contact centre industry in this country, and the research will be supported by a newly created syndicated study entitled Cashing in on Contact Centres. "The contact centre industry will depend on several factors for its long-term survival," said Sebastien Ruest, Vice President Services Research, IDC Canada. "Some of these attributes including the use of advanced IT solutions, market-aligned portfolio/product offerings, the support of all levels of government, and, a industry representation will determine the competitiveness of the Canadian contact center industry."

About IDC Canada
IDC is the foremost global market intelligence and advisory firm in the information technology and telecommunications industries. IDC Canada forecasts and provides keen insight on Canadian, in addition to worldwide, IT markets and technology trends. Using a combination of rigorous primary research, in-depth analysis, and client interaction, IDC forecasts worldwide markets and trends to deliver dependable service and client advice.
More than 700 analysts in 43 countries provide global research with local content. IDC's customers comprise the world's leading IT suppliers, IT organizations, eBusiness companies and the financial community. Additional information can be found at www.idc.ca.

IDC is a division of IDG, the world's leading IT media, research and exposition company.

Contact

For more information please contact:

Craig Bator
Marketing, IDC Canada
Phone: (416) 673-2224
E-mail: cbator@idccanada.com