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San Jose, California — March 17, 2008

Contact centers have emerged as critical components of a business enterprise, not only as a medium for customer interaction, but also for boosting sales revenue. Changing market conditions such as increasing business competition, changes in the economy, and conservatism among customers are making it easy to expand client base in the call centers industry. Building up customer loyalty is no longer the only challenge for contact center professionals; measuring up to the fast paced changes that the contact center industry is undergoing is far difficult. Quick adaptability to innovations and other technology-based changes taking place in the contact center processes are turning out to be an imperative for the contact center professionals.

Global call centers market is projected to touch US5 billion by 2010, as stated in a recent report published by Global Industry Analysts, Inc. North America and Europe dominate the global scenario, and account for about 85% share of the service revenues. Asia-Pacific holds enormous potential, and is projected to drive growth in the global arena. Major trends influencing the market includes expanding operational costs and budgetary allocations, declining telecommunications costs, rise in number of hosted call centers, growing significance of Asian call centers, and transformation of call centers into contact centers. Despite its status as the fastest growing employer, call centers face challenges in the form of shortage of skilled employees, and high employee turnover rate. The Philippines is set to emerge as the fastest growing market for call centers, and is projected to increase at a compounded annual rate of 36% over the period 2000-2010.

The call center market is highly fragmented with a number of players vying for their own special niche in the market. Substantial growth in the number of call centers and advancements in technology have led to fierce competition in the market. The competition in effect has been intensifying with each new product or technology release. The study reviews major players in the call centers market including 24/7Customer, Acumen Telecomunicaciones, Alliance Data Systems, Inc., APAC Customer Services, Inc., ATOS Origin, S.A., Avaya Inc, British Telecom Northern Ireland, Convergys Corp, Datamatics Technologies Ltd, Entel Call Center, EXL Service Holdings, Inc., Genpact, IBM Daksh Business Process Services Pvt. Ltd, Inkfish Call Centers Limited, Merchants Limited, Plusoft Informatica, Quality Plus Callscan Australia Pty Ltd., Sitel, Stream International, Inc., Sykes Enterprises, Inc., Teleperformance, Touchbase, TRG Customer Solutions, Ventura, West Corporation, and Wipro Technologies.

The report titled “Call Centers: A Global Strategic Business Report”, published by Global Industry Analysts, Inc., provides a comprehensive review of market trends, product profile, recent developments, mergers, acquisitions, and other strategic industry activities. The study analyzes recent past, current and future market data and analytics over the period 2000-2010 and long term projections (2011-2015) for regions including the United States, Canada, Japan, Europe (France, Germany, Italy, UK, Spain, Russia, Netherlands, Ireland, Sweden and Rest of Europe), Asia-Pacific (Australia, China, India, Philippines, Singapore and Rest of Asia-Pacific), Latin America (Brazil, Mexico, and Rest of Latin America), and Rest of World.

For more details about this research report, please visit http://www.strategyr.com/Call_Centers_Market_Report.asp

About Global Industry Analysts, Inc.

Global Industry Analysts, Inc., (GIA) is a reputed publisher of off-the-shelf market research. Founded in 1987, the company is globally recognized as one of the world’s largest market research publishers. The company employs over 700 people worldwide and publishes more than 880 full-scale research reports each year. Additionally, the company also offers a range of over 60,000 smaller research products including company reports, market trend reports, and industry reports encompassing all major industries worldwide.

Global Industry Analysts, Inc.

Telephone 408-528-9966

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Email press@StrategyR.com

Web Site http://www.strategyR.com/

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