CARRIER CLASS CONTACT CENTER APPLICATIONS

The ASP market is poised for huge growth, and one of the applications with enormous untapped potential is the customer contact center. The convergence of voice and data networks is giving rise to a host of new applications and services based on unified service architecture, including contact center capabilities. As new and traditional service providers become ASPs, many of the telecommunication carriers, including the BOCs and CLECs, will be offering hosted contact center capabilities. And the opportunities are enormous.

Architectural considerations and carrier-class reliability will become key determinants of who will win and who will lose in the race to obtain and keep subscriber customers. Companies offering hosted telecom services must do their research before purchasing and implementing their application platforms. This landmark study identifies the applications' architectural issues service providers and ASPs should consider before offering contact center capabilities to their subscribers.

This is the only study of its kind to identify the criteria, issues, and questions that service providers must ask, as well as identifying those vendors with the best offerings to meet these needs. Only in this unique study will you find rankings of the top application vendors and their carrier-class contact center offerings. While application features constantly change, architectures do not. By looking under the hood at the underlying architecture, rather than features, this study evaluates and analyzes the competing offerings. What are the attributes of a carrier-class solution, and which vendors' offerings are the most viable? This is a "must read" for any one making a buying decision.

Price $2,995.00 US
Published October 2000   

To Order This Study Or For More Information

Return to Report List