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Conferences DIRECTORY DA/Call Center Optimization Services |
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| CHAPTER I: Executive Overview |
| CHAPTER II: Industry Trends and Drivers |
| 2.0 Overview |
| 2.1 Moving from Voice to Data Networks |
| 2.2 Managing the Entire Relationship |
| 2.3 The Dot Com Experience |
| 2.4 Converging Technology |
| 2.5 Vendor and Consolidating |
| 2.6 Outsourcing |
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2.7 The Year of Transition |
| 2.8 Market Potential |
| 2.9 Investment Plans |
| 2.10 Conclusion |
| CHAPTER III: CRM Technology -- The Best of Both Worlds |
| 3.0 Overview |
| 3.1 Customer Service Trade-offs |
| 3.2 Blended Media Center Technologies |
| 3.2.1 CRL/CTI/eCTI Provides the Infrastructure |
| 3.2.2 Email Management Systems |
| 3.2.3 Web Chat Text Based |
| 3.2.4 Live Escorted Browsing |
| 3.2.5 Intelligent/Expert Systems |
| 3.2.6 Web Callback (Push to Talk) |
| 3.2.6.1 PSTN Calls |
| 3.2.6.2 One-Line Versus Two-Line Call Backs |
| 3.2.7 Web Call Through VoIP Calls |
| 3.2.8 Reporting |
| 3.2.9 Front End Back Office Systems (Sales/Service Systems) |
| 3.3 Implementing CRM -- Transitioning from the Legacy to the Next Generation |
| 3.4 CRM is Largely Outsourced |
| CHAPTER IV: Vendor Profiles |
| 4.0 Introduction |
| 4.1 Alcatel |
| 4.1.1 Company Background |
| 4.1.2 Product Information |
| 4.1.3 Market Strategy |
| 4.1.4 Assessment |
| 4.2 Altitude Software |
| 4.2.1 Company Background |
| 4.2.2 Product Information |
| 4.2.3 Market Strategy |
| 4.2.4 Assessment |
| 4.3 Aspect Communications |
| 4.3.1 Company Background |
| 4.3.2 Product Information |
| 4.3.3 Market Strategy |
| 4.3.4 Assessment |
| 4.4 Avaya |
| 4.4.1 Company Background |
| 4.4.2 Product Information |
| 4.4.3 Marketing Strategy |
| 4.4.4 Assessment |
| 4.5 Calico Commerce, Inc. |
| 4.5.1 Company Background |
| 4.5.2 Product Information |
| 4.5.3 Marketing Strategy |
| 4.5.4 Assessment |
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4.6 Cisco |
| 4.6.1 Company Background |
| 4.6.2 Product Information |
| 4.6.3 Market Strategy |
| 4.6.4 Assessment |
| 4.7 Davox |
| 4.7.1 Company Background |
| 4.7.2 Product Information |
| 4.7.3 Market Strategy |
| 4.7.4 Assessment |
| 4.8 eGain |
| 4.8.1 Company Background |
| 4.8.2 Product Information |
| 4.8.3 Market Strategy |
| 4.8.4 Assessment |
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4.9 E.piphany |
| 4.9.1 Company Background |
| 4.9.2 Product Information |
| 4.9.3 Market Strategy |
| 4.9.4 Assessment |
| 4.10 eshare |
| 4.10.1 Company Background |
| 4.10.2 Product Information |
| 4.10.3 Market Strategy |
| 4.10.4 Assessment |
| 4.11 Firepond |
| 4.11.1 Company Background |
| 4.11.2 Product Information |
| 4.11.3 Market Strategy |
| 4.11.4 Assessment |
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4.12 ITXC |
| 4.12.1 Company Background |
| 4.12.2 Product Information |
| 4.12.3 Marketing Strategy |
| 4.12.4 Assessment |
| 4.13 Hewlett-Packard |
| 4.13.1 Company Background |
| 4.13.2 Product Information |
| 4.13.3 Market Strategy |
| 4.13.4 Assessment |
| 4.14 Interactive Intelligence |
| 4.14.1 Company Background |
| 4.14.2 Product Information |
| 4.14.1 Market Strategy |
| 4.14.2 Assessment |
| 4.15 InterVoice-Brite |
| 4.15.1 Company Background |
| 4.15.2 Product Information |
| 4.15.3 Market Strategy |
| 4.15.4 Assessment |
| 4.16 KANA Communications |
| 4.16.1 Company Background |
| 4.16.2 Product Information |
| 4.16.3 Market Strategy |
| 4.16.4 Assessment |
| 4.17 HNC Software |
| 4.17.1 Company Background |
| 4.17.2 Product Information |
| 4.17.3 Market Strategy |
| 4.17.4 Assessment |
| 4.18 Nortel Networks |
| 4.18.1 Company Background |
| 4.18.2 Product Information |
| 4.18.3 Market Strategy |
| 4.18.4 Assessment |
| 4.19 Rockwell |
| 4.19.1 Company Background |
| 4.19.2 Product Information |
| 4.19.3 Market Strategy |
| 4.19.4 Assessment |
| 4.20 Siemens |
| 4.20.1 Company Background |
| 4.20.2 Product Information |
| 4.20.3 Market Strategy |
| 4.20.4 Assessment |
| 4.21 Spanlink |
| 4.21.1 Company Background |
| 4.21.2 Product Information |
| 4.21.3 Market Strategy |
| 4.21.4 Assessment |
| 4.22 Teloquent |
| 4.22.1 Company Background |
| 4.22.2 Product Information |
| 4.22.3 Market Strategy |
| 4.22.4 Assessment |
| 4.23 Conclusion |
| CHAPTER V: Competitive Analysis |
| 5.0 Overview |
| 5.1 Consolidation of Suppliers |
| 5.2 Changing Market Definition |
| 5.3 From Point Solutions to Integrated Systems |
| 5.4 Market Entry for other Vendors |
| 5.5 Market Segment Analysis |
| 5.5.1 Switch Vendors |
| 5.5.2 Web Oriented Vendors |
| 5.6 Outsourcing |
| 5.6.1 WorldCom |
| 5.7 Web Based Solutions |
| 5.8 Next Generation Networks |
| CHAPTER VI: Market Forecast |
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6.0 Introduction |
| 6.1 Factors Influencing Market Revenues |
| 6.2 Contact Center Surveys |
| 6.3 Market Projections |
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LIST OF FIGURES |
| Figures |
| 1.1 Call Center Revenue Projections |
| 1.2 Total Customer Contact Center Revenue Projections |
| 3.1 Before eCTI |
| 3.2 After eCTI |
| 3.3 Major Sponsor To CRM With An Organization |
| 5.1 Market Consolidation Summary |
| 6.1 Percent Cisco Live! Calls of Total Contact Center Calls |
| 6.2 Cisco Live! Multi-Session Chat |
| 6.3 Percent of Contacts Handled By Channel |
| 6.4 Installed Technology – Formal Call Centers |
| 6.5 Installed Technology As A Percent of Total Respondents |
| 6.6 Integrators With Other Communications Channel |
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6.7 Plans to Integrate Voice With Other Channels |
| 6.8 Call Center and Internet Activity, Percent Total Responses |
| 6.9 What Would Make The Internet More Viable For Call Center Transactions |
| 6.10 Plans To Adopt IP Contact Central Model |
| 6.11 Customer Contact Center Revenue Projections |
| 6.12 IVR, CTI & Other Voice Related Systems Revenue Projections |
| 6.13 Contact Center Voice Applications Revenue Projections |
| 6.14 Web-Based Applications Revenue Projections |
| 6.15 Middleware, Link, & Integration Services Revenue Projections |
| 6.16 Total Customer Contact Center Revenues Projections |
| 6.17 Customer Contact Revenue Projections – Percent of Total |
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