| Section |
|
CHAPTER I: Executive Summary |
| 1.0
Introduction |
| 1.1
Infrastructure |
| 1.2
Administration |
|
CHAPTER II: Introductions |
| 2.0
Overview |
| 2.1
The ASP Phenomenon |
| 2.2
Network-Based Contact Center Services |
|
CHAPTER III: Market Trends and Implications on New Products |
| 3.0
Overview |
|
CHAPTER IV: Technology Requirements for Service Providers |
| 4.0 Overview |
| 4.1 Capabilities |
|
4.1.1 Multimedia ACD Capabilities/Media
Blending |
|
4.1.2 Intelligent Routing |
| 4.2
Architectural Elements |
|
4.2.1 Installation and Provisioning |
|
4.2.2 Partitioning |
|
4.2.3 Scalability |
|
4.2.4 Availability and Redundancy |
|
4.2.5 Centralized Network Administration |
|
4.2.6 Circuit Switched or Packet Switched |
|
4.2.7 Licensing |
|
4.2.8 Usage Controls for Billing Purposes |
|
4.2.9 Integration |
|
4.2.10 Open System Architecture/Open Standards |
|
4.2.11 Integrated Reporting |
|
4.2.12 Configuration |
| 4.3
Top Ten Selection Criteria |
|
CHAPTER V: Vendor Comparison Tables |
| 5.0
Overview |
|
CHAPTER VI: Evaluation Criteria and Ratings |
| 6.0
Overview |
| 6.1
Conclusion |
|
CHAPTER VII: Vendor Profile |
| 7.0
Introduction |
| 7.1
Apropos |
|
7.1.1 Total Interaction Management |
|
7.1.2 Media Handling Capabilities |
|
7.1.3 Platform Requirement |
|
7.1.4 VoIP |
|
7.1.5 Architecture and Scalability |
|
7.1.6 Multi-Company Capability |
|
7.1.7 Fault Tolerance |
|
7.1.8 Network Administration |
|
7.1.9 Reporting |
|
7.1.10 Licensing |
|
7.1.11 Analysis |
| 7.2
Aspect Communications |
|
7.2.1 The Aspect Solution |
|
7.2.2 Architecture |
|
7.2.3 Reporting |
|
7.2.4 Licensing |
|
7.2.5 Analysis |
| 7.3
CELLIT |
|
7.3.1 Multi-Media Capabilities |
|
7.3.2 Platform Requirement and
Provisions |
|
7.3.3 VoIP |
|
7.3.4 Architecture and Scalability |
|
7.3.5 Multi-Company Capabilities |
|
7.3.6 Fault Tolerance |
|
7.3.7 Network Administration |
|
7.3.8 Reporting |
|
7.3.9 Licensing |
|
7.3.10 Analysis |
|
7.4 Cisco |
|
7.4.1 Media Handling Capabilities |
|
7.4.2 Platform Requirements and
Provisioning |
|
7.4.3 VoIP Support |
|
7.4.4 Architecture and Scalability |
|
7.4.5 Remote Agent Capabilities |
|
7.4.6 Multi-Company Capabilities |
|
7.4.7 Fault Tolerance |
|
7.4.8 Network Administration |
|
7.4.9 Reporting and Licensing |
|
7.4.10 Analysis |
| 7.5
CosmoCom |
|
7.5.1 Media Handling Capabilities |
|
7.5.2 Platform Requirements and
Provisioning |
|
7.5.3 VoIP Support |
|
7.5.4 Architecture and Scalability |
|
7.5.5 Network Administration |
|
7.5.6 Remote Agent Capabilities |
|
7.5.7 Multi-Company Capabilities |
|
7.5.8 Fault Tolerance |
|
7.5.9 Reporting |
|
7.5.10 Licensing |
|
7.5.11 Analysis |
| 7.6
eShare |
|
7.6.1 Media Handling Capabilities |
|
7.6.2 Platform Requirements and
Provisioning |
|
7.6.3 VoIP Support |
|
7.6.4 Architecture and Scalability |
|
7.6.5 Multi-Company Capabilities |
|
7.6.6 Fault Tolerance |
|
7.6.7 Network Administration |
|
7.6.8 Reporting |
|
7.6.9 Licensing |
|
7.6.10 Miscellaneous |
|
7.6.11 Analysis |
| 7.7
Genesys |
|
7.7.1 Media Handling Capabilities |
|
7.7.2 Architecture and Scalability |
|
7.7.3 Fault Tolerance |
|
7.7.4 Platform Provisioning |
|
7.7.5 Remote Agent Capabilities |
|
7.7.6 Multi-Company Capabilities |
|
7.7.7 Network Administration |
|
7.7.8 Reporting |
|
7.7.9 Licensing |
|
7.7.10 Analysis |
| 7.8
!hey Software |
|
7.8.1 Mixed-Media Capabilities |
|
7.8.2 Platform Requirements and
Provisioning |
|
7.8.3 Architecture |
|
7.8.4 Administration |
|
7.8.5 Licensing |
|
7.8.6 Reporting |
|
7.8.7 Analysis |
| 7.9
Interactive Intelligence |
|
7.9.1 Media Handling Capabilities |
|
7.9.2 Multi-Company Capabilities |
|
7.9.3 Provisioning |
|
7.9.4 Licensing |
|
7.9.5 Architecture and Scalability |
|
7.9.6 Implementation |
|
7.9.7 Multi-Company Capability |
|
7.9.8 Fault Tolerance |
|
7.9.8 Resource Allocation |
|
7.9.10 Network Administration |
|
7.9.11 Reports |
|
7.9.12 Analysis |
| 7.10
Quintus |
|
7.10.1 Media Blending |
|
7.10.2 Architecture and Scalability |
|
7.10.3 Provisioning and Partitioning |
|
7.10.4 Scalability and Redundancy |
|
7.10.5 Platform Requirements |
|
7.10.6 VoIP Support |
|
7.10.7 Remote Agent Capabilities |
|
7.10.8 Multi-Company Capabilities |
|
7.10.9 Reporting |
|
7.10.10 Fault Tolerance |
|
7.10.11 Network Administration |
|
7.10.12 Load Balancing |
|
7.10.13 Licensing |
|
7.10.14 Analysis |
| 7.11
Telephony@Work |
|
7.11.1 Platform Requirements and Provisions |
|
7.11.2 VoIP Support |
|
7.11.3 Quality Monitoring |
|
7.11.4 Architecture and Scalability |
|
7.11.5 Multi-Company Capabilities |
|
7.11.6 Fault Tolerance |
|
7.11.7 Network Administration |
|
7.11.8 Reporting |
|
7.11.9 Licensing |
|
7.11.10 Analysis |
| 7.12
eLoyalty |
|
7.12.1 VoIP Support |
|
7.12.2 Quality Monitoring |
|
7.12.3 Architecture and Scalability |
|
7.12.4 Remote Agent Capabilities |
|
7.12.5 Multi-Company Capabilities |
|
7.12.6 Fault Tolerance |
|
7.12.7 Network Administration |
|
7.12.8 Reporting |
|
7.12.9 Licensing |
| 7.13 NUASIS |
|
7.13.1 Media Handling Capabilities |
|
7.13.2 Platform Requirements and Provisioning |
|
7.13.3 VoIP Support |
|
7.13.4 Architecture and Salability |
|
7.13.5 Multi-Company Capabilities |
|
7.13.6 Fault Tolerance |
|
7.13.7 Network Administration |
|
7.13.8 Licensing |
|
7.13.9 Reporting |
| 7.14
Telera |
|
LIST OF EXHIBITS AND TABLES |
| Exhibits |
| 3.1 Functionality & Positioning |
| 3.2 Number of People Online |
| 3.3 Online Spending Growth |
| 3.4 Changing Call Centers Metrics |
| 3.5 Competitive Implications of
Service |
| 4.1 Media Blending |
| 7.1 Aspect eBSP |
|
| Tables |
| Table #1 Vendor Comparison Matrix |
| Table #2 Vendor Comparison Matrix |
| Summary Table of Ratings 850 Points And Above |
|
|
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