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Conferences DIRECTORY DA/Call Center Optimization Services |
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TABLE OF CONTENTS |
| Section |
| CHAPTER I: Executive Summary |
| CHAPTER II: Market Overview |
| 2.0 Introduction |
| 2.1 Technologies |
| 2.1.1 ACD and IP PBX |
| 2.1.2 IVR |
| 2.2 Trends |
| 2.2.1 Email |
| 2.2.2 Call Blending |
| 2.2.3 CRM |
| 2.2.4 ASP |
| 2.2.5 Workforce Management |
| 2.3 Todays Contact Center Agent |
| 2.3.1 Tech Savvy |
| 2.3.2 Bilingual |
| 2.3.3 Wages |
| 2.3.4 Incentives |
| 2.3.5 Education/Career Path |
| 2.3.6 Virtual Contact Center |
| 2.4 Downsizing of the North American Contact Center Arena |
| 2.4.1 Closing and Consolidation |
| 2.4.2 Business Moving Abroad |
| 2.4.3 Cheaper Labor Costs |
| 2.4.4 Time Zones |
| 2.5 Legislation |
| 2.6 Anti-Telemarketing Devices |
| 2.7 Companies Bringing Customer Service In-House |
| 2.8 Outsourcers |
| 2.8.1 Key Players |
| 2.8.2 Role of the ILEC and IXC |
| 2.8.3 The Future of Outsourcing |
| CHAPTER III: Vendor Profiles |
| 3.0 Introduction |
| 3.1 Acxiom |
| 3.1.1 Market Strategies |
| 3.2 Apropos Technology, Inc. |
| 3.2.1 Market Strategies |
| 3.3 Aspect Communications |
| 3.3.1 Market Strategies |
| 3.4 Avaya Inc. |
| 3.4.1 Market Strategies |
| 3.5 Blue Pumpkin |
| 3.5.1 Market Strategies |
| 3.6 CenterForce Technologies, Inc. |
| 3.6.1 Market Strategies |
| 3.7 Cisco Systems, Inc. |
| 3.7.1 Market Strategies |
| 3.8 Convergys Corporation |
| 3.8.1 Market Strategies |
| 3.9 Concerto Software |
| 3.9.1 Market Strategies |
| 3.10 Dictaphone Corporation |
| 3.10.1 Market Strategies |
| 3.11 E.piphany |
| 3.11.1 Market Strategies |
| 3.12 EADS Telecom North America |
| 3.12.1 Market Strategies |
| 3.13 Envision Telephony, Inc. |
| 3.13.1 Market Strategies |
| 3.14 eOn Communications Corporation |
| 3.14.1 Market Strategies |
| 3.15 Excell Agent Services, L.L.C. |
| 3.15.1 Market Strategies |
| 3.16 Fujitsu Transactions Solutions |
| 3.16.1 Market Strategies |
| 3.17 Genesys Telecommunications Laboratories, Inc. |
| 3.17.1 Market Strategies |
| 3.18 Interactive Intelligence, Inc. |
| 3.18.1 Market Strategies |
| 3.19 KANA Software, Inc. |
| 3.19.1 Market Strategies |
| 3.20 Lucent Technologies |
| 3.20.1 Market Strategies |
| 3.21 Mitel Networks |
| 3.21.1 Market Strategies |
| 3.22 Motive |
| 3.22.1 Market Strategies |
| 3.23 NEC America, Inc. |
| 3.23.1 Market Strategies |
| 3.24 NICE Systems |
| 3.24.1 Market Strategies |
| 3.25 Nortel Networks |
| 3.25.1 Market Strategies |
| 3.26 Nuance Communications, Inc. |
| 3.26.1 Market Strategies |
| 3.27 Nuasis Corporation |
| 3.27.1 Market Strategies |
| 3.28 Oracle Corporation |
| 3.28.1 Market Strategies |
| 3.29 PeopleSoft, Inc. |
| 3.29.1 Market Strategies |
| 3.30 Remedy |
| 3.30.1 Market Strategies |
| 3.31 Rockwell Automation, Inc. |
| 3.31.1 Market Strategies |
| 3.32 SAP AG |
| 3.32.1 Market Strategies |
| 3.33 Siebel Systems, Inc. |
| 3.33.1 Market Strategies |
| 3.34 Siemens |
| 3.34.1 Market Strategies |
| 3.35 SYKES Enterprises |
| 3.35.1 Market Strategies |
| 3.36 Teloquent |
| 3.36.1 Market Strategies |
| 3.37 3Com |
| 3.37.1 Market Strategies |
| 3.38 Toshiba America Group |
| 3.38.1 Market Strategies |
| 3.39 Witness Systems, Inc. |
| 3.39.1 Market Strategies |
| 3.40 Workforce Management Group, Inc |
| 3.40.1 Market Strategies |
| CHAPTER IV: Market Forecasts |
| 4.0 Market Size and Projections |
| 4.1 Year-2003 U.S. Contact Center Shipments and Installed Base of Agents and Systems |
| 4.2 U.S. CPE Contact Center Market Share (New and Add-on Agents) Shipments |
| 4.3 U.S. CPE Contact Center Market Projections of New Agent Positions |
| 4.4 U.S. CPE Contact Center Market Projections of System Shipments |
| 4.5 IP Contact Center Shipments |
| 4.6 U.S. CPE Contact Center Installed Base of Systems, 2003 2008 |
| 4.7 U.S. CPE Contact Center Installed Base of Agents, 2003 2008 |
| 4.8 U.S. CPE Contact Center System Size Distribution, 2003 2008 |
| 4.9 U.S. CPE Contact Center Market Revenue Projections, 2003 2008 |
| 4.10 U.S. CPE Contact Center Agent Shipments, by Industry |
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LIST OF TABLES AND FIGURES |
| Tables |
| 2.1 FTC Telemarketing Rules |
| 2.2 Comparison Of ILEC and IXC Contact Center Services |
| Figures |
| 4.1 U.S. Contact Center System and Agent Shipments, by Type of System |
| 4.2 U.S. Contact Center System and Agent Installed Base, by Type of System |
| 4.3 U.S. CPE Contact Center Market Share (New and Add-on) Agent Shipments |
| 4.4 U.S. CPE Contact Center Market Share (New and Add-on) Agent Shipments |
| 4.5 U.S. CPE Contact Center New Agent Shipments 2002 2008 |
| 4.6 U.S. CPE Contact Center System Shipments 2002 2008 |
| 4.7 U.S. CPE Average Agent Size of New Systems Shipped 2002 2008 |
| 4.8 U.S. IP Contact Center New Agent Shipments 2003 2008 |
| 4.9 U.S. IP Contact Center System Shipments 2003 2008 |
| 4.10 U.S. CPE Contact Center Installed Base of Systems 2003 2008 |
| 4.11 U.S. CPE Contact Center Installed Base of Agents (New and Add-on) 2003 2008 |
| 4.12 U.S. Contact Center Systems Size Distribution by Number of Agents per System 2003 and 2008 |
| 4.13 U.S. CPE Contact Center Revenues 2003 2008 |
| 4.14 U.S. CPE Contact Center Agent Shipments, by Industry (table) |
| 4.15 U.S. CPE Contact Center Agent Shipments, by Industry (graph) |
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