| Home
Conferences DIRECTORY DA/Call Center Optimization Services |
|
|
TABLE OF CONTENTS |
|
| CHAPTER I: Executive Summary | |
| 1.0 Overview of the Report | |
| 1.1 Corporate Directory Assistance (CDA) Overview | |
| 1.2 Market Opportunities | |
| CHAPTER II: Corporate DA (CDA) Market Dynamics | |
| 2.0 Introduction | |
| 2.1 Margin Pressure is Motivating IT Departments to Look at DA | |
| 2.2 The Emergence of Alternative Solutions | |
| 2.3 CDA Market Segmentation Analysis | |
| 2.4 Wholesale DA Services | |
| 2.4.1 Wholesale DA (WDA) Market Drivers/Dynamics | |
| 2.4.2 WDA Delivery Mechanisms | |
| 2.4.2.1 Illustration 1: Value Proposition, Web-based DA | |
| 2.4.2.2 Illustration 2: Value Proposition, Small Business WDA Dial-Around | |
| 2.4.2.3 Illustration 3: Value Proposition, Large Business PBS WDA | |
| Dial-Around to Carrier | |
| 2.4.2.4 Illustration 4: Value Proposition, Large Business Subscription Web-Based DA | |
| 2.4.3 The Target -- High Volume, High Quality DA Users | |
| 2.4.4 Cost Control | |
| 2.4.5 Mobility | |
| 2.4.6 Dial-Around DA Services | |
| 2.4.7 Market Dynamics Among WDA Provider Groups | |
| 2.4.7.1 Local Carriers | |
| 2.4.7.2 Long Distance Carriers | |
| 2.4.7.3 Wireless Carriers | |
| 2.4.7.4 Outsource Providers | |
| 2.5 Internal Corporate Directory Assistance (ICDA) | |
| 2.5.1 ICDA Services Market | |
| 2.5.2 Platform-based Internal CDA (ICDA) | |
| 2.5.2.1 Platform-based ICDA Technology Overview | |
| 2.5.2.1.1 The ICDA Platform | |
| 2.5.2.1.2 The ICDA Development Environment | |
| 2.5.2.1.3 Non Call Center-based ICDA | |
| 2.5.2.2 Platform-based ICDA Market Drivers/Dynamics | |
| 2.5.2.2.1 Illustration 5: Value Proposition, ICDA Solution | |
| 2.5.2.3 Market Dynamics Among Key ICDA Vendors | |
| 2.5.2.4 ICDA Technology-Based Issues and Opportunities | |
| 2.5.2.4.1 Legacy Versus Open Systems | |
| 2.5.2.4.2 Speech Recognition: Only Part of a CDA Solution | |
| 2.5.2.4.3 Complex Solutions -- Increase the Value, or Slow the Adoption Rate? | |
| 2.5.2.4.4 Industry Consolidation and Maturation, Provision of Turnkey Solution | |
| to Enterprises | |
| 2.5.2.4.5 Integration of ICDA, WDA and/or Contact Management | |
| 2.5.2.4.6 Access to Wireless Subscriber Database -- Choices Beyond Yes/No | |
| 2.6 Regulatory Issues | |
| 2.6.1 Monopoly Behavior, in a Competitive Environment | |
| 2.6.2 Pre-selection of DA provider | |
| 2.6.3 Listing of Wireless Numbers | |
| 2.6.4 Summary of Regulatory Impact | |
| CHAPTER III: Key Players In Corporate Directory Assistance | |
| 3.0 Introduction | |
| 3.1 Background | |
| 3.2 Definitions | |
| 3.3 CDA Service Providers | |
| 3.3.1 Web-based Providers | |
| 3.3.1.1 Free Web Sites | |
| 3.3.1.1.1 AT&T’s AnyWho | |
| 3.3.1.1.2 Cincinnati Bell’s InfoUSA | |
| 3.3.1.1.3 SBC’s SMARTpages | |
| 3.3.1.1.4 Verizon’s SuperPages | |
| 3.3.1.1.5 Other Sites | |
| 3.3.1.2 Subscription Web-based Service Providers | |
| 3.3.1.2.1 555-1212.com | |
| 3.3.1.2.2 go2 | |
| 3.3.1.2.3 XO Communications’ Advanced Directory | |
| 3.3.2 Carriers/Outsourcers | |
| 3.3.2.1 Wireline Carriers | |
| 3.3.2.1.1 BellSouth | |
| 3.3.2.1.2 Cincinnati Bell | |
| 3.3.2.1.3 SBC | |
| 3.3.2.1.4 Sprint | |
| 3.3.2.1.5 Verizon | |
| 3.3.2.2 IXCs | |
| 3.3.2.3 Wireless Carriers | |
| 3.3.2.3.1 AT&T Wireless | |
| 3.3.2.3.2 Cingular | |
| 3.3.2.3.3 Nextel | |
| 3.3.2.3.4 Sprint PCS | |
| 3.3.2.3.5 Verizon Wireless | |
| 3.3.2.4 CDA Outsourcers | |
| 3.3.2.4.1 Acxiom | |
| 3.3.2.4.2 ComTrust | |
| 3.3.2.4.3 Excell | |
| 3.3.2.4.4 InfoNXX | |
| 3.3.2.4.5 LSSi | |
| 3.3.2.4.6 Metro One | |
| 3.3.2.4.7 Telegate | |
| 3.3.2.4.8 varetis AG | |
| 3.3.2.4.9 VoltDelta | |
| 3.4 ICDA Vendors | |
| 3.4.1 Software | |
| 3.4.1.1 AT&T’s Natural Voices | |
| 3.4.1.2 Avaya | |
| 3.4.1.3 Context Connect | |
| 3.4.1.4 Information Services eXtended | |
| 3.4.1.6 ScanSoft | |
| 3.4.1.7 SpeechWorks | |
| 3.4.1.5 Nuance | |
| 3.4.1.8 Telelogue | |
| 3.4.1.9 Xpherix | |
| 3.4.2 Turnkey Platform | |
| 3.4.2.1 Avaya | |
| 3.4.2.2 Phonetic Systems -- A Close-Up | |
| 3.4.2.3 VoltDelta | |
| CHAPTER IV: Corporate DA: The 2002/2003 Market & Five-Year Forecasts | |
| 4.0 Introduction | |
| 4.1 U.S. DA Revenues | |
| 4.2 U.S. Wireline Market | |
| 4.2.1 Wireline DA Call Volume | |
| 4.2.2 Wireline DA Call Revenues | |
| 4.2.3 Enterprise Wireline DA Calling | |
| 4.2.4 Corporate DA Share of Wireline DA in 2002 | |
| 4.2.5 Corporate Wireline DA Service, 2002 to 2007 | |
| 4.3 U.S. Wireless Market | |
| 4.3.1 Wireless DA Call Volume and Revenues | |
| 4.3.2 Corporate DA Share of Wireless DA in 2002 | |
| 4.3.3 Corporate Wireless DA Services, 2002 to 2007 | |
| 4.4 Wholesale Corporate DA Market | |
| 4.4.1 Wholesale Corporate DA Calls | |
| 4.4.2 Wholesale Corporate DA Pricing | |
| 4.4.3 Wholesale Corporate DA Revenue | |
| 4.4.4 Wholesale Corporate DA Market Share | |
| 4.5 ICDA Sales | |
| 4.6 Total CDA Revenue | |
|
LIST OF TABLES |
|
| 2.1 Enterprise X Case Analysis | |
| 2.2 Enterprise Y Case Analysis | |
| 2.3 Enterprise W Case Analysis | |
| 2.4 Enterprise Z Case Analysis | |
|
LIST OF FIGURES |
|
| 2.1 Web-Based Solutions | |
| 2.2 WDA, Simple Dial-Around | |
| 2.3 WDA, PBX Dial-Around | |
| 2.4 Internal Call Center To Web-Based Subscription Services | |
| 2.5 Typical Call Center Based ICDA Systems | |
| 4.1 U.S. DA Revenues -- 2002 to 2007 | |
| 4.2 U.S. Wireline vs. Wireless DA Revenues -- Percent of Total -- 2002 to 2007 | |
| 4.3 U.S. Switched Access Lines -- 2002 to 2007 | |
| 4.4 Monthly U.S. 411 DA Calls Per Wireline Access -- 2002 to 2007 | |
| 4.5 Total U.S. Wireline DA Call Volume -- 2002 to 2007 | |
| 4.6 U.S. Wireline DA Revenue -- 2002 to 2007 | |
| 4.7 U.S. Wireline Corporate DA Forecasts, Numbers of Calls -- 2002 to 2007 | |
| 4.8 U.S. Wireline Corporate DA Revenues -- 2002 to 2007 | |
| 4.9 U.S. Wireless Subscribers -- 2002 to 2007 | |
| 4.10 Monthly U.S. DA Calls Per Wireless Subscriber -- 2002 to 2007 | |
| 4.11 U.S. Wireless DA Calls -- 2002 to 2007 | |
| 4.12 U.S. Wireless DA Revenues -- 2002 to 2007 | |
| 4.13 U.S. Wireless Corporate DA Forecast, Number of Calls -- 2002 to 2007 | |
| 4.14 U.S. Wireless Corporate DA Revenues -- 2002 to 2007 | |
| 4.15 U.S. Wholesale Corporate DA Calls -- 2002 to 2007 | |
| 4.16 U.S. Wholesale Corporate DA Pricing -- 2002 to 2007 | |
| 4.17 U.S. Wholesale Corporate DA Revenues -- 2002 to 2007 | |
| 4.18 U.S. Wholesale Corporate DA Market Share -- 2002 and 2007 | |
| 4.19 U.S. ICDA Service Revenues -- 2002 to 2007 | |
| 4.20 U.S. ICDA Platform Revenues -- 2002 to 2007 | |
| 4.21 Total U.S. CDA Revenues -- 2002 to 2007 | |
