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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 Trends |
| 2.1 Integrating E-Mail and Internet Call Center Applications With Voice Calls |
| 2.2 Coordinating Self Service and Live Agent Transactions |
| 2.3 Platform Decisions |
| 2.3.1 Transitioning from a Hardware to a Software Business |
| 2.3.2 The IP PBX |
| 2.3.3 ATM and the Call Center |
| 2.4 Routing Engines and Data Warehousing: Applying Business Rules to Call Center Routing |
| 2.4.1 Data Warehousing |
| 2.4.2 Routing Engines: Coordinating Multimedia Transactions |
| 2.5 Small Call Center Market: Still a Key Target |
| 2.6 Will IP and Browser-based Applications Make Home Agents a Reality? |
|
2.7 New Multi-Site Call Center Alternatives: Is Network Pre-Routing Of Calls an Idea Whose Time has Passed? |
| 2.8 The Growing Importance of Systems Integrators |
| 2.9 The Role of the Agent in CRM-focused Centers |
| 2.9.1 Comverse |
| 2.9.2 Witness Systems |
| 2.10 Application Service Providers |
| 2.10.1 USInternetworking |
| 2.10.2 ASP Customer Profile: Quote.com |
| 2.11 CRM: A New Call Center Paradigm |
| CHAPTER III: Call Center Vendors: Transitioning into the World of Enterprise Software |
| 3.1 ACD Basics |
| 3.1.1 Stand-Alone ACDs |
| 3.1.2 PBX-Integrated ACDs |
| 3.1.3 Central Office-Based ACD |
| 3.2 Apropos Technology |
| 3.2.1 Apropos' Version 4 Total Interaction Management |
| 3.2.2 Marketing Strategies |
| 3.3 Aspect Communications |
| 3.3.1 Customer Relationship Portal 2000 |
| 3.3.2 Customer DataMart |
| 3.3.3 Self Service |
| 3.3.4 Aspect Office |
| 3.3.5 Marketing Strategies |
| 3.4 Cintech |
| 3.4.1 Cinphony and Prelude |
| 3.4.2 Minuet |
| 3.4.3 Marketing Strategies |
| 3.5 Cisco-GeoTel Communications |
| 3.5.1 GeoTel Integration into Cisco |
| 3.5.2 ICR Version 4 |
| 3.5.3 Enterprise Agent |
| 3.5.4 CTI Desktop and Java Client |
| 3.5.5 Marketing Strategies |
| 3.6 Davox |
| 3.6.1 Ensemble |
| 3.6.2 Inbound Call Director |
| 3.6.3 Marketing Strategies |
| 3.7 EIS |
| 3.7.1 Centenium XL |
| 3.7.2 Marketing Strategies |
| 3.8 Executone Information systems |
| 3.8.1 Computer Telephony Division |
| 3.8.2 Marketing Strategies |
| 3.9 Fujitsu |
| 3.9.1 IntelliCenter |
| 3.9.2 Marketing Strategies |
| 3.10 Genesys |
| 3.10.1 Genesys Suite |
| 3.10.2 Voice Treatment |
| 3.10.3 Workforce Manager |
| 3.10.4 Internet Suite |
| 3.10.5 Marketing Strategies |
| 3.11 Intecom |
| 3.11.1 Centergy |
| 3.11.2 PhoneWise |
| 3.11.3 Marketing Strategies |
| 3.12 Interactive Intelligence |
| 3.12.1 Enterprise Interaction Center |
| 3.12.1.1 Version 1.3 |
| 3.12.1.2 Version 2.0 |
| 3.12.2 Interaction Dialer |
| 3.12.3 Interaction Director |
| 3.12.4 Future Product Directions |
| 3.12.5 Marketing Strategies |
| 3.13 Lucent Technologies |
| 3.13.1 Business Communications Systems |
| 3.13.1.1 CRM Central 2000 |
| 3.13.1.2 CentreVu Visual Vectors |
| 3.13.1.3 CentreVu Visual Analyst |
| 3.13.1.4 CentreVu Network Reporting |
| 3.13.1.5 Call Center of One |
| 3.13.2 Network Systems |
| 3.13.2.1 AGCS and The New Pinnacle |
| 3.13.3 Marketing Strategies |
| 3.14 Mitel |
| 3.14.1 Call Center Commander |
| 3.14.2 Marketing Strategies |
| 3.15 NEC America |
| 3.15.1 CallCenterWorX Business and Enterprise |
| 3.15.2 Global Navigator |
| 3.15.3 QueWorX |
| 3.15.4 Marketing Strategies |
| 3.16 Nortel Networks |
| 3.16.1 Enterprise Solutions |
| 3.16.1.1 Symposium Call Center Update |
| 3.16.1.2 Symposium Express |
| 3.16.1.3 Expansion of the Symposium Product Family |
| 3.16.1.4 The Future of MAX |
| 3.16.1.5 Symposium Agent |
| 3.16.1.6 Symposium Web Response Server |
| 3.16.2 Public Carrier Solutions |
| 3.16.2.1 Intelligent Call Management Link |
| 3.16.2.2 Centrex IP |
| 3.16.2.3 Voice Button |
| 3.16.3 Marketing Strategies |
| 3.17 PakNetX |
| 3.17.1 PNX ACD |
| 3.17.2 Marketing Strategies |
| 3.18 Perimeter Technologies |
| 3.18.1 VU-ACD/100 |
| 3.18.1.1 Service Bureau |
| 3.18.1.2 Multiple Switch Connections (MultiLink) |
| 3.18.2 Marketing Strategies |
| 3.19 Rockwell Electronic Commerce |
| 3.19.1 Transcend 2.0 |
| 3.19.2 Call Center Studio |
| 3.19.3 Marketing Strategies |
| 3.20 Siemens Information and Communication Networks |
| 3.20.1 Vantage+ |
| 3.20.2 ProCenter Express |
| 3.20.2.1 RésuméRouting Express |
| 3.20.2.2 Prompt Response Express |
| 3.20.2.3 Help Desk Express |
| 3.20.2.4 MX Mail Express |
| 3.20.3 ACD Prompt Response Integration |
| 3.20.4 Marketing Strategies |
| 3.21 Teloquent Communications |
| 3.21.1 Distributed Call Center |
| 3.21.2 Marketing Strategies |
| 3.22 Toshiba America Information Systems |
| 3.22.1 Insight DK and Insight DK Plus |
| 3.22.2 Marketing Strategies |
| CHAPTER IV: Customer Relationship Management Players: New Call Center Partners |
| 4.1 ERP, CRM, SCA, Etc. |
| 4.2 Clarify |
| 4.2.1 eFrontOffice |
| 4.2.2 eFrontOffice Architecture |
| 4.2.3 Clarify ClearCallCentr |
| 4.2.4 Marketing Strategies |
| 4.3 Hewlett-Packard |
| 4.3.1 HP Front Office |
| 4.3.1.1 E-Marketing |
| 4.3.1.2 E-Sales |
| 4.3.1.3 E-Support |
| 4.3.2 Marketing Strategies |
| 4.4 IBM |
| 4.4.1 Corepoint Banking Solutions |
| 4.4.2 Marketing Strategies |
| 4.5 Oracle |
| 4.5.1 CRM3I |
| 4.5.2 Marketing Strategies |
| 4.6 PeopleSoft |
| 4.6.1 PeopleSoft Business Network |
| 4.6.2 Marketing Strategies |
| 4.7 Quintus |
| 4.7.1 eContact Suite |
| 4.7.2 Marketing Strategies |
| 4.8 Remedy |
| 4.8.1 Action Request System 4.0 |
| 4.8.2 Customer Relationship Management Solutions |
| 4.8.3 Marketing Strategies |
| 4.9 RightPoint |
| 4.9.1 Real-Time eMarketing Suite |
| 4.9.2 RightPoint.net Real-Time eMarketing Portal |
| 4.9.3 Marketing Strategies |
| 4.10 SAP |
| 4.10.1 SAP CRM |
| 4.10.1.1 SAP Marketing |
| 4.10.1.2 SAP Sales |
| 4.10.1.3 SAP Service |
| 4.10.2 mySAP.com |
| 4.10.3 Marketing Strategies |
| 4.11 Siebel Systems |
| 4.11.1 Siebel 99 5 |
| 4.11.2 Siebel Call Center |
| 4.11.3 Marketing Strategies |
| 4.12 Silknet |
| 4.12.1 Product Line Overview |
| 4.12.1.1 Silknet eBusiness System |
| 4.12.1.2 Silknet eService System |
| 4.12.2 Marketing Strategies |
| 4.13 Vantive |
| 4.13.1 Vantive Enterprise |
| 4.13.1.1 Vantive Support |
| 4.13.1.2 Vantive HelpDesk |
| 4.13.1.3 Vantive Web Self-Service |
| 4.13.2 Marketing Strategies |
| CHAPTER V: Carrier Call Center Services |
| 5.1 LEC Call Center Strategies |
| 5.2 Ameritech |
| 5.2.1 Call Center Solutions |
| 5.2.2 Marketing Strategies |
| 5.3 Bell Atlantic |
| 5.3.1 Multimedia Call Center |
| 5.3.2 CasinoNet |
| 5.3.3 CommGuard |
| 5.3.4 Marketing Strategies |
| 5.4 BellSouth |
| 5.4.1 Centrex ACD |
| 5.4.2 Marketing Strategies |
| 5.5 SBC |
| 5.5.1 Plexar ACD and Call Center Manager |
| 5.5.2 Marketing Strategies |
| 5.6 U S. West |
| 5.6.1 totalCTI |
| 5.6.2 Marketing Strategies |
| 5.7 Interexchange Carrier Call Center Services |
| 5.8 AT&T |
| 5.8.1 Advanced Toll Free Services |
| 5.8.2 AT&T Solutions |
| 5.8.3 Marketing Strategies |
| 5.9 MCI WorldCom |
| 5.9.1 Call Manager |
| 5.9.2 Marketing Strategies |
| 5.10 Sprint |
| 5.10.1 Enhanced Toll Free Services |
| 5.10.2 Sprint Dynamic Network Routing |
| 5.10.3 Marketing Strategies |
| CHAPTER VI: Market Sizing and Projections |
| 6.1 Call Center Market Size and Projections |
| 6.2 1998 US Call Center Shipments and Installed Base |
| 6.3 US 1998 Call Center Market Share |
| 6.3.1 1998 Call Center Market Share by New and Add-on Agents Shipped |
| 6.3.2 1998 Call Center Market Share by Number of Systems Shipped |
| 6.3.3 1998 Call Center Market Share by Size of System |
| 6.3.3.1 Small Call Canter Market Share 306 6.3.3.2 Medium Call Center Market Share |
| 6.3.3.2 Medium Call Center Market Share |
| 6.3.3.3 Large Call Center Market Share |
| 6.3.4 1998 CPE Call Center Market Share by Revenue |
| 6.4 Canadian Call Center |
| 6.5 1999 - 2003 US Call Center Market Projections by Type of System |
| 6.6 1999 - 2003 US Call Center Installed Base by Type of System |
| 6.7 1999 - 2003 Call Center Market Revenue Projections |
|
LIST OF FIGURES AND TABLES |
| Figure |
| 2.1 Comverse's Ultra Architecture |
| 3.1 Aspect Customer Relationship Portal 2000 |
| 3.2 Aspect Rules Management Visual Development |
| 3.3 Aspect Customer DataMart |
| 3.4 Cisco's Five Phase Data, Voice, Video Integration Strategy |
| 3.5 Davox's Ensemble Architecture |
| 3.6 Genesys' Voice Treatment Option |
| 3.7 Intecom Centergy |
| 3.8 Interactive Intelligence User Configuration Before and After |
| 3.9 Moxaix ViewStar Process Architect Workflow Example |
| 3.10 CRM Central 2000 Framework |
| 3.11 Lucent CentreVu Visual Analyst |
| 3.12 Lucent Call Center of One |
| 3.13 Lucent's New Pinnacle Solution - Deluxe Edition |
| 3.14 Symposium Express User Interface |
| 3.15 Nortel Networks Call Center Platform Portfolio |
| 3.16 Nortel Networks Centrex IP Call Center |
| 3.17 Nortel Netowrks' Customer Relationship Management Direction |
| 3.18 PakNetX PNX ACD Caller View and Agent Console |
| 3.19 Perimeter Technologies MultiLink Option |
| 3.20 Perimetr Technologies Net-Vu Agent |
| 3.21 Rockwell Call Center Studio |
| 3.22 Rockwell Call Center Studio Agent Screen |
| 3.23 Toshiba's Insight DK Plus |
| 4.1 Clarify's eFrontOffice Architecture |
| 4.2 Hewlett-Packard Front Office Framework |
| 4.3 Quintus' eContact Suite |
| 4.4 Remedy CRM Solutions Suite |
| 4.5 RightPoint's Real-Time Marketing Suite |
| 4.6 Enjoy SAP |
| 6.1 1998 US New Call Center System and Agent Shipments by Type of System |
| 6.2 1998 US Installed Base by Type of System |
| 6.3 1998 US New and Add-On CPE Agent Shipments by Vendor |
| 6.4 1998 US CPE Call Center Market Share by New and Add-On Agent Shipments |
| 6.5 1998 US New CPE System Shipments by Vendor |
| 6.6 1998 US CPE Call Center Market Systems Shipped by Vendor and Size of System |
| 6.7 1998 US CPE Call Center Market New Agents Shipped by Vendor and Size of System |
| 6.8 1998 US CPE Small (1 - 40) Call Center Market by Vendor |
| 6.9 1998 US CPE Medium (41 - 150) Call Center Market by Vendor |
| 6.10 1998 US CPE Large (Over 151 Agents) Call Center Market by Vendor |
| 6.11 1998 US CPE Market Share by New and Add-On Agent Revenue Vendor |
| 6.12 1998 Canadian CPE Call Center Market System and Agent Market Share Shipped by Vendor |
| 6.13 1998 Canadian CPE Call Center Market System and Agent Market Share Shipped by System Size |
| 6.14 1997 - 2003 Call Center System Shipments by Type of System |
| 6.15 1997 - 2003 Call Center Agent Shipments by Type of System |
| 6.16 1997 - 2003 Call Center Installed Base of Systems by Type of System |
| 6.17 1997 - 2003 Call Center Installed Base of Agents by Type of System |
| 6.18 1997 - 2003 Call Center Revenue by Type of System |
