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TABLE OF CONTENTS
Section

Page
CHAPTER I:  Executive Summary 1
   1.0   The Changing Telephone Landscape 1
   1.1   Alternative Service Providers 2
   1.2   Wireless Number Databases 3
   1.3   Enabling Technology 5
   1.4   Balancing Automation with the Human Touch 6
   1.5   The Landline Market 6

   1.6   The Wireless Market

 7
   1.7   Different Motivations 8
   1.8   Support Companies 9
   1.9   The Future Looks Bright   10
CHAPTER II:  Business, Regulatory and Technology Factors  Propelling EDA 15
   2.0   Introduction 15
   2.1   Service Definition 15
   2.2   Expanding Contact Information 16
   2.3   Wireless Number Databases 18
   2.4   In-House Operations vs. Outsourcing 20
      2.4.1   Economies of Scale 21
      2.4.2   Conserve Capital Investment and Reduce Development Cost 22
   2.5   Pricing and Business Models 22
      2.5.1   Per Call Billing 23
      2.5.2   Revenue Per Call 24
      2.5.3   Labor Cost Per Call 25
         2.5.3.1   Off-Shore Call Centers 26
      2.5.4   Gross Margin 26
   2.6   Challenges 27
      2.6.1   Data Aggregator Challenges 27
      2.6.2   DA Call Center Operator Barriers 29
   2.7   New Business Models 30
      2.7.1   Advertising Models 31
      2.7.2   Subscription Models 32
   2.8   Enabling Technology 33
      2.8.1   DA Automation 34
      2.8.2   History of DA Automation 35
      2.8.3   Current Automation Sequence 35
      2.8.4   Impact on Customer Satisfaction 37
      2.8.5   Balancing Automation with the Human Touch 38
      2.8.6   Automation and Enhanced DA 39
   2.9   Regulatory Overview 40
      2.9.1   Pre-subscription   40
CHAPTER III:  The Landline Market:  Moving Toward EDA  43
   3.0    Market Overview 43
   3.1    National DA 44
   3.2    International DA 46
   3.3    Directory Assistance Call Completion 46
   3.4    Reverse DA 47
   3.5    Category Searches 49
   3.6    U.S. Wireline Carriers 50
      3.6.1    AT&T  51
      3.6.2    BellSouth 54
      3.6.3    Cincinnati Bell 58
      3.6.4    Qwest Communications 60
      3.6.5    SBC Communications 62
      3.6.6    Sprint 65
      3.6.7    Verizon 66
      3.6.8    MCI (Formerly WorldCom)   69
CHAPTER IV:  EDA in the Wireless Market 71
   4.0    Introduction 71
   4.1    Different Motivations 72
   4.2    The Growth of Enhanced Services 73
   4.3    A New Business Model 74
   4.4    Wireless Carriers Outsource DA 75
   4.5    The Wireless Opportunity 76
   4.6    Wireless DA Number Databases 77
   4.7    Location-Based Services (LBS) 78
      4.7.1   Information Services 79
         4.7.1.1   City Guides 81
      4.7.2   Navigation (turn-by-turn-driving directions) 83
   4.8    Future Developments 84
   4.9    Wireless Service Offers 85
      4.9.1   AT&T Wireless 86
         4.9.1.1   Voice Portals 87
      4.9.2   Cingular  88
      4.9.3   Nextel 89
      4.9.4   Sprint PCS 91
      4.9.5   T-Mobile 92
      4.9.6   Verizon Wireless   93
CHAPTER V:  EDA Outsourcers, Data Aggregators And Platform Providers 97
   5.0    Introduction 97
   5.1    In-house Facilities vs. Alternative Service Providers 98
   5.2    Retail vs. Wholesale 99
   5.3    Acxiom 100
   5.4    BellSouth 101
      5.4.1   Info By Voice 102
   5.5    ComTrust 103
   5.6    Excell Agent Services 105
   5.7    First Data Teleservices 107
   5.8    InfoNXX 108
      5.8.1    Wireless Phone Numbers 111
   5.9    ISx 112
   5.10  LSSi 114
   5.11  Metro One 115
      5.11.1  Call Center Locations and Customers 117
   5.12  SBC Wholesale Services 118
   5.13  SNET Wholesale (DG) 119
   5.14  Sprint Wholesale 120
   5.15  varetis 121
   5.16  Verizon Wireless 124
   5.17  VoltDelta   127
CHAPTER VI:  Five-Year Trends and Growth Analysis 129
   6.0    Introduction 129
   6.1    Trends and Assumptions 132
   6.2    Wireline Directory Assistance 137
      6.2.1   U.S. Access Lines 137
      6.2.2   DA Calls Per Access Line 139
      6.2.3   The Growth of Enhanced Wireline DA Services 141
      6.2.4   Wireline DA Revenues Per Call 141
      6.2.5   U.S. Wireline DA Revenues4 144
      6.2.6   U.S. Wireline EDA Revenues 144
   6.3    Wireless Directory Assistance 147
      6.3.1   U.S. Wireless Subscribers 147
      6.3.2   DA Calls Per Wireless Subscribers 147
      6.3.3   The Growth of Enhanced Wireless DA Services 150
      6.3.4   Wireless DA Revenues Per Call 150
      6.3.5   U.S. Wireless DA Revenues 150
      6.3.6   U.S. EDA Revenues 154
      6.3.7   Enhanced Wireless Call Volumes by Service 154
   6.4    Product Extensions   157

LIST OF TABLES AND FIGURES
Table Page
3.1   Qwest DA Rates by State 61
4.1   Wireless Carrier DA Charges   85
Figures Page
1.1   U.S. DA Revenues -- 2002 to 2007 11
1.2   U.S. EDA Revenues -- 2002 to 2007 13
6.1   U.S. DA Revenues -- 2002 to 2007 130
6.2   U.S. Wireline vs. Wireless DA Revenues -- 2002 to 2007 131
6.3   U.S. EDA Revenues -- 2002 to9 2007 133
6.4   U.S. Switched Access Lines -- 2002 to 2007 138
6.5   Monthly U.S. 411 DA Calls Per Access Line -- 2002 to 2007 140
6.6   U.S. Wireline DA & EDA Call Volumes -- 2002 to 2007 142
6.7   Wireline DA Revenues Per Call -- 2002 to 2007 143
6.8   U.S. Wireline DA Revenues -- 2002 to 2007 145
6.9   U.S. Wireline DA & EDA Revenues -- 2002 to 2007 146
6.10 U.S. Wireless Subscribers -- 2002 to 2007 148
6.11 Monthly U.S. DA Calls Per Wireless Subscribers -- 2002 to 2007 148
6.12 U.S. Wireless DA & EDA Call Volumes -- 2002 to 2007 151
6.13 Wireless DA Revenues Per Call -- 2002 to 2007 152
6.14 U.S. Wireless DA Revenues -- 2002 to 2007 153
6.15 U.S. Wireless DA & EDA Revenues -- 2002 to 2007 155
6.16 Wireless Call Volumes, by Service 156

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