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Conferences DIRECTORY DA/Call Center Optimization Services |
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TABLE OF CONTENTS |
| Section |
| CHAPTER I: Executive Summary |
| 1.1 Market Definition |
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1.2 Enhanced Directory Assistance |
| 1.3 History of EDA |
| 1.4 Regulatory Overview |
| 1.5 Benefits |
| 1.6 Implications |
| CHAPTER II: National Directory Assistance |
| 2.1 Introduction |
| 2.2 History |
| 2.2.1 The Beginning of NDA: 800-CALL-INFO |
| 2.2.2 NDA Service Evolution |
| 2.3 Service Provisioning |
| 2.3.1 Dialing Patterns |
| 2.3.2 Handling of NDA Calls |
| 2.4 NDA Costs |
| 2.5 Competitive Services |
| 2.6 Consumer Offerings |
| 2.6.1 AT&T |
| 2.6.2 Verizon |
| 2.6.3 SBC |
| 2.6.4 Qwest |
| 2.6.5 MCI WorldCom |
| 2.6.6 BellSouth |
| 2.6.7 Cincinnati Bell |
| 2.6.8 Sprint |
| CHAPTER III: Landline Enhanced Directory Assistance |
| 3.1 Introduction |
| 3.2 Landline EDA Service Offerings |
| 3.3 Service Provisioning |
| 3.4 EDA Costs |
| 3.5 Automatic Call Completion |
| 3.5.1 Revenue Opportunities |
| 3.5.2 Automatic Call Completion Consumer Offerings |
| 3.5.2.1 SBC |
| 3.5.2.2 Qwest |
| 3.5.2.3 MCI WorldCom |
| 3.5.2.4 BellSouth |
| 3.5.2.5 Cincinnati Bell |
| 3.5.2.6 Verizon |
| 3.5.3 Automatic Call Completion Business Offerings |
| 3.5.3.1 BellSouth |
| 3.5.3.2 Qwest |
| 3.5.3.3 Cincinnati Bell |
| 3.6 Reverse Look-Up |
| 3.6.1 Revenue Opportunities |
| 3.6.2 Reverse Look-Up Offerings |
| 3.6.2.1 SBC |
| 3.6.2.2 Cincinnati Bell |
| 3.6.2.3 AT&T |
| 3.6.2.4 BellSouth |
| 3.7 Category Searches |
| 3.7.1 Revenue Opportunities |
| 3.7.2 Category Search Offerings |
| 3.7.2.1 AT&T |
| 3.7.2.2 Cincinnati Bell |
| CHAPTER IV: Wireless EDA |
| 4.1 Introduction |
| 4.2 Wireless EDA Market Perspectives |
| 4.3 Wireless Market Overview |
| 4.3.1 US Market |
| 4.3.2 Wireless Market Drivers |
| 4.3.2.1 Increase in Mobile Populations |
| 4.3.2.2 Wider Adoption of Wireless Services |
| 4.4 Wireless EDA Services |
| 4.4.1 Adoption of Wireless EDA |
| 4.4.2 Wireless EDA Features |
| 4.4.3 Wireless EDA Pricing |
| 4.4.4 Service Provisioning |
| 4.5 Wireless EDA Service Providers |
| 4.5.1 Verizon Wireless |
| 4.5.2 Cingular |
| 4.5.3 AT&T Wireless |
| 4.5.4 Sprint PCS |
| 4.5.5 Nextel |
| CHAPTER V: EDA Providers, Databases, and Platforms |
| 5.1 Introduction |
| 5.2 InfoNXX |
| 5.2.1 Services for the Wireline Carriers |
| 5.2.2 Services for Wireless Carriers |
| 5.2.3 MobileSource |
| 5.2.4 Specifics of InfoNXX EDA Services |
| 5.2.5 In-language Service |
| 5.2.6 InfoSave for Corporation |
| 5.2.7 InfoNXX Data |
| 5.2.8 Preferred Provider Services |
| 5.2.9 Customers |
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5.3 VoltDelta |
| 5.3.1 Directory Express |
| 5.3.2 InfoExpress |
| 5.3.3 Direct DA |
| 5.3.4 OASIS |
| 5.3.5 SpeechExpress |
| 5.3.6 Customers |
| 5.4 varetis |
| 5.4.1 Operator Services Solutions |
| 5.4.2 Partners |
| 5.4.3 Customers |
| 5.5 Metro One |
| 5.5.1 Services |
| 5.5.2 Call Center Locations |
| 5.5.3 Customers |
| 5.6 Verizon |
| 5.6.1 Services |
| 5.6.2 Data Sources |
| 5.6.3 Customers |
| 5.7 LSSi |
| 5.7.1 Services |
| 5.7.2 Products |
| 5.7.3 Database Management |
| 5.7.4 Billing Options |
| 5.8 Excell |
| 5.8.1 Services |
| 5.8.2 Database Management |
| 5.8.3 Pricing |
| 5.8.4 Customers |
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5.8.5 Future Direction |
| 5.9 ISx |
| 5.9.1 ISx Platform |
| 5.9.1.1 Features of ISx4 Platform |
| 5.9.1.2 Tools for Enhanced DA Services23 |
| 5.9.1.3 Features for Wireless Market |
| 5.9.1.4 Speech Automation |
| 5.9.1.5 Web Access to Directory Assistance |
| 5.9.2 Data Management |
| 5.9.2.1 Listing Services Inquiry Programs |
| 5.9.3 Network Services |
| 5.9.4 Customers |
| 5.10 Acxiom |
| 5.10.1 InfoBase |
| 5.10.2 InfoBase Telephone Directories |
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5.10.3 Data Sources |
| 5.11 Nortel Networks |
| CHAPTER VI: Competitive Services |
| 6.1 Overview |
| 6.1.1 Competitive Environment |
| 6.1.2 Key Players |
| 6.2 Internet-Based DA |
| 6.2.1 Business Models |
| 6.2.2 Service Providers |
| 6.2.2.1 AnyWho.com |
| 6.2.2.2 555-1212.com1 |
| 6.2.2.3 SuperPages.com |
| 6.2.2.4 SMARTpages.com |
| 6.2.2.5 Qwest -- Where is? |
| 6.3 Wireless Web Services |
| 6.3.1 Overview |
| 6.3.2 Wireless Carrier Offerings |
| 6.3.2.1 AT&T Wireless |
| 6.3.2.2 Bell Mobility |
| 6.3.2.3 BellSouth |
| 6.2.2.4 Cingular Wireless Internet |
| 6.3.2.5 go2 |
| 6.3.2.6 Nextel |
| 6.3.2.7 SBC |
| 6.3.2.8 Sprint PCS |
| 6.3.2.9 Verizon Wireless |
| 6.3.2.10 Voicestream |
| 6.4 Voice Portals |
| 6.4.1 Overview |
| 6.4.2 Voice Portal Companies |
| 6.4.3 Comparisons |
| 6.4.4 Business Models |
| 6.4.4.1 Subscriptions Models |
| 6.4.4.2 Advertising Models |
| 6.4.4.3 e-Commerce Models |
| CHAPTER VII: Five-Year Market Forecasts |
| 7.1 Trends and Developments |
| 7.1.1 Speech Recognition |
| 7.1.2 Location Based Services |
| 7.1.3 Subscription Services |
| 7.1.4 Outsourcing |
| 7.1.5 Spanish Language |
| 7.1.6 Wireless Law |
| 7.2 Forecasts |
| 7.2.1 Market View |
| 7.2.2 Usage |
| 7.2.3 Revenue |
| LIST OF FIGURES |
| Figures |
| 1.1 Total Revenue of DA Calls |
| 1.2 Revenue of Wireline DA Calls |
| 1.3 Revenue of Wireline EDA |
| 1.4 Revenue of Wireless EDA Calls |
| 1.5 Comparison of DA Revenue |
| 3.1 Landline EDA Offerings |
| 4.1 North American Wireless Subscribers |
| 4.2 North American Wireless Subscribers Market Share by Country |
| 4.3 North American Wireless Subscriber Growth Rates |
| 4.4 Penetration of Wireless Service |
| 7.1 Total Volume of DA Calls |
| 7.2 Volume of Wireline DA Calls |
| 7.3 Volume of Wireline EDA Calls |
| 7.4 Volume of Wireless EDA Calls |
| 7.5 Proportion of Total DA Volume by Type |
| 7.6 Total Revenue of DA Calls |
| 7.7 Revenue of Wireline DA Calls |
| 7.8 Revenue of Wireline EDA |
| 7.9 Revenue of Wireless EDA Calls |
| 7.10 Comparison of DA Revenues |
| 7.11 Components of DA Revenues, Percent of Total |
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LIST OF TABLES |
| Tables |
| 4.1 United States Wireless Carriers |
| 6.1 Wireless Web Launch Dates |
| 6.2 Carriers and Their Web Services Content |
| 6.3 Verizon’s Mobile Web Content Partners |
| 6.4 Wireless Carriers |
| 6.5 Voice Portal Companies |
| 6.6 Voice Portals and Their Technology Partners |
| 6.7 Voice Portal Content Comparisons |
| 6.8 Carrier and Their Web Services |
