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Conferences DIRECTORY DA/Call Center Optimization Services |
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| TABLE OF CONTENTS |
| Section |
| CHAPTER I: Executive Summary |
| 1.0 Overview |
| 1.1 Unified Communication Capabilities |
| 1.2 UM/UC Drivers |
| 1.3 Benefits |
| 1.4 Trends |
| 1.5 Barriers |
| 1.6 Market Forecasts |
| CHAPTER II: Unified Communications -- Moving Beyond Unified Messaging |
| 2.0 Unified Communications -- An Introduction |
| 2.1 The Evolution of UM |
| 2.2 Defining Unified Communications |
| 2.2.1 Other Definitions |
| 2.3 UC Capabilities |
| 2.3.1 Call Control/Call Management |
| 2.3.2 Boomerang/Live Reply |
| 2.3.3 Find Me/Follow Me |
| 2.3.4 Groupware Capabilities |
| 2.4 Unified Messaging Versus Unified Communications |
| 2.5 Workflow |
| 2.6 UC and The Web |
| 2.7 The Next Step? |
| 2.8 Message Automation and Intelligent Messaging |
| 2.9 How Do We Evolve to UC? |
| 2.9.1 Presence Management |
| 2.9.2 Cross-Media Communications |
| 2.9.3 New Devices |
| CHAPTER III: Unified Messaging -- Benefits and Technology |
| 3.0 Unified Messaging Defined |
| 3.1 So What is UM? |
| 3.2 Benefits of UM |
| 3.3 Why UM is Compelling |
| 3.4 Mixed-Media Communications |
| 3.5 Access for Remote Users |
| 3.6 Anything, Anywhere, Anytime, Anyway |
| 3.7 Scenarios |
| 3.8 Technology and Architectures |
| 3.8.1 Unified Versus Integrated |
| 3.8.2 Unified Messaging Architecture |
| 3.8.3 Integrated Messaging Architecture |
| 3.8.4 Architectural Approaches |
| 3.8.4.1 Integrated Desktop |
| 3.8.4.2 Integrated Client |
| 3.8.4.3 Integrated Messaging |
| 3.8.4.4 Synchronized Approach |
| 3.8.4.5 Unified Messaging |
| 3.8.5 Benefits of the Unified Server Approach |
| 3.8.6 Drawbacks to the Unified Server Approach |
| 3.8.7 Potential Users |
| 3.8.8 Pros and Cons |
| 3.8.9 Total Cost of Ownership and UM Architecture |
| CHAPTER IV: UC Market Drivers and Benefits |
| 4.0 UM/UC Market Drivers |
| 4.1 UM/UC’s Value Proposition |
| 4.2 Benefits of UM/UC |
| 4.2.1 Administrator Benefits |
| 4.2.2 End User Benefits of UM/UC |
| 4.4.3 Benefits to Mobile Professionals |
| 4.2.4 Benefits To Knowledge Workers |
| 4.2.5 Benefits to the Enterprise |
| 4.2.6 Benefits to the Workgroup |
| 4.3 Soft Dollar Benefits |
| 4.4 Return on Investment |
| 4.4.1 ROI for Administrators |
| 4.4.2 ROI for End Users |
| 4.4.3 PELORUS Group End User Research Findings |
| 4.4.3.1 Productivity and Time Savings |
| 4.4.3.2 Productivity Improvements and Time Savings |
| 4.4.3.3 Favorite Features and Benefits |
| 4.4.3.4 Suggestions for Unified Messaging Vendors |
| 4.5 Will Everyone Have UM/UC? |
| 4.6 Why now for UM/UC? |
| CHAPTER V: UM/UC Trends |
| 5.0 Trends |
| 5.1 Convergence |
| 5.2 Voice Over IP |
| 5.3 UM/UC in the Customer Contact Center |
| 5.4 Text-to-Speech |
| 5.5 Speech Recognition |
| 5.5.1 Speech Recognition Vendors |
| 5.5.1.1 SpeechWorks |
| 5.5.1.2 Nuance |
| 5.6 Personal Assistants |
| 5.6.1 Scenario Example |
| 5.6.2 Personal Assistant Vendors |
| 5.6.2.1 Conita Technologies |
| 5.6.2.1.1 The PVA Application |
| 5.6.2.2 alexis |
| 5.6.2.3 Avaya Speech Access for Unified Messenger |
| 5.6.2.4 Cisco’s Personal Assistant |
| 5.6.2.5 Captaris’ Captaris Speech |
| 5.6.2.6 Sound Advantage’s SANDI |
| 5.6.2.7 Mitel |
| 5.6.2.8 Nortel Networks |
| 5.6.2.9 Wildfire |
| 5.7 Service Provider-based UM |
| 5.8 The Internet |
| 5.8.1 The Internet and UM/UC |
| 5.8.2 Web Browsers |
| 5.8.3 Internet Access Challenges |
| 5.8.4 UM/UC Vendors and Internet Access |
| 5.9 Wireless Capabilities |
| 5.9.1 Wireless Devices and the Evolution of UC |
| 5.9.2 Wireless UC Capabilities |
| 5.9.3 WAP Technology |
| 5.9.4 SIP |
| 5.9.5 Groupware Vendors and Wireless Capabilities |
| 5.9.5.1 Microsoft Mobile Information Server |
| 5.9.5.2 Lotus |
| 5.9.6 UC Vendors and Wireless Capabilities |
| 5.9.6.1 NowSpeech |
| 5.10 Instant Messaging and Presence Management |
| 5.11 Vertical Market Applications |
| 5.12 Future Applications of Unified Messaging/Unified Communications |
| CHAPTER VI: Challenges of UM/UC |
| 6.0 Barriers and Limitations of UM/UC |
| 6.1 Other Challenges |
| CHAPTER VII: Selling UM/UC -- Who, How, Why? 161 |
| 7.0 Introduction |
| 7.1 Distribution and Sales |
| 7.2 How To Get the Channel Interested in UM/UC |
| 7.3 Channel Interest in UM/UC |
| 7.4 Who Do You Sell To? |
| 7.4.1 IT and UM/UC |
| 7.5 Rolling Out UM/UC in an Enterprise |
| 7.6 Who is the Market? |
| 7.6.1 Ideal Customers |
| CHAPTER VIII: IP Technology and Standards |
| 8.0 Introduction |
| 8.1 Internet Protocols and Standards |
| 8.2 H.323 and SIP |
| 8.3 VPIM |
| 8.3.1 Potential Problems with VPIM |
| 8.3.2 VPIM and UM |
| 8.4 Wireless Application Protocol |
| 8.5 VoiceXML |
| CHAPTER IX: Market Analysis and Forecasts |
| 9.0 Still a Stagnant Market |
| 9.1 Still Slightly Bullish |
| 9.2 Previously Overly Optimistic |
| 9.3 UM/UC Market Forecasts -- Worldwide |
| 9.3.1 UM/UC Revenues |
| 9.3.1.1 Revenue Market Share, by Vendor |
| 9.3.2 UM/UC System Shipments |
| 9.3.2.1 System Shipment Market Share, by Vendor |
| 9.3.3 UM/UC Seat Shipment and Installed Based |
| 9.3.3.1 Seat Shipment Market Share, by Vendor |
| 9.3.4 Domestic Versus International UM Forecasts |
| 9.3.5 UM/UC Shipments and Revenues, by Seat Size |
| 9.4 Still Bullish (After All These Years) |
| CHAPTER X: UM/UC Vendors |
| 10.0 Who Are the Players? |
| 10.1 Groupware Vendors |
| 10.1.1 Microsoft |
| 10.1.1.1 Exchange Server 2000 |
| 10.1.1.2 Digital Dashboard |
| 10.1.1.3 Mobile Information Server |
| 10.1.1.4 Windows Messenger |
| 10.1.1.5 Futures |
| 10.1.2 IBM's Lotus Development Corporation |
| 10.1.2.1 Domino Unified Communications Services |
| 10.1.2.2 Mobile Initiatives |
| 10.2 UM/UC Vendors |
| 10.2.1 Active Voice |
| 10.2.1.1 Product Information |
| 10.2.1.2 Technology |
| 10.2.1.3 Marketing Information |
| 10.2.1.4 Enterprise Unified Messaging |
| 10.2.1.5 Summary |
| 10.2.2 alexis |
| 10.2.2.1 Features |
| 10.2.2.2 Technology |
| 10.2.2.3 Marketing Information |
| 10.2.3 Avaya |
| 10.2.3.1 Unified Messenger for Exchange |
| 10.2.3.2 Unified Messenger Technology |
| 10.2.3.3 Unified Messenger Market Information |
| 10.2.3.4 e-Business Messaging Offer |
| 10.2.3.5 Unified Communication Center |
| 10.2.3.6 UCC Marketing Information |
| 10.2.4 Big Sky Technologies, Inc. |
| 10.2.4.1 Marketing Information |
| 10.2.5 Callware |
| 10.2.5.1 Callegra 5.6 |
| 10.2.5.2 Technology |
| 10.2.5.3 Marketing Information |
| 10.2.5.4 Futures |
| 10.2.6 Captaris |
| 10.2.6.1 Technology |
| 10.2.6.2 Mobile Delivery Service |
| 10.2.6.3 Marketing Information |
| 10.2.6.4 Future Plans |
| 10.2.7 Cisco |
| 10.2.7.1 Product Information |
| 10.2.7.2 Technology |
| 10.2.7.3 Market Information |
| 10.2.7.4 Futures |
| 10.2.8 Comdial/Key Voice |
| 10.2.8.1 Technology |
| 10.2.8.2 Marketing Information |
| 10.2.9 Connected Systems |
| 10.2.9.1 Product Information |
| 10.2.9.2 Technology |
| 10.2.9.3 Marketing Information |
| 10.2.9.4 Futures |
| 10.2.10 eOn Communications |
| 10.2.10.1 Technology |
| 10.2.10.2 Marketing Information |
| 10.2.11 Esnatech |
| 10.2.11.1 Technology |
| 10.2.11.2 Marketing Information |
| 10.2.11.3 Futures |
| 10.2.12 Interactive Intelligence |
| 10.2.12.1 Product Information |
| 10.2.12.2 Technology |
| 10.2.12.3 Marketing Information |
| 10.2.13 Inter-Tel |
| 10.2.13.1 Technology |
| 10.2.13.2 Marketing Information |
| 10.2.14 Macrovoice Networks |
| 10.2.14.1 Product Information |
| 10.2.14.2 Technology |
| 10.2.14.3 Marketing Information |
| 10.2.15 Mitel Networks |
| 10.2.15.1 Product Information |
| 10.2.15.2 Technology |
| 10.2.15.3 Market Information |
| 10.2.16 NEC America, Inc. |
| 10.2.16.1 Product Information |
| 10.2.16.2 Technology |
| 10.2.16.3 Marketing Information |
| 10.2.17 Nortel Networks |
| 10.2.17.1 Technology |
| 10.2.17.2 Marketing Information |
| 10.2.18 Object World |
| 10.2.18.1 Technology |
| 10.2.18.2 Marketing Information |
| 10.2.19 Siemens |
| 10.2.19.1 HiPath Xpressions Version 2.5 |
| 10.2.19.2 HiPath Xpressions Version 3.0 |
| 10.2.19.3 ConnectServer |
| 10.2.19.4 Marketing Information |
| 10.2.19.5 Future Directions |
| 10.2.20 Sound Advantage |
| 10.2.20.1 Technology |
| 10.2.20.2 Marketing Information |
| 10.2.21 TeleData Technology, Inc. |
| 10.2.21.1 Technical Information |
| 10.2.21.2 Marketing Information |
| 10.2.22 TOPCALL |
| 10.2.22.1 Technology |
| 10.2.22.2 Marketing Information |
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LIST OF TABLES & FIGURES |
| Figure |
| 2.1 Evolution To Unified Communications |
| 3.1 Unified Messaging Architecture |
| 3.2 Integrated Messaging Architecture |
| 3.3 Approach -- Pros and Cons |
| 3.4 Pros and Cons of Different Approaches |
| 3.5 Approach Characteristics |
| 4.1 UM ROI Example |
| 4.2 Time Savings and Productivity Increases by Users |
| 4.3 Unified Messaging/Unified Communications Adoption in the Enterprise |
| 5.1 Avaya’s Speech Access System |
| 5.2 Unified Messaging and the Internet |
| 7.1 Channel Interest in UM/UC |
| 8.1 Internet Standards |
| 8.2 VPIM World in Microcosm |
| 9.1 Worldwide UM/UC Revenues -- 2001-2006 |
| 9.2 Worldwide UM/UC Market Share -- Revenue -- 2001 |
| 9.3 Worldwide UM/UC System Shipments -- 2001-2006 |
| 9.4 Worldwide UM/UC Market Share -- Systems Shipped -- 2001 |
| 9.5 Worldwide UM/UC Seat Shipments -- 2001-2006 |
| 9.6 Installed Base of UM/UC Sets -- 2001-2006 |
| 9.7 Worldwide UM/UC Market Share -- Seats Shipped -- 2001 |
| 9.8 UM/UC Revenues, Domestic and International -- 2001-2006 |
| 9.9 UM/UC Revenues, by Geographic Region -- 2001 and 2006 |
| 9.10 UM/UC Revenue Percentage, by Geographic Region -- 2001 and 2006 |
| 9.11 UM/UC System Shipments, Domestic and International -- 2001-200 |
| 9.12 UM/UC Shipment, Domestic and International -- 2001-2006 |
| 9.13 UM/UC System Shipments, by Seat Size -- 2001 and 2006 |
| 9.14 UM/UC Revenues By Seat Size -- 2001 and 2006 |
| 10.1 Lucent’s Unified Messenger Fax Architecture |
| 10.2 Unified Messenger for Exchange |
| 10.3 Netscape Messenger With Callpoint Unified Messaging Displaying Voice Annotated Fax Message |
| 10.4 The Call Attendant Office Service Creation Interface |
