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Conferences DIRECTORY DA/Call Center Optimization Services |
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| TABLE OF CONTENTS | |
| Section |
Page |
| CHAPTER I: Directory Assistance Markets In Northern Europe: A Management Summary | 1 |
| 1.0 Introduction | 1 |
| 1.1 Current Market Trend | 3 |
| 1.2 Market Trends Through 2005 | 6 |
| 1.3 International DA: No Encouraging Signs | 12 |
| 1.4 Regarding Research Methods and How to Use This Report | 17 |
| CHAPTER II: Driving Trends, Critical Issues | 19 |
| 2.0 Introduction | 19 |
| 2.1 Market Dynamics as of 2001 | 21 |
| 2.1.1 What Competition in DA Has Brought | 22 |
| 2.1.2 Emerging Opportunities and Business Strategies | 29 |
| 2.1.2.1 For Alternative DA Service Providers | 29 |
| 2.1.2.2 For Suppliers of Subscriber Listings Data and Other Content | 32 |
| 2.1.2.3 For Suppliers of DA Platforms and Switching Systems | 34 |
| 2.1.3 "Talking" Yellow Pages Today and Tomorrow | 36 |
| 2.2 Background to Progress | 40 |
| 2.2.1 Now the Bad News | 43 |
| 2.3 Key Factors Driving DA and Enhanced OS Markets | 46 |
| 2.3.1 DA Now Generates Some $1.75 Billion in Direct Charges | 46 |
| 2.3.1.1 The Impact of Call Completion/Connection Service and SMS Messaging | 52 |
| 2.3.2 The Fast-Growing Need to Reach People More Ways | 55 |
| 2.3.3 How New Access Codes Help Open DA Markets to Competition | 57 |
| 2.3.3.1 Other Critical Regulatory Steps for Liberalizing Markets | 58 |
| 2.3.4 The Impact of Maturing Automated Voice Technology | 62 |
| 2.3.5 The Impact of Mobile, the Web and WAP | 65 |
| 2.3.5.1 The Promise of Next-Generation Wireless Technology | 66 |
| 2.3.5.2 Why the Youth Market Will Be Key -- The Lesson of I-mode | 67 |
| 2.3.5.3 Why WAP Phones Are Slow and Cumbersome to Use | 70 |
| 2.3.5.4 Encouraging Indications for M-Commerce | 71 |
| 2.4 The Trouble with Subscriber Listings | 72 |
| 2.5 The Compounded Complexities of International DA | 75 |
| 2.5.1 The Need to Harmonize Subscriber Listings | 77 |
| 2.5.2 The Migration from E.115 to F.510 | 83 |
| CHAPTER III: Current DA Service Markets In Northern Europe: A Statistical Overview | 87 |
| 3.0 Background | 87 |
| 3.1 Trends in DA Call Volumes and Revenues | 90 |
| 3.2 Trends in Basic Service Pricing | 99 |
| 3.3 Trends in Enhanced-Feature Pricing | 104 |
| 3.3.1 Availability and Pricing: Call Completion | 104 |
| 3.3.2 Availability and Pricing: Listings via SMS | 108 |
| CHAPTER IV: National DA Markets And Service Providers | 111 |
| 4.0 Introduction | 111 |
| 4.1 United Kingdom | 112 |
| 4.1.1 British Telecom | 116 |
| 4.1.2 Cable & Wireless | 118 |
| 4.1.3 Vodafone | 120 |
| 4.1.4 Conduit and Sonera | 121 |
| 4.1.5 Telegate | 122 |
| 4.1.6 Scoot.com | 123 |
| 4.2 Germany | 125 |
| 4.2.1 Deutsche Telekom | 127 |
| 4.2.2 Telegate | 130 |
| 4.2.3 Telenor/Viag Interkom/Infoportal | 132 |
| 4.3 France | 133 |
| 4.3.1 France Telecom | 137 |
| 4.3.2 Hays Ceritex | 139 |
| 4.3.3 Sonera/Intra Call Centre | 140 |
| 4.3.4 Atos Origin | 140 |
| 4.3.5 Scoot.com | 141 |
| 4.4 The Netherlands | 141 |
| 4.4.1 KPN | 145 |
| 4.4.2 Libertel-Vodafone and Others | 147 |
| 4.4.3 Scoot.com | 147 |
| 4.5 Belgium | 149 |
| 4.5.1 Belgacom | 151 |
| 4.5.2 Mobistar and KPN Orange | 153 |
| 4.5.3 Scoot.com | 154 |
| 4.6 Switzerland | 155 |
| 4.6.1 Swisscom | 157 |
| 4.6.2 Conduit | 160 |
| 4.7 Ireland | 160 |
| 4.7.1 Eircom | 163 |
| 4.7.2 Conduit | 164 |
| 4.8 Sweden | 166 |
| 4.8.1 Telia/Respons | 169 |
| 4.8.2 Ahhaaa | 171 |
| 4.8.3 Europolitan-Vodafone | 173 |
| 4.9 Norway | 174 |
| 4.9.1 Telenor | 175 |
| 4.10 Denmark | 177 |
| 4.10.1 Tele Danmark | 179 |
| 4.10.2 Ahhaaa | 181 |
| 4.11 Finland | 183 |
| 4.11.1 Sonera | 184 |
| 4.11.2 Finnet Group | 187 |
| CHAPTER V: Leading Alternative DA Providers | 189 |
| 5.0 Introduction | 189 |
| 5.1 Telegate | 191 |
| 5.1.1 Development and Market Strategy | 193 |
| 5.1.2 Operations in Germany | 195 |
| 5.1.3 Operations in Italy | 197 |
| 5.1.4 Operations in the UK | 198 |
| 5.1.5 Operations in Spain | 198 |
| 5.2 Conduit | 199 |
| 5.2.1 Development and Market Strategy | 200 |
| 5.2.2 Operations in Ireland | 202 |
| 5.2.3 Operations in the UK | 203 |
| 5.2.4 Operations in Austria and Switzerland | 205 |
| 5.2.5 Service in Sweden | 206 |
| 5.3 Sonera | 207 |
| 5.3.1 Operations in Finland | 209 |
| 5.3.2 Operations in the UK | 210 |
| 5.3.3 Operations in France | 210 |
| 5.3.4 Operations in Italy | 212 |
| 5.3.5 Services in Sweden | 212 |
| 5.4 Cable & Wireless (C&W) | 213 |
| 5.5 Telenor | 215 |
| 5.5.1 Operations in Norway | 217 |
| 5.5.2 Operations in Germany | 217 |
| 5.6 Ahhaaa | 218 |
| 5.6.1 Operations in Sweden | 220 |
| 5.6.2 Services in Denmark | 221 |
| 5.6.3 Projected Operations in Norway | 221 |
| 5.7 Scoot.com | 221 |
| 5.7.1 Operations in the UK | 223 |
| 5.7.2 Operations in the Netherlands | 223 |
| 5.7.3 Operations in Belgium | 223 |
| 5.7.4 Operations in France | 224 |
| CHAPTER VI: Suppliers Of DA Platforms | 225 |
| 6.0 Introduction | 225 |
| 6.1 Key Product Trends | 226 |
| 6.2 varetis (Formerly PC-Plus Informatik) | 230 |
| 6.2.1 Projects and Announcements in 2000 | 232 |
| 6.2.2 Director Assistance Database and Gateways | 234 |
| 6.2.3 Multifunctional Operator System | 235 |
| 6.2.4 Management Information System (MIS) | 236 |
| 6.2.5 Automating Directory Assistance WAP | 237 |
| 6.2.6 Web and WAP Interfaces | 238 |
| 6.2.7 Directory Solutions for the Internet | 240 |
| 6.2.8 Subscriber Data Funnel (SDF) | 241 |
| 6.3 ISx (Formerly IBM) | 242 |
| 6.3.1 System Description | 246 |
| 6.3.2 ISx System Architecture | 248 |
| 6.3.2.1 Network Subsystem | 248 |
| 6.3.2.2 Database Subsystem | 249 |
| 6.3.2.3 Operator Subsystem | 252 |
| 6.3.2.4 Management Services | 253 |
| 6.3.2.5 Call Control Subsystem | 255 |
| 6.3.2.6 Audio Subsystem | 256 |
| 6.3.3 Speech Recognition System | 258 |
| 6.4 Volt Information Sciences/VoltDelta Europe | 258 |
| 6.4.1 OASIS System Description | 262 |
| 6.5 Nortel Networks | 263 |
| 6.5.1 DMS, Meridian and TOPS | 264 |
| 6.5.2 New Solutions for the International Market | 266 |
| 6.5.3 Nortel’s Information Portal Solution | 267 |
| 6.5.4 Quest411 | 268 |
| CHAPTER VII: DA In Northern Europe: A Five-Year Forecast | 269 |
| 7.1 Preparing for the Next Five Years | 269 |
| 7.2 Key Market Trends and Figures 2001-2005 | 271 |
| 7.3 International DA: No Encouraging Signs | 277 |
| 7.4 Troubling Uncertainty in Europe's Wireless Markets | 282 |
| 7.4.1 The Next Phase: GPRS | 286 |
| 7.4.2 Positioning Technology and Location-Based Services | 288 |
| 7.4.3 The Premise and Promise of 3G Wireless | 291 |
| 7.4.4 I-mode: But Will Europeans Kids Go for It? | 293 |
| 7.5 Northern Europe, Country by Country, Through 2005 | 295 |
| 7.5.1 United Kingdom | 295 |
| 7.5.2 Germany | 297 |
| 7.5.3 France | 299 |
| 7.5.4 Netherlands | 302 |
| 7.5.5 Belgium | 304 |
| 7.5.6 Switzerland | 306 |
| 7.5.7 Ireland | 308 |
| 7.5.8 Sweden | 310 |
| 7.5.9 Norway | 312 |
| 7.5.10 Denmark | 314 |
| 7.5.11 Finland | 315 |
|
LIST OF FIGURES |
|
| Figures |
Page |
| 1.1 Projected Total Base DA Revenues by Country 2001-2005 | 6 |
| 1.2 Annual DA Call Volume by Country 2000-2005 | 7 |
| 1.3 Annual Base DA Revenues by Country 2000-2005 | 9 |
| 1.4 Shares of Wireline vs. Wireless DA Calls 2001-2005 | 11 |
| 1.5 Projected Total International DA Base Revenues by Country 2001-2005 | 13 |
| 1.6 Annual International DA Call Volume by Country 2000-2005 | 14 |
| 1.7 Annual International DA Base Revenues by Country 2000-2005 | 14 |
| 1.8 Shares of International DA in Total Call Volume and Base Revenues 2000-2005 | 16 |
| 2.1 Annual DA Call Volume 1999-2001 | 23 |
| 2.2 Former PTT Market Shares Starting 2001 | 25 |
| 2.3 Fully Automated DA | 32 |
| 2.4 Enhanced/Value-Added Services | 34 |
| 2.5 DA Platforms and Switches | 37 |
| 2.6 Annual Base DA Revenues Starting 2001 | 48 |
| 2.7 Shares of Wireline vs. Wireless DA Calls 2001 | 48 |
| 2.8 Annual International DA Call Volume and Base Revenues Starting 2001 | 49 |
| 2.9 DA Call Charges -- Early 2001 | 51 |
| 2.10 Rates of Use of Call Completion 2001 | 54 |
| 2.11 SMS for DA Among Leading Providers | 56 |
| 2.12 EIDQ Members | 78 |
| 2.13 F.510 Capabilities and X.500 Characteristics | 82 |
| 3.1 Growing Markets, Flat Markets, Shrinking Markets in 2001 | 91 |
| 3.2 Shares of Wireline vs. Wireless DA Callers 2001 | 95 |
| 3.3 Ranking of Annual Base DA Revenues by Country Starting 2001 | 97 |
| 3.4 Ranking of International DA Call Volume and Annual Base Revenues by Country Starting 2001 | 98 |
| 3.5 Ranking of National DA Call Charges by Country -- Early 2001 | 101 |
| 3.6 Ranking of International DA Call Charges by Country – Early 2001 | 102 |
| 3.7 Call Completion and National DA: Availability and Pricing Among Leading Providers -- Early 2001 | 106 |
| 3.8 Call Completion and International DA: Availability and Pricing Among Leading Providers -- Early 2001 | 107 |
| 3.9 Availability and Pricing: SMS for DA Among Leading Providers | 109 |
| 4.1 United Kingdom: Market Overview | 124 |
| 4.2 Germany: Market Overview | 134 |
| 4.3 France: Market Overview | 142 |
| 4.4 The Netherlands: Market Overview | 148 |
| 4.5 Belgium: Market Overview | 154 |
| 4.6 Switzerland: Market Overview | 161 |
| 4.7 Ireland: Market Overview | 165 |
| 4.8 Sweden: Market Overview | 172 |
| 4.9 Norway: Market Overview | 177 |
| 4.10 Denmark: Market Overview | 182 |
| 4.11 Finland: Market Overview | 187 |
| 5.1 Market Shares of Alternative DA Providers Starting 2001 | 190 |
| 6.1 ITG | 235 |
| 6.2 MIS | 237 |
| 6.3 varetis’ WAP Directory Services Solution |
239 |
