| Section |
| 1.0 Introduction |
| 1.1 Call Center System Markets
Through 2003 |
| 1.2 Regarding Research Methods and
How to Use the Report |
| CHAPTER II: An Overview of Current Market |
| 2.0 Introduction |
| 2.1 1998 Sales |
| 2.1.1 Penetration
of CTI, IVRs and Predictive Dialers Among New Installments in 1998 |
| 2.2 Projected 1999 Sales |
| 2.2.1 Price
Pressures in 1999 |
| 2.2.2 Penetration
of CTI, IVRs and Predictive Dialers Among New Installments |
| 2.2.3 World Wide
Web-Integrated Call Centers in 1999 |
| 2.3 Comparative Market Shares |
| 2.4 Growth in Installed Bases |
| CHAPTER III: Driving Trends and Critical
Issues |
| 3.0 Driving Todays Market in
Europe: Competition, Convergence |
| 3.1 Key to Competitiveness:
Improving Customer Relationship Management |
| 3.2 Users and Uses: Key Markets,
Horizontal and Vertical |
| 3.2.1 Financial
Services: The Number One Market |
| 3.2.2
Telecommunications: The Leading Driver of High-End Call Centers |
| 3.2.3 Information
Technology |
| 3.2.4 Travel and
Leisure/Hospitality |
| 3.2.5 Utilities |
| 3.2.6
Telemarketer/Outsourcers |
|
3.2.6.1 The Trouble with Automated Outbound Dialing Applications |
| 3.3 Fusion: Voice and Data Coverage
at the Agent Station |
| 3.3.1 What
Computer-Telephony Integration Makes Possible |
|
3.3.1.1 The Roles of Caller ID and DNIS |
|
3.3.1.2 Extending the Boundaries of Call Center Capabilities |
|
3.3.1.3 The Most-Wanted Functions of CTI: "Screen-Pops" and
"Skills-Based Routing" |
| 3.3.1.4 CTI and
Outbound Applications |
|
3.3.1.4.1 Preview Dialing |
|
3.3.1.4.2 Power Dialing and Its Variants |
| 3.3.1.5
Multimedia Integration: Call Centers and the World Wide Web |
|
3.3.1.5.1 Handling Call-Back Requests from Web Sites |
|
3.3.1.5.2 Handling E-Mail |
|
3.3.1.5.3 Voice over IP to the Call Center |
|
3.3.1.5.4 Video Over IP to the Call Center:Not Even in Sight |
| 3.4 Bringing it all Together:
Multi-Vendor Collaboration and the Role of Systems Integrators |
| 3.4.1 The Role of
CIT/Middleware Suppliers: The Genesys Example |
|
3.4.1.1 Features and Pricing |
| 3.4.2 GeoTel and
Virtual Call Center Networking Services |
| 3.4.3
Work-at-Home Agents: Still Very Few |
| 3.5 Call Center Server/PCBX ACD
Solutions: The New Wave? |
| 3.5.1
Server Solutions: Questions About Reliability and Scalability |
| 3.5.2 Near-Term
Target Markets |
| 3.5.3 The Nortel
"Symposium" and "Symposium Express" for the Meridian
Switch |
| 3.5.4 The Lucent/SDX
Computer Telephony (CT) Server for the INdeX Switch |
| 3.5.5 Apropos |
| 3.5.6 Discofone |
| 3.5.7 Interactive
Intelligence |
| 3.6 Carrier Services and Call
Centers |
| 3.6.1 Toll-Free
and Shared-Cost Services |
| 3.6.2
Central-Office-Based or Centrex ACD Service |
| CHAPTER IV: The Market for Call Center
Systems in Great Britain |
| 4.0 Overview |
| 4.1 Background and Nature of the
British Market |
| 4.2 The Installed Base |
| 4.3 Sales in 1998 |
| 4.4 Projected Sales in 1999 |
| 4.5 CTI, IVR, Predictive Dialing
and Web Integration Installments |
| 4.6 The Impact of Carrier Services |
| 4.7 Players and Products |
| 4.7.1 Lucent
Technologies |
|
4.7.1.1 1998 Sales |
|
4.7.1.2 Projected 1999 Sales |
| 4.7.2 Nortel Networks |
|
4.7.2.1 1998 Sales |
|
4.7.2.2 Projected Sales in 1999 |
| 4.7.3 Aspect |
|
4.7.3.1 1998 Sales |
|
4.7.3.2 projected Sales in 1999 |
| 4.7.4 Siemens |
|
4.7.4.1 1998 Sales |
|
4.7.4.2 Projected Sales in 1999 |
| 4.7.5 Ericsson |
|
4.7.5.1 1998 Sales |
|
4.7.5.2 Projected Sales in 1999 |
| 4.7.6 Mitel |
|
4.7.6.1 1998 Sales |
|
4.7.6.2 Projected Sales in 1999 |
| 4.7.7 Rockwell International |
|
4.7.7.1 1998 Sales |
|
4.7.7.2 Projected Sales in 1999 |
| 4.7.8 Philips |
|
4.7.8.1 1998 Sales |
|
4.7.8.2 Projected Sales in 1999 |
| 4.7.9 Alcatel |
|
4.7.9.1 1998 Sales |
|
4.7.9.2 Projected Sales in 1999 |
| 4.7.10 Special Telephone Systems (STS) |
|
4.7.10.1 1998 Sales |
|
4.7.10.2 Projected Sales in 1999 |
| 4.7.11 Harris Systems |
|
4.7.11.1 1998 Sales |
|
4.7.11.2 Projected Sales in 1999 |
| 4.7.12 Apropos |
|
4.7.12.1 1998 Sales |
|
4.7.12.2 Projected Sales in 1999 |
| 4.7.13 Interactive Intelligence |
|
4.7.13.1 1998 Sales |
|
4.7.13.2 Projected Sales in 1999 |
| 4.7.14 Bosch Telecom Group |
|
4.7.14.1 Projected Sales in 1999 |
| CHAPTER V: The Market for Call Center Systems
in France |
| 5.0 Overview |
| 5.1 Background and Nature of the French Market |
| 5.2 The Installed Base |
| 5.3 Sales in 1998 |
| 5.4 Projected Sales in 1999 |
| 5.5 CTI, IVR, Predictive Dialing and Web
Integration Installments |
| 5.6 The Impact of Carrier Services |
| 5.6.1 Toll-Free and Shared-Cost Telephone
Services |
| 5.6.2 International Toll-Free Service |
| 5.6.3 Virtual Call Center Network Service |
| 5.6.4 Central-Office-Based/Centrex ACD Services |
| 5.7 Players and Products |
| 5.7.1 Alcatel |
|
5.7.1.1 1998 Sales |
|
5.7.1.2 Projected Sales in 1999 |
| 5.7.2 Matra Nortel |
|
5.7.2.1 1998 Sales |
|
5.7.2.2 Projected Sales in 1999 |
| 5.7.3 Lucent Technologies |
|
5.7.3.1 1998 Sales |
|
5.7.3.2 Projected Sales in 1999 |
| 5.7.4 Ericsson |
|
5.7.4.1 1998 Sales |
|
5.7.4.2 Projected 1999 Sales |
| 5.7.5 Siemens |
|
5.7.5.1 1998 Sales |
|
5.7.5.2 Projected 1999 Sales |
| 5.7.6 Bosch
Telecom |
|
5.7.6.1 1998 Sales |
|
5.7.6.2 Projected Sales in 1999 |
| 5.7.7 Aspect |
|
5.7.7.1 1998 Sales |
|
5.7.7.2 Projected 1999 Sales |
| 5.7.8 Rockwell International |
|
5.7.8.1 1998 Sales |
|
5.7.8.2 Projected Sales in 1999 |
| 5.7.9 Discofone |
|
5.7.9.1 1998 Sales |
|
5.7.9.2 Projected Sales in 1999 |
| 5.7.10 CS Communications and Systems Group |
|
5.7.10.1 1998 Sales |
|
5.7.10.2 Projected 1999 Sales |
| 5.7.11 Datapoint |
|
5.7.11.1 1998 Sales |
|
5.7.11.2 Projected Sales in 1999 |
| CHAPTER VI: The Market for Call Center
Systemsin Germany |
| 6.0 Overview |
| 6.1 Background and Nature of the German Market |
| 6.2 The Installed Base |
| 6.3 Sales in 1998 |
| 6.4 Projected Sales in 1999 |
| 6.5 CTI, IVR, Predictive Dialing and Web
Integration Installments |
| 6.6 The Impact of Carrier Services |
| 6.6.1 Toll-Free and Shared-Cost Services:
Soaring Use |
| 6.6.2 Virtual Call Center Networking Service:Due
in Late 1999 |
| 6.6.3 Central-Office-Based ACD Service: Not Yet |
| 6.7 Players and Products |
| 6.7.1 Siemens |
|
6.7.1.1 1998 Sales |
|
6.7.1.2 Projected Sales in 1999 |
| 6.7.2 Bosch Telecom Group |
|
6.7.2.1 1998 Sales |
|
6.7.2.2 Projected Sales in 1999 |
| 6.7.3 Nortel DASA |
|
6.7.3.1 1998 Sales |
|
6.7.3.2 Projected Sales in 1999 |
| 6.7.4 Lucent Technologies |
|
6.7.4.1 1998 Sales |
|
6.7.4.2 Projected 1999 Sales |
| 6.7.5 Aspect |
|
6.7.5.1 1998 Sales |
|
6.7.5.2 Projected Sales in 1999 |
| 6.7.6 Philips |
|
6.7.6.1 1998 Sales |
|
6.7.6.2 Projected Sales in 1999 |
| 6.7.7 Ericsson |
|
6.7.7.1 1998 Sales |
|
6.7.7.2 Projected Sales in 1999 |
| 6.7.8 Alcatel SEL |
|
6.7.8.1 1998 Sales |
|
6.7.8.2 Projected Sales in 1999 |
| 6.7.9 Rockwell International |
|
6.7.9.1 1998 Sales |
|
6.7.9.2 Projected Sales in 1999 |
| 6.7.10 Interactive Intelligence |
|
6.7.10.1 1998 Sales |
|
6.7.10.2 Projected Sales in 1999 |
| 6.7.11 Apropos |
|
6.7.11.1 Projected Sales in 1999 |
| 6.7.12 Harris Systems |
|
6.7.12.1 Projected Sales in 1999 |
| 6.7.13 Mitel |
|
6.7.13.1 1998 Sales |
|
6.7.13.2 Projected Sales in 1999 |
| CHAPTER VII: The Market for Call Center
Systems in Holland |
| 7.0 Overview |
| 7.1 Background and Nature of the Dutch Market |
| 7.2 The Installed Base |
| 7.3 Sales in 1998 |
| 7.4 Projected Sales in 1999 |
| 7.5 CTI, IVR, Predictive Dialing and Web
Integration Installments |
| 7.6 The Impact of Carrier Services |
| 7.7 Players and Products |
| 7.7.1 Philips |
|
7.7.1.1 1998 Sales |
|
7.7.1.2 Projected Sales in 1999 |
| 7.7.2 Nortel Networks |
|
7.7.2.1 1998 Sales |
|
7.7.2.2 Projected Sales in 1999 |
| 7.7.3 Lucent Technologies |
|
7.7.3.1 1998 Sales |
|
7.7.3.2 Projected Sales in 1999 |
| 7.7.4 Aspect |
|
7.7.4.1 1998 Sales |
|
7.7.4.2 Projected Sales in 1999 |
| 7.7.5 Ericsson |
|
7.7.5.1 1998 Sales |
|
7.7.5.2 Projected Sales in 1999 |
| 7.7.6 Siemens |
|
7.7.6.1 1998 Sales |
|
7.7.6.2 Projected Sales in 1999 |
| 7.7.7 Bosch Telecom |
|
7.7.7.1 1998 Sales |
|
7.7.7.2 Projected Sales in 1999 |
| 7.7.8 Mitel |
|
7.7.8.1 1998 Sales |
|
7.7.8.2 Projected Sales in 1999 |
| 7.7.9 Alcatel |
|
7.7.9.1 1998 Sales |
|
7.7.9.2 Projected Sales in 1999 |
| 7.7.10 Harris Systems |
|
7.7.10.1 Projected Sales in 1999 |
| 7.7.11 Interactive Intelligence |
|
7.7.11.1 Projected Sales in 1999 |
| 7.7.12 Apropos |
|
7.7.12.1 Projected Sales in 1999 |
| 7.7.13 Rockwell International |
|
7.7.13.1 Projected Sales in 1999 |
| CHAPTER VIII: The Market for Call Center
Systems1999 2003 |
| 8.0 Introduction |
| 8.1 Projected Sales 1999 2003 |
| 8.2 Forecast by Country |
| 8.2.1 Great Britain |
| 8.2.2 France |
| 8.2.3 Germany |
| 8.2.4 Holland |
| 8.3.1 1999 |
| 8.3.2 2000 |
| 8.3.3 2001 |
| 8.3.4 2002 |
| 8.3.5 2003 |
| 8.4 The European Economy and its Impact on Call
Center Markets |
| 8.5 Critical Recommendations for Vendors |
|
LIST OF FIGURES |
|
Figure |
Page |
|
|
|
|
1.1 Total Annual Seat Installments, Growth Rates and Installed Bases, by Country |
4 |
|
1.2 Annual Base Revenues and Growth Rates, by Country |
5 |
|
1.3 Average Annual Base Revenue per Seat and Rates of Change, by Country |
6 |
|
1.4 Annual Revenues from "Middleware" Systems Integration and Other
Professional Services, by Country |
7 |
|
1.5 Annual Gross Revenues and Growth Rates by Country |
7 |
|
1.6 Cumulative Seat Installments, Base and Gross Revenues by Country |
8 |
|
1.7 Annual CTI Shipments, Growth Rates and Installed Bases, by Country |
10 |
|
1.8 Annual IVR Shipments, Growth Rates and Installed Bases, by Country |
11 |
|
1.9 Annual Predictive Dialer Installments, Growth Rates and Installed Bases, by
Country |
12 |
|
1.10 Annual Web-Integration Installments, Growth Rates and Installed Bases, by
Country |
13 |
|
2.1 New Shipments by Size and Country, 1998 |
24 |
|
2.2 New Shipments by Vendor and Country, 1998 |
25 |
|
2.3 Total New and Add-on Shipments by Vendor and Country 1998 |
27 |
|
2.4 Market Share of New and Add-on Shipments by Vendor and Country, 1998 |
28 |
|
2.5 Base Revenues by Vendor and Country, 1998 |
29 |
|
2.6 Market Shares of Base Revenues by Vendor and Country 1998 |
30 |
|
2.7 Installments and Penetration Rates Among New Systems of CTI, IVRs and
Predictive Dialers by Country, 1998 |
31 |
|
2.8 Projected New System and Seat Shipments by Size and Country, 1999 |
34 |
|
2.9 Projected New System and Seat Shipments by Vendor and Country, 1999 |
35 |
|
2.10 Projected Total New and Add-on Shipments by Vendor and Country, 1999 |
37 |
|
2.11 Projected Market Shares of Total New and Add-on Shipments by Vendor and
Country, 1999 |
38 |
|
2.12 Projected Base Revenues by Vendor and Country, 1999 |
39 |
|
2.13 Projected Market Shares of Base Revenues by Vendor and Country, 1999 |
41 |
|
2.14 Projected Installments and Penetration Among New Systems of CTI, IVRs and
Predictive Dialers by Country, 1999 |
44 |
|
2.15 Web-Integrated Call Centers by Vendor and Country Beginning 2000 |
46 |
|
2.16 Combined Total Seat Installments and Market Shares by Vendor 1998 1999 |
47 |
|
2.17 Base Revenues by Vendor, 1998 1999 |
48 |
|
2.18 Installed Bases by Vendor, 1998 2000 |
50 |
|
2.19 Combined Installed Bases by Size and Country, Beginning 1999 |
51 |
|
2.20 Combined Installed Bases and Penetration of CTI, IVRs and Predictive
Dialers by Country Beginning 1999 |
52 |
|
2.21 Britain: Installed Bases by Vendor |
54 |
|
2.22 France: Installed Bases by Vendor |
55 |
|
2.23 Germany: Installed Bases by Vendor |
56 |
|
2.24 Holland: Installed Bases by Vendor |
57 |
|
3.1 Systems Integrators |
112 |
|
4.1 Britain: Installed Base by Size and Vendor, Starting 1999 |
158 |
|
4.2 Britain: Shipments by Size and Vendor, 1998 |
162 |
|
4.3 Britain: Total New and Add-on Seat Shipments and Base Revenues, by Vendor,
1998 |
164 |
|
4.4 Britain: Projected Shipments by Size and Vendor, 1999 |
166 |
|
4.5 Britain: Projected Total New and Add-on Seat Shipments and Base Revenues, by
Vendor, 1999 |
168 |
|
4.6 Britain: CTI Installments by Vendor, 1998 1999 |
169 |
|
4.7 Britain: IVR Installments by Vendor, 1998 1999 |
171 |
|
4.8 Britain: Predictive Dialing Installments by Vendor, 19981999 |
172 |
|
4.9 Britain: Projected Web Integration Installments, by Vendor, Year-End, 1999 |
173 |
|
5.1 France: Installed Base by Size and Vendor, Starting 1999 |
244 |
|
5.2 France: Shipments by Size and Vendor, 1998 |
248 |
|
5.3 France: Total New and Add-on Seat Shipments and Base Revenues, by Vendor,
1998 |
250 |
|
5.4 France: Projected Shipments by Size and Vendor, 1999 |
253 |
|
5.5 France: Projected New and Add-on Seat Shipments and Base Revenues, by
Vendor, 1999 |
255 |
|
5.6 France: CTI Installments by Vendor, 1998 1999 |
256 |
|
5.7 France: IVR Installments by Vendor, 1998 1999 |
258 |
|
5.8 France: Predictive Dialing Installments by Vendor, 19981999 |
259 |
|
5.9 France: Projected Web Integrated Call Centers, by Vendor, Year-End, 1999 |
260 |
|
6.1 Germany: Installed Base by Size and Vendor, Starting 1999 |
326 |
|
6.2 Germany: Shipments by Size and Vendor, 1998 |
329 |
|
6.3 Germany: Total New and Add-on Seat Shipments and Base Revenues, by Vendor,
1998 |
331 |
|
6.4 Germany: Projected Shipments by Size and Vendor, 1999 |
334 |
|
6.5 Germany: Total New and Add-on Seat Shipments and Base Revenues, by Vendor,
1999 |
336 |
|
6.6 Germany: CTI Installments by Vendor, 1998 1999 |
337 |
|
6.7 Germany: IVR Installments by Vendor, 1998 1999 |
339 |
|
6.8 Germany: Predictive Dialing Installments by Vendor, 19981999 |
340 |
|
6.9 Germany: Projected Web Integrated Call Centers, by Vendor, Year-End, 1999 |
341 |
|
7.1 Holland: Installed Base by Size and Vendor, Starting 1999 |
404 |
|
7.2 Holland: Shipments by Size and Vendor, 1998 |
407 |
|
7.3 Holland: Total New and Add-on Seat Shipments and Base Revenues, by Vendor,
1998 |
409 |
|
7.4 Holland: Projected Shipments by Size and Vendor, 1999 |
412 |
|
7.5 Holland: Total New and Add-on Seat Shipments and Base Revenues, by Vendor,
1999 |
414 |
|
7.6 Holland: CTI Installments by Vendor, 1998 1999 |
415 |
|
7.7 Holland: IVR Installments by Vendor, 1998 1999 |
416 |
|
7.8 Holland: Predictive Dialing Installments by Vendor, 19981999 |
417 |
|
7.9 Holland: Projected Web Integrated Call Centers, by Vendor, Year-End, 1999 |
419 |
|
8.1 Total Seat Shipments, Growth Rates and Installed Bases, by Country |
460 |
|
8.2 Annual Base Revenues and Growth Rates, by Country |
461 |
|
8.3 Average Annual Base Revenue Per Seat and Rates of Change, by Country |
462 |
|
8.4 Annual Revenues from "Middleware" Systems Integration and Other
Professional Services, by Country |
462 |
|
8.5 Annual Gross Revenues and Growth Rates by Country |
463 |
|
8.6 Cumulative Seat Installments, Base and Gross Revenues by Country |
463 |
|
8.7 Annual CTI Shipments, Growth Rates and Installed Bases, by Country |
464 |
|
8.8 Annual IVR Shipments, Growth Rates and Installed Bases, by Country |
465 |
|
8.9 Annual Predictive Dialer Installments, Growth Rates and Installed Bases, by
Country |
466 |
|
8.10 Annual Web-Integration Installments, Growth Rates and Installed Bases, by
Country |
467 |
