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Conferences DIRECTORY DA/Call Center Optimization Services |
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TABLE OF CONTENT |
| Section |
| SECTION I: Survey Demographics |
| 1.0 Introduction |
| 1.1 Explanations and Definitions |
| 1.2 Findings |
| 1.2.1 Location |
| 1.2.2 Industry Segments |
| 1.2.3 Center Size by Company Employees |
| 1.2.4 Current Number of Call Centers |
| 1.2.5 Center Size by Seats and Agents |
| 1.2.6 Types of Call Centers |
| SECTION II: Call Center Profiles |
| 2.0 Introduction |
| 2.1 Number of Centers |
| 2.2 Growth in Number of Call Centers |
| 2.3 Number of Centers by Region |
| 2.4 Number of Centers by Industry Segment |
| 2.5 Number of Centers by Center Type |
| 2.6 Number of Seats and Number of Agents |
| 2.7 Changes in the Number of Seats Per Center in the Next Two Years |
| 2.8 Agent Size Changes |
| 2.9 Comparing Seats and Agents |
| 2.10 Change in Seat Size by Region and Industry |
| 2.11 Differences in Seat Size by System Type |
| 2.12 External Calls |
| 2.13 Centers with Agents Working Outside of the Primary Location |
| SECTION III: ACD Vendor Profiles |
| 3.0 Introduction |
| 3.1 Primary ACD Equipment Manufacturer |
| 3.2 Primary Vendor by Region and Industry |
| 3.3 Primary Vendor by Number of Centers and Seat Size |
| 3.4 Ratings of the ACD Manufacturers |
| 3.5 Overall Satisfaction Ratings Detailed by Segment |
| 3.6 Product Support Satisfaction Detailed by Segment |
| 3.7 Value vs. Price Satisfaction Detailed by Segment |
| 3.8 ACDs by Year of Installation and Vendor |
| 3.9 Year of Installation by Region and Industry |
| 3.10 Year of Installation by Sizing Factors |
| 3.11 Year of Installation by ACD Type |
| 3.12 ACDs by Year of Most Recent Upgrade and Vendor |
| 3.13 Year of Upgrade by Region and Industry |
| 3.14 Year of Upgrade by Sizing Factors |
| 3.15 Year of Upgrade by ACD Type |
| 3.16 Comparison of Year of Installation and Year of Upgrade |
| 3.17 ACDs by Year of Planned Replacement and Vendor |
| 3.18 ACDs by Year of Replacement and Other Factors |
| SECTION IV: System Applications and Features |
| 4.0 Introduction |
| 4.1 Inbound Applications |
| 4.2 Inbound Applications in Use by Manufacturer and Industry |
| 4.3 Inbound Applications by Seat Size and System Type |
| 4.4 Primary and Secondary Inbound Applications |
| 4.5 Outbound Applications |
| 4.6 Outbound Applications in Use by Manufacturer and Industry |
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4.7 Outbound Applications by Seat Size and system Type |
| 4.8 Primary and Secondary Outbound Applications |
| 4.9 Call Center Features |
| 4.10 Call Center Features by Manufacturer and Industry |
| 4.11 Call Center Features by Seat Size and System Type |
| 4.12 Cross-Tabulations of Features and Applications |
| SECTION V: Transmission and Traffic Usage |
| 5.0 Introduction |
| 5.1 Communications Carriers |
| 5.2 Carriers and Percent of Traffic |
| 5.3 Communications Carriers Within Segments |
| 5.4 Satisfaction Ratings of Carriers |
| 5.5 Carrier Satisfaction Ratings among Segments |
| 5.6 Inbound vs. Outbound Traffic |
| 5.7 Inbound vs. Outbound Traffic by Segment |
| 5.8 Business vs. Consumer Traffic |
| 5.9 800 Service |
| 5.10 800 Service by Segment |
| 5.11 800 Service Providers by Segment |
| 5.12 Communications Carriers and Applications |
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5.13 Networking Facilities |
| SECTION VI: CTI Usage |
| 6.0 Introduction |
| 6.1 Computer Telephony Integration (CTI) Status |
| 6.2 Profiling Call Centers that are CTI Users |
| 6.3 CTI Status by Call Center Segments |
| 6.4 Profiling of Centers by Overall Status Segments |
| 6.5 CTI Applications |
| 6.6 CTI Applications Within Call Center Segments |
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6.7 CTI Applications by Call Center Segment |
| 6.8 Groups Involved in CTI Implementation |
| 6.9 Groups Involved in CTI Implementation within Call Center Segments |
| 6.10 Group Involvement in CTI Implementation by Call Center Segment |
| 6.11 Reasons CTI Not Considered or Decided Against |
| SECTION VII: Internet Usage |
| 7.0 Introduction |
| 7.1 Internet Activity |
| 7.2 Incidence of Specific Internet Activities |
| 7.3 Profile of Year 1999 Activities |
| 7.4 Profile of Year 2000 Activities |
| 7.5 Profiling by Internet Activity Segment, 1999 |
| 7.6 Profiling by Internet Activity Segment, 2000 |
| 7.7 Primary and Secondary Activities |
| 7.8 Internet as Percent of Total Inquiries |
| 7.9 Can Internet Be More Viable? |
| 7.10 Call Center Client/Server Architecture Plans |
| Section VIII: Appendix |
| Survey |
| Survey Response Numbering |
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LIST OF TABLES |
| Tables |
| 1.1 Location of Respondents by State |
| 1.2 Location of Respondents by Region |
| 1.3 Location of Respondents by States Within the Regional Operating Company Territories |
| 1.4 Percent of Respondents by Industry Segment |
| 1.5 Percent of Respondents by Industry Segment-Detailed |
| 1.6 Industry Segment of Respondents by Regional Operating Company Territory |
| 1.7 Industry Segment of Respondents Within Regional Operating Company Territories |
| 1.8 Employee Size of Responding Location |
| 1.9 Employee Size of Total Company Responding |
| 1.10 Employee Size of Responding Locations Within ROC Territory |
| 1.11 Employee Size of Responding Locations Within Industry Segment |
| 1.12 Employee Size of Total Company Within ROC Territory |
| 1.13 Employee Size of Total Company Within Industry Segment |
| 1.14 Current Number of Respondent Call Center Responding Location |
| 1.15 Current Number of Respondent Call Centers Total Company |
| 1.16 Current Number of Respondent Call Center Responding Location Within ROC Territory |
| 1.17 Current Number of Respondent Call Centers Responding Location Within Industry Segments |
| 1.18 Current Number of Call Centers Total Company, Within ROC Territory |
| 1.19 Current Number of Call Centers Total Company, Within Industry Segment |
| 1.20 Current Number of Seats |
| 1.21 Current Number of Agents |
| 1.22 Current Number of Seats Within ROC Territory |
| 1.23 Current Number of Seats Within Industry Segment |
| 1.24 Current Number of Agents Within ROC Territories |
| 2.1 Current Number of Respondent Call Center Total Company |
| 2.2 Current and Planned Number of Respondent Call Centers, Total Company |
| 2.3 Percent Increase/Decrease in Number of Call Centers, Total Company 1999-2001 |
| 2.4 Percent Change in Number of Call Centers, 1999-2000 |
| 2.5 Percent Change in Number of Call Centers, 1999-2001 |
| 2.6 Current Number of Call Centers Total Company,Within ROC Territory |
| 2.7 Number of Call Centers, 2000 Total Company, Within ROC Territory |
| 2.8 Number of Call Centers, 2001 Total Company, Within ROC Territory |
| 2.9 Number of Call Center 1999-2001 Total Company, American Ameritech Territory |
| 2.10 Number of Call Centers, 1999-2001 Total Company, Bell Atlantic Territory |
| 2.11 Number of Call Centers, 1999-2001 Total Company, BellSouth Territory |
| 2.12 Number of Call Centers, 1999-2001 Total Company, NYNEX Territory |
| 2.13 Number of Call Centers, 1999-2001 Total Company, PacTel Territory |
| 2.14 Number of Call Centers, 1999-2001 Total Company, SBC Territory |
| 2.15 Number of Call Centers, 1999-2001 Total Company, US West Territory |
| 2.16 Number of Call Centers Total Company, Within Industry Segment |
| 2.17 Number of Call Centers, 2000 Total Company, Within Industry Segment |
| 2.18 Number of Call Centers, 2001 Total Company, Within Industry Segment |
| 2.19 Number of Call Centers, 1999-2001 Total Company, Manufacturing Segment |
| 2.20 Number of Call Centers, 1999-2001 Total Company, Finance, Banking, Insurance and Real Estate Segment |
| 2.21 Number of Call Centers, 1999-2001 Total Company, Telecommunications and Utilities Segment |
| 2.22 Number of Call Centers, 1999-2001 Total Company, Wholesale and Retail Segment |
| 2.23 Number of Call Centers, 1999-2001 Total Company, Government, Education and Health Care Segment |
| 2.24 Number of Call Centers, 1999-2001 Total Company Other Professional Services |
| 2.25 Number of Call Centers, 1999-2001 Total Company, Travel, Lodging, and Media Segment |
| 2.26 Number of Call Centers, 1999-2001 Total Company By ROC Territory |
| 2.27 Number of Call Centers, 1999-2001 Total Company By Industry Segment |
| 2.28 Number of Call Centers 1999-2001 Total Company Stand-Alone System |
| 2.29 Number of Call Centers, 1999-2001 Total Company PBX-Integrated Systems |
| 2.30 Number of Call Centers, 1999-2001 Total Company, CO-Based System |
| 2.31 Number of Call Centers, 1999-2001 Total Company PC-Based Systems |
| 2.32 Current and Planned Number of Seats Responding Location, 1999-2001 |
| 2.33 Current and Planned Number of Agents Responding Location, 1999-2001 |
| 2.34 Percent Increase/Decrease in Number of Seats, Responding Location 1999-2001 |
| 2.35 Percent Change in Number of Seats, 1999-2000 |
| 2.36 Percent Change in Number of Seats, 1999-2001 |
| 2.37 Percent Increase/Decrease in Number of Agents, Responding Location 1999 2001 |
| 2.38 Percent Change in Number of Agents, 1999-2000 |
| 2.39 Percent Change in Number of Agents, 1999-2001 |
| 2.40 Current Number of Seats to Agents |
| 2.41 Number of Seats to Agents 1999-2000 |
| 2.42 Number of Seats to Agents 1999-2001 |
| 2.43 Current and Planned Number of Seats 1999-2001, Within ROC Territory |
| 2.44 Current and Planned Number of Seats 1999-2001, Within Industry Segment |
| 2.45 Current and Planned Number of Seats 1999-2001, By ROC Region |
| 2.46 Current and Planned Number of Seats 1999-2001, By Industry Segment |
| 2.47 Current and Planned Number of Seats 1999-2001, Within System Type |
| 2.48 Percent of Call Centers Taking Calls For Other Companies |
| 2.49 Percent of Calls for External Companies |
| 2.50 Percent of Call Centers Taking Calls For Other Companies By ROC Territory |
| 2.51 Percent of Call Centers Taking Calls For Other Companies By Industry Segment |
| 2.52 Percent of Call Centers Taking Calls For Other Companies By Number of Call Centers |
| 2.53 Percent of Call Centers Taking Calls For Other Companies By Seat Size |
| 2.54 Percent of Call Centers Taking Calls For Other Companies By Call Center Type |
| 2.55 Percent of Call Centers With Agents Working Outside of Primary Location 1999-2001 |
| 2.56 Percent of Call Centers With Work-At-Home Agents 1999-2001 |
| 2.57 Percent of Call Centers with Remote Sites 1999-2001 |
| 3.1 Respondents Primary ACD Equipment Manufacturer |
| 3.2 Primary ACD Manufacturer, Within ROC |
| 3.3 Primary ACD Manufacturer, By ROC Territory |
| 3.4 Primary ACD Manufacturer, Within Industry Segment |
| 3.5 Primary ACD Manufacturer, By Industry Segment |
| 3.6 Primary ACD Manufacturer, Within Number of Call Centers |
| 3.7 Primary ACD Manufacturer, By Number of Call Centers |
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3.8 Primary ACD Manufacturer, Within Number of Seats |
| 3.9 Primary ACD Manufacturer, By Number of Seats |
| 3.10 Respondents ACD Manufacturer Ratings, Overall Satisfaction |
| 3.11 Respondents ACD Manufacturer Ratings, Product Support |
| 3.12 Respondents ACD Manufacturer Ratings, Value vs. Price |
| 3.13 Respondents Total Manufacturer Ratings, Overall Satisfaction By ROC Territory |
| 3.14 Respondents Total Manufacturers Ratings, Overall Satisfaction, By Industry Segment |
| 3.15 Respondents Total Manufacturer Ratings, Overall Satisfaction, By Installed Date |
| 3.16 Respondents Total Manufacturer Ratings, Overall Satisfaction, By Seat Size |
| 3.17 Respondents Total Manufacturer Ratings, Overall Satisfaction, By System Type |
| 3.18 Respondents Total Manufacturer Ratings, Overall Satisfaction, By Number of Systems |
| 3.19 Respondents Total Manufacturer Ratings, Product Support, By ROC Territory |
| 3.20 Respondents Total Manufacturer Ratings, Product Support, By Industry Segment |
| 3.21 Respondents Total Manufacturer Ratings, Product Support, By Installed Date |
| 3.22 Respondents Total Manufacturer Ratings, Product Support, By Seat Size |
| 3.23 Respondents Total Manufacturer Ratings, Product Support, By System |
| 3.24 Respondents Total Manufacturer Ratings, Product Support, By Number of Systems |
| 3.25 Respondents Total Manufacturer Ratings, Value vs. Price, By ROC Territory |
| 3.26 Respondents Total Manufacturer Ratings, Value vs. Price, By Industry Segment |
| 3.27 Respondents Total Manufacturer Ratings, Value vs. Price, By Installed Date |
| 3.28 Respondents Total Manufacturer Ratings, Value vs. Price, By Seat Size |
| 3.29 Respondents Total Manufacturer Ratings, Value vs. Price, By System Type |
| 3.30 Respondents Total Manufacturer Ratings, Value vs. Price, By Number of Systems |
| 3.31 Year Primary ACD System Originally Installed |
| 3.32 Year Primary ACD Installed, By Manufacturer |
| 3.33 Year Primary ACD Installed, Within Manufacturer |
| 3.34 Year Primary ACD System Originally Installed, By ROC Territory |
| 3.35 Year Primary ACD System Originally Installed, Within ROC Territory |
| 3.36 Year Primary ACD Originally Installed, By Industry Segment |
| 3.37 Year Primary ACD System Originally Installed, Within Industry Segment |
| 3.38 Year Primary ACD Installed, By Number of Seats |
| 3.39 Year Primary ACD System Installed, Within Number of Seats |
| 3.40 Year Primary ACD Originally Installed, By Number of Call Centers In Company |
| 3.41 Year Primary ACD System Originally Installed, Within Number of Call Centers In Company |
| 3.42 Year Primary ACD System Installed, By System Type |
| 3.43 Year Primary System Installed, Within System Type |
| 3.44 Year of Most Recent Hardware/Software Upgrade |
| 3.45 Respondents Indicating Hardware/Software Upgrade By Manufacturer |
| 3.46 Year of Most Recent Hardware/Software Upgrade, By Manufacturer |
| 3.47 Year of Most Recent Hardware/Software Upgrade, Within Manufacturer |
| 3.48 Year of Most Recent Hardware/Software Upgrade, By ROC Territory |
| 3.49 Year of Most Recent Hardware/Software Upgrade, Within ROC Territory |
| 3.50 Year of Most Recent Hardware/Software Upgrade, By Industry Segment |
| 3.51 Year of Most Recent Hardware/Software Upgrade Within Industry Segment |
| 3.52 Year of Most Recent Hardware/Software Upgrade, By Number of Seats |
| 3.53 Year of Most Recent Hardware/Software Upgrade, Within Number of Seats |
| 3.54 Year of Most Recent Hardware/Software Upgrade, By System Type |
| 3.55 Year of Most Recent Hardware/Software Upgrade, Within System Type |
| 3.56 Year of Most Recent Hardware/Software Upgrade, By Year ACD System Originally Installed |
| 3.57 Year of Planned ACD Replacement |
| 3.58 Respondents Indicating ACD Replacement, By Manufacturer |
| 3.59 Year of Planned Replacement, By Manufacturer |
| 3.60 Year of Planned Replacement, Within Manufacturer |
| 3.61 Year of Planned Replacement, By ROC Territory |
| 3.62 Year of Planned Replacement, Within ROC Territory |
| 3.63 Year of Planned Replacement, By Industry Segment |
| 3.64 Year of Planned Replacement, Within Industry Segment |
| 3.65 Year of Planned Replacement, By Number of Seats |
| 3.66 Year of Planned Replacement, Within Number of Seats |
| 4.1 Call Center Inbound Applications In Use at Responding Locations |
| 4.2 Ranking of Inbound Applications, Amount of Agent Time Consumed |
| 4.3 Inbound Applications In Use, Within Primary Manufacturer |
| 4.4 Ranking of Inbound Applications, Amount of Agent Time Consumed, Within Primary Manufacturer |
| 4.5 Inbound Applications In Use, Within Industry Segment |
| 4.6 Ranking of Inbound Applications, Amount of Agent Time Consumed, Within Industry Segment |
| 4.7 Inbound Application In Use, Within Number of Seats |
| 4.8 Ranking of Inbound Applications, Amount of Agent Time Consumed, Within Number of Seats |
| 4.9 Inbound Applications In Use, Within Type of System |
| 4.10 Ranking of Inbound Applications, Amount of Agent Time Consumed, Within Type of System |
| 4.11 Percent of Inbound Applications In Use When Selecting an Inbound Application as Primary |
| 4.12 Call Center Outbound Applications In Use at Responding Locations |
| 4.13 Ranking of Outbound Applications, Amount of Agent Time Consumed |
| 4.14 Outbound Applications In Use, Within Primary Manufacturer |
| 4.15 Ranking of Outbound Application, Amount of Agent Time Consumed, Within Primary Manufacturer |
| 4.16 Outbound Applications In Use, Within Industry Segment |
| 4.17 Ranking of Outbound Applications, Amount of Agent Time Consumed, Within Industry Segment |
| 4.18 Outbound Applications In Use, Within Number of Seats |
| 4.19 Ranking of Outbound Applications, Amount of Agent Time Consumed, Within Number of Seats |
| 4.20 Outbound Applications In Use, Within Type of System |
| 4.21 Ranking of Outbound Applications, Amount of Agent Time Consumed, Within Type of System |
| 4.22 Percent of Outbound Applications in Use When Selecting an Outbound Application as Primary |
| 4.23 Call Center Features in Use at Responding Locations |
| 4.24 Rating of Call Center Features, Importance to Overall Customer Service Effectiveness |
| 4.25 Call Center Features in Use, Within Primary Manufacturer |
| 4.26 Rating of Call Center Features, Within Primary Manufacturer |
| 4.27 Call Center Features in Use, Within Industry Segment |
| 4.28 Rating of Call Center Features, Within Industry Segment |
| 4.29 Call Center Features in Use, Within Number of Seats |
| 4.30 Rating of Call Center Features Within Number of Seats |
| 4.31 Call Center Features in Use, Within Type of System |
| 4.32 Rating of Call Center Features, Within Type of System |
| 4.33 Call Center Feature Usage, Within Inbound Applications |
| 4.34 Call Center Feature Usage, Within Outbound Applications |
| 4.35 Inbound Application Usage, Within Call Center Features |
| 4.36 Outbound Application Usage, Within Call Center Features |
| 5.1 Communications Carrier for Respondents Call Center |
| 5.2 Average Percent of Traffic Carried by Primary Carrier in Responding Call Centers |
| 5.3 100% of Total Traffic Carried by Communications Carrier |
| 5.4 Percent of Traffic Carried by Communications Carrier |
| 5.5 Communications Carrier for Respondents Citing One Carrier of Top Three |
| 5.6 Percent of Communications Carriers Within Primary Manufacturer |
| 5.7 Percent of Communications Carriers Within Industry Segment |
| 5.8 Percent of Communications Carriers Within Number of Seats |
| 5.9 Percent of Communications Carriers Within Type of System |
| 5.10 Percent of Communications Carriers Within Number of Call Centers |
| 5.11 Respondents Satisfaction Rating of Communications Carrier |
| 5.12 Frequency of Responses for Carrier Satisfaction Ratings |
| 5.13 Carrier Satisfaction Ratings by Percent of Traffic |
| 5.14 Carrier Satisfaction Ratings Within ACD Manufacturer |
| 5.15 Carrier Satisfaction Ratings Within Industry Segment |
| 5.16 Carrier Satisfaction Ratings Within Number of Seats |
| 5.17 Carrier Satisfaction Ratings Within Type of System |
| 5.18 Carrier Satisfaction Ratings With Number of Call Centers |
| 5.19 Inbound vs. Outbound Traffic Among All Respondents 1999-2001 |
| 5.20 Frequency of Responses for Call Centers Average Percent of Inbound/Outbound Traffic 1999 |
| 5.21 Frequency of Responses for Call Centers Average Percent of Inbound/Outbound Traffic 2001 |
| 5.22 Inbound vs. Outbound Traffic by Communications Carrier |
| 5.23 Percent of Inbound/Outbound Traffic Patterns Within Communication Carrier |
| 5.24 Inbound vs. Outbound Traffic Within ACD Manufacturer |
| 5.25 Percent of Inbound/Outbound Traffic Patterns Within ACD Manufacturer |
| 5.26 Inbound vs. Outbound Traffic Within Industry Segment |
| 5.27 Percent of Inbound/Outbound Traffic Patterns Within Industry Segment |
| 5.28 Inbound vs. Outbound Traffic Within Number of Seats |
| 5.29 Percent of Inbound/Outbound Traffic Patterns Within Number of Seats |
| 5.30 Inbound vs. Outbound Traffic Within Type of System |
| 5.31 Percent of Inbound/Outbound Traffic Patterns Within Type of System |
| 5.32 Inbound vs. Outbound Traffic Within Number of Call Centers |
| 5.33 Percent of Inbound/outbound Traffic Patterns Within Number of Call Centers |
| 5.34 Business vs. Consumer Inbound Traffic Among All Respondents |
| 5.35 Frequency of Responses for Call Centers Average Percent of Business/Consumer Inbound Traffic |
| 5.36 Respondents Use of 800 Service |
| 5.37 Frequency of Responses for 800 Communication Traffic |
| 5.38 800 Service By Communications Carrier |
| 5.39 Frequency of Responses for 800 Service Traffic. By Major Carrier |
| 5.40 Communications Carrier of Call Centers With 100% Inbound Traffic Through 800 Service |
| 5.41 Respondents Use of 800 Service Within ACD Manufacturer |
| 5.42 Respondents Use of 800 Service Within Industry Segment |
| 5.43 Respondents Use of 800 Service Within Number of Seats |
| 5.44 Respondents Use of 800 Service Within Type of System |
| 5.45 Respondents Use of 800 Service Within Number of Call Centers |
| 5.46 Percent of 800 Service Providers Within Primary Manufacturer |
| 5.47 Percent of 800 Service Providers Within Industry Segment |
| 5.48 Percent of 800 Service Providers Within Number of Seats |
| 5.49 Percent of 800 Service Providers Within Type of System |
| 5.50 Percent of 800 Service Providers Within Number of Call Centers |
| 5.51 Communications Carrier Usage Within Inbound Call Center Application |
| 5.52 Communications Carrier Usage Within Outbound Call Center Applications |
| 5.53 800 Service Provider Usage Within Inbound Call Center Applications |
| 5.54 800 Service Provider Usage Within Outbound Call Center Applications |
| 5.55 Current Networking Facilities |
| 5.56 Respondents Current and Planned Use of Networking Facilities |
| 5.57 Respondents Use of Networking Intelligence |
| 5.58 Intelligent Routing Vendor |
| 5.59 Planned Network Facilities |
| 6.1 Computer Telephony Integration (CTI) Status |
| 6.2 CTI Status Detail |
| 6.3 CTI Implementation |
| 6.4 CTI Users, By Manufacturer |
| 6.5 CTI Users, Within Manufacturer |
| 6.6 CTI Status, Within Manufacturer |
| 6.7 CTI Status, Within Industry |
| 6.8 CTI Status, Within ROC Territory |
| 6.9 CTI Status, Within Number of Seats |
| 6.10 CTI Status, Within Type of System |
| 6.11 CTI Status, Within Number of Systems |
| 6.12 CTI Status, By Manufacturer |
| 6.13 CTI Status, By Industry Segment |
| 6.14 CTI Status, By ROC Territory |
| 6.15 CTI Status, By Number of Seats |
| 6.16 CTI Status, By Type of System |
| 6.17 CTI Status, By Number of Systems |
| 6.18 CTI Applications |
| 6.19 CTI Applications, Current and Future |
| 6.20 CTI Applications, Within Manufacturer |
| 6.21 CTI Applications, Within Industry Segment |
| 6.22 CTI Applications, Within ROC Territory |
| 6.23 CTI Applications, Within Number of Seats |
| 6.24 CTI Applications, Within Type of System |
| 6.25 CTI Applications, Within Number of Call Centers |
| 6.26 CTI Applications, By Manufacturer |
| 6.27 CTI Applications, By Industry Segment |
| 6.28 CTI Applications, By ROC Territory |
| 6.29 CTI Applications, By Number of Seats |
| 6.30 CTI Applications, By type of System |
| 6.31 CTI Applications, By Number of Systems |
| 6.32 Groups Involved in CTI Implementation |
| 6.33 Groups Involved in CTI Implementation, Within ACD Manufacturer |
| 6.34 Groups Involved in CTI Implementation, Within Industry Segment |
| 6.35 Groups Involved in CTI Implementation, Within ROC Territory |
| 6.36 Groups Involved in CTI Implementation, Within Number of Seats |
| 6.37 Groups Involved in CTI Implementation Within Type of System |
| 6.38 Groups Involved in CTI Implementation, Within Number of Systems |
| 6.39 Groups Involved in CTI Implementation, By Manufacturer |
| 6.40 Groups Involved in CTI Implementation By Industry Segment |
| 6.41 Groups Involved in CTI Implementation, By ROC Territory |
| 6.42 Groups Involved in CTI Implementation By Number of Seats |
| 6.43 Groups Involved in CTI Implementation, By Type of System |
| 6.44 Groups Involved in CTI Implementation, By Number of Systems |
| 7.1 Call Center and Internet Activity |
| 7.2 Call Center and Internet Activity, Within Manufacturer |
| 7.3 Call Center and Internet Activity, Within Industry Segment |
| 7.4 Call Center and Internet Activity, Within ROC Territory |
| 7.5 Call Center and Internet Activity, Within Number of Seats |
| 7.6 Call Center and Internet Activity, Within Type of System |
| 7.7 Call Center and Internet Activity, Within Number of Call Centers |
| 7.8 Call Center and Internet Activity, Percent Total Responses 1999-2000 |
| 7.9 Call Center Internet Activity Percent of Total 1999-2000 |
| 7.10 Call Center Internet Activity 1999 Within Manufacturer |
| 7.11 Call Center Internet Activity 1999 Within Industry Segment |
| 7.12 Call Center Internet Activity 1999, Within ROC Territory |
| 7.13 Call Center Internet Activity 1999, Within Number of Seats |
| 7.14 Call Center Internet Activity 1999, Within Type of System |
| 7.15 Call Center Internet Activity 1999, Within Number of Call Centers |
| 7.16 Call Center Internet Activity 2000, Within Manufacturer |
| 7.17 Call Center Internet Activity 2000, Within Industry Segment |
| 7.18 Call Center Internet Activity 2000, Within ROC Territory |
| 7.19 Call Center Internet Activity 2000, Within Number of Seats |
| 7.20 Call Center Internet Activity 2000, Within Type of System |
| 7.21 Call Center Internet Activity 2000, Within Number of Call Centers |
| 7.22 Call Center Internet Activity 1999, By Manufacturer |
| 7.23 Call Center Internet Activity 1999, By Industry Segment |
| 7.24 Call Center Internet Activity 1999, By ROC Territory |
| 7.25 Call Center Internet Activity 1999, By Number of Seats |
| 7.26 Call Center Internet Activity 1999, By Type of System |
| 7.27 Call Center Internet Activity 1999, By Number of Call Centers |
| 7.28 Call Center Internet Activity 2000, By Manufacturer |
| 7.29 Call Center Internet Activity 2000, By Industry Segment |
| 7.30 Call Center Internet Activity 2000, By ROC Territory |
| 7.31 Call Center Internet Activity 2000, By Number of Seats |
| 7.32 Call Center Internet Activity 2000, By Type of System |
| 7.33 Call Center Internet Activity 2000, By Number of Call Centers |
| 7.34 Percent of Internet Applications in Use When Selecting an Internet Application as Primary, 1999 |
| 7.35 Percent of Internet Applications in Use When Selecting an Internet Application as Primary, 2000 |
| 7.36 Percent Internet Inquiries 2001 |
| 7.37 What Would Make the Internet More Viable for Call Center Transactions? |
| 7.38 Client/Server Call Center Plans |
| 7.39 Client/Server Call Center Plans, Within Manufacturer |
| 7.40 Client/Server Call Center Plans, Within Industry Segment |
| 7.41 Client/Server Call Center Plans, Within ROC Territory |
| 7.42 Client/Server Call Center Plans, Within Number of Seats |
| 7.43 Client/Server Call Center Plans, Within Type of System |
| 7.44 Client/Server Call Center Plans, Within Number of Call Centers |
| 7.45 Client/Server Call Center Plans, By Manufacturer |
| 7.46 Client/Server Call Center Plans, By Industry Segment |
| 7.47 Client/Server Call Center Plans, By ROC Territory |
| 7.48 Client/Server Call Center Plans, By Number of Seats |
| 7.49 Client/Server Call Center Plans, By Type of System |
| 7.50 Client/Server Call Center Plans, By Number of Call Centers |
|
LIST OF FIGURES |
| Figures |
| 1.1 Number of Respondents By Region |
| 1.2 Current Number of Respondent Call Centers, Total Company |
| 1.3 Current Number of Seats |
| 1.4 Types of Call Centers in Use, Responding Locations |
| 2.1 Current and Planned Number of Call Centers |
| 2.2 Current and Planned Number of Seats, 1999-2001 |
| 2.3 Percent of Call Centers Providing Services to Others |
| 3.1 Respondents Primary ACD Equipment Manufacturer |
| 3.2 Respondents ACD Manufacturer Ratings, Overall Satisfaction |
| 3.3 Respondents Indicating Hardware/Software Upgrade, By Manufacturer |
| 3.4 Respondents Indicating ACD Replacement, By Manufacturer |
| 4.1 Inbound Applications In Use and Ranking of Agent Time Consumed |
| 4.2 Outbound Applications In Use and Ranking of Agent Time Consumed |
| 4.3 Call Center Features In Use and Effectiveness Rating |
| 5.1 Communications Carrier and Satisfaction Ratings |
| 5.2 Communications Carriers Within Industry Segments |
| 5.3 Average Percent of Inbound and Outbound Calls |
| 5.4 Call Center Traffic Inbound vs. Outbound |
| 6.1 CTI Status |
| 6.2 Manufacturer of CTI Users |
| 6.3 CTI Application, Current and Future |
| 6.4 Groups Involved in CTI Implementation |
| 7.1 Call Center and Internet Activity |
| 7.2 Call Center Internet Activity, 1999-2000 |
| 7.3 Client/Server Plans |
