| Home
Conferences DIRECTORY DA/Call Center Optimization Services |
|
|
TABLE OF CONTENT |
| Section |
| Executive Summary |
| CHAPTER I: North American DA: An Overview of the Current Landscape |
| 1.0 Background |
| 1.1 Definitions |
| 1.1.1 Non-Published and Non-Listed Numbers |
| 1.2 History of Directory Assistance |
| 1.2.1 Beginnings of National DA |
| 1.2.2 Rollout of NDA |
| 1.2.3 Emergence of Enhanced DA 19 |
| 1.3 Regulatory Environment |
| 1.3.1 Ground Rules for Competition |
| 1.3.1.1 Universal Service Order |
| 1.3.1.2 The Fourteen Point Checklist |
| 1.3.2 Reaffirmation of 1996 Telecom Act Principles |
| 1.3.3 Ruling on Directory Listing Updates |
| 1.3.4 Triennial Review and UNE |
| 1.4 Status of Competition |
| 1.4.1 RBOC Long Distance Service Approvals |
| 1.4.2 411 Presubscription Proposals |
| 1.4.2.1 The Telegate Proposal |
| 1.4.3 Directory and Internet Publishing Arena |
| 1.4.3.1 White Page and Yellow Page Directory Listing |
| 1.4.3.2 Directory Publishing -- 1996 Telecom Act |
| 1.4.4 Internet Directory Assistance |
| 1.4.4.1 FCC and Internet DA |
| 1.4.4.2 Internet Freedom and Broadband Development Act |
| CHAPTER II: Competitive Services, Pricing and Emerging Applications |
| 2.0 Service Environment Trends |
| 2.1 Local and Long Distance Issues |
| 2.2 Service Mix and Pricing Changes |
| 2.3 Quality Issues |
| 2.4 Directory Assistance Services |
| 2.4.1 How They Work |
| 2.4.2 Local DA |
| 2.4.3 National DA |
| 2.4.3.1 NDA Rates |
| 2.4.3.2 Calling Handling |
| 2.4.4 International DA |
| 2.4.4.1 International Rates |
| 2.4.5 Directory Assistance Call Completion |
| 2.4.5.1 Business Paid Call Completion |
| 2.5 Landline Enhanced DA Services |
| 2.5.1 Landline EDA Services Offering |
| 2.5.2 Reverse DA |
| 2.5.3 Category Searches |
| 2.6 Wireless DA Services |
| 2.6.1 Other Services Features |
| 2.6.2 Enhanced DA |
| 2.7 Canadian DA Services |
| 2.8 Corporate and Enterprise Directory Services |
| CHAPTER III: Market Players: Strategies and Opportunities |
| 3.0 New Opportunity and Challenges |
| 3.1 Status of Telephony Competition |
| 3.1.1 Local Competition |
| 3.1.1.1 CLECs |
| 3.1.2 Long Distance Competition |
| 3.2 Growth in Wireless Services |
| 3.2.1 Location-Based Services (LBS) |
| 3.3 DA Alternatives |
| 3.3.1 Printed Directories |
| 3.3.2 Internet DA |
| 3.3.2.1 Canadian Online Listings |
| 3.3.2.2 Charging for Online DA |
| 3.3.3 Wireless Web |
| 3.3.4 Voice Portals |
| 3.4 Key Players and Strategies: Platform and Listing Firms |
| 3.4.1 DA Platform Vendors |
| 3.4.1.1 InterVoice-Brite |
| 3.4.1.1.1 Omvia |
| 3.4.1.2 ISx |
| 3.4.1.2.1 ISx Platform |
| 3.4.1.2.2 DA Listings |
| 3.4.1.2.3 Tools for Enhanced DA and Wireless Services |
| 3.4.1.2.4 ISx’s Architecture |
| 3.4.1.2.5 Web Access to DA |
| 3.4.1.2.6 DA Automatic |
| 3.4.1.3 Lucent Technologies |
| 3.4.1.3.1 Operator Services Position System (OSPS) |
| 3.4.1.3.2 EXS Converged Services Platform |
| 3.4.1.3.3 Cyberlog Ltd. |
| 3.4.1.3.4 Broadband Utilities, Inc. |
| 3.4.1.4 MDTelecom |
| 3.4.1.4.1 MDomni Platform Components |
| 3.4.1.5 Nortel Networks |
| 3.4.1.5.1 Evolution of TOPS |
| 3.4.1.5.2 Migrating to Succession Operator Services |
| 3.4.1.5.3 Directory Enquiry Services |
| 3.4.1.6 Siemens |
| 3.4.1.7 Taqua |
| 3.4.1.8 Telcordia Technologies |
| 3.4.1.9 varetis |
| 3.4.1.9.1 Partners and Customers |
| 3.4.1.9.2 Directory Assistance Platform |
| 3.4.1.9.3 Directory Listings |
| 3.4.1.9.4 Automation Solutions |
| 3.4.1.9.5 Directory Solutions for the Internet |
| 3.4.1.10 VoltDelta |
| 3.4.1.10.1 DirectoryExpress |
| 3.4.1.10.2 iExpress |
| 3.4.1.10.3 SpeechExpress |
| 3.4.2 Directory Listing Firms |
| 3.4.2.1 Acxiom |
| 3.4.2.1.1 InfoBase |
| 3.4.2.1.2 Telephone Directories |
| 3.4.2.1.3 Data Sources |
| 3.4.2.2 LSSi |
| 3.4.2.2.1 NDA |
| 3.4.2.2.2 IDA Gateway Service |
| 3.4.2.2.3 MobileConnect |
| 3.4.2.2.4 Local Directory Database Services |
| 3.4.2.2.5 Corporate DA Solutions |
| 3.4.3 InfoUSA |
| 3.5 U.S. Carriers |
| 3.5.1 U.S. Wireline Carriers |
| 3.5.1.1 AT&T Communications |
| 3.5.1.1.1 AT&T 00 INFO |
| 3.5.1.1.2 Toll Free Directory Service |
| 3.5.1.1.3 AnyWho Web |
| 3.5.1.2 BellSouth |
| 3.5.1.2.1 Info By Voice |
| 3.5.1.3 Cincinnati Bell Telephone |
| 3.5.1.3.1 Talking Yellow Pages |
| 3.5.1.4 Qwest Communications |
| 3.5.1.4.1 System Architecture |
| 3.5.1.5 SBC Communications |
| 3.5.1.5.1 SNET Directory Assistance in Spanish |
| 3.5.1.5.2 SBC Enhanced DA Services |
| 3.5.1.5.2 SBC Wholesale Services |
| 3.5.1.6 Sprint Local |
| 3.5.1.6.1 Sprint Wholesale |
| 3.5.1.7 Verizon |
| 3.5.1.7.1 Superpages.com |
| 3.5.1.8 WorldCom (MCI) |
| 3.5.1.8.1 MCI’s 10-10-9000 |
| 3.5.2 Wireless Carriers |
| 3.5.2.1 AT&T Wireless |
| 3.5.2.1.1 Voice Portal |
| 3.5.2.2 Cingular |
| 3.5.2.3 Sprint PCS |
| 3.5.2.4 Verizon Wireless |
| 3.6 Canadian Carriers |
| 3.6.1 Wireline Carriers |
| 3.6.1.1 Bell Canada |
| 3.6.1.1.1 Directory Assistance Services |
| 3.6.1.1.2 Automation |
| 3.6.1.1.3 BCE Nexxia |
| 3.6.1.2 MTS Communications |
| 3.6.1.3 TELUS Communications |
| 3.6.1.3.1 Wholesale Operator Services |
| 3.6.1.4 Call-Net Enterprises (Sprint Canada) |
| 3.6.1.5 Primus Telecommunications Canada |
| 3.6.2 Canadian Wireless Companies |
| 3.6.2.1 Bell Mobility |
| 3.6.2.1.1 VoiceNet |
| 3.6.2.2 Microcell Connexions |
| 3.6.2.3 Rogers AT&T Wireless |
| 3.6.2.4 TELUS Mobility |
| 3.7 Other Service Providers |
| 3.7.1 CanTalk |
| 3.7.2 Excell Global |
| 3.7.3 First Data Teleservices |
| 3.7.4 InfoNXX |
| 3.7.4.1 Wireless Phone Numbers |
| 3.7.5 Metro One Telecommunications |
| 3.7.5.1 Call Center Locations and Customers |
| 3.7.6 ComTrust |
| 3.7.7 Nordia |
| 3.7.8 OSC Services |
| CHAPTER IV: Changing Market Dynamics and Emerging Trends |
| 4.0 Market Dynamics |
| 4.1 Market Drivers and Challenges |
| 4.1.1 Growth in Mobile Users |
| 4.1.1.1 Location-Based Services Deployment |
| 4.1.2 Wholesaling, Outsourcing, and Enterprise DA |
| 4.1.2.1 Wholesaling DA |
| 4.1.2.2 Outsourcing DA |
| 4.1.2.3 Enterprise DA |
| 4.1.3 Call Center Challenges |
| 4.1.3.1 Work Force Management |
| 4.1.3.2 DA to Contact Centers |
| 4.1.4 Growth in International Calling |
| 4.2 Technology Decisions |
| 4.2.1 System Architecture Evolution |
| 4.2.1.1 Move to IP Telephony |
| 4.2.1.2 Softswitches |
| 4.2.1.2.1 Applying the Softswitch |
| 4.2.2 DA Automation |
| 4.2.2.1 History of DA Automation |
| 4.2.2.2 Current Automation Sequence |
| 4.2.2.3 Impact on Customer Satisfaction |
| 4.2.2.4 Impact on Legacy Systems |
| 4.2.2.4.1 Lucent Technologies |
| 4.2.2.4.2 Nortel Networks |
| 4.2.2.5 Speech Recognition Update |
| 4.2.2.5.1 Current Automation Efforts |
| 4.2.2.5.2 Full DA Automation |
| 4.2.2.6 Speech Recognition Firms |
| 4.2.2.6.1 AT&T Labs |
| 4.2.2.6.2 InfoSpace |
| 4.2.2.6.3 Nuance Communications |
| 4.2.2.6.4 Philips Speech Processing |
| 4.2.2.6.5 Phonetic Systems |
| 4.2.2.6.6 Preferred Voice |
| 4.2.2.6.7 SpeechWorks International |
| 4.2.2.6.8 Telelogue |
| 4.3 Future Trends and Issues |
| 4.3.1 New Numbering Schemes |
| 4.3.1.1 Presubscription in Europe |
| 4.3.2 New Listing |
| 4.3.2.1 Wireless Subscriber Listings |
| 4.3.2.2 ENUM |
| 4.3.3 Enhanced Services Demand |
| 4.3.4 Personal Voices |
| 4.3.5 Regulatory Changes |
| CHAPTER V: Directory Assistance: The Next Five Years |
| 5.0 Market View |
| 5.1 Data Sources |
| 5.1.1 United States |
| 5.1.1.1 FCC Data |
| 5.1.2 Canada |
| 5.2 U.S. Markets |
| 5.2.1 Current U.S. Market View |
| 5.2.1.1 Directory Assistance in Overall U.S. Telecommunications |
| 5.2.1.2 U.S. Wireline Subscribers by Provider |
| 5.2.2 U.S. DA Forecasts: 2002-2006 |
| 5.2.2.1 U.S. Wireline DA Market: 2002-2006 |
| 5.2.2.1.1 U.S. Access Lines |
| 5.2.2.1.2 U.S. Wireline DA Calling Volume Calculations |
| 5.2.2.1.3 Wireline DACC and EDA Call Volume |
| 5.2.2.1.4 U.S. Wireline DA Revenues |
| 5.2.2.2 U.S. Wireless DA Markets: 2002-2006 |
| 5.2.2.2.1 U.S. Wireless Subscriptions |
| 5.2.2.2.2 U.S. Wireless DA Calling Volume Calculations |
| 5.2.2.2.3 U.S. Wireless Enhanced DA |
| 5.2.2.2.4 U.S. Wireless DA Revenues |
| 5.2.2.3 Summary of U.S. DA Markets |
| 5.3 Canadian Markets |
| 5.3.1 Current Canadian Market View |
| 5.3.1.1 Directory Assistance in Overall Canadian Telecommunications |
| 5.3.1.2 Comparison With U.S. Markets |
| 5.3.1.2.1 Canadian Wireline Subscribers by Providers |
| 5.3.2 Canadian DA Forecast: 2002-2006 |
| 5.3.2.1 Canadian Wireline DA Market: 2002-2006 |
| 5.3.2.1.1 Canadian Access Lines |
| 5.3.2.1.2 Canadian Wireline DA Calling Volume Calculations |
| 5.3.2.1.3 Canadian Wireline DA Revenues |
| 5.3.2.2 Canadian Wireless DA Market: 2002-2006 |
| 5.3.2.2.1 Canadian Wireless Subscriptions |
| 5.3.2.2.2 Canadian Wireless DA Calling Volume Calculations |
| 5.3.3.2 Canadian Wireless DA Revenues |
| 5.3.3.3 Summary of Canadian DA Markets |
| 5.4 Conclusions for North America |
|
LIST OF FIGURES |
| Figure |
| 3.1 ISx4 Architecture |
| 3.2 TOPS in a TDM Network |
| 3.3 TDM TOPS inter-working with a Packet Network |
| 3.4 TOPS Full Intergrated with Succession Call Server (CS2000) |
| 3.5 varetis Product Suite |
| 3.6 varetis Product Suite |
| 3.7 varetis Product Suite |
| 3.8 BCE Nexxia Wholesale Operator Services Overview |
| 4.1 Phonetic Systems Fits in the Carrier Space |
| 4.2 Phonetic Systems Partners |
| 5.1 U.S. Total Telecommunications Revenues, by Service Group -- 2001 |
| 5.2 U.S. Total Telecommunications Services Revenues, by Service Groups Percent of Total -- 2001 |
| 5.3 U.S. Wireline Subscribers, CLEC vs. ILEC – Percent of Total, 2001 |
| 5.4 U.S. Wireline Subscribers -- 2002 to 2006 |
| 5.5 U.S. Wireline DA Calls Per Month Per Subscribers -- 2002 to 2006 |
| 5.6 U.S. Wireline DA Call Volume -- 2002 to 2006 |
| 5.7 U.S. Wireline DA Call Volume, Trend Line -- Annual Percent Change -- 2002 to 2006 |
| 5.8 U.S. Wireline Basic and Non-Basic Call Volume Percent of Total -- 2002 to 2006 277 |
| 5.9 U.S. Wireline DA Revenues -- 2002 to 2006 |
| 5.10 U.S. Wireline DA Revenues, Trend Line -- Annual Percent Change -- 2002 to 2006 |
| 5.11 U.S. Wireless Subscribers -- 2002 to 2006 |
| 5.12 U.S. Wireless DA Calls Per Month Per Subscribers -- 2000 to 200 |
| 5.13 U.S. Wireless DA Call Volume -- 2002 to 2006 284 |
| 5.14 U.S. Wireless DA Call Volume, Trend Line -- Annual Percent Change -- 2002 to 2006 |
| 5.15 U.S. Wireless EDA -- Percent of Total Volume -- 2002 to 2006 |
| 5.16 U.S. Wireless DA Revenues -- 2002 to 2006 |
| 5.17 U.S. Wireless DA Revenues, Trend Line -- 2002 to 2006 |
| 5.18 U.S. DA Revenues: Wireless and Wireline -- 2002 to 2006 |
| 5.19 Proportion of Total DA Volume by Type (U.S.) -- 2002 to 2006 |
| 5.20 Proportion of Total DA Revenue by Type (U.S.) -- 2002 to 2006 |
| 5.21 Canadian Total Telecommunications by Service Group -- 2001 |
| 5.22 Canadian Telecommunications Service Revenue by Service Groups -- Percent of Revenues -- 2001 |
| 5.23 Canadian Total Telecommunications Revenue, OPS and DA -- 2001 |
| 5.24 Canadian Percentage of Total Access Lines -- by Segment -- 2000 |
| 5.25 Canadian Wireline Subscribers -- 2002 to 2006 |
| 5.26 Canadian Wireline DA Calls Per Month Per Subscriber -- 2002 to 2006 |
| 5.27 Canadian Wireline DA Call Volume -- 2002 to 2006 |
| 5.28 Canadian Wireline DA Call Volume -- Trend Line -- Annual Percent Change -- 2002 to 2006 |
| 5.29 Canadian Wireline DA Revenues |
| 5.30 Canadian Wireline DA Revenues -- Trend Line -- Annual Percent Change -- 2002 to 2006 |
| 5.31 Canadian Wireless Subscribers -- 2002 to 2006 |
| 5.32 Canadian Wireless DA Calls Per Month Per Subscriber -- 2000 to 2006 |
| 5.33 Canadian Wireless DA Call Volume -- 2002 to 2006 |
| 5.34 Canadian Wireless DA Call Volume -- Trend Line -- Annual Percent Charge -- 2002 to 2006 |
| 5.35 Canadian Wireless DA Revenues -- 2002 to 2006 |
| 5.36 Canadian Wireless DA Revenues -- Trend Line -- Annual Percent Change -- 2002 to 2006 |
| 5.37 Canadian DA Revenues: Wireless and Wireline -- 2002 to 2006 |
| 5.38 Proportion of Total DA Volume by Type (Canadian) -- 2002 to 2006 |
| 5.39 Proportion of Total DA Revenues by Type (Canadian) -- 2002 to 2006 |
| 5.40 North American (U.S. and Canadian) DA Revenues -- 2002 to 2006 |
| 5.41 Growth Curves for DA Revenues in U.S. and Canada -- 2002 to 2006 |
| 5.42 North American (U.S. and Canadian) DA Call Volume -- 2002 to 2006 |
|
LIST OF TABLES |
| Table |
| 1.1 Telecommunications Act of 1996 Sec. 271 Checklist |
| 1.2 RBOC Long Distance Service Approvals |
| 2.1 Dialing Choices for Making OPS and DA Calls |
| 2.2 Calling Procedures in New Jersey (Verizon) |
| 2.3 Calling Procedures in Canada (Sprint Canada) |
| 2.4 ILEC LDA and DACC Rates |
| 2.5 ILEC NDA Rates |
| 2.6 IXC NDA Rates |
| 2.7 NDA Dialing Codes |
| 2.8 International DA Prices |
| 2.9 Landline EDA Services |
| 2.10 Wireless DA |
| 2.11 Wireless DA Call Feature Comparisons |
| 2.12 Wireless EDA Services Comparison |
| 3.1 Yellow Page Books with Greater Than 50K Circulations |
| 3.2 U.S. Carrier Internet-Based DA Services |
| 3.3 Internet DA Sites and Their Features |
| 3.4 Wireless Web Launch Dates |
| 3.5 Voice Portal Updates |
| 3.6 Qwest DA Rates by State |
| 3.7 Wireless Carrier DA Charges |
| 3.8 BCW 2001 Component Revenues |
| 3.9 Call-Net (Sprint) Canada OPS & DA Codes |