| Home
Conferences DIRECTORY DA/Call Center Optimization Services |
|
|
TABLE OF CONTENTS |
|
| CHAPTER I: Executive Summary | |
| CHAPTER II: Market Overview | |
| 2.0 Introduction | |
| 2.1 Technologies | |
| 2.1.1 ACD and IP PBX | |
| 2.1.2 IVR | |
| 2.2 Trends | |
| 2.2.1 Email | |
| 2.2.2 Call Blending | |
| 2.2.3 CRM | |
| 2.2.4 ASP | |
| 2.2.5 Workforce Management | |
| 2.3 Today's Contact Center Agent | |
| 2.3.1 Tech Savvy | |
| 2.3.2 Bilingual | |
| 2.3.3 Wages | |
| 2.3.4 Incentives | |
| 2.3.5 Education/Career Path | |
| 2.3.6 Virtual Contact Center | |
| 2.4 Downsizing of the North American Contact Center Arena | |
| 2.4.1 Closing and Consolidation | |
| 2.4.2 Business Moving Abroad | |
| 2.4.3 Cheaper Labor Costs | |
| 2.4.4 Time Zones | |
| 2.5 Legislation | |
| 2.6 Anti-Telemarketing Devices | |
| 2.7 Companies Bringing Customer Services In-House | |
| 2.8 Outsourcers | |
| 2.8.1 Key Players | |
| 2.8.2 Role of the ILEC and IXC | |
| 2.8.3 The Future of Outsourcing | |
| CHAPTER III: Vendor Profiles | |
| 3.0 Introduction | |
| 3.1 Acxiom | |
| 3.1.1 Market Strategies | |
| 3.2 Apropos Technology, Inc | |
| 3.2.1 Market Strategies | |
| 3.3. Aspect Communications | |
| 3.3.1 Market Strategies | |
| 3.4 Avaya Inc. | |
| 3.4.1 Market Strategies | |
| 3.5 Blue Pumpkin | |
| 3.5.1 Market Strategies | |
| 3.6 CenterForce Technologies, Inc. | |
| 3.6.1 Market Strategies | |
| 3.7 Cisco Systems, Inc. | |
| 3.7.1 Market Strategies | |
| 3.8 Convergys Corporation | |
| 3.8.1 Market Strategies | |
| 3.9 Concerto Software | |
| 3.9.1 Market Strategies | |
| 3.10 Dictaphone Corporation | |
| 3.10.1 Market Strategies | |
| 3.11 E.piphany | |
| 3.11.1 Market Strategies | |
| 3.12 EADS Telecom North America | |
| 3.12.1 Market Strategies | |
| 3.13 Envision Telephony, Inc. | |
| 3.13.1 Market Strategies | |
| 3.14 eOn Communications Corporation | |
| 3.14.1 Market Strategies | |
| 3.15 Excell Agent Services, L.L.C | |
| 3.15.1 Market Strategies | |
| 3.16 Fujitsu Transactions Solutions | |
| 3.16.1 Market Strategies | |
| 3.17 Genesys Telecommunications Laboratories, Inc. | |
| 3.17.1 Market Strategies | |
| 3.18 Interactive Intelligence, Inc. | |
| 3.18.1 Market Strategies | |
| 3.19 KANA Software, Inc. | |
| 3.19.1 Market Strategies | |
| 3.20 Lucent Technologies | |
| 3.20.1 Market Strategies | |
| 3.21 Mitel Networks | |
| 3.21.1 Market Strategies | |
| 3.22 Motive | |
| 3.22.1 Market Strategies | |
| 3.23 NEC America, Inc. | |
| 3.23.1 Market Strategies | |
| 3.24 NICE Systems | |
| 3.24.1 Market Strategies | |
| 3.25 Nortel Networks | |
| 3.25.1 Market Strategies | |
| 3.26 Nuance Communications, Inc. | |
| 3.26.1 Market Strategies | |
| 3.27 Nuasis Corporation | |
| 3.27.1 Market Strategies | |
| 3.28 Oracle Corporation | |
| 3.28.1 Market Strategies | |
| 3.29 PeopleSoft, Inc. | |
| 3.29.1 Market Strategies | |
| 3.30 Remedy | |
| 3.30.1 Market Strategies | |
| 3.31 Rockwell Automation, Inc. | |
| 3.31.1 Market Strategies | |
| 3.32 SAP AG | |
| 3.32.1 Market Strategies | |
| 3.33 Siebel Systems, Inc. | |
| 3.33.1 Market Strategies | |
| 3.34 Siemens | |
| 3.34.1 Market Strategies | |
| 3.35 SYKES Enterprises | |
| 3.35.1 Market Strategies | |
| 3.36 Teloquent | |
| 3.36.1 Market Strategies | |
| 3.37 3Com | |
| 3.37.1 Market Strategies | |
| 3.38 Toshiba America Group | |
| 3.38.1 Market Strategies | |
| 3.39 Witness Systems, Inc. | |
| 3.39.1 Market Strategies | |
| 3.40 Workforce Management Group, Inc | |
| 3.40.1 Market Strategies | |
| CHAPTER IV: Market Forecasts | |
| 4.0 Market Size and Projections | |
| 4.1 Year-2003 U.S. Contact Center Shipments and Installed Base of Agents and Systems | |
| 4.2 U.S. CPE Contact Center Market Share (New and Add-on Agents) Shipments | |
| 4.3 U.S. CPE Contact Center Market Projections of New Agent Positions | |
| 4.4 U.S. CPE Contact Center Market Projections of System Shipments | |
| 4.5 IP Contact Center Shipments | |
| 4.6 U.S. CPE Contact Center Installed Base of Systems, 2003 – 2008 | |
| 4.7 U.S. CPE Contact Center Installed Base of Agents, 2003 – 2008 | |
| 4.8 U.S. CPE Contact Center System Size Distribution, 2003 – 2008 | |
| 4.9 U.S. CPE Contact Center Market Revenue Projections, 2003 – 2008 | |
| 4.10 U.S. CPE Contact Center Agent Shipments, by Industry | |
| Table | |
| 2.1 FTC Telemarketing Rules | |
| 2.2 Comparison Of ILEC and IXC Contact Center Services | |
| Figures | |
| U.S. Contact Center System and Agent Shipments, by Type of System | |
| U.S. Contact Center System and Agent Installed Base, by Type of System | |
| U.S. CPE Contact Center Market Share (New and Add-on) Agent Shipments | |
| U.S. CPE Contact Center Market Share (New and Add-on) Agent Shipments | |
| U.S. CPE Contact Center New Agent Shipments – 2002 – 2008 | |
| U.S. CPE Contact Center System Shipments – 2002 – 2008 | |
| U.S. CPE Average Agent Size of New Systems Shipped – 2002 – 2008 | |
| U.S. IP Contact Center New Agent Shipments – 2003 – 2008 | |
| U.S. IP Contact Center System Shipments – 2003 – 2008 | |
| U.S. CPE Contact Center Installed Base of Systems – 2003 – 2008 | |
| U.S. CPE Contact Center Installed Base of Agents (New and Add-on) – 2003 – 2008 | |
| U.S. Contact Center Systems Size Distribution by Number of Agents per System – 2003 and 2008 | |
| U.S. CPE Contact Center Revenues – 2003 – 2008 | |
| U.S. CPE Contact Center Agent Shipments, by Industry (table) | |
| U.S. CPE Contact Center Agent Shipments, by Industry (graph) | |
