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| TABLE OF CONTENTS | |
| Section | Page |
| CHAPTER I: Executive Summary | 1 |
| CHAPTER II: Market Trends | 11 |
| 2.1 Operator Services: Changing Definition | 11 |
| 2.1.1 Billing Concepts | 13 |
| 2.2 CRM and Operator Services | 15 |
| 2.3 Continuing Regulatory Battles | 19 |
| 2.3.1 The Fourteen Point Checklist | 20 |
| 2.3.2 Payphone Regulation | 23 |
| 2.3.3 Internet Directory Assistance | 27 |
| 2.3.4 A Telegate Proposal: Presubscription for 411 | 28 |
| 2.4 Transitioning to IP Architecture | 29 |
| 2.4.1 The SoftSwitch | 32 |
| 2.4.2 Telecom Technologies | 35 |
| 2.5 Live Operators versus Automation | 37 |
| 2.5.1 Speech Recognition | 38 |
| 2.5.2 Philips Speech Processing | 39 |
| 2.5.3 Ask Jeeves | 41 |
| 2.5.3.1 Consumer Question Answering Service | 43 |
| 2.5.3.2 Corporate Question Answering Service | 44 |
| 2.5.3.3 Jeeves Live | 46 |
| 2.5.3.4 Ask Jeeves and Cincinnati Bell | 46 |
| 2.5.3.5 Marketing Strategies | 47 |
| 2.6 Wireless Capabilities Define the Future of Wireline DA | 47 |
| 2.7 The Wireless Internet…Not Just WAP | 49 |
| 2.8 Voice Portals | 52 |
| 2.8.1 Phone.com | 53 |
| 2.9 Operator Services: Live Agents for the ASP Model | 58 |
| CHAPTER III: Operator Services Vendors | 61 |
| 3.1 Equipment Providers: Transitioning to IP Architecture | 61 |
| 3.2 Cisco | 62 |
| 3.2.1 Cisco VCO/4K Open Programmable Switch | 63 |
| 3.2.2 Marketing Strategies | 64 |
| 3.3 Lucent Technologies | 64 |
| 3.3.1 7 R/Evolutionary Networking | 65 |
| 3.3.2 Full Circle | 69 |
| 3.3.3 MyNetWorks | 71 |
| 3.3.4 Enhanced Services Platform | 71 |
| 3.3.5 Lucent Speech Server | 74 |
| 3.3.6 Marketing Strategies | 76 |
| 3.4 MDTelecom | 77 |
| 3.4.1 Mdomni Platform and Applications 78 | 80 |
| 3.4.2 e-one-800 | 82 |
| 3.4.3 Marketing Strategies | 83 |
| 3.5 Nortel | 83 |
| 3.5.1 Successsion | 83 |
| 3.5.1.1 Operator Centralization | 86 |
| 3.5.1.2 IP-Optimized Intelligent Workstation | 89 |
| 3.5.1.3 Directory One IP | 90 |
| 3.5.2 TOPS | 90 |
| 3.5.3 Billing & Access Services | 91 |
| 3.5.4 Quest 411 | 91 |
| 3.5.5 Solutions for the International Market | 93 |
| 3.5.6 Information Portal Solution | 95 |
| 3.5.7 Marketing Strategies | 99 |
| CHAPTER IV: Directory Assistance System Providers | 101 |
| 4.1 White Pages Listings are Not Enough Anymore | 101 |
| 4.2 IBM | 101 |
| 4.2.1 Information Services Extended | 102 |
| 4.2.2 Speech Recognition | 104 |
| 4.2.3 Marketing Strategies | 105 |
| 4.3 Varetis | 105 |
| 4.3.1 Directory Assistance Database and Gateways | 109 |
| 4.3.2 Multifunctional Operator System | 110 |
| 4.3.3 Automating Directory Assistance | 111 |
| 4.3.4 International Directory Information via WAP | 111 |
| 4.3.5 Directory Solutions for the Internet | 113 |
| 4.3.6 Subscriber Data Funnel | 115 |
| 4.3.7 Marketing Strategies | 117 |
| 4.4 VoltDelta | 118 |
| 4.4.1 DirectoryExpress | 118 |
| 4.4.2 InfoExpress | 119 |
| 4.4.3 Marketing Strategies | 120 |
| CHAPTER V: Operator Services Providers | 123 |
| 5.1 LEC,IXC,CLEC…Disappearing Differences | 123 |
| 5.2 Ameritech | 123 |
| 5.3 AT&T | 124 |
| 5.3.1 AT&T 00 INFO | 125 |
| 5.3.2 PrePaid Cards | 126 |
| 5.3.3 Toll Free Directory Service | 126 |
| 5.3.4 AT&T Student Advantage Card | 127 |
| 5.3.5 Marketing Stategies | 129 |
| 5.4 Bell Atlantic/GTE/Verizon | 129 |
| 5.4.1 Internet Kiosks | 131 |
| 5.4.2 Private Reach | 132 |
| 5.4.3 CasioNet | 134 |
| 5.4.4 Marketing Strategies | 135 |
| 5.5 BellSouth | 135 |
| 5.5.1 BellSouth Info by Voice | 136 |
| 5.5.2 BellSouth Public Communications | 139 |
| 5.6 Frontier/Global Crossing | 140 |
| 5.6.1 Directory Assistance | 140 |
| 5.6.2 Calling Cards | 141 |
| 5.7 iCall | 142 |
| 5.7.1 iCall's Central Office | 143 |
| 5.7.2 iCallCollect | 145 |
| 5.8 Qwest | 146 |
| 5.8.1 Operator Servies | 147 |
| 5.8.2 Qwest Calling Card Products | 148 |
| 5.8.3 Click to Conference | 149 |
| 5.8.4 Click To Fax | 150 |
| 5.8.5 Marketing Strategies | 150 |
| 5.9 SBC | 150 |
| 5.9.1 SNET Directory Assistance in Spanish | 151 |
| 5.9.2 Global Calling Card | 153 |
| 5.9.3 Pay Phone Business For Sale | 154 |
| 5.9.4 Marketing Strategies | 155 |
| 5.10 Sprint | 155 |
| 5.10.1 Sprint FONCard | 156 |
| 5.10.2 Directory Assistance | 157 |
| 5.10.3 Marketing Strategies | 157 |
| 5.11 Teltrust | 157 |
| 5.11.1 Electronic Commerce Support Services Direction | 159 |
| 5.11.2 OneVoice Solutions | 160 |
| 5.11.3 Maketing Strategies | 161 |
| 5.12 Telus | 162 |
| 5.12.1 Operator Services | 163 |
| 5.12.2 Wholesale Operator Services | 164 |
| 5.12.3 MyTelus.telus.com | 166 |
| 5.12.4 Marketing Strategies | 169 |
| 5.13 US West | 170 |
| 5.13.1 Wholesale Toll and Assist Services | 170 |
| 5.13.2 Wholesale Directory Assistance | 171 |
| 5.13.3 Electronic Directory Assistance | 171 |
| 5.13.4 Marketing Strategies | 172 |
| 5.14 WorldCom | 173 |
| 5.14.1 10-10-900 | 174 |
| CHAPTER VI: Directory Assistance Providers | 177 |
| 6.1 Data Providers | 177 |
| 6.1.1 Acxiom | 178 |
| 6.1.1.1 Acxiom Data Network | 179 |
| 6.1.1.2 InfoBase Telesource | 180 |
| 6.1.2 infoUSA | 181 |
| 6.1.2.1 Directory Assistance Plus | 183 |
| 6.1.2.2 infoUSA.com | 184 |
| 6.1.2.3 Marketing Strategies | 185 |
| 6.1.3 LSSi | 185 |
| 6.1.3.1 Merger with Experian | 186 |
| 6.1.3.2 National Directory Assistance | 187 |
| 6.1.3.3 International Expansion | 188 |
| 6.1.3.4 Marketing Strategies | 189 |
| 6.2 Service Providers | 189 |
| 6.2.1 CFW Intelos | 190 |
| 6.2.2 Excell Global Services | 191 |
| 6.2.2.1 Nordia | 194 |
| 6.2.2.2 Stellar | 194 |
| 6.2.2.3 Electronic Directory Assistance | 195 |
| 6.3.3 First Data Teleservices | 199 |
| 6.3.3.1 Directory Assistance Services | 200 |
| 6.3.3.2 Marketing Strategies | 202 |
| 6.3.4 HebCom | 202 |
| 6.3.5 InfoNXX | 203 |
| 6.3.5.1 Enhanced Directory Assistance | 205 |
| 6.3.5.2 Group Connect | 205 |
| 6.3.5.3 quixi | 206 |
| 6.3.6 Metro One | 208 |
| 6.3.6.1 Enhanced Directory Assistance | 210 |
| 6.3.6.2 Technology Employed | 212 |
| 6.3.5.3 Marketing Strategies | 213 |
| CHAPTER VII: Beyond North America | 215 |
| 7.1 Introduction | 215 |
| 7.2 Germany | 219 |
| 7.2.1 Tel gate | 219 |
| 7.2.1.1 Live Agent Directory Assistance | 220 |
| 7.2.1.2 Internet Services | 221 |
| 7.2.1.3 Marketing Strategies | 223 |
| 7.3 Ireland | 223 |
| 7.3.1 eircom | 224 |
| 7.3.1.1 Payphone Investment | 225 |
| 7.3.1.2 M-Commerce | 226 |
| 7.3.2 Conduit Software | 227 |
| 7.3.2.1 Conduit Europe | 229 |
| 7.3.2.2 Marketing Strategies | 231 |
| 7.4 Japan | 231 |
| 7.4.1 NTT DoCoMo | 232 |
| 7.4.2 i-mode Service | 233 |
| 7.4.3 Marketing Strategies | 237 |
| 7.5 Latin and South America | 240 |
| 7.6 The Netherlands | 242 |
| 7.6.1 KPN | 243 |
| 7.6.2 KPNQwest | 244 |
| 7.6.3 KPN Calling Service | 244 |
| 7.7 Norway | 245 |
| 7.7.1 Telenor | 246 |
| 7.7.2 Telenor Media | 248 |
| 7.7.3 Nextra | 249 |
| 7.7.4 Marketing Strategies | 251 |
| 7.8 Sweden | 251 |
| 7.8.1 Telia | 252 |
| 7.8.1.1 Operator Services and Directory Assistance Infrastructure | 253 |
| 7.8.1.2 Wireless IP Architecture | 254 |
| 7.8.1.3 Portals | 255 |
| 7.9 United Kingdom | 256 |
| 7.9.1 British Telecom | 257 |
| 7.9.1.1 BT Wholesale Services and Solutions | 258 |
| 7.9.1.2 BT Global Office | 258 |
| 7.9.1.3 Directory Assistance | 260 |
| 7.9.1.4 Regulatory Issues | 262 |
| 7.9.2 Cable & Wireless | 264 |
| 7.9.2.1 Wholesale Operator Services | 264 |
| 7.9.3 Scoot | 266 |
| CHAPTER VIII: Market Size and Forecasts | 269 |
| 8.1 Operator Services: Definition for Forecasting Purposes | 269 |
| 8.2 Sources of Data | 271 |
| 8.3 The Operator Services Market | 274 |
| 8.4 Directory Assistance Forecasts | 285 |
