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Conferences DIRECTORY DA/Call Center Optimization Services |
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TABLE OF CONTENTS |
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| CHAPTER I: Introduction | |
| 1.0 Scope | |
| 2.0 Methodology | |
| 3.0 Report Organization | |
| 4.0 Terms | |
| CHAPTER II: Executive Summary | |
| 2.0 Market Size and Growth | |
| 2.1 Market Drivers and Constraints | |
| 2.2 Vendor Strategies | |
| 2.2.1 Competing in Both Spaces of the Call Center Recording Market | |
| 2.2.2 Product Line Expansions | |
| 2.2.3 Strengthening Current Products | |
| 2.2.4 Expanding into New Segments of Core Markets | |
| 2.2.5 Expansion into Non-Traditional Markets | |
| 2.2.6 Repositioning | |
| 2.3 Balanced Distribution | |
| CHAPTER III: Market Analysis and Forecast | |
| 3.0 Overview | |
| 3.1 Macro-Level Trends | |
| 3.1.1 Service Dominated Economies | |
| 3.1.2 Service as a Competitive Differentiator | |
| 3.1.3 Improving Global Economies | |
| 3.1.4 Laws and Regulations | |
| 3.1.5 Growth of Customer Self-Service | |
| 3.1.6 Privacy and Security Concerns | |
| 3.1.7 Declining Computing Costs | |
| 3.2 Industry-Specific Trends | |
| 3.2.1 Recognition of the Contact Center as a Strategic Resource | |
| 3.2.2 Industry Consolidation | |
| 3.2.3 Decentralization | |
| 3.2.4 Transition to “Agent Optimization” | |
| 3.2.5 Business Process Outsourcing | |
| 3.2.6 Multi-Channel Communications | |
| 3.2.7 Software-Centric Suite Model | |
| 3.3 Market Drivers | |
| 3.3.1 Attractive ROI | |
| 3.3.2 Y2K Replacements | |
| 3.3.3 Improving Global Economies | |
| 3.3.4 Modest Penetration Rates | |
| 3.3.5 Liability Concerns | |
| 3.3.6 Compliance with Regulations | |
| 3.3.7 New Technologies | |
| 3.3.8 New Customer Applications | |
| 3.3.9 Channel Marketing | |
| 3.4 Market Restraints | |
| 3.4.1 Economic Woes of Key Market Participants | |
| 3.4.2 Mergers and Acquisitions | |
| 3.4.3 High Initial Cost | |
| 3.4.4 Low Labor Costs for Outsourced Contact Centers | |
| 3.4.5 Privacy Concerns | |
| 3.4.6 Lack of Product for Small to Medium Call Centers | |
| 3.4.7 Automation | |
| 3.4.8 Sales Process Challenges in Selling New Capabilities | |
| 3.5 Sources of Revenues | |
| 3.5.1 Full Recording | |
| 3.5.2 Selective Recording | |
| 3.6 Market Forecasts | |
| 3.6.1 Definitions | |
| 3.6.2 Pricing Assumptions | |
| 3.6.3 Unit Sales Assumptions | |
| 3.6.4 Forecast Tables | |
| CHAPTER IV: Vendor Community | |
| 4.0 Overview | |
| 4.1 Points of Differentiation | |
| 4.2 Vendor Profiles | |
| 4.2.1 ASC telecom | |
| 4.2.1.1 Background | |
| 4.2.1.2 Products | |
| 4.2.1.3 Strategies | |
| 4.2.2 Dictaphone Corporation | |
| 4.2.2.1 Background | |
| 4.2.2.2 Products | |
| 4.2.2.3 Strategies | |
| 4.2.3 etalk Corporation | |
| 4.2.3.1 Background | |
| 4.2.3.2 Products | |
| 4.2.3.3 Strategies | |
| 4.2.4 Envision Telephony, Inc. | |
| 4.2.4.1 Background | |
| 4.2.4.2 Products | |
| 4.2.4.3 Strategies | |
| 4.2.5 HigherGround | |
| 4.2.5.1 Background | |
| 4.2.5.2 Products | |
| 4.2.5.3 Strategies | |
| 4.2.6 NICE Systems | |
| 4.2.6.1 Background | |
| 4.2.6.2 Products | |
| 4.2.6.3 Strategies | |
| 4.2.7 Verint Systems | |
| 4.2.7.1 Background | |
| 4.2.7.2 Products | |
| 4.2.7.3 Strategies | |
| 4.2.8 VoiceLogger | |
| 4.2.8.1 Background | |
| 4.2.8.2 Products | |
| 4.2.8.3 Strategies | |
| 4.2.9 Witness Systems | |
| 4.2.9.1 Company | |
| 4.2.9.2 Products | |
| 4.2.9.3 Strategies | |
| CHAPTER V: Full Recording | |
| 5.0 Product Description | |
| 5.1 Buying Process | |
| 5.2 Market Share Overview | |
| 5.2.1 World Market Shares | |
| 5.2.2 North America Market Shares | |
| 5.2.3 EMEA Market Shares | |
| 5.2.4 ROW Market Share | |
| CHAPTER VI: Selective Recording | |
| 6.0 Product Definition | |
| 6.1 Market Share Overview | |
| 6.1.1 World Market Shares | |
| 6.1.2 North America | |
| 6.1.3 EMEA | |
| 6.1.4 Rest-of-World | |
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TABLE OF TABLES |
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| 2.1 Contact Center Recording Market, World | |
| 2.2 The Changing Composition of Contact Center Recording Systems 2003 vs. 2008 | |
| 2.3 Revenue Forecast contact Center Recording 2003 to 2008 | |
| 3.1 Marco-Level Trends Impacting Call Recording Market | |
| 3.2 Industry-Specific Trends Impacting Call Recording Market | |
| 3.3 Market Drivers | |
| 3.4 Global Agents by Call Center Size | |
| 3.5 Market Restraints | |
| 3.6 Distribution of Full Recording Revenues by Source, World | |
| 3.7 Distribution of Full Recording Revenues by Region, World | |
| 3.8 Distribution of Selective Recording Revenues by Source, World | |
| 3.9 Distribution of Selective Recording Revenues by Region, World | |
| 3.10 Vendor Price Per Seat (World) Full Recording -- 2003 to 2008 | |
| 3.11 Vendor Price per Seat (World) Selective Recording -- 2003 to 2008 | |
| 3.12 Seat Shipments and Vendor Revenues for Full Recording, World 2003 to 2008 | |
| 3.13 Seat Shipments and Vendor Revenues for Selective Recording, World 2003 to 2008 | |
| 3.14 Percentage of Agents with Recording Capability, World -- 2003 to 2008 | |
| 4.1 Vendor Product Offers | |
| 4.2 Vendor Product Strategies | |
| 4.3 Vendor Target Markets | |
| 5.1 Full Recording Market Share World Revenues | |
| 5.2 Full Recording Market Shares World Seats | |
| 5.3 Full Recording Market Share North America Revenues | |
| 5.4 Full Recording Market Share North America Seats | |
| 5.5 Full Recording Market Share EMEA Revenues | |
| 5.6 Full Recording Market Share EMEA Seats | |
| 5.7 Full Recording Market Share ROW Revenues | |
| 5.8 Full Recording Market Share ROW Seats | |
| 6.1 Selective Recording Market Share World Revenues | |
| 6.2 Selective Recording Market Share World Seats | |
| 6.3 Selective Recording Market Share North America Revenues | |
| 6.4 Selective Recording Market Share North America | |
| 6.5 Selective Recording Market Share EMEA Revenues | |
| 6.6 Selective Recording Market Share EMEA Seats | |
| 6.7 Selective Recording Market Share ROW Revenues | |
| 6.8 Selective Recording Market Share ROW Seats | |
