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CHAPTER
I: Introduction
Scope
Methodology
Report Organization
Terms
CHAPTER II: Executive
Summary
Market Size
Market Shares
Macro Trends
Industry-Specific Trends
Market Drivers
Market Restraints
Market Outlook
Vendor Strategies
CHAPTER III:
Market Overview
Introduction
Macro-Level Trends
Service
Dominated Economies
Service
as a Competitive Differentiator
Global
Playing Field
Improving
Global Economies
Business
Process Outsourcing
Laws
and Regulations
Global
Terrorism
Tightening
Labor Markets
Privacy
and Security Concerns
Advances
in Technology
Industry-Specific Trends
Recognition
of the Contact Center as a Strategic Resource
Changing
Role of the Contact Center
Industry
Consolidation
New
Entrants
Trend to
Full Recording
Software-Centric
Suite Model
Birth of
Analytics
Agent
Anywhere
Multi-Channel
Communications
Advent of
the ASP Model
Market Drivers
Attractive
ROI
Continued
(modest) Growth in Call Center Agents
Enterprise
Performance Initiatives
Modest
Penetration Rates
Liability
Concerns
Compliance
with Regulations
VoIP is
(Finally) Here
New
Customer Applications
Market Restraints
Post
Y2K Boom Coming to an End
High
Initial Cost
Expect
Slowing Growth in Southeast Asia
Privacy
Concerns
Lack
of Product for Small to Medium Call Centers
Open
Architecture
Call
Center Reticence to See the Big Picture
Sales Process Challenges in
Selling New Capabilities
Automation
CHAPTER
IV: Market Size and
Characteristics
CHAPTER V:
Vendor Profiles
Products
OnviCord
Monitor
OnviCord
Playback
OnviCenter
5.1
Strategies
Verint Systems
Background
Products
ULTRA
ULTRA Intelligent Recording
ULTRA Enterprise Transaction
Management
ULTRA Contact Center Quality
Suite
ULTRA IntelliCoach
The ULTRA Portal
ULTRA Analytics
ULTRA IntelliMiner
ULTRA IntelliFind
ULTRA IntelliSeek
ULTRA IntelliScreen
ULTRA IntelliConnect Survey
Strategies
Voice
Print International, Inc.
Background
Products
Activ!
Performance Suite
Activ!
Voice Call Recording Software
Activ!
View Desktop Screen Recording Software
Activ!
IQ Call Center Quality Monitoring Software
Activ!
Analytics
Activ!
Coaching
Activ!
Insight
Activ!
Feedback
Strategies
Witness
Systems
Company
Products
Impact
360
Impact
360 Workforce Optimization
Impact
360 Quality Monitoring
Impact
360 Compliance Recording
Strategies
CHAPTER
VI: Market Share Analysis
LIST
OF TABLES
2.1
Distribution of Call
Centers by Agent Size USA, 2004
2.2
Contact Center Recording Systems -- Vendor
Revenues, World -- 2003 to 2010
3.1
Macro-Level Trends
3.2
Industry-Specific Trends Impacting the Call Recording Market
3.3
Market Drivers
3.4
Estimated Telephone Representatives By Occupation
3.5 Penetration
of Automated Quality Monitoring Systems, World 2005
3.6
Market Restraints
4.1
Revenues and Percent Change -- Contact Center Recording
Systems, World --2003 to 2005
4.2
Distribution of Revenues By Type, World Percent Share -- 2003
to 2005
4.3
Distribution of Recording Revenues By Source, World -- 2004 to
2005
4.4
Distribution of Revenues by Region, World -- 2004 to 2005
4.5
Comparison of Forecast Revenues to Actual, World -- 2004 and
2005
4.6
Vendor Revenues, World -- 2003 to 2010
4.7
Telephone Intensive Employment, Other Than Call Centers
4.8
Data Entry Intensive Employment, Other Than Call Centers
6.1
World Market Share -- 2004 to 2005
6.2
World Market Share, Selective Recording -- 2005
6.3
World Market Share, Full Recording -- 2005
6.4
World Market Share, Software and Services -- 2005
6.5
World Market Share, Software Only -- 2005
6.6
North America Market Share -- 2005
6.7
North America Market Share -- 2004 to 2005
6.8
EMEA Market Share -- 2005
6.9
ROW Market Share -- 2005 |
