User: Guest

  



DOMAIN EXPERT ENGAGEMENTS

Number of executives repeatedly engaged by snail & email outreach*

POOL + OUTREACH

3775

Interactions with Platform & by Email *

INTERACTIONS

680

Unique # Participated *

PARTICIPANTS

113

Responses Validated *

VALIDATIONS

33

* Platform engagements are dynamic. Stats are published quarterly.


  •  CODE

  •  PAGES

  •  DATE

  •  PRICE

    $

  •  DATA EXHIBITS

    125


TABLE OF CONTENTS


   Pages :    | $

   Study Reliability And Reporting Limitations.....I-1  
   Disclaimers.....I-2
Data Interpretation & Reporting Level.....I-2
  
   Quantitative Techniques & Analytics.....I-3
Product Definition and Scope of Study.....I-3
  
   Key Factors Influencing the Market at the Global Level.....II-1
What the Market Holds.....II-1
1$100
   Promising Frontiers.....II-2
Market Snapshots.....II-2
1$100
   ACD – Supporting Call Center Operations.....II-31$100
   Terminology – Commonly Confronted.....II-4
Automatic Call Distributors.....II-4
Private Branch Exchange (PBX).....II-4
ICP – What are They?.....II-4
ICP Extends Functionality.....II-4
Call Recording.....II-4
1$100
   Computer Telephony Integration (CTI).....II-5
Interactive Voice Response.....II-5
IP Contact Center.....II-5
Hybrid System in IP Environment.....II-5
End-to-End IP Network.....II-5
ACD’s in a NutShell.....II-5
ACD Features.....II-5
Overflow Capability.....II-5
1$100
   Lost Call Reporting.....II-6
Call Accounting.....II-6
Routing – Its Underlying Importance.....II-6
What Makes the Right ACD?.....II-6
1$100
   Global Snapshots.....II-7
The North American Perspective.....II-7
Market Trends Across Europe.....II-7
1$100
   Market Prospects for ACD System Vendors in Europe.....II-8
CTI –Driving Forces.....II-8
1$100
   Advent of Internet Technologies Revolutionizing Call Centers.....II-9
Table 1: Worldwide Call Center Market: Spending on Web Enabled Call Centers for 2005 Vs 1998.....II-9
Multiple Outsourced Call Centers – Order of the Day.....II-9
1$300
   Transformation from Cost Centers to Profit Centers.....II-10
Table 2: Recent Past, Current and Future Analysis for Call Centers by Select Geographic Regions – US, Canada, EMEA (Europe, Middle East and Africa), and Asia-Pacific (including Japan) Markets Independently Analyzed in Thousands for the Years 2005 through 2008 (includes corresponding Graph/Chart).....II-10
1$300
   Global Majors Take to Satellite Networking.....II-11
Hosted or Networked Server-based Call Centers on the Rise...II-11
1$100
   Financial Services Sector Leads in IT Spending on Consumer Call Center.....II-12
1$100
   Stroudwater Unveils Dirigo iQueue™ IP-ACD/PBX.....II-13
Smart Telecom Unveils QSD-2005 2.1 .....II-13
Zultys Technologies Offers Novel Solutions.....II-13
1$100
   Aspect Software Pockets SophistiCom Technologies.....II-14
NEC Acquires Majority Stake .....II-14
CTSoft Inks Agreement with Aspect Software.....II-14
Aspect Software Offers Contact Center Solutions to Brother International .....II-14
1$100
   Genesys Telecommunications Ink Reseller Agreement with TCAssociates.....II-15
Mitel Integrates Contact Center Solutions with MS Office LCS 2005.....II-15
Sabio and Avaya Win Order from Travelex.....II-15
3Com Corporation Releases New Version of NBX® IP Telephony.....II-15
Eagle ACD Forays into the UK Market.....II-15
1$100
   3Com Corporation (US).....II-16
Alcatel (France).....II-16
Aspect Software (US).....II-16
Avaya Inc. (US).....II-16
1$100
   Cisco (US).....II-17
Dirigosoft Corporation (US).....II-17
eOn Communications Corporation (US).....II-17
Ericsson Business Networks AB (Sweden).....II-17
Fujitsu (Japan).....II-17
Interactive Intelligence Incorporated (US).....II-17
1$100
   NEC Philips Unified Solutions (The Netherlands).....II-18
Nortel Networks (Canada).....II-18
Mitel Corp. (Canada).....II-18
Tadiran Telecom (US).....II-18
Toshiba America Information Systems, Inc (US).....II-18
1$100
   Table 3: World Recent Past, Current and Future Analysis for Automatic Call Distributor Systems by Geographic Region – North America, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed by Annual Sales in US$ Million for the Years 2000 through 2010 (includes corresponding Graph/Chart).....II-19

Table 4: World 10 -Year Perspective for Automatic Call Distributor Systems by Geographic Region – Percentage Breakdown of Dollar Sales for North America, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets for the Years 2000, 2006 & 2010 (includes corresponding Graph/Chart).....II-19
1$300
   A. Market Analysis.....III-1
Current & Future Analysis.....III-1
Market Scenario.....III-1
1$75
   Embracing IP Technology.....III-2
Brand Loyalty – The Key to Success.....III-2
Consumer Behavior.....III-2
Software Edges Past the Hardware.....III-2
ACD – Extending Possibilities.....III-2
1$75
   Competitive Scenario.....III-3
Table 5: North American ACD Market (2005-2007): Market Shares of Leading Companies - Avaya, Nortel, Cisco, Aspect, Siemens, Concerto, NEC and Others (includes corresponding Graph/Chart).....III-3
Market in the Recent Past...III-3
1$150
   Customer – Point of View.....III-4
Canada.....III-4
What the Market Holds.....III-4
Call Center Market in Canada.....III-4
Product Launches.....III-4
1$75
   Strategic Corporate Developments.....III-51$75
   Focus on Select Players.....III-63$225
   B. Market Analytics.....III-9
Table 6: North American Recent Past, Current & Future Market Analysis for Automatic Call Distributor Systems by Geographic Region - US and Canada Markets Independently Analyzed by Annual Sales in US$ Million for the Years 2000 through 2010 (includes corresponding Graph/Chart).....III-9

Table 7: North American 10-Year Perspective for Automatic Call Distributor Systems – Percentage Breakdown of Dollar Sales for US and Canada Markets for the Years 2000, 2006 & 2010.....III-9
1$150
   A. Market Analysis.....III-10
Overview of Call Center Industry.....III-10
Current & Future Analysis.....III-10
Competitive Landscape.....III-10
1$75
   Table 8: Japanese Interactive CRM ACD Systems Market (2005-2007): Market Shares of Leading Companies - Avaya Inc., Nortel Networks Limited, NEC Corp., Fujitsu Ltd., OKI Electric Industry Co. Ltd. and Others (includes corresponding Graph/Chart).....III-11
B. Market Analytics.....III-11
Table 9: Japanese Recent Past, Current & Future Market Analysis for Automatic Call Distributor Systems Independently Analyzed by Annual Sales in US$ Million for the Years 2000 through 2010 (includes corresponding Graph/Chart).....III-11
1$150
   A. Market Analysis.....III-12
Current & Future Analysis.....III-12
Call Center Market in Europe.....III-12
Overview.....III-12
An Important Hub for Web-Based Call Center Market.....III-12
Highly Fragmented Market with Varying Degree of Development Between
  Nations.....III-12
1$75
   Educated and Multilingual Workforce - A Definite Advantage.....III-131$75
   Focus on Select Players .....III-14
Alcatel (France) .....III-14
Ericsson Business Networks AB (Sweden).....III-14
B. Market Analytics.....III-14
Table 10: European Recent Past, Current & Future Analysis for Automatic Call Distributor Systems by Geographic Region – France, Germany, UK, Netherlands and Rest of Europe Markets Independently Analyzed by Annual Sales in US$ Million for the Years 2000 through 2010 (includes corresponding Graph/Chart).....III-14
1$150
   Table 11: European 10-Year Perspective for Automatic Call Distributor Systems by Geographic Region – Percentage Breakdown of Dollar Sales for France, Germany, UK, Netherlands and Rest of Europe Markets for the Years 2000, 2006 & 2010 (includes corresponding Graph/Chart).....III-15
1$150
   Market Analysis.....III-16
Table 12: French Recent Past, Current & Future Market Analysis for Automatic Call Distributor Systems Independently Analyzed by Annual Sales in US$ Million for the Years 2000 through 2010 (includes corresponding Graph/Chart).....III-16
1$150
   Market Analysis.....III-17
Table 13: German Recent Past, Current & Future Market Analysis for Automatic Call Distributor Systems Independently Analyzed by Annual Sales in US$ Million for the Years 2000 through 2010 (includes corresponding Graph/Chart).....III-17
1$150
   A. Market Analysis.....III-18
Current & Future Analysis.....III-18
UK - Largest and the Most Developed European Call Center Market.....III-18
Market Drivers.....III-18
Strategic Corporate Developments.....III-18
1$75
   B. Market Analytics.....III-19
Table 14: UK Recent Past, Current & Future Market Analysis for Automatic Call Distributor Systems Independently Analyzed by Annual Sales in US$ Million for the Years 2000 through 2010 (includes corresponding Graph/Chart).....III-19
1$150
   A. Market Analysis.....III-20
Current & Future Analysis.....III-20
Overview of the Call Center Market.....III-20
The “King of Benelux” Call Center Market.....III-20
Favorite Call Center Destination for Pan- European Operations.....III-20
Hassle-free Legal & Regulatory Framework.....III-20
1$75
   B. Market Analytics.....III-21
Table 15: Netherlands Recent Past, Current and Future Analysis for Automatic Call Distributor Systems Independently Analyzed by Annual Sales in US$ Million for the Years 2000 through 2010 (includes corresponding Graph/Chart).....III-21
1$150
   Market Analysis.....III-22
Table 16: Rest of Europe Recent Past, Current and Future Analysis for Automatic Call Distributor Systems Independently Analyzed by Annual Sales in US$ Million for the Years 2000 through 2010 (includes corresponding Graph/Chart).....III-22
1$150
   A. Market Analysis.....III-23
What the Market Holds.....III-23
Industry Majors in the Domestic Market.....III-23
Table 17: Asia-Pacific Interactive CRM ACD Systems Market (2005-2007): Percentage Market Shares of Leading Companies - Avaya, Nortel, NEC and Others (includes corresponding Graph/Chart).....III-23
1$150
   IP Technologies – Gaining Ground.....III-24
Market in the Recent Past.....III-24
Hong Kong.....III-24
Major Players in the Domestic Market.....III-24
Table 18: Interactive CRM Automatic Call Distributor Systems Market in Hong Kong (2005): Percentage Market Shares of Leading Companies - Avaya, Nortel Networks, Aspect Communications and Others (includes corresponding Graph/Chart).....III-24
1$150
   India.....III-25
Market Snapshots.....III-25
Current and Future Analysis.....III-25
Major Players in the Domestic Market.....III-25
1$75
   Table 19: Indian Interactive CRM ACD Market (2005-2007): Percentage Market Shares of Leading Companies - Avaya Inc., Nortel Networks Limited, Siemens Ltd. and Others (includes corresponding Graph/Chart).....III-26
Reach and Distribution Structure.....III-26
South Korea.....III-26
Market Overview.....III-26
1$150
   Table 20: Interactive CRM Automatic Call Distributor Systems Market in South Korea (2005-2007): Percentage Shares of Leading Companies – Avaya Inc, Samsung Electronics Co. Ltd., Nortel Networks Limited and Others (includes corresponding Graph/Chart).....III-27
China.....III-27
Market Snapshots.....III-27
Current and Future Analysis.....III-27
1$150
   Competitive Climate.....III-28
Table 21: Chinese Interactive Automatic Call Distributor Systems Market (2005-2007): Percentage Market Shares of Leading Companies - Avaya Inc, Huawei Technologies Co. Ltd., Nortel Networks Limited and Others (includes corresponding Graph/Chart).....III-28
1$150
   Australia.....III-29
Current and Future Analysis.....III-29
Competitive Scenario.....III-29
Table 22: Australian Interactive CRM ACD Market (2005-2007): Percentage Market Shares of Leading Companies - Avaya Inc., Nortel Networks Limited, NEC Corporation, Ericsson Inc. and Others (includes corresponding Graph/Chart).....III-29
1$150
   Indonesia.....III-30
Competitive Climate.....III-30
Table 23: Interactive CRM Automatic Call Distributor Systems Market in Indonesia (2005 - 2007): Percentage Market Shares of Leading Companies - Avaya Inc., Alcatel Inc., Nortel Networks Limited and Others (includes corresponding Graph/Chart).....III-30
Competitive Scenario in 2004.....III-30
1$150
   Malaysia.....III-31
Market Snapshots.....III-31
Competitive Scenario.....III-31
Table 24: Malaysian Interactive Automatic Call Distributor Systems Market (2005): Percentage Market Shares of Leading Companies - Avaya Inc., Nortel Networks Limited, Ericsson Inc., Aspect Communications Corporation and Others (includes corresponding Graph/Chart).....III-31
Philippines.....III-31
Market Overview.....III-31
1$150
   Major Players in the Domestic Market.....III-32
Table 25: Automatic Call Distributor Systems Market in Philippines (2005 - 2007): Percentage Market Shares of Leading Companies - Avaya Inc, Nortel Networks Limited, Aspect Communications Corporation and Others (includes corresponding Graph/Chart).....III-32
Thailand.....III-32
Market Overview.....III-32
1$150
   Table 26: Interactive Automatic Call Distributor Systems Market in Thailand (2005 - 2007): Percentage Market Shares of Leading Companies - Avaya, NEC, Nortel, Aspect, Ericsson and Others (includes corresponding Graph/Chart).....III-33
Taiwan.....III-33
Market Snapshots.....III-33
1$150
   Major Players in the Domestic Market.....III-34
Table 27: Interactive Automatic Call Distributor Systems Market in Taiwan (2005 - 2007): Percentage Market Shares of Leading Companies - Avaya Inc, Nortel Networks Limited, Alcatel Inc. and Others (includes corresponding Graph/Chart).....III-34
1$150
   B. Market Analytics.....III-35
Table 28: Asia-Pacific Recent Past, Current and Future Analysis for Automatic Call Distributor Systems by Geographic Region – India, China, Australia, South Korea, Philippines, and Rest of Asia – Pacific Markets Independently Analyzed by Annual Sales in US$ Million for the Years 2000 through 2010 (includes corresponding Graph/Chart).....III-35

Table 29: Asia-Pacific 10-Year Perspective for Automatic Call Distributor Systems by Geographic Region - Percentage Breakdown of Dollar Sales for India, China, Australia, South Korea, Philippines, and Rest of Asia-Pacific Markets for the Years 2000, 2006 & 2010 (includes corresponding Graph/Chart).....III-35
1$150
   A. Market Analysis.....III-36
Current & Future Analysis.....III-36
Market Scenario.....III-36
A Growing Call Center Market.....III-36
1$75
   B. Market Analytics.....III-37
Table 30: Latin America Recent Past, Current and Future Analysis for Automatic Call Distributor Systems by Geographic Region – Brazil, Mexico, Argentina and Rest of Latin America Markets Independently Analyzed by Annual Sales in US$ Million for the Years 2000 through 2010 (includes corresponding Graph/Chart).....III-37

Table 31: Latin America 10-Year Perspective for Automatic Call Distributor Systems by Geographic Region - Percentage Breakdown of Dollar Sales for Brazil, Mexico, Argentina, and Rest of Latin America Markets for the Years 2000, 2006 & 2010 (includes corresponding Graph/Chart).....III-37
1$150
   Market Analysis.....III-38
Table 32: Rest of World Recent Past, Current and Future Analysis for Automatic Call Distributor Systems Markets Independently Analyzed by Annual Sales in US$ Million for the Years 2000 through 2010 (includes corresponding Graph/Chart).....III-38
1$150
    
 
 


Sales queries: Sales@StrategyR.com
Research queries: Info411@StrategyR.com