The report is split into five chapters, each answering key questions which contact centre solution providers need to know about their market.
- Market Drivers and Inhibitors “What are the key issues driving end-users’ interests?” “What is stopping more contact centres from seriously considering IP?” “Which type of contact centre is most likely to be interested in IP solutions today?”
- Results of Primary Research “What are the leading contact centres doing and thinking today?” “What made some of them take the plunge into IP?” “Who in the organisation shows the initial interest?” “Who makes the final decision?” “Which type of solution provider are they asking for help?” “What is holding them back from implementing an IP solution?” “What are they thinking – pure IP or hybrid?”
- Market Sizing and Forecasts “How many contact centres will be IP-enabled through to 2007?” “How many IP-enabled agent positions will there be?” “When will the market really take off?” “What revenues will there be from IP solutions?” “How are revenues split, depending on size of contact centre, vertical market and hybrid/pure solutions?”
- Vendor Tactics and Strategies “Which piece of the industry should I target first?” “What are contact centres most interested in hearing about?” “What do I need to do to build up a credible story for IP?” “What should I be doing in the short-term and in the longterm?”
- Conclusions “How do I actually succeed in this market?”
