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North American Customer Service and Support Applications Markets
Frost & Sullivan, March 2009, Pages: 53
1. NORTH AMERICAN CUSTOMER SERVICE AND SUPPORT (CSS) APPLICATIONS MARKET
- Summary of Major Findings
- - 1. Introduction
- - 2. Scope and Methodology
- - 3. State of the Market
- - 4. Product and Sector Definitions
- - 5. Measurements
- - 6. Market and Technology Trends
- - 7. Industry Challenges
- - 8. Market Drivers
- - 9. Market Restraints
- Market Analysis
- - 1. Revenue Forecasts
- - 2. Revenue Breakdown by Type of Deployment
- - 3. Revenue Breakdown by Industry Vertical
- - 4. Revenue Breakdown by Size of Deployment
- Competitive Analysis
- - 1. Market Share Analysis
- - 2. Competitive Structure
- Vendor Profiles
- - 1. Amdocs
- - 2. ATG
- - 3. Chordiant
- - 4. Consona
- - 5. eGain
- - 6. Kana
- - 7. Netsuite
- - 8. Numara Software
- - 9. Oracle
- - 10. ResponseTek
- - 11. RightNow
- - 12. Salesforce.com
- - 13. Sage Software
- - 14. SAP
- - 15. Sword Group
- - 16. Other Vendors
- Auxiliary Market: Customer Communities
- - 1. The Next Frontier: Leveraging Customer Communities
- Strategic Analysis
- - 1. Strategic Growth Recommendations
List of Figures
Chapter 1
Customer Service and Support Applications Market: Impact of Top Industry Challenges (North America), 2009-2015
Customer Service and Support Applications Market: Market Drivers Ranked in Order of Impact (North America), 2009-2015
Customer Service and Support Applications Market: Market Restraints Ranked in Order of Impact (North America), 2009-2015
Customer Service and Support Applications Market: Revenue Forecasts (North America), 2008-2015
Customer Service and Support Applications Market: Product Revenue Forecasts for Premises-based Deployments (North America), 2008-2015
Customer Service and Support Applications Market: SaaS Revenue Forecasts for SaaS/Hosted/On-demand Deployments (North America), 2008-2015
Customer Service and Support Applications Market: Percent of Revenues by Deployment Type (North America), 2008-2015
Customer Service and Support Applications Market: Percent of Revenues by Vertical Industry (North America), 2008
Customer Service and Support Applications Market: Percent of Revenues by Size of Contact Center (North America), 2008
Customer Service and Support Applications Market: Company Market Share by Revenues (North America), 2008
Customer Service and Support Applications Market: Company Market Share by Revenue for Premises-based Deployments (North America), 2008
Customer Service and Support Applications Market: Company Market Share by Revenue for On-demand/SaaS-based Deployments (North America), 2008
Customer Service and Support Applications Market: Competitive Structure (North America), 2008
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