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Unified Messaging Market Strategies And Forecasts, 2000-2005

  • ID: 34188
  • Report
  • January 2000
  • Region: Global
  • 300 pages
  • Wintergreen Research, Inc
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Unified messaging solutions are used to manage customer calls to or from a company. Customer details located in an application or company database are accessed by unified messaging technology. Automatic presentation of customer details on the screen of an agent who is managing a conversation, keep the agent up to date about the customer profile during a call.

Customer information saves the agent time and increases the level of customer service offered. Unified messaging is possible because the telephone system gives the computer the customer telephone number and the computer cross references that number with its information records, enabling display of customer information details automatically on an agent screen.

Unified messaging is provided by the equipment manufacturers that offer interface solutions. A range of unified messaging solutions are relevant in call center, multimedia messaging, call logging, call management, call screening, conference management, call routing, telemarketing, preview calling, and predictive outbound calling situations.

Messages in the mailbox can be viewed, listened to, stored and retrieved by a personal computer or the telephone, regardless of the form in which they were created.

Unified messaging allows users to create an environment to access and manage messages in one mailbox. Quicker response time and flexibility is provided through device independence. For example, users can listen and respond to important e-mail messages on the road without having to log onto their PC.

The key topics/issues covered in this report include:

- Unified Messaging Market Definition
- Unified Messaging Market Forecasts
- Unified Messaging Products
- Unified Messaging Technology
- Unified Messaging and Applications on Tap Company Profiles

This report consists of over 300 pages and includes 125 tables and figures.
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TABLE OF CONTENTS:

UNIFIED MESSAGING MARKET DEFINITION

-Definition

-Media Conversion

-Combined Voice Messaging, Email, and Fax Messaging

-Inefficiencies and Limitations

-Expanding Functionality

-Provider Portfolio of Unified Messaging Services

-Web-Based Applications

-Premium Services

-Enterprise Unified Messaging

-Consolidated Wireless Messaging Services

-Technology Innovations

-Multimedia Contact Center

-Desktop PC Unified Messaging

-Interface Function

-Server-Centric Architecture

-The Emergence of Network Computing

-Calendaring

-Rentable Applications

-Convergence of Voice and Data

-Network Connectivity/Open Systems

-Convergence

-Virtual Office

UNIFIED MESSAGING MARKET FORECASTS

-Internet Market Opportunity

-Internet Users

-Internet Hosts

-Market Driving Forces

-Summary Markets

-Unified Messaging Market Trends

-Framework for Converged Solutions

-Unified Messaging Market Segments

-Unified Messaging Market Segments

-Unified Messaging Services

-Unified Messaging and Knowledge Workers

-Voice Messaging

-Web Hosting

-Internet E-Mail Markets

-Applications on Servers

-Fax Messaging

-Intelligent FAX Products

-Voice Information Services

-Interactive Voice Response

UNIFIED MESSAGING PRODUCTS

-Framework for Converged Solutions

-On Hold Messaging

-Voice Messaging

-Unified Messaging

-AVT

-Application Hosting

-Octel

-Microsoft Exchange Server

-Connections

-Third-Party Fax Servers

-Interoperability

-Clients

-Using Unified Messenger

-Voice Messages

-E-Mail Messages

-Fax Messages

-Octel Unified Message Servers

-Octel Integration with Exchange Server

-Client Universal Messaging

-Lotus Messaging Switch

-IBM MQSeries

-Service Provider Unified Messaging

-Announcement Services

-Consolidated Wireless and Wireline Messaging Services

-Active Voice

-Siemens

-Alcatel Unified Messaging

-Microsoft Outlook

-Lotus Message Migration

-Oracle Internet Messaging

-Symantec

-Alcatel Platform

UNIFIED MESSAGING TECHNOLOGY

-Media Conversion

-Enterprise Forwarding and Reply Voice Messaging

-Broadcasting of Messages

-Unified Messaging Interface Logic

-Messaging and Calendar Coexistance

-Addressing Support

-Certification Testing

-Interactive Voice Response

-Security Mechanisms

-Fast Caches

-EDO RAM

-Pipelining

-High Speed Bus Fiber Channel

-Service Provider Interface

-Core Media Services

-Administration Agent

-Standards

-Server Architecture

-Server Positioning

-Server Resources

-Integration Versus Embedded Components

-Managing Changes to Directory

-HTML

-TAPI

-Streaming

-Architecture

UNIFIED MESSAGING AND APPLICATIONS ON TAP COMPANY PROFILES

-Active Voice Corp

-Alcatel

-AVT Corporation

-Brooktrout Technology

-Callware Technologies

-Centigram Communications

-Comverse

-IBM

-Intel/Dialogic

-Interliant

-InterVoice

-Lucent

-Call Technologies

-Natural Microsystems Corp

-Nortel

-Omtool

-Oracle

-Siemens Business Communication Systems

-STC

-Unisource
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