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Worldwide CTI Markets Strategies, Forecasts To 2002

  • ID: 34190
  • January 1996
  • Region: Global
  • 160 pages
  • Wintergreen Research, Inc
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Internet access solutions for the Consono Call Centre are available. The Internet/WWW link provides communication tools positioned to permit companies to use the Web as a marketing device. Callers are able to click on an icon , when visiting a company's Web site and connect, via their PC the call centre using voice over IP.

The open application server enables application developers and systems integrators to build combined call control and media control applications that seamlessly connect to Ericsson's Consono MD110 Private Branch Exchange (PBX). As new network elements emerge, MD110 customers can keep existing applications while adding new advanced call and media capabilities. With open application server, Ericsson customers will be able to migrate from a traditional automatic call distribution (ACD) center to a modern skills based contact center that can route calls as well as e-mail, web requests or fax.

The report addresses the following questions:

- What are the high growth market sectors?
- How do companies position?
- How are server products?
- What is the impact of desktop CTI?
- What are interesting technologies?
- What are the successful READ MORE >

Note: Product cover images may vary from those shown
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TABLE OF CONTENTS:

EXECUTIVE SUMMARY

1.CTI MARKET DESCRIPTION

Impact of Internet

Convergence of voice and data

Definition

Computer Connectivity

Computer Telephony Integration

Interface function

CTI value added services

CTI features are enabled by Computer application software

Outbound call center

Inbound Call Management (ICM)

On hold messaging

Voice messaging

Desktop CTI solutions

2.CTI MARKET FORECASTS

CTI market segments,market shares, and forecast summary

CTI market shares

CTI summary forecasts

CTI regional market analysis

CTI interface logic markets

Call centers

Service operator call centers

PBX call centers

voice messaging

Service provider voice messaging

Enterprise messaging systems

Virtual office

IP telephony

Server and desktop CTI

CTI servers

PC-based CTI

3.CTI PRODUCT DESCRIPTIONS

CTI

Aspect CTI System

Nortel's OC-3 Express

Fujitsu

Dialogic

NATURAL MICROSYSTEMS

AVT

Alcatel

Ericsson

Nortel

Antares

Brooktrout Technologies

CTI desktop systems

Fujitsu

Rolm

Nortel DMS CTI

Dialogic

Ó Groupe Cerveau

call centers

Incoming call distribution

Outgoing call automation

Call recording

Aspect integrated call centers

Dialogic

itel call centers

Nortel

Fujitsu

Alcatel

Ericsson

Voice messaging

Lucent/Octel

Brooktrout

Boston Technology/Comverse

Comverse

Glenayre

Itawsu

Unified Messaging

Internet telephony

Lucent

Vocal Tec

Siemens Business Communication Systems

Nortel

Ericsson

Dialogic

Brooktrout

Real-time IP Fax

Siemens

Brooktrout Technologies

Rolm

CTI servers

Microsoft Internet Server

Siemens Nixdorf Internet server

IBM E-commerce servers

BEA / Tibco

Mitel servers

Fujitsu

SCO / Dialogic open CTI UNIX server

Edify servers

Alcatel

Ericsson enterprise open application server

Intelligent fax products

Voice information systems

4.CTI TECHNOLOGIES, CAPABILITIES, BENEFITS

CTI Applications

Call Centers

Interactive voice response

Automatic call distributor

Automatic number identification

Dialed number identification service

Security Mechanisms

Passwords

Anti-piracy Vaccine

Sabotage Detection

Disk Mirroring

Operating system security

Messaging support

Media control framework

Fast caches

EDO RAM

Pipelining

Fiber channel

Universal serial bus

Service provider interface (SPI)

Core media services

Administration agent

Media/call control connectivity

standards

TAPI

SCSA open systems

ECTF

SCSA focus and elements

Modular CT Elements

Client/Server Connectivity

5.CTI COMPANY PROFILES

Note: Product cover images may vary from those shown
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Note: Product cover images may vary from those shown

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