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Enterprisewide
U.S. Call Center Hardware and Software Markets
Frost & Sullivan, January 1998
A push toward improved customer support services is driving the call center hardware and software markets impressive growth. This report from Frost & Sullivan analyzes market drivers and restraints for inbound and outbound call center systems, CTI software, and management information systems software. It also covers the most effective strategies of key market players, changes in the competitive structure, and corporate trends. And it provides profiles of top companies like Call Ware, Ericsson, and Comdial.
Executive Summary
Introduction to the U.S. Call Center Hardware and Software Market
Summary of Major Findings
Industry Challenges and Research Methodology
Identification of Challenges Facing the U.S. Call Center Hardware and Software Market
Time Frame Analysis of Industry Challenges
Frost & Sullivans 12-Step Market Engineering Research Methodology
Market Engineering Forecasting Methodology
Glossary of Terms
Market Engineering Measurement Analysis of the U.S. Call Center Hardware and Software Industry
Market Overview and Definitions
Presentation of Strategic Significance of Measurements
Market Engineering Research for the U.S. Call Center Inbound Systems Market
Strategic Analysis and Forecasts of the Total Market
Strategic Analysis and Forecasts of the ACD Systems Market
Strategic Analysis and Forecasts of the ACD Message Board Market
Strategic Analysis and Forecasts of the Call Center IVR Systems Market
Strategic Analysis and Forecasts of the Call Center Speech Recognition Systems Market
Strategic Analysis and Forecasts of the Call Center Voice Mail/Messaging Systems Market
Strategic Analysis and Forecasts of the Call Center Fax-on-Demand Systems Market
Market Engineering Research for the U.S. Call Center Outbound Systems Market
Market Engineering Research for the U.S. Call Center CTI and MIS Software Market
Strategic Analysis and Forecasts of the Total Market
Strategic Analysis and Forecasts of the Inbound Call Center CTI Software Market
Strategic Analysis and Forecasts of the ACD Call Enhancement Software Market
Strategic Analysis and Forecasts of the Workforce Management Software Market
Strategic Analysis and Forecasts of the Sales Force Automation Software Market
Market Engineering Research of the Call Center Hardware and Software Market by End User
Strategic Analysis and Forecasts of the Banks and Financial Services Market
Strategic Analysis and Forecasts of the Travel and Transportation Market
Strategic Analysis and Forecasts of the Telecommunications Market
Strategic Analysis and Forecasts of the Insurance Market
Strategic Analysis and Forecasts of the Government and Education Market
Strategic Analysis and Forecasts of the Healthcare Market
Strategic Analysis and Forecasts of the Retail Market
Strategic Analysis and Forecasts of the Other End-User Market
Market Engineering Strategy
What Is Market Engineering Strategy?
How to Improve the Market Engineering Strategy Development Process
Market Engineering Strategic Recommendations
Market Engineering Planning in the Call Center Hardware and Software Industry
Integrating Market Engineering into the Business Planning Process
Using Market Engineering to Address Industry Challenges, Market Trends, and Opportunities
Implementation of Market Engineering
Introduction and Summary
How to Implement Market Engineering in a Company
How to Make the Most of This Marketing Engineering Report
Market Engineering Monitoring of the Call Center Hardware and Software Industry
The Purpose of Market Engineering Monitoring
How to Design a Successful Monitoring Program
What Should Be Monitored in the Call Center Hardware and Software Industry
Frost & Sullivans Strategic Recommendations for Further Research
Profiles of Strategically Targeted Companies
Aspect Telecommunications Corp. (408) 325-2200
Brooktrout Technology (781) 449-4100
Castelle Ibex Product Division (408) 496-0474
DAVOX Corp. (978) 952-0200
Genesys Telecommunications Laboratories, Inc. (415) 437-1100
InterVoice, Inc. (972) 454-8000
Lernout & Hauspie (781) 238-0960
Lucent Technologies (908) 582-3000
Melita International (770) 239-4000
Northern Telecom (Nortel) (905) 863-0000
Siebel Systems, Inc. (650) 295-5000
SYMON Communications, Inc. (281) 240-5555
TCS Management Group, Inc. (615) 221-6800
Voice Control Systems, Inc. (617) 494-0100
Database of Key Industry Participants
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