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North American Toll-Free Services MarketsPublished by: Frost & Sullivan Published: Nov. 4, 2005 Table of Contents1. North American Toll-Free Services Markets 1. Market Overview 1. Executive Summary 2. Research Scope and Key Definitions 3. Introduction 4. Market Challenges 5. Market Drivers a. Toll-Free Services’ Ability to Provide Round-the-Clock Access without Geographical and Time Restraints will Continue to Drive Their Demand from End Users b. Rise in Demand for Premium Priced Advanced Toll-Free Features in the Large Enterprise Space Spurs Revenue Growth c. Falling Prices Attract Small and Medium Sized Businesses to Adopt Basic Toll-Free Services d. Rise in Overseas Call-Center Outsourcing Increases the International Toll-Free Revenues e. Rising Adoption of Toll-Free Services By Various Market Segments and Emerging Applications Increases Toll-Free Usage f. Longer Hold Time Increases Toll-Free Minutes Used 6. Market Restraints a. Rising Internet Use by End-users is Prompting Businesses to Enhance Web-Based Customer Support Applications Resulting in Reduced Toll-Free Expenditure b. Advanced Routing Techniques Reduce the Need for Multiple Toll-Free Numbers and Shortens Toll-Free Call Duration c. Limited Use of Advanced Toll-Free Features by Small and Medium Sized Businesses Limits Revenue Growth in the Wake of Falling Per-Minute Prices d. Limited Usage of International Toll-Free Services Restricts Growth of Revenues from This Market e. Higher Hold Time Results in Frustrated Callers and Shifts Usage from Toll-Free to Online Applications 2. Market Trends 1. Regulatory Trends Impacting the Toll-Free Industry 2. Total Working and Available Toll-Free Numbers and Toll-Free Call Volume 3. Domestic Toll-Free Demand Distribution: Switched versus Dedicated Toll-Free Services 4. Switched Business Toll-Free Services: Product; Pricing and Competitive Analysis 5. Dedicated Business Toll-Free Services: Product; Pricing and Competitive Analysis 6. Business Toll-Free Services: Demand Distribution By Industry Verticals; End-User Groups 7. International Toll-Free Services: ITFS and UIFN 8. IP-based Toll-Free Services 3. Market Forecasts 1. Total Toll-Free Market: Domestic and International Demand Forecast 2. Domestic Toll-Free Market: Revenue Forecast 4. Conclusions 1. Strategic Recommendations 2. Critical Success Factors List Of Figures Chapter 1
AbstractInventive Pricing Strategies and Niche Marketing to Boost Revenues of North American Toll-free Service Providers Intense competition in the North American domestic long distance (LD) services market has adversely influenced the toll-free service market revenues. The entry of regional bell operating companies (RBOCs) and incumbent local exchange carriers (ILECs) in the inter-local access and transport area (LATA) LD services market has also seen the per-minute prices for toll-free services tumble. Many service providers are also offering waivers or discounts on monthly recurring and installation charges for toll-free services, which cut heavily into their profit margins. In addition, entrants are bundling toll-free services with LD to stay afloat. To buck this trend, carriers have to experiment with pricing models and schemes such as offering services at flat rates instead of bundling them. Nevertheless, the attractive prices offered by entrants have drawn in many customers from the small- and medium-sized enterprise (SME) segment. In fact, many SMEs are moving from switched toll-free to dedicated toll-free services to take advantage of the low-priced, no-frills offerings. This Frost & Sullivan research service examines the North American toll-free services market and segments toll-free demand by the type of end-users and industry verticals. It analyzes the challenges that toll-free service providers and carriers face and helps them develop strategies for revenue growth and profitability in the dynamic market. The study also discusses market drivers and restraints and provides recommendations to compete successfully in this market. Profit Margins Expand as Premium, Advanced Toll-free Features Gain Popularity among Large Enterprises The enterprise customer segment has greatly helped to buoy revenue in the toll-free services market by adopting advanced, premium toll-free features. Some of these include customized routing capabilities, disaster recovery, custom announcements for callers, call monitoring, advanced traffic reports, and the ability to control addition/deletion of features by the subscriber. These features bring in revenues in the form of monthly recurring charges and installation fees and offset the decline in profits from falling per-minute prices to some extent. "Many of these features are premium priced at extra monthly charges and add to the revenues from basic toll-free service and usage," says the analyst of this research service. "Besides, these features and functionalities improve the overall delivery of toll-free services and keep the enterprise customers interested in them." Constant Access without Geographical or Time Restraints Continue to Drive Toll-free Services Market Despite the Internet and online applications, such as e-mail and instant messaging lowering end users’ reliance on toll-free calling, it remains an integral tool for businesses, both small and large. Customers have grown accustomed to obtaining free information in real time. This ease of use makes toll-free services an unparalleled customer service tool without geographical or time restraints for enterprises across various industries. "For most businesses, toll-free phone services and Web-based applications are complimentary services that enable them to establish multiple points of contact with customers," notes the analyst. "In fact, the public and non-profit sectors have also embraced toll-free calling over the years and are likely to persist with this service in future." Get Full Details About This Report >> |
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