North American Inbound Contact Routing Markets

Published by: Frost & Sullivan

Published: Jun. 30, 2008 - 65 Pages

Table of Contents

1 NORTH AMERICAN INBOUND CONTACT ROUTING MARKET

Summary of Major Findings

Introduction

State of the Market

Product Definitions

Market Engineering Measurements

Market and Technology Trends

Market Challenges

Market Drivers

Market Restraints

Market Analysis

Restatement of 2006 Revenues

Revenue Forecasts

Forecast Assumption and Factors

IP Versus TDM Forecast

Pricing Analysis

Percent of Revenue by Size of Contact Center

Revenue Breakdown - U.S. & Canada

Vertical Market Analysis

Competitive Analysis

Competitive Structure

Market Share Analysis

Competitive Radar

Vendor Profiles

Aspect Software

Avaya

Cisco Systems

Genesys Telecommunications Laboratories

Interactive Intelligence

Mitel Networks

NEC

Nortel Networks

Siemens Enterprise Communications

Others (A-L)

Others (N-Z)

Critical Success Factors

Strategic Analysis

Strategic Growth Recommendations

Abstract

This research study looks at market trends, drivers, and restraints for the North American Inbound Contact routing market. It also provides market size, market share, forecasts, pricing analysis, and market breakdown by size of contact center and vertical market. Vendor solution offerings and strategies are analyzed in a competitive framework and considerations for market penetration and growth are proposed.

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