Loading... Please wait...
Global Market Research Information Network
Connecting to intelligent information in the electronic age.
Market Research Categories
- Advanced Materials
- Advanced Technologies
- Aerospace Industry
- Automotive
- Banking and Finance
- Biotechnology
- Business and Consumer Appliances
- Chemicals and Minerals
- Communications Technology
- Electronics and Semiconductors
- Energy
- Industrial Supplies and Accessories
- Information Technology
- Leisure and Entertainment
- Machinery
- Medical Equipment and Supplies
- Merchandising
- Metals and Metal Products
- Nanotechnology
- Security
- Transportation Industry
- Asia Market
- European Market
- Other Research
- Upcoming Reports
New Publications
-
CBRN Defence Market Report USD $2,502.00 -
Commercial Roofing Materials: The North American Market USD $4,850.00
-
The Global Market for Nanoclays and Nanofillers USD $5,000.00
-
The Global Market for Nanotechnology in Textiles USD $1,160.00
-
- Home
- Communications Technology
- Automatic Call Distributor - Global Strategic Business Report
Summary
This report analyzes the worldwide markets for Automatic Call Distributor in US$ Million. The report provides separate comprehensive analytics for the North America, Japan, Europe, Asia-Pacific, Latin America and Rest of World. Annual forecasts are provided for each region for the period of 2000 through 2010. The report profiles 44 companies including many key and niche players worldwide such as 3Com Corporation, Alcatel, Aspect Software, Avaya Inc., Cisco, Dirigosoft Corporation, eOn Communications Corporation, Ericsson Business Networks AB, Fujitsu, Interactive Intelligence Incorporated, NEC Philips Unified Solutions, Nortel Networks, Mitel Corp., Tadiran Telecom, and Toshiba America Information Systems, Inc. Market data and analytics are derived from primary and secondary research. Company profiles are mostly extracted from URL research and reported select online sources.
AUTOMATIC CALL DISTRIBUTOR SYSTEMS MCP-1712
A GLOBAL STRATEGIC BUSINESS REPORT
CONTENTS
I. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONS
Study Reliability And Reporting Limitations I-1
Disclaimers I-2
Data Interpretation & Reporting Level I-2
Quantitative Techniques & Analytics I-3
Product Definition and Scope of Study I-3
II. EXECUTIVE SUMMARY
1. Market Overview II-1
Key Factors Influencing the Market at the Global Level II-1
What the Market Holds II-1
Promising Frontiers II-2
Market Snapshots II-2
2. Product Overview II-3
ACD - Supporting Call Center Operations II-3
Terminology - Commonly Confronted II-4
Automatic Call Distributors II-4
Private Branch Exchange (PBX) II-4
ICP - What are They? II-4
ICP Extends Functionality II-4
Call Recording II-4
Computer Telephony Integration (CTI) II-5
Interactive Voice Response II-5
IP Contact Center II-5
Hybrid System in IP Environment II-5
End-to-End IP Network II-5
ACD's in a NutShell II-5
ACD Features II-5
Overflow Capability II-5
Lost Call Reporting II-6
Call Accounting II-6
Routing - Its Underlying Importance II-6
What Makes the Right ACD? II-6
3. Trends & Issues II-7
Global Snapshots II-7
The North American Perspective II-7
Market Trends Across Europe II-7
Market Prospects for ACD System Vendors in Europe II-8
CTI -Driving Forces II-8
4. Call Centers - An Overview II-9
Advent of Internet Technologies Revolutionizing Call Centers II-9
Table 1: Worldwide Call Center Market: Spending on Web
Enabled Call Centers for 2005 Vs 1998 II-9
Multiple Outsourced Call Centers - Order of the Day II-9
Transformation from Cost Centers to Profit Centers II-10
Table 2: Recent Past, Current and Future Analysis for Call
Centers by Select Geographic Regions - US, Canada, EMEA
(Europe, Middle East and Africa), and Asia-Pacific (including
Japan) Markets Independently Analyzed in Thousands for the
Years 2005 through 2008 (includes corresponding Graph/Chart) II-10
Global Majors Take to Satellite Networking II-11
Hosted or Networked Server-based Call Centers on the Rise II-11
Financial Services Sector Leads in IT Spending on Consumer
Call Center II-12
5. Product Launches II-13
Stroudwater Unveils Dirigo iQueue IP-ACD/PBX II-13
Smart Telecom Unveils QSD-2005 2.1 II-13
Zultys Technologies Offers Novel Solutions II-13
6. Recent Industry Activity II-14
Aspect Software Pockets SophistiCom Technologies II-14
NEC Acquires Majority Stake II-14
CTSoft Inks Agreement with Aspect Software II-14
Aspect Software Offers Contact Center Solutions to Brother
International II-14
Genesys Telecommunications Ink Reseller Agreement with
TCAssociates II-15
Mitel Integrates Contact Center Solutions with MS Office LCS
2005 II-15
Sabio and Avaya Win Order from Travelex II-15
3Com Corporation Releases New Version of NBX IP Telephony II-15
Eagle ACD Forays into the UK Market II-15
7. Focus on Select Players II-16
3Com Corporation (US) II-16
Alcatel (France) II-16
Aspect Software (US) II-16
Avaya Inc. (US) II-16
Cisco (US) II-17
Dirigosoft Corporation (US) II-17
eOn Communications Corporation (US) II-17
Ericsson Business Networks AB (Sweden) II-17
Fujitsu (Japan) II-17
Interactive Intelligence Incorporated (US) II-17
NEC Philips Unified Solutions (The Netherlands) II-18
Nortel Networks (Canada) II-18
Mitel Corp. (Canada) II-18
Tadiran Telecom (US) II-18
Toshiba America Information Systems, Inc (US) II-18
8. Global Market Perspective II-19
Table 3: World Recent Past, Current and Future Analysis for
Automatic Call Distributor Systems by Geographic Region -
North America, Japan, Europe, Asia-Pacific (excluding Japan),
Latin America and Rest of World Markets Independently Analyzed
by Annual Sales in US$ Million for the Years 2000 through 2010
(includes corresponding Graph/Chart) II-19
Table 4: World 10 -Year Perspective for Automatic Call
Distributor Systems by Geographic Region - Percentage
Breakdown of Dollar Sales for North America, Japan, Europe,
Asia-Pacific (excluding Japan), Latin America and Rest of
World Markets for the Years 2000, 2006 & 2010 (includes
corresponding Graph/Chart) II-19
III. MARKET
1. North America III-1
A.Market Analysis III-1
Current & Future Analysis III-1
Market Scenario III-1
Embracing IP Technology III-2
Brand Loyalty - The Key to Success III-2
Consumer Behavior III-2
Software Edges Past the Hardware III-2
ACD - Extending Possibilities III-2
Competitive Scenario III-3
Table 5: North American ACD Market (2005-2007): Market
Shares of Leading Companies - Avaya, Nortel, Cisco,
Aspect, Siemens, Concerto, NEC and Others (includes
corresponding Graph/Chart) III-3
Market in the Recent Past III-3
Customer - Point of View III-4
Canada III-4
What the Market Holds III-4
Call Center Market in Canada III-4
Product Launches III-4
Strategic Corporate Developments III-5
Focus on Select Players III-6
B.Market Analytics III-9
Table 6: North American Recent Past, Current & Future Market
Analysis for Automatic Call Distributor Systems by
Geographic Region - US and Canada Markets Independently
Analyzed by Annual Sales in US$ Million for the Years 2000
through 2010 (includes corresponding Graph/Chart) III-9
Table 7: North American 10-Year Perspective for Automatic
Call Distributor Systems - Percentage Breakdown of Dollar
Sales for US and Canada Markets for the Years 2000, 2006 &
2010 III-9
2. Japan III-10
A.Market Analysis III-10
Overview of Call Center Industry III-10
Current & Future Analysis III-10
Competitive Landscape III-10
Table 8: Japanese Interactive CRM ACD Systems Market
(2005-2007): Market Shares of Leading Companies - Avaya
Inc., Nortel Networks Limited, NEC Corp., Fujitsu Ltd.,
OKI Electric Industry Co. Ltd. and Others (includes
corresponding Graph/Chart) III-11
B.Market Analytics III-11
Table 9: Japanese Recent Past, Current & Future Market
Analysis for Automatic Call Distributor Systems
Independently Analyzed by Annual Sales in US$ Million for
the Years 2000 through 2010 (includes corresponding
Graph/Chart) III-11
3. Europe III-12
A.Market Analysis III-12
Current & Future Analysis III-12
Call Center Market in Europe III-12
Overview III-12
An Important Hub for Web-Based Call Center Market III-12
Highly Fragmented Market with Varying Degree of
Development Between Nations III-12
Educated and Multilingual Workforce - A Definite Advantage III-13
Focus on Select Players III-14
Alcatel (France) III-14
Ericsson Business Networks AB (Sweden) III-14
B.Market Analytics III-14
Table 10: European Recent Past, Current & Future Analysis
for Automatic Call Distributor Systems by Geographic Region -
France, Germany, UK, Netherlands and Rest of Europe
Markets Independently Analyzed by Annual Sales in US$
Million for the Years 2000 through 2010 (includes
corresponding Graph/Chart) III-14
Table 11: European 10-Year Perspective for Automatic Call
Distributor Systems by Geographic Region - Percentage
Breakdown of Dollar Sales for France, Germany, UK,
Netherlands and Rest of Europe Markets for the Years 2000,
2006 & 2010 (includes corresponding Graph/Chart) III-15
3a. France III-16
Market Analysis III-16
Table 12: French Recent Past, Current & Future Market
Analysis for Automatic Call Distributor Systems
Independently Analyzed by Annual Sales in US$ Million for
the Years 2000 through 2010 (includes corresponding
Graph/Chart) III-16
3b. Germany III-17
Market Analysis III-17
Table 13: German Recent Past, Current & Future Market
Analysis for Automatic Call Distributor Systems
Independently Analyzed by Annual Sales in US$ Million for
the Years 2000 through 2010 (includes corresponding
Graph/Chart) III-17
3c. The United Kingdom III-18
A.Market Analysis III-18
Current & Future Analysis III-18
UK - Largest and the Most Developed European Call Center
Market III-18
Market Drivers III-18
Strategic Corporate Developments III-18
B.Market Analytics III-19
Table 14: UK Recent Past, Current & Future Market Analysis
for Automatic Call Distributor Systems Independently
Analyzed by Annual Sales in US$ Million for the Years 2000
through 2010 (includes corresponding Graph/Chart) III-19
3d. The Netherlands III-20
A.Market Analysis III-20
Current & Future Analysis III-20
Overview of the Call Center Market III-20
The "King of Benelux" Call Center Market III-20
Favorite Call Center Destination for Pan- European Operations III-20
Hassle-free Legal & Regulatory Framework III-20
B.Market Analytics III-21
Table 15: Netherlands Recent Past, Current and Future
Analysis for Automatic Call Distributor Systems
Independently Analyzed by Annual Sales in US$ Million for
the Years 2000 through 2010 (includes corresponding
Graph/Chart) III-21
3e. Rest of Europe III-22
Market Analysis III-22
Table 16: Rest of Europe Recent Past, Current and Future
Analysis for Automatic Call Distributor Systems
Independently Analyzed by Annual Sales in US$ Million for
the Years 2000 through 2010 (includes corresponding
Graph/Chart) III-22
4. Asia-Pacific III-23
A.Market Analysis III-23
What the Market Holds III-23
Industry Majors in the Domestic Market III-23
Table 17: Asia-Pacific Interactive CRM ACD Systems Market
(2005-2007): Percentage Market Shares of Leading Companies -
Avaya, Nortel, NEC and Others (includes corresponding
Graph/Chart) III-23
IP Technologies - Gaining Ground III-24
Market in the Recent Past III-24
Hong Kong III-24
Major Players in the Domestic Market III-24
Table 18: Interactive CRM Automatic Call Distributor
Systems Market in Hong Kong (2005): Percentage Market
Shares of Leading Companies - Avaya, Nortel Networks,
Aspect Communications and Others (includes corresponding
Graph/Chart) III-24
India III-25
Market Snapshots III-25
Current and Future Analysis III-25
Major Players in the Domestic Market III-25
Table 19: Indian Interactive CRM ACD Market (2005-2007):
Percentage Market Shares of Leading Companies - Avaya
Inc., Nortel Networks Limited, Siemens Ltd. and Others
(includes corresponding Graph/Chart) III-26
Reach and Distribution Structure III-26
South Korea III-26
Market Overview III-26
Table 20: Interactive CRM Automatic Call Distributor
Systems Market in South Korea (2005-2007): Percentage
Shares of Leading Companies - Avaya Inc, Samsung
Electronics Co. Ltd., Nortel Networks Limited and Others
(includes corresponding Graph/Chart) III-27
China III-27
Market Snapshots III-27
Current and Future Analysis III-27
Competitive Climate III-28
Table 21: Chinese Interactive Automatic Call Distributor
Systems Market (2005-2007): Percentage Market Shares of
Leading Companies - Avaya Inc, Huawei Technologies Co.
Ltd., Nortel Networks Limited and Others (includes
corresponding Graph/Chart) III-28
Australia III-29
Current and Future Analysis III-29
Competitive Scenario III-29
Table 22: Australian Interactive CRM ACD Market
(2005-2007): Percentage Market Shares of Leading
Companies - Avaya Inc., Nortel Networks Limited, NEC
Corporation, Ericsson Inc. and Others (includes
corresponding Graph/Chart) III-29
Indonesia III-30
Competitive Climate III-30
Table 23: Interactive CRM Automatic Call Distributor
Systems Market in Indonesia (2005 - 2007): Percentage
Market Shares of Leading Companies - Avaya Inc., Alcatel
Inc., Nortel Networks Limited and Others (includes
corresponding Graph/Chart) III-30
Competitive Scenario in 2004 III-30
Malaysia III-31
Market Snapshots III-31
Competitive Scenario III-31
Table 24: Malaysian Interactive Automatic Call Distributor
Systems Market (2005): Percentage Market Shares of
Leading Companies - Avaya Inc., Nortel Networks Limited,
Ericsson Inc., Aspect Communications Corporation and
Others (includes corresponding Graph/Chart) III-31
Philippines III-31
Market Overview III-31
Major Players in the Domestic Market III-32
Table 25: Automatic Call Distributor Systems Market in
Philippines (2005 - 2007): Percentage Market Shares of
Leading Companies - Avaya Inc, Nortel Networks Limited,
Aspect Communications Corporation and Others (includes
corresponding Graph/Chart) III-32
Thailand III-32
Market Overview III-32
Table 26: Interactive Automatic Call Distributor Systems
Market in Thailand (2005 - 2007): Percentage Market Shares
of Leading Companies - Avaya, NEC, Nortel, Aspect,
Ericsson and Others (includes corresponding Graph/Chart) III-33
Taiwan III-33
Market Snapshots III-33
Major Players in the Domestic Market III-34
Table 27: Interactive Automatic Call Distributor Systems
Market in Taiwan (2005 - 2007): Percentage Market Shares
of Leading Companies - Avaya Inc, Nortel Networks Limited,
Alcatel Inc. and Others (includes corresponding
Graph/Chart) III-34
B.Market Analytics III-35
Table 28: Asia-Pacific Recent Past, Current and Future
Analysis for Automatic Call Distributor Systems by
Geographic Region - India, China, Australia, South Korea,
Philippines, and Rest of Asia - Pacific Markets
Independently Analyzed by Annual Sales in US$ Million for
the Years 2000 through 2010 (includes corresponding
Graph/Chart) III-35
Table 29: Asia-Pacific 10-Year Perspective for Automatic
Call Distributor Systems by Geographic Region - Percentage
Breakdown of Dollar Sales for India, China, Australia, South
Korea, Philippines, and Rest of Asia-Pacific Markets for
the Years 2000, 2006 & 2010 (includes corresponding
Graph/Chart) III-35
5. Latin America III-36
A.Market Analysis III-36
Current & Future Analysis III-36
Market Scenario III-36
A Growing Call Center Market III-36
B.Market Analytics III-37
Table 30: Latin America Recent Past, Current and Future
Analysis for Automatic Call Distributor Systems by
Geographic Region - Brazil, Mexico, Argentina and Rest of
Latin America Markets Independently Analyzed by Annual
Sales in US$ Million for the Years 2000 through 2010
(includes corresponding Graph/Chart) III-37
Table 31: Latin America 10-Year Perspective for Automatic
Call Distributor Systems by Geographic Region - Percentage
Breakdown of Dollar Sales for Brazil, Mexico, Argentina,
and Rest of Latin America Markets for the Years 2000, 2006 &
2010 (includes corresponding Graph/Chart) III-37
6. Rest of World III-38
Market Analysis III-38
Table 32: Rest of World Recent Past, Current and Future
Analysis for Automatic Call Distributor Systems Markets
Independently Analyzed by Annual Sales in US$ Million for
the Years 2000 through 2010 (includes corresponding
Graph/Chart) III-38
IV. COMPETITIVE LANDSCAPE
Warranty Information
This report is offered in PDF format via e-mail. Once downloaded, the PDF can’t be copied to another computer. The user is permitted to print one full copy of the report. Extra copies or licenses may be purchased at 10% of the list price.
Find Similar Products by Category
Currency Converter
Choose a currency below to display product prices in the selected currency.
Add to Wish List
You Recently Viewed...
All prices are in USD. Copyright 2010 Electronics.ca Publications.
|
| About Us | Contact us | Ordering Information | RSS | Terms and Conditions | Privacy policy |
Electronics.ca™ is a global research network serving the industry, corporations and investment banks. |
