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SUMMARY
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.
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
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