InfoTrack for Converged Applications: First-Half 2006 Contact Center Report

SUMMARY

Who's Winning In The Race For The Global Contact Center Market?

Key Findings from the Report

• Annual worldwide manufacturer revenues (hardware, software and licenses) are approaching $2.9B annually, exceeding previous forecasts.
• North American market leads all others but year over year volume growth is flat.
• Avaya leads all vendors in all regions (except Canada) with 31.5% of global revenues, followed by Genesys and Nortel.

Report Coverage

• Global coverage - US, Canada, APAC, CALA and EMEA
• Shipment (agents and systems) by size category by manufacturer and region
• Revenues by manufacturer by region
• Shipment information on 13 major manufacturers
• Market share by agents, systems and revenues for each region.

TABLE OF CONTENTS

INTRODUCTION

METHODOLOGY

EXECUTIVE SUMMARY

GLOBAL CC SHIPMENTS (AGENTS, SYSTEMS, REVENUES) - 1H 2006

• CC1.1 Agents Shipped by Vendor and Region (US, Canada, APAC, CALA, EMEA)
• CC1.2 Agents Shipped by Vendor and Region - Market Share
• CC1.3 Systems Shipped by Vendor and Region (US, Canada, APAC, CALA, EMEA)
• CC1.4 Systems Shipped by Vendor and Region - Market Share
• CC1.5 Revenue by Vendor and Region (US, Canada, APAC, CALA, EMEA)
• CC1.6 Revenue by Vendor and Region - Market Share

NORTH AMERICA CC SHIPMENTS BY SIZE (AGENTS, SYSTEMS) - 1H 2006

• CC2.1 Agents Shipped by Vendor and Size - NA
• CC2.2 Agents Shipped by Vendor and Size - NA - Market Share
• CC2.3 Systems Shipped by Vendor and Size - NA
• CC2.4 Systems Shipped by Vendor and Size - NA - Market Share
• CC2.5 Systems Shipped, Market Shares - US 2001 - 2005
• CC2.6 Agents Shipped, Market Shares - US 2001 - 2005
• CC2.7 Agents Shipped by Vendor and Size - US
• CC2.8 Agents Shipped by Vendor and Size - US - Market Share
• CC2.9 Systems Shipped by Vendor and Size - US
• CC2.10 Systems Shipped by Vendor and Size - US - Market Share
• CC2.11 Agents Shipped by Vendor and Size - Canada
• CC2.12 Agents Shipped by Vendor and Size - Canada - Market Share
• CC2.13 Systems Shipped by Vendor and Size - Canada
• CC2.14 Systems Shipped by Vendor and Size - Canada - Market Share

APAC CC SHIPMENTS BY SIZE (AGENTS, SYSTEMS)- 1H 2006

• CC3.1 Agents Shipped by Vendor and Size - APAC
• CC3.2 Agents Shipped by Vendor and Size - APAC - Market Share
• CC3.3 Systems Shipped by Vendor and Size - APAC
• CC3.4 Systems Shipped by Vendor and Size - APAC - Market Share

CALA CC SHIPMENTS BY SIZE (AGENTS, SYSTEMS)- 1H 2006

• CC4.1 Agents Shipped by Vendor and Size - CALA
• CC4.2 Agents Shipped by Vendor and Size - CALA - Market Share
• CC4.3 Systems Shipped by Vendor and Size - CALA
• CC4.4 Systems Shipped by Vendor and Size - CALA - Market Share

EMEA CC SHIPMENTS BY SIZE (AGENTS, SYSTEMS)- 1H 2006

• CC5.1 Agents Shipped by Vendor and Size - EMEA
• CC5.2 Agents Shipped by Vendor and Size - EMEA - Market Share
• CC5.3 Systems Shipped by Vendor and Size - EMEA
• CC5.4 Systems Shipped by Vendor and Size - EMEA - Market Share