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Under a recent proposal, November 1, 2008 would have marked the beginning of a new fee levied by Verizon on message aggregators for outbound text messages sent to Verizon's more…

Enterprises today need immediate access to information -be it financial, regulatory, customer, strategic, market-related or other -in order to make the right decisions, offer more…

This annual report offers a wealth of information on the trends and developments taking place in the worldwide m-commerce and c-commerce sectors. The report provides analyses more…

Overview Mobile payment systems have been developed in recent years to facilitate purchases of products, services, and content in mobile and electronic commerce and at more…

NEW RESEARCH REPORT BY MERCATOR ADVISORY GROUP This report is the second of three reports that provides a thorough analysis of the growth and ongoing development of the more…

“Our report provides the first independent forecast of growth in wireless network traffic. We show that fixed- mobile substitution and rapid growth in take-up of more…

Overview Introduction The on-demand CRM model is expected to witness solid growth rates over the medium term. However, many on-demand vendors are witnessing unique competitive more…

Increase of investments in improving customer service, productivity of customer-facing employees, marketing automation and sales force automation are driving sales of CRM more…

Increase of investments in improving customer service, productivity of customer-facing employees, marketing automation and sales force automation are driving sales of CRM more…

OSS/BSS solutions are simple, unified and cost effective means of managing business operations and help communication providers to focus on revenue generation and customer more…

Financial institutions (FIs) and banks are increasingly exploring the potential of mobile devices to better serve their customers. Reliable and growing numbers of deployed more…

Summary Due to declining ARPU Japanese mobile operators are creating new streams of income independent of voice or data traffic. This paradigm shift led DoCoMo to invest in more…

“Service providers recognise that they need to launch new services to compensate for the decline in fixed voice and the decelerating growth of mobile voice revenue, but more…

This research service looks at market trends, drivers, and restraints for the North American hosted IVR services market. The study also provides market size, market share, and more…

This research service looks at market trends, drivers, and restraints for the EMEA hosted IVR services market. The study also provides market size, market share, revenue more…

“By March 2008, 68% of the world's subscriber base was prepaid, accounting for 2.37 billion subscriptions. Prepaid is growing, with new services such as mobile data more…

This research service provides a comprehensive overview of the Kenyan call centre market by presenting the size and expected growth rate of the call centre market, the more…

The market for contact center solutions in Latin America has already reached a level of relative maturity, composed mostly by international and regional participants. However, more…

This research service from the Mobile CRM business and financial services group highlights growth sectors of notable interest and also provides a comprehensive financial more…

Abstract Overview Introduction Datamonitor's on-demand Customer Relationship Management (CRM) market forecast model provides a comprehensive assessment of revenue oppo more…

This report provides service providers, venders, operators,venture capitalists, credit card companies, banks and financial institutions with a complete view of the mobile more…

This research service looks at market trends, drivers, and restraints for the North American agent performance optimization (APO) market, with particular emphasis on Quality more…

NEW RESEARCH REPORT BY MERCATOR ADVISORY GROUP This report is the first in our annual series of three reports that provides a thorough analysis of the growth and development more…

This report provides the most up to date view of the mobile money transfers market presenting market projections on subscriber take-up, transaction sizes and volumes. It more…

This report examines the innovations being brought to pricing strategies in the mobile market, in particular the pricing schemes for the three most commonly used mobile more…

I. EXECUTIVE SUMMARY The Caribbean Nearshore market continues to expand its distinct niche within the service globalizationoutsourcing trend. Its competitive metacare ™ more…

The Telecom Billing and Charging Market report pinpoints what billing capabilities look most fruitful and which vendor players are making a difference. The study is really two more…

Abstract This IDC study, which is a translation of the Japanese report IDC #J8240104, presents an analysis of the IP contact center (IPCC) system market in 2007 as well as more…

Overview This focused report provides the most up to date view of the contactless Near Field Communication (NFC) mobile payments market and includes a six year forecasting more…

Abstract "Global Retail Insights strongly believes that given the turbulent economic situation, strengthening relationships with industry partners, customers, and other more…

This mobile report focuses on payments that are made remotely via premium rate SMS, WAP billing, Mobile Web, Dined-to- sudscribers' bill and direct to credit cards. The report more…

This research study looks at market trends, drivers, and restraints for the North American hosted contact center market. It also provides market size, market share, forecasts, more…

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, more…

Increase of investments in improving customer service, productivity of customer-facing employees, marketing automation and sales force automation are driving sales of CRM more…

Report Introduction Over twenty years after the first credit card was launched in China, and six years since the Chinese banks were unified in under a nationwide network, more…

Plastic payment swipes are ushering in a new world of self-service buy-and-pay applications, with American consumers increasingly using self-checkout stations at grocery more…

Abstract Overview Introduction This report will explore the impacts of the growth of online banking channels for vendors and end users. Scope C more…

Overview Introduction An overview of the ongoing shifts in global contact center outsourcing attrition trends, as well as an analysis of pricing and cost issues. Scope more…

Since 2004, NTT DoCoMo, the largest mobile carrier in Japan, has been operating a proximity mobile commerce platform that offers a variety of functions including, but not more…

Abstract Overview Introduction Online consumer payment volumes continue to grow rapidly as more consumers warm to the online experience and begin to purchase goods and more…

During 2007, Latin America maintained a favourable economic situation that allowed growth in nearly all the countries of the region. Driven by this positive environment, the more…

This research study looks at market trends, drivers, and restraints for the EMEA agent performance optimization (APO) market, with particular emphasis on quality monitoring more…

Description There is an increasing level of activity in areas relating to what many people have termed the "mobile wallet". This includes technology, applications and services more…

As we move towards the so-called ‘cashless' society, and consumers increasingly want the ability to make payments online and on their mobile phones - safe in the more…

Prepaid Evolution 2008 to 2012: Wireless, Card & Internet Opportunities explores each of the individual prepaid products, wireless, phone card, and Internet, at great length. more…

While the use of high-tech electronic substitutes for cash was always expected to infiltrate developed markets such as Japan, mobile wallets and electronic transfers were more…

This report provides a quantitative analysis of the mobile payment market for the 2007- 2012 period. Despite great uncertainties, Ovum has tried to provide a realistic picture more…

Overview Next Generation Networks (NGN) promises a high quality end-user experience. Telecommunications service providers expect the NGN framework to provide them with tools more…

Abstract In this study, IDC provides CRM applications market forecast data for Western Europe. The Western European CRM applications market is segmented and forecast by more…

Overview Introduction For the past 10 years the primary motivation to purchase hosted contact centers has been to reduce cost. But if growth is to continue, then vendors must more…

This report reviews case studies of the mobile payment market and shows how this market is progressively moving towards the rollout of a new generation of services. However, more…

Overview Mobile person-to-person payments and transfers (mobile P2P) offer the first income-generating step for financial institutions on the pathway to full mobile banking more…

FACTS AT A GLANCE: Most comprehensive report covering worldwide market; Data-intensive research - An imperative for the serious player!; Designed to empower the quality more…

This study discusses market and technology trends and provides market sizing, market shares and forecasts for premise-based and hosted applications serving the North American more…

Beijing Union Mobile Pay (UMPay) is the largest mobile payment service provider in China, the largest single mobile phone market in the world. Since established in 2003, UMPay more…

Abstract Overview Introduction A heterogeneous mélange of cultures, languages, consumers and countries categorize the Asia-Pacific (APAC) contact center market. more…

Overview Introduction A survey of users of contact center outsourcing services, across a wide veariety of geographic and vertical markets. more…

Introduction A statistical overview of technology deployments in contact centers. Scope An overview of contact center technology trends in APAC. Broken d more…

Introduction A statistical overview of technology deployments in contact centers Scope An overview of contact center technology trends in Brazil Broken d more…

Abstract Overview Introduction This project details the principal contact center outsourcing vendors, and provides analysis on their capacities. Scope more…

Overview Introduction This brief will provide vendors with strategies to develop an optimal solution to gain more share in the IVR market in a changing infrastructure more…

Overview Introduction The open standard software-based approach in IVR technology is proliferating at a rapid rate in the market as businesses demand greater flexibility, agil more…

Introduction In today's highly competitive market where consumers are less loyal than ever, insurers must retain and grow their most profitable customers, all while minimizing more…

NEW RESEARCH REPORT BY MERCATOR ADVISORY Mercator Advisory Group announced today the availability of its latest report, International B2B Payments: State and Future of the more…

Overview Introduction Economic indications show that 2008 is going to be a tough year for many on the financial front. The contact center projects that are likely to be hit ha more…

Overview Introduction This report combines the two briefs from the CRM theme for Q4 2007. Areas covered include market conditions and developments across the L&P and P&C secto more…

Automated speech applications in customer service and support environments have a reputation for being expensive and difficult to implement. In this whitepaper, we will more…

The Asia-Pacific B2C E-Commerce report analyzes the huge changes that are realigning this massive but still fast-growing online marketplace. While China and India are both more…

The number of end-user organizations deploying hosted contact centre solutions has been rising rapidly in the past few years. The markets are poised to grow out of the early more…

Overview Introduction In order to thwart competitive threats and capitalize upon new opportunities, insurers must refocus around the customer and utilize Customer Relationship more…

Overview Product Categories Self-Checkout Station: a retail-based device for self-service check out that typically includes an ATM (automated teller machine), bar code sc more…

Overview Introduction Integration of communication channels is the key to optimizing customer service and improving customer retention rates.Over the next several years IP wil more…

Overview Introduction This theme covers the changing trends in the global IVR market. It highlights the market drivers and opportunities, strategy to be adopted to be more…

Overview Introduction This report combines all three briefs from the voice business theme for Q4 2007. It provides an overview of drivers and trends across the global IVR mark more…

This research study provides market size, market share, forecasts and breakdown of the North American contact center applications market by application, contact center size, more…