WORLDWIDE CTI MARKETS STRATEGIES, FORECASTS TO 2002
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Internet access solutions for the Consono Call Centre are available. The Internet/WWW link provides communication tools positioned to permit companies to use the Web as a marketing device. Callers are able to click on an icon , when visiting a company's Web site and connect, via their PC the call centre using voice over IP.
The open application server enables application developers and systems integrators to build combined call control and media control applications that seamlessly connect to Ericsson's Consono MD110 Private Branch Exchange (PBX). As new network elements emerge, MD110 customers can keep existing applications while adding new advanced call and media capabilities. With open application server, Ericsson customers will be able to migrate from a traditional automatic call distribution (ACD) center to a modern skills based contact center that can route calls as well as e-mail, web requests or fax.
WORLDWIDE CTI
MARKETS STRATEGIES, FORECASTS TO 2002
Service
Provider and Enterprise Voice and Data Network Convergence:
Impact
of the Internet
Call
Centers
Voice
Messaging
Internet
(IP) Telephony
The Study Addresses These Questions:
·
What are the
high growth market sectors?
·
How do
companies position?
·
How are
server products?
·
What is the
impact of desktop CTI?
·
What are
interesting technologies?
·
What are the
successful strategic market alliances?
·
Why are
companies making strategic alliances?
·
Who are the
best partners?
·
What are
emerging market directions?
You NEED This Study
CTI represents as essential aspect of the convergence
of voice and data networks. CTI
provides interface logic to permit computers and telephones to be
interconnected. CTI systems
reach a large number of industry and functional market segments because of
the broad functionality offered.
Selected New
Market opportunities
COMPANIES
PROFILED
ACTIVE VOICE CORP
ALCATEL
APROS
ASPECT TELECOMMUNICATIONS
AVT CORPORATION
BROOKTROUT TECHNOLOGY
CENTIGRAM COMMUNICATIONS
COMVERSE
BOSTON TECHNOLOGY
DIALOGIC
EDIFY
ERICSSON
FUJITSU
GLENAYRE TECHNOLOGIES
HOMISCO
INTERVOICE
LUCENT
OCTEL
MITEL
NATURAL MICROSYSTEMS CORP
NEC
NORTEL
SCO
SIEMENS BUSINESS COMMUNICATION SYSTEMS
VOCALTEC
REPORT OUTLINE
Executive Summary
1.
CTI market description
Impact of Internet
Convergence of voice
and data
Definition
Computer Connectivity
Computer Telephony
Integration
Interface function
CTI value added
services
CTI features are
enabled by Computer application software.
Outbound call center
Inbound Call
Management (ICM)
On hold messaging
Voice messaging
Desktop CTI
solutions
2. cti market forecasts
CTI market segments,market
shares, and forecast summary
CTI market shares
CTI summary forecasts
CTI regional market
analysis
CTI interface logic markets
Call centers
Service operator call
centers
PBX call centers
voice messaging
Service provider voice
messaging
Enterprise messaging
systems
Virtual office
IP telephony
Server and desktop CTI
CTI servers
PC-based CTI
3.
cti product descriptions
CTI
Aspect CTI System
Nortel's OC-3
Express
Fujitsu
Dialogic
NATURAL MICROSYSTEMS
AVT
Alcatel
Ericsson
Nortel
Antares
Brooktrout
Technologies
CTI desktop systems
Fujitsu
Rolm
Nortel DMS CTI
Dialogic
Ó Groupe Cerveau
call centers
Incoming call
distribution
Outgoing call
automation
Call recording
Aspect integrated
call centers
Dialogic
itel call centers
Nortel
Fujitsu
Alcatel
Ericsson
Voice messaging
Lucent/Octel
Brooktrout
Boston Technology/Comverse
Comverse
Glenayre
Itawsu
Unified Messaging
Internet telephony
Lucent
Vocal Tec
Siemens Business
Communication Systems
Nortel
Ericsson
Dialogic
Brooktrout
Real-time IP Fax
Siemens
Brooktrout
Technologies
Rolm
CTI servers
Microsoft Internet
Server
Siemens Nixdorf
Internet server
IBM E-commerce
servers
BEA / Tibco
Mitel servers
Fujitsu
SCO / Dialogic open
CTI UNIX server
Edify servers
Alcatel
Ericsson enterprise
open application server
Intelligent fax products
Voice information systems
4.
cti Technologies, Capabilities, Benefits
CTI Applications
Call Centers
Interactive voice
response
Automatic call
distributor
Automatic number
identification
Dialed number
identification service
Security Mechanisms
Passwords
Anti-piracy Vaccine
Sabotage Detection
Disk Mirroring
Operating system
security
Messaging support
Media control
framework
Fast caches
EDO RAM
Pipelining
Fiber channel
Universal serial bus
Service provider
interface (SPI)
Core media services
Administration agent
Media/call control
connectivity
standards
TAPI
SCSA open systems
ECTF
SCSA focus and
elements
Modular CT Elements
Client/Server
Connectivity
5. CTI COMPANY PROFILES
LIST OF TABLES AND FIGURES
FORECASTS
OF CTI equipment 1997 To 2002
Worldwide Market Shares 1997
Worldwide Market Revenue/Units, 1997 to 2002
CTI market growth factors
CTI functional components
Proprietary versus open
systems
Cti interface functions hub
CTI benefits
Outbound call center
functions
Call Ccnter
system
Call Center management
Inbound Call Management (ICM)
functions
Voice messaging features
Voice messaging functions
Desktop CTI
feature/function
CTI Market Driving Forces
CTI Market Segments
CTI Market Share Summary
Summary Forecast, CTI
CTI Regional Market Analysis
CTI Interface Logic
High End Call Center
Low End Call Center
Advantages Of Voice Mail
Voice Mail Application Tasks
Voice Mail Vertical Markets
Voice Messaging Useages and Pricing Information
Provider Voice Messaging
Enterrprise Voice Messaging
Home Office Workers
IP Telephony Solutions Targets
Internet Telephone Equipment
Internet Purchases Market
Internet Telephone Users
Internet Telephone
CTI Server Shipment Market
Desktop CTI Shipment Market
Driving Forces Desktop CTI
Drivign Forces CTI Fax
Dialogic CTI product
offerings
Natural Microsystems CTI
Strategic product positioning.
BrookTrout Technologies CTI
Desktop computer telephony
Alternatives for incoming
calls
Aspect call center strategy
Fujitsu IntelliCenter
features.
Alcatel call processing
server
Comverse/Boston Technology
Brooktrout IP/telephony
Siemens Voice/Fax System
Brooktrout IP fax boards
Alcatel CTI Cooperative
Pentium processor pipelines
Advantages of service
provider interfaces
Elements in SCSA
architecture
SCSA media control
framework
REPORT METHODOLOGY
This is the twenty-seventh in a series of market forecasts of
communications, telecommunications, and computer and telephone equipment.
Interface equipment and applicaitons integration form an integral
part of telecommunicaitons/data communicaitons market convergence.
The project leaders have significant experience preparing industry
studies. Forecasts are based on
primary research and proprietary data bases.
In-depth interviews are conducted with a broad range of key vendor
and user participants in the market. Opinion
leaders are interviewed to determine market directions and new product
features needed.
about
the company
WinterGreen Research, founded in 1985, provides strategic market
assessments in telecommunications, communications equipment, health care and
advanced computer technology. Industry
reports focus on opportunities that will expand existing markets or develop
major new markets. The reports
assess new product and service positioning strategies; new and evolving
technologies; and technological impacts on products, services, and markets.
Market shares are estimated. Leading
market participants are profiled, and their marketing strategies, acquisitions,
and strategic alliances are discussed. The
principals of WinterGreen Research have been involved in analysis and
forecasting of international business opportunities in telecommunications and
advanced computer technology markets for over 30 years.
about
the principal authors
Ellen T. Curtiss, Technical Director, co-founder of WinterGreen
Research, conducts strategic and market assessments in technology-based
industries. Previously she was a
member of the staff of Arthur D. Little, Inc., for 23 years, most recently as
Vice President of Arthur D. Little Decision Resources, specializing in strategic
planning and market development services. She
is a graduate of Boston University and the Program for Management Development at
Harvard Graduate School of Business Administration.
Susan Eustis, Vice President, co-founder of WinterGreen Research,
has done research in communications and computer markets and applications.
She holds several patents in microcomputing and parallel processing.
She is the author of recent studies of the Regional Bell Operating
Companies' marketing strategies and of a study of Internet and Intranet markets.
Ms. Eustis is a graduate of Barnard College.
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Worldwide CTI
Markets, Strategies, Forecasts to 2002
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