WORLDWIDE CTI MARKETS STRATEGIES, FORECASTS TO 2002

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Report No. A803798279  160+Pages 55 Tables and Figures 1998   

    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

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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