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Report No. J191912319609  300+Pages 125 Tables and Figures    2000   

   Unified messaging solutions are used to manage customer calls to or from a company. Customer details located in an application or company database are accessed by unified messaging technology. Automatic presentation of customer details on the screen of an agent who is managing a conversation, keep the agent up to date about the customer profile during a call.

    Customer information saves the agent time and increases the level of customer service offered. Unified messaging is possible because the telephone system gives the computer the customer telephone number and the computer cross references that number with its information records, enabling display of customer information details automatically on an agent screen.

    Unified messaging is provided by the equipment manufacturers that offer interface solutions. A range of unified messaging solutions are relevant in call center, multimedia messaging, call logging, call management, call screening, conference management, call routing, telemarketing, preview calling, and predictive outbound calling situations.

    Messages in the mailbox can be viewed, listened to, stored and retrieved by a personal computer or the telephone, regardless of the form in which they were created.

    Unified messaging allows users to create an environment to access and manage messages in one mailbox. Quicker response time and flexibility is provided through device independence. For example, users can listen and respond to important e-mail messages on the road without having to log onto their PC.




Unified Messaging

Market Strategies and Forecasts, 2000-2005






-Unified Messaging Market Definition-

-Unified Messaging Market Forecasts-

-Unified Messaging Products-

-Unified Messaging Technology-

-Unified Messaging and Applications on Tap Company Profiles-







This is the Forty-Third Report in a Series of Market Forecasts in Communications, Telecommunications, the Internet, and Computer and Telephone Equipment.  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 participants and opinion leaders in the market.




Stay Up To Date With The Cutting Edge of Unified Messaging






Unified Messaging Market Definition


-Media Conversion

-Combined Voice Messaging,

   Email, and Fax Messaging

-Inefficiencies and Limitations

-Expanding Functionality

-Provider Portfolio of Unified

   Messaging Services

-Web-Based Applications

-Premium Services

-Enterprise Unified Messaging

-Consolidated Wireless Messaging


-Technology Innovations

-Multimedia Contact Center

-Desktop PC Unified Messaging

-Interface Function

-Server-Centric Architecture

-The Emergence of Network



-Rentable Applications

-Convergence of Voice and Data

-Network Connectivity/Open Systems


-Virtual Office

Unified Messaging Market Forecasts

-Internet Market Opportunity

-Internet Users

-Internet Hosts

-Market Driving Forces

-Summary Markets

-Unified Messaging Market Trends

-Framework for Converged Solutions

-Unified Messaging Market Segments

-Unified Messaging Market Segments

-Unified Messaging Services

-Unified Messaging and Knowledge


-Voice Messaging

-Web Hosting

-Internet E-Mail Markets

-Applications on Servers

-Fax Messaging

-Intelligent FAX Products

-Voice Information Services

-Interactive Voice Response

Unified Messaging Products

-Framework for Converged Solutions

-On Hold Messaging

-Voice Messaging

-Unified Messaging


-Application Hosting


-Microsoft Exchange Server


-Third-Party Fax Servers



-Using Unified Messenger

-Voice Messages

-E-Mail Messages

-Fax Messages

-Octel Unified Message Servers

-Octel Integration with

   Exchange Server

-Client Universal Messaging

-Lotus Messaging Switch

-IBM MQSeries

-Service Provider Unified Messaging

-Announcement Services

-Consolidated Wireless and

   Wireline Messaging Services

-Active Voice


-Alcatel Unified Messaging

-Microsoft Outlook

-Lotus Message Migration

-Oracle Internet Messaging


-Alcatel Platform

Unified Messaging Technology

-Media Conversion

-Enterprise Forwarding and

   Reply Voice Messaging

-Broadcasting of Messages

-Unified Messaging Interface Logic

-Messaging and Calendar


-Addressing Support

-Certification Testing

-Interactive Voice Response

-Security Mechanisms

-Fast Caches



-High Speed Bus Fiber Channel

-Service Provider Interface

-Core Media Services

-Administration Agent


-Server Architecture

-Server Positioning

-Server Resources

-Integration Versus Embedded


-Managing Changes to Directory





Unified Messaging and Applications on Tap Company Profiles

-Active Voice Corp


-AVT Corporation

-Brooktrout Technology

-Callware Technologies

-Centigram Communications







-Call Technologies

-Natural Microsystems Corp




-Siemens Business

   Communication Systems







Many of these Key Topics Have Phenomenal Subcategories






Key Tables and Figures

-Summary Forecast, E-mail and Messaging Shipment

   Markets, Dollars 1997-2004

-Unified/Voice Messaging, E-mail Market Shares, 1999

-Messaging Inefficiencies and Limitations

-Unified Messaging Functionality and Positioning

-Aspects of a Diverse Unified Messaging Portfolio

-Key Unified Messaging Technology

-Unified Messaging and Server Centric Strengths

-Messaging Options of Rentable Applications

-Unified Messaging Functional Components

-Proprietary Versus Open Systems Issues

-Home Office/Traveling Workers, 1997-2002

-Internet Purchases Market Forecast, Dollars, 1997-2003

-E-commerce Software Applications

-Growth of Internet Users Worldwide, 1995-1999

-Internet Users Forecast, 1997-2003

-Worldwide Internet Users, 1997-2003

-Consumer Electronic Product and Services Penetration,

   Seven Years

-Penetration Rates of Consomer Electronic

-Products and Services, First Seven Years

-Worldwide/European Internet Hosts

-U.S. Internet Hosts, 1999

-Unified Messaging Market Driving Forces/Shifts

-Summary Forecast, E-mail, and Messaging Shipment

   Markets, Dollars 1997-2004

-Unified/Voice Messaging, E-mail, Market Shares, 1999

-Unified Messaging Applications/Benefits

-Unified Messaging Equipment Market Segments

-Unified Messaging Connectors and Adapters

-Unified Messaging Regional Market Analysis

-Unified Messaging and E-mail Regional Market Analysis

-Enterprise Unified Messaging Market Shares/Forecasts,


-Service Provider Unified Messaging Market

   Shares/Forecasts, 1999-2004

-Advantages of Voice Messaging

-Voice Mail Application Tasks/Vertical Markets

-Enterprise Voice Messaging Market Shares/Forecasts,


-Carrier Voice Messaging Pricing

-Service Provider Voice Messaging Market Shares/

   Forecasts, 1997-2004

-Enterprise Web Hosting Market Forecasts, 1998-2004

-Client Server and LAN Based E-Mail System Installed

   Base/Shipments, 1999

-Enterprise E-mail Market Shares/Size, 1997-1999

-Enterprise E-mail Market Forecasts, 1999-2004

-Open Source Software Model Contribution to Internet

-Open Source Software Development Benefits Accrued

   from Internet

-Prevalence of Open Source Software on the Internet

-Driving Forces for Expansion of the Fax Market

-Installed Base Voice Mailboxes, 1999

-Unified Messaging Applications

-Voice Messaging Features/Functions

-Comverse/Boston Technology Functional Packages

-Enhanced Service Platforms

-Interfaces Local Area Networks

-Multi-Media Messaging

-Unified Messaging Specifics

-Voice Synthesis Functions

-Web Hosting Functions

-Interliant's cc:Mail Service Features/Functions

-Microsoft Exchange Server Features

-Octel Unified Message Server Role

-Unified Messaging Features

-Server Staging of PC Messages

-Octel Unified Messenger Compatibility with Fax Server Products

-Unified Messenger System Benefits

-Exchange Server Functions

-The Octel Unified Message Server Role

-Lotus Features

-MQSeries Features

-IBM MQSeries Functions

-Soft-Switch Enterprise-Scale Tools for Management

-Enhanced Voice/Fax Messaging

-Internet Data Services Barriers

-Mobile Internet Opportunities

-Professional User Benefits

-Consumer Benefits of Remote Consumer Access

-Internet Positioning for Unified Messaging

-Prime Voice JFAX Options

-Primevoice JFAX Benefits

-Active Voice Advanced Unified Messaging

-Active Voice Communication Server/Unity Features

-Alcatel Voice Mail/E-Mail Features

-Alcatel Integrated Messaging Services Supported

-Alcatel Unified Message Application Modules/Appliance Features

-Microsoft Outlook Design Goals

-Domino MTA Functions

-Lotus Messaging Coexistence Products


-Key SMTP Message Transfer Agent (MTA) Features

-Lotus Message Interoperability

-Domino X.400 Lotus Message (MTA) Features

-Oracle Internet Messaging/Features

-Components Of Media Conversion

-Evolving Internet Industry Messaging Standards

-Message Broadcast

-Unified Messaging Interface Configuration Requirements

-Coexisting Messaging Systems

-Gateway Functions

-Message Transfer Agents (MTAs) Functions

-Messaging Switch Functions

-Interactive Voice Response Functions

-Pentium Processor Pipelines

-Advantages of Service Provider Interfaces

-Communications Server Architecture Features/Positioning

-Native System And Networking Tools

-Native NT Architecture

-Active Voice Strategy

-Centigram Products

-Dialogic Strategic Focus

-Interliant Customer Advantages/Core Services/Positioning

-Natural Microsystems Partners And Customers

-Nortel Unified Messaging Product Strategy

-Internet Network Services

-Oracle Internet Platforms

-Internet Applications Based on Internet Platforms

-Siemens Information and Communication Networks Divisions

-STC Software Partners

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 impact on products, services, and markets.  Market shares are provided.  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.  She is the author of recent studies on worldwide telecommunications markets and the Top Ten Telecommunications market analysis and forecasts.

Susan Eustis, 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, Internet equipment, and of a study of Internet and Intranet markets.  Ms. Eustis is a graduate of Barnard College.


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