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North American ACD Systems MarketProduct Type: Market Research ReportPublished by: Frost & Sullivan Published: April 2004 Product Code: R1-2725 Description With nearly 70 percent of the large contact center end-user market being saturated, vendors of automatic call distributors (ACDs) have started redirecting their product development efforts toward the under-penetrated small- and medium-sized enterprise (SME) segment. Since price-to-performance ratio is the most important purchase criterion for users in this segment, vendors have to structure product packages to include all commonly used ACD features and functions. The downside of this initiative is that customization will have to be compromised on. On the other hand, vendors can expect a surge in revenue as this segment is expected to show robust growth rates of 15 percent from 2004.Table of Contents 1 NORTH AMERICAN ACD SYSTEMS MARKET North American Contact Center Market Overview Introduction Product Definition Total Contact Center Market Engineering Measurements Total Number of Contact Centers Forecast Total Contact Center Solutions Forecast Total Contact Center Solutions Vertical Market Analysis Revenue Breakdown - U.S & Canada North American ACD Market Analysis Market Engineering Measurements Market Challenges Market Trends Market Drivers Market Restraints Revenue Forecasts Size of Contact Center Revenue Breakdown Pricing Analysis Competitive Analysis Competitive Structure Market Share & Vendor Profiling Strategic Analysis Strategic Recommendations Frost & Sullivan Awards for 2004 |
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