The Universal Queue: Industry Report

The Universal Queue

Product Type: Market Research Report
Published by: Datamonitor
Published: January 2003
Product Code: R313-5490

Description

Introduction
This brief looks at the market for Universal Queue solutions in contact centers.

Scope
Global report, with an emphasis on Western Europe & US

Covers market for ACDs and CTI

Report Highlights
The brief looks at who is implementing UQ and why, including offering end-user perspective. In addition, it analyzes the competitive landscape and future trends, including the growth of the technology market and the growth in multimedia contact centers.

Reasons to Purchase
Understand the uptake of multimedia and universal queue solutions in call centres

Strong end-user perspective

Market forecasts to 2007

Table of Contents

ABOUT DATAMONITOR

SECTION 2 ACTION POINTS

Outline of the brief

Four key things you need to know about univeral queuing

Switch independence is vital for long term success

Mature markets offer the best medium term opportunity for vendors

Vendors must offer modular solutions and pricing models

Integration must be broader than just switch integration

SECTION 3 JUSTIFICATION

What is a universal queue?

Why implement a universal queue, and who is doing it?

Drivers and inhibitors

Where are universal queue solutions being implemented?

End-user perspective

Competitive landscape

Traditional ACD vendors

IP-ACD vendors

Non ACD vendors

Competitor identification

SECTION 4 THE FUTURE DECODED

The value of routing

The growth in multimedia call centers

SECTION 5 APPENDIX

Future readings

SPP writing team

Report Authors

Sales enquires

How to contact experts in your industry

Ordering and More Information

Price and Delivery Options

MindBranch has been the leading provider of industry and investment research from more than 550 independent research firms since 1992. With over 90,000 market research reports, MindBranch is your trusted source of competitive business intelligence.