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IP: The future of the ACD ?(Europe)Product Type: Market Research ReportPublished by: Datamonitor Published: May 2001 Product Code: R313-9006 Description The emergence of an IP-ACD market is currently the most important development in the call center world. The use of IP telephony within the call center will eventually shake up the ACD market and change call centers entirely - not just in terms of infrastructure but also in terms of the way they service calls. The competition is intensifying as voice and data converge. New vendors emerging from the data world are rapidly invading the space of traditional ACD vendors, threatening to take over what has been the preserve of a small number of companies for many years. The question is: when exactly will IP based technologies become mainstream? Or, have vendors been too quick to predict the death of the traditional ACD? Datamonitor's report 'IP: The Future of the ACD?' answers these questions and examines the dynamics of the European IP-ACD market over the next five years. Tracking the market from infancy to adolescence, this report identifies the drivers and inhibitors of the market and reveals the impact IP-based technologies will have on call centers and hardware and software vendors.Table of Contents LIST OF FIGURESLIST OF TABLES INTRODUCTION What is this report about? Who is the target reader? How to use this report Technical definitions MARKET CONTEXT Introduction Key findings Why a report on IP-based contact center solutions? The convergence of voice and data Pure IP solutions and hybrids Pure IP solutions Hybrids Benefits of IP Drawbacks of IP Drivers and trends Internet and eServices: from call centers to multimedia contact centers ASP and outsourcing From proprietary systems to commodities? Acquisitions and alliances IP-ACD revenues by country IP-ACD revenues by vertical sectors Conclusions CUSTOMER FOCUS Introduction Key findings How IP could change your call center From agents to universal agents? Homeworking From isolated call centers to distributed virtual IP contact centers? Early adopters Convincing the majority Conclusion COMPETITOR DYNAMICS Introduction Key findings Old versus new The incumbent ACD vendors Avaya Nortel Alcatel/Genesys Siemens Aspect The new players Cisco 3Com CosmoCom Conclusion THE FUTURE DECODED Introduction Key findings Likely: a sensible approach to IP Uptake and total IP-ACD revenues Pure IP-ACDs and hybrids New IP-ACDs and upgrades IP-ACD revenues by country IP-ACD revenues by vertical market High uptake: the IP revolution Total IP-ACD revenues Pure IP-ACDs and hybrids New IP-ACDs and upgrades IP-ACD revenues by country IP-ACD revenues by vertical market Low uptake: recession and skepticism Total IP-ACD revenues Pure IP-ACD and hybrids New IP-ACD revenue and revenue from upgrades Total IP-ACD revenues by country IP-ACD revenues by vertical market Conclusions ACTION POINTS Introduction Key findings Hybrids and migration paths: two necessary evils Vendors must provide clear and realistic migration paths to their customers Vendors must stimulate the growth of the market naturally by giving their customers a choice between pure IP-ACDs and hybrids when possible Vendors must understand the importance of image in this particular market Vendors must educate end-users about the advantages and disadvantages of IP if they want the uptake rate of IP-ACD to grow significantly As a complement to education vendors must demonstrate how their IP solution can benefit call centers First in, last out? Understand the dynamics of the IP-ACD market Vendors must understand that almost a third of their revenues will come from upgrades Vendors must understand that hybrids will dominate the market between 2001 and 2003, and that pure IP-ACDs will only become important when the market starts maturing Understand that the perception end-users have of IP-ACDs has more effect on the market as a whole than national or international economic growth Outsourcers should understand how to take advantage of IP to diversify their services Call center managers should consider preparing for migration Conclusion APPENDIX General definitions Research methodology References Relevant links SPP writing team How to contact experts in your industry (c) Datamonitor 2000. All Rights Reserved. |
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