INTRODUCTION
What is this report about?
Traditional customer care software (TCCS)
eServices
Who is the target reader?
How to use this report

MARKET CONTEXT
Introduction
Key findings
Market size
Market segments
Traditional customer care software (TCCS)
eServices
Drivers and trends
Traditional customer care software
End-user business drivers
Conclusions

CUSTOMER FOCUS
Introduction
Key findings
Vertical market revenues split
Customer identification
Financial Services
Communications
Technology
Commercial Transport/Logistics
Retail/Remote Shopping
Outsourcers
Healthcare
Entertainment
Government
Manufacturing
Travel and Tourism
Utilities
Call center size band
Branding and marketing
Importance of multi-channel strategy
Distribution channels/partnership strategies
Direct Sales
The ASP model
Conclusions

COMPETITIVE DYNAMICS
Introduction
Key findings
Competitor identification
Apropos
Ask Jeeves
Avaya
Chordiant Software
Clarify
Computer Associates (CA)
eGain
divine (formerly eShare Communications)
Firepond
Interactive Intelligence (InIn)
Kana
NativeMinds
Onyx
PeopleSoft
Pivotal
Point Information Systems (PIS)
Primus Knowledge Solutions
RightNow Technologies (RNT)
SAP
ServiceWare
Siebel Systems
Competitive structure
Conclusions

THE FUTURE DECODED
Introduction
Key findings
Service automation software to 2006
Market forecast
Traditional customer care software
Market forecast
Future trends
An increasing share of traditional customer care software sales will come from
emerging markets
eServices
Market forecast
Future trends
In two to three years, the eServices market will not exist as a stand-alone
market
Conclusions

ACTION POINTS
Introduction
Key findings
Conclusions

APPENDIX
Supplementary data
Definitions
Vertical markets
Research methodology
Rounding errors
Datamonitor services
CRM SPPs
Consultancy
How to contact experts in your industry