CANADIAN ACD/CALL CENTRE MARKET REPORT
1998 EDITION
For information on obtaining September, 1998
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Table Of Contents
| About This Report | vi |
| A Note on Accuracy | vii |
| 1.0 EXECUTIVE SUMMARY | 1 |
 1.1.
The Canadian ACD/Call Centre Market at a Glance |
3 |
| 2.0 MARKET OVERVIEW | 5 |
| 2.1.
General |
5 |
| 2.2.
Revenues |
6 |
| 2.3.
Shipments and Installed Base |
8 |
| 3.0 PBX/KTS-INTEGRATED ACD | 10 |
| 4.0 STAND-ALONE ACD | 12 |
| 5.0 CENTRAL OFFICE-BASED ACD | 16 |
| 5.1.
Bell Canada’s Per Agent Service |
18 |
| 5.1.1. Basic Per Agent Service. |
19 |
| 5.1.2. Customized Announcements |
20 |
| 5.1.3. MIS Dial-Up |
20 |
| 5.1.4. Help Desk Responsibilities. |
21 |
| 5.1.5. Target Markets |
21 |
| 5.1.6. Market Results |
21 |
| 6.0 THIRD PARTY MIS SOFTWARE MARKET | 23 |
| 6.1.
Market Overview |
23 |
| 6.2.
Product and Company Overview |
25 |
| 6.2.1. Innings Telecom |
25 |
| 6.2.2. AAC Corporation |
27 |
| 6.2.3. Xentrax (IEX, Telecorp and Teknekron) |
29 |
| 6.2.4. Switchview |
31 |
| 6.2.5. Perimeter Technology |
35 |
| 6.2.6. Connectivity/Genesys |
38 |
| 7.0 TOLL-FREE NETWORK SERVICE | 40 |
| 7.1.
Overview |
40 |
| 7.2.
Introduction of "Post 800" numbers |
40 |
| 7.3.
Toll-Free Number Portability |
41 |
| 7.4.
Toll-Free Network Service Offerings |
42 |
| 7.4.1. Flexible Routing Features |
43 |
| 7.4.2. Route Advance/Overflow Routing |
43 |
| 7.4.3. Day of Week Routing |
44 |
| 7.4.4. Area Code Selection/Restriction |
44 |
| 7.4.5. Local Call Rating/Screening |
44 |
| 7.4.6. Call Information Features |
44 |
| 7.4.7. Announcement Features |
45 |
| 7.4.8. Special Services |
45 |
| 7.4.9. Toll -Free Support Service Offerings |
45 |
| 7.4.10. The Canadian Toll-Free Service Market |
46 |
| 8.0 TECHNOLOGY AND MARKET TRENDS | 51 |
| 8.1.
Technology Trends |
51 |
| 8.2.
Interactive Voice Response (IVR) |
51 |
| 8.3.
Computer Telephony Integration (CTI) |
53 |
| 8.4.
Internet Integration |
53 |
| 8.5.
Video Call Centres |
55 |
| 8.6.
Market Trends |
57 |
| 9.0 COMPANY PROFILES | 59 |
| 9.1.
ASPECT |
60 |
| 9.2.
CINTECH |
66 |
| 9.3.
COMPUTER TALK TECHNOLOGY (CTT) |
71 |
| 9.4.
EXECUTONE |
75 |
| 9.5.
LUCENT TECHNOLOGIES |
79 |
| 9.6.
MITEL |
85 |
| 9.7.
NEC CANADA |
91 |
| 9.8.
NORTEL |
96 |
| 9.9.
ROCKWELL |
103 |
| 9.10.
TOSHIBA |
108 |
List Of Tables, Exhibits And Figures
Table 1 Canadian ACD/Call Centre Market, 1995-2000 7 Figure 1 Canadian Toll-Free Market Revenues, by Carrier, 1997 49 Figure 2 Canadian Toll-Free Market Traffic, by Carrier, 1997 50 Exhibit 1 End-user Revenues & Market Shares, by Vendor, 1995-1998 114 Exhibit 2 System Shipments & Market Shares, by Vendor, 1995-1998 115 Exhibit 3 Agent Position Shipments & Market Shares, by Vendor, 1995-1998 116 Exhibit 4 System Shipments, by Vendor, by Size Segment, 1997 117 Exhibit 5 System Shipments in percent, by Vendor, by Size Segment, 1997 118 Exhibit 6 Agent Position (New) Shipments, by Vendor, by Size Segment 1997 119 Exhibit 7 Agent Position (New) Shipments in %, by Vendor, by Size Segment, 1997 120 Exhibit 8 System Shipments, by Vendor, by Region, 1997 121 Exhibit 9 System Shipments in percent, by Vendor, by Region, 1997 122 Exhibit 10 Agent Position (New) Shipments, by Vendor, by Region, 1997 123 Exhibit 11 Agent Position (New) Shipments in %, by Vendor, by Region, 1997 124 Exhibit 12 System Installed Base & Market Shares, by Vendor, year-end 1995-1998 125 Exhibit 13 Agent Position Installed Base & Market Shares, by Vendor, 1995-1998 126 Exhibit 14 System Installed Base, by Region, by Vendor, year-end 1997 127 Exhibit 15 System Installed Base (All Types) in % , by Vendor, by Region, year-end 1997 128 Exhibit 16 Agent Position Installed Base, by Vendor, by Region, year-end 1997 129 Exhibit 17 Agent Position Installed Base in %, by Vendor, by Region, year-end 1997 130 Exhibit 18 Systems and Agent Position Installed Base, by Industry Sector, 1997 131
About This Report The Canadian ACD/Call Centre Market Report, 1998 Edition, is the fourth NBI report on this subject and at over 130 pages is the most detailed and comprehensive report ever published on this industry. The report contains 21 Tables, Figures and Exhibits with extensive coverage of revenues, shipments and installed base. New for this edition is a review of the latest technologies as well as the new players in the market and their respective offerings. When read in conjunction with its companion, NBI’s Canadian CTI Market Report, 1998 Edition, this report provides the most comprehensive and detailed examination of the Canadian call centre market available anywhere. Included is a comprehensive qualitative and quantitative examination of system and agent position data, regional and vertical market segmentation, technology type and system size details. The report also profiles the leading ACD manufacturers, describing their product offerings and marketing strategies and providing rigorous analysis of their performance. In addition to a review of the total ACD market, the report provides an analysis of each of the three segments - PBX-integrated, Stand-alone and Central Office-based. Also included are sections on Third Party Software, Network Services and Technology and Market Trends. The information contained in this report is the result of extensive primary research and numerous interviews and surveys with manufacturers, distributors, service providers and call centre managers. [Comment] http://www.nbicanada.com/ACD98.html |