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CANADIAN ACD/CALL
CENTRE MARKET REPORT
2000 EDITION
For information on obtaining
copies of this report
call (416) 360-0424
Fax us at (416) 360-7546
Or send an email to:
msone@nbicanada.com
November 2000
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TABLE OF CONTENTS
| Section |
Page |
| 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 |
7 |
|
2.3.
Shipments and Installed Base |
9 |
| 3.0 |
PBX/KTS-INTEGRATED ACD |
12 |
| 4.0 |
STAND-ALONE ACD |
16 |
| 5.0 |
CENTRAL OFFICE-BASED ACD |
21 |
|
5.1.
Bell Canada's Per Agent Service |
25 |
| 6.0 |
THIRD PARTY MIS SOFTWARE MARKET |
28 |
| |
6.1.
Market Overview |
28 |
|
6.2.
Product and Company Overview |
30 |
|
6.2.1. Innings Telecom |
30 |
|
6.2.2.
eCommerce+ (Apropos) |
31 |
|
6.2.3. Centergistic (formerly AAC Corporation) |
36 |
|
6.2.4. Elix |
38 |
|
6.2.5. Genesys Laboratories |
40 |
|
6.2.6. IEX Corporation |
43 |
|
6.2.7. Pyderion Contact Technologies |
45 |
|
6.2.8. Switchview |
47 |
|
6.2.9. TASKE Technology |
51 |
|
6.2.10. Williams Communications |
53 |
|
6.2.11. Xentrax (Telecorp, e-talk, OdySoft) |
55 |
|
6.2.12. Perimeter Technology |
57 |
|
6.2.13. Connectivity |
62 |
| 7.0 |
TOLL-FREE NETWORK SERVICE |
67 |
|
7.1. Overview |
67 |
|
7.2. Introduction of "Post 800" numbers |
67 |
|
7.3. Toll-Free Number Portability |
68 |
|
7.4. Toll-Free Network Service Offerings |
69 |
|
7.4.1. Toll -Free Support Service Offerings |
70 |
|
7.4.2. The Canadian Toll-Free Service Market |
72 |
|
8.0 |
TECHNOLOGY AND MARKET TRENDS |
76 |
|
8.1. Technology Trends |
76 |
|
8.2. Interactive Voice Response (IVR) |
76 |
|
8.3. Computer Telephony Integration (CTI) |
77 |
|
8.4. Customer Relationship Management
(CRM) |
80 |
|
8.5. Internet Integration |
83 |
|
8.6. Market Trends |
86 |
|
9.0 |
COMPANY PROFILES |
88 |
| 9.1 |
ASPECT |
89 |
| 9.2 |
CINTECH |
99 |
| 9.3 |
COMPUTER TALK TECHNOLOGY (CTT) |
106 |
| 9.4 |
AVAYA COMMUNICATIONS (formerly LUCENT TECHNOLOGIES) |
112 |
| 9.5 |
MITEL |
121 |
| 9.6 |
NEC CANADA |
131 |
| 9.7 |
NORTEL |
138 |
| 9.8 |
ROCKWELL |
150 |
| 9.9 |
TOSHIBA |
158 |
LIST
OF TABLES, FIGURES and EXHIBITS
| Exhibit |
|
Page |
| Table
1 |
Canadian ACD/Call Centre Market, 1998-2003 |
7 |
| Figure 1 |
Canadian Long Distance Market, Business
Inbound Voice Sector, 1999 |
75 |
| Exhibit 1 |
End-user Revenues ($M) & Market Shares,
by Vendor, 1998-2000 |
167 |
| Exhibit 2 |
System Shipments & Market Shares, by
Vendor, 1998-2000 |
168 |
| Exhibit 3 |
Agent Position Shipments & Market Shares,
by Vendor, 1998-2000 |
169 |
| Exhibit 4 |
System Shipments, by Vendor, by Size Segment,
2000 |
170 |
| Exhibit 5 |
System Shipments in percent, by Vendor, by
Size Segment, 2000 |
170 |
| Exhibit 6 |
Agent Position (New) Shipments, by Vendor, by
Size Segment, 2000 |
171 |
| Exhibit 7 |
Agent Position (New) Shipments in %, by
Vendor, by Size Segment, 2000 |
171 |
| Exhibit 8 |
System Shipments, by Vendor, by Region, 2000 |
172 |
| Exhibit 9 |
System Shipments in percent, by Vendor, by
Region, 2000 |
173 |
| Exhibit 10 |
Agent Position Shipments, by Vendor, by
Region, 2000 |
174 |
| Exhibit 11 |
Agent Position Shipments in %, by Vendor, by
Region, 2000 |
175 |
| Exhibit 12 |
System Installed Base & Market Shares, by
Vendor, year-end 1998-2000 |
176 |
| Exhibit 13 |
Agent Position Installed Base & Market
Shares, by Vendor, 1998-2000 |
177 |
| Exhibit 14 |
System Installed Base, by Vendor, by Region,
year-end 2000 |
178 |
| Exhibit 15 |
System Installed Base in %, by Vendor, by
Region, year-end 2000 |
179 |
| Exhibit 16 |
Agent Position Installed Base, by Vendor, by
Region, year-end 2000 |
180 |
| Exhibit 17 |
Agent Position Installed Base in %, by
Vendor, by Region, year-end 2000 |
181 |
| Exhibit 18 |
Systems and Agent Position Installed Base, by
Industry Sector, 2000 |
182 |
ABOUT THIS REPORT
|
The Canadian ACD/Call Centre Market Report, 2000
Edition, is NBI/Michael Sone Associates' fifth report on this
subject and at 180 pages, is the most detailed and comprehensive
document ever published on this industry.
This report provides the reader with a critical look
at market trends, the latest technologies, possible future developments,
as well as analyzing the industry participants, their approach to the
market and the positioning of their products.
Included is an extensive discussion of market
performance and dynamics that focuses on revenues call centre system and
agent position shipments & installed base, regional and vertical
market analysis, along with segmentation by technology type and system
size. The discussion is supported with 20 Tables, Figures and Exhibits
that provide an in-depth qualitative look at the market - where it is
now and where it is headed. The report also profiles nine leading ACD
manufacturers, describing in detail their product offerings and
marketing strategies, and giving a thorough analysis of their
performance.
The report not only examines the ACD/Call Centre
Market as a whole, but also delves into each of the three major segments
- PBX-integrated, Stand-alone and Central Office-based - in turn. Also
included are sections on Third Party MIS Software (with 13 corporate
profiles), Toll-free Network Services and Technology & Market Trends
where complementary applications such as IVR, Internet Integration and
CRM are discussed.
The information contained in this report is the result
of extensive primary research and numerous interviews and surveys with
manufacturers, distributors and service providers.
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