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CANADIAN ACD/CONTACT CENTRE MARKET REPORT
 

 

2005 EDITION


 

 

NBI/Michael Sone Associates Inc.
193 Church Street Toronto, ON
M5B 1Y7
Telephone: 416-360-0424
e-mail: msone@nbicanada.com


 

August 2005

 

 

 

Table of Contents

 

Section  Page
Tale of Contents ii
List of Tables iv
List of Exhibits v
About This Report vi
1. EXECUTIVE SUMMARY 1
2. MARKET OVERVIEW 5
    2.1 Introduction 5
    2.2 Drivers and Trends 6
    2.3 Revenues 9
    2.4 System Shipments 9
    2.5 Agent Position Shipments 11
    2.6 Installed Base 14
    2.7 Vendor Analysis 15
3. BUSINESS SWITCH-INTEGRATED ACD 17
    3.1 Introduction 17
    3.2 3Com 21
    3.3 Avaya 25
    3.4 Cintech 33
    3.5 Cisco Systems 39
    3.6 Mitel Networks 48
    3.7 Nortel 56
    3.8 Siemens 64
    3.9 Others 68
4. STAND-ALONE ACD 71
    4.1 Introduction 71
    4.2 Aspect Communications 73
    4.3 ComputerTalk Technology 80
    4.4 Genesys Telecommunications Laboratories 87
5. SERVICE PROVIDER OFFERINGS 94
    5.1 Introduction 94
    5.2 Aliant 95
    5.3 Allstream 96
    5.4 BCE Elix 98
    5.5 MCI Canada 100
    5.6 Rogers Business Solutions (formerly Sprint Canada) 102
    5.7 TELUS 104
6. THIRD-PARTY SOFTWARE 106
    6.1 Introduction 106
    6.2 Avotus Corporation 108
    6.3 Centergistic Solutions 111
    6.4 IEX Corporation 114
    6.5 OdySoft 117
    6.6 TASKE Technology 120
    6.7 Xentrax Information Systems 123
7. EXHIBITS 126

 

 

LIST OF TABLES

 

Table Page
Table 2.1 Industry Revenues by Segment, 2003-2005 9
Table 2.2 System Shipments by Segment, 2003-2005 10
Table 2.3 System Shipments by System Size, 2003-2005 10
Table 2.4 System Shipments (excluding Carrier-Based) by System Size, 2003-2005 11
Table 2.5 New & Add-on Agent Position Shipments by Segment, 2003-2005 12
Table 2.6 New Agent Position Shipments by Segment, 2003-2005 12
Table 2.7 New & Add-on Agent Position Shipments, 2003-2005 12
Table 2.8 Agent Position Shipments by System Size, 2003-2005 13
Table 2.9 Agent Position Shipments (excluding Carrier-Based) by System Size, 2003-2005 13
Table 2.10 Installed Base of Systems & Agent Positions, 2003-2005 14
Table 2.11 Installed Base of Systems & Agent Positions (excluding Carrier-Based), 2003-2005 14
Table 3.1 Small Contact Centre System & Agent Position Shipments, 2004 18
Table 3.2 Medium-Sized Contact Centre System & Agent Position Shipments, 2004 19
Table 3.3 Large Contact Centre System & Agent Position Shipments, 2004 19

 

 

LIST OF EXHIBITS

 

Exhibit Page
Exhibit 1 Industry Revenues and Market Shares, 2003-2005 126
Exhibit 2 System Shipments and Market Shares, 2003-2005 127
Exhibit 3 Agent Position Shipments and Market Shares, 2003-2005 127
Exhibit 4 System Shipments by Size Segment, 2004 128
Exhibit 5 System Shipments in Percent by Size Segment, 2004 128
Exhibit 6 New Agent Position Shipments by Size Segment, 2004 129
Exhibit 7 New Agent Position Shipments in percent by Size Segment, 2004 129
Exhibit 8 System Shipments by Region, 2004 130
Exhibit 9 System Shipments in Percent by Region, 2004 130
Exhibit 10 Agent Position Shipments by Region, 2004 131
Exhibit 11 Agent Position Shipments in Percent by Region, 2004 131
Exhibit 12 System Installed Base and Market Shares, 2003-2005 132
Exhibit 13 Agent Position Installed Base and Market Shares, 2003-2005 132
Exhibit 14 System Installed Base by Region, Year-End 2004 133
Exhibit 15 System Installed Base in Percent by Region, Year-End 2004 133
Exhibit 16 Agent Position Installed Base by Region, Year-End 2004 134
Exhibit 17 Agent Position Installed Base in Percent by Region, Year-End 2004 134
Exhibit 18 System and Agent Position Installed Base by Industry, 2004 135

 

 

About This Report

 

The Canadian ACD/Contact Centre Market Report, 2005 Edition is NBI/Michael Sone Associates’ seventh report covering the Canadian market for automatic call distribution (ACD) and associated in-bound contact centre products. At 135 pages and with over 30 tables and exhibits, this report provides both comprehensive and substantive analysis of the industry by examining drivers and trends as well as including detailed quantitative information. Please note that this report does not cover outbound products such as predictive dialers. We also exclude basic telephony infrastructure products and refer the reader to NBI/Michael Sone Associates’ annual Canadian PBX/KTS Market Report for information on this subject.

We have segmented the market into four product categories; Business Switch-Integrated, Stand-Alone ACD, Service Provider Offerings and Third-Party Software, with each segment analysed independently as well assessing the market as a whole. The report also includes detailed profiles of the leading equipment vendors, overviews of primary service providers’ network-based contact centre offerings plus descriptions of leading software developers and systems integrators. These profiles examine business strategy, competitive positioning, product and service offerings, distribution approaches and possible future developments. The profiles are supplemented by quantitative information for the period 2003-2005 illustrating system and agent position shipments, installed base, system size segmentation, geographic distribution and revenues.

Since yesterday’s ACD-based call centres have evolved to encompass the many means by which a customer or prospective customer can interact with an enterprise — telephone, facsimile,
e-mail, web chat, instant messaging and mail correspondence — we use the term "contact centre" since it is often the most accurate description of its function. Where the term "call centre" is used in this report it is either because we are discussing a voice-only product or because a vendor employs this specific term when describing its products.

The information contained in this report is the result of extensive primary research and is based upon numerous interviews and surveys with manufacturers, distributors and service providers.

 

 

 

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