CANADIAN ACD/CONTACT CENTRE MARKET REPORT

2003 EDITION

NBI/Michael Sone Associates
193 Church Street
Toronto, ON
M5B 1Y7
Telephone (416) 360-0424
Fax (416) 360-7546
E-mail: msone@nbicanada.com

May 2003

TABLE OF CONTENTS

Section	Page

Table of Contents	iii
List of Tables	v
List of Exhibits	vi
About This Report	vii

1.0 EXECUTIVE SUMMARY	1
2.0 MARKET OVERVIEW	5
2.1 Introduction	5
2.2 Drivers and Trends	6
2.3 Revenues	11
2.4-2.7 Shipments of Systems & Agents	12
2.7 Installed Base	16
2.8 Vendor Analysis	18

3.0 BUSINESS SWITCH-INTEGRATED ACD	19
3.1 Introduction	19
3.2 3Com	21
3.3 Avaya	25
3.4 Cintech	37
3.5 Cisco	46
3.6 Mitel Networks	55
3.7 NEC	64
3.8 Nortel Networks	69
3.9 Siemens	83

4.0 STAND-ALONE ACD	87
4.1 Introduction	87
4.2 Aspect	87
4.3 Computer Talk Technology	97

5.0 SERVICE PROVIDER OFFERINGS & CO-BASED ACD	105
5.1 Introduction	105
5.2 Bell Canada	105
5.3 Aliant	107
5.4 TELUS	108
5.5 AT&T Canada	111
5.6 Sprint Canada	112

6.0 THIRD PARTY MIS SOFTWARE MARKET	115
6.1 Introduction	115
6.2 Avotus (formerly Switchview)	115
6.3 Centergistic	120
6.4 Elix	126
6.5 IEX Corporation	131
6.6 LGS Group	136
6.7 OdySoft	142
6.8 TASKE	147
6.9 Xentrax	153

LIST OF TABLES

Table		Page

Table 1	Industry Revenues by Segment, 2001-2003	11
Table 2	System Shipment (including CO-based) by Segment, 2001-2003	12
Table 3	System Shipments (including CO-based) by System Size, 2001-2003	13
Table 4	System Shipments (excluding CO-based) by System Size, 2001-2003	13
Table 5	Agent Position Shipments-New & Add-on (including CO-based), 2001-2003	14
Table 6	Agent Position Shipments-New & Add-on (excluding CO-based), 2001-2003	14
Table 7	New Agent Position Shipments (incl. CO-based) by System Size, 2001-2003	15
Table 8	New Agent Position Shipments (excl. CO-based) by System Size, 2001-2003	15
Table 9	Installed Base - System and Agent Positions (incl. CO-based), 2001-2003	16
Table 10	Installed Base - Systems and Agent Positions (excl. CO-based), 2001-2003	17

LIST OF EXHIBITS

Exhibit		Page

Exhibit 1	Industry Revenues ($M) and Market Share for all System Types, 2001-2003	158
Exhibit 2	System Shipments and Market Shares, 2001-2003	159
Exhibit 3	Agent Position Shipments and Market Shares, 2001-2003	160
Exhibit 4	System Shipments & Market Shares by Size Segment, 2003	161
Exhibit 5	System Shipments in percent by Size Segment, 2003	161
Exhibit 6	Agent Position (New) Shipments & Market Shares by Size Segment, 2003	162
Exhibit 7	Agent Position (New) Shipments in percent by Size Segment, 2003	162
Exhibit 8	System Shipments, by Company, by Region, 2003	163
Exhibit 9	System Shipments, by Company in percent by Region, 2003	163
Exhibit 10	Agent Position Shipments by Region, 2003	164
Exhibit 11	Agent Position Shipments in percent by Region, 2003	164
Exhibit 12	System Installed Base and Market Shares, 2001-2003	165
Exhibit 13	Agent Position Installed Base and Market Shares, 2001-2003	166
Exhibit 14	System Installed Base by Region, year-end 2003	167
Exhibit 15	System Installed Base in percent by Region, year-end 2003	167
Exhibit 16	Agent Positions Installed Base by Region, year-end 2003	168
Exhibit 17	Agent Positions Installed Base in percent by Region, year-end 2003	168
Exhibit 18	Business Switch-Integrated Systems and Agent Positions Installed by Industry Sector, 2003	169

About This Report

The Canadian ACD/Contact Centre Market Report, 2003 Edition is NBI/Michael Sone Associates' sixth report on this subject.

This report provides both a qualitative and a quantitative look at the industry, including drivers and trends as well as technology changes supported by detailed information presented in a series of tables and exhibits.

The report splits the market into four segments - Business Switch-Integrated , Stand-Alone, Central Office (CO)-based and Third Party MIS Software - and analyses the segments independently and relatively. Detailed profiles of 10 major equipment vendors are included as well as overviews of the primary service providers' network-based call centre offerings, plus descriptions of nine of the principal software developers and systems integrators. These comprehensive profiles examine competitor positioning within the market, strategy, descriptions of product & service offerings, discussion of distribution approaches and possible future developments. The profiles are supplemented by quantitative information for the period 2001-2003 illustrating system and agent position shipments and installed base, system size segmentation, geographic distribution and revenues.

As contact centres today typically address the various means (often called 'touch-points') by which a caller interacts with an enterprise - including phone, e-mail, postal mail, web inquires and web chats - together with the collection of information from customers during in-store purchasing, the term contact centre is often used as the most accurate description of its role and function and thus this term will be used in this report. Where the term call centre is used it is because a vendor specifically employs this term as part of its product definition.

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

It should be noted that - in some of the tables within the report - row and/or column totals might differ slightly from the sum of the contents of the constituent cells. This is due not to calculation error but to rounding, as some values are derived from calculations from which least significant digits have been truncated.

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