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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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