PERI is going to do great in voice on WEB, look for 50$ PERI when Internet fever catches on with PERI. That can be be anytime as PERI is very strong in voice integration technology over Web.
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Frost & Sullivan: The Race is on For Web Integration in the Call Center
Market
MOUNTAIN VIEW, Calif., Jan. 19 /PRNewswire/ -- Like everything else these days, call centers are moving to the Web. Call
centers are moving away from the traditional voice-centric environments to multimedia customer contact centers that can process
''calls'' regardless of their point of origin -- Web, phone or fax -- and regardless of their form -- voice, text or image.
According to new strategic research from Frost & Sullivan (www.frost.com), U.S. Web-Enabled Call Centers Market, there has been a rapid move to integrate
the Web into call center applications. The compound annual growth rate (CAGR) for this market for 1997-2004 is forecasted to be 110.4 percent.
The next generation of call centers will enable customers to reach vendors via any media they choose. Many Internet and call center companies believe the time has
come for Web-enabled call centers, according to Frost & Sullivan's telecommunications industry analysts.
Furthermore, there has been a proliferation of companies entering the market since 1998. These companies either have an Internet background or call center
expertise. In many cases, these companies are partnering with each other to leverage expertise in each of these areas.
For the purposes of this study, a Web-enabled call center is defined as a solution that links a call center to a Web site and enables a Web browsing customer to
interact real-time with a customer service representative (CSR). Two-way, real-time communications between the CSR and end user can be achieved via one of
the following methods: Call back, text-chat, Voice over Internet Protocol (VoIP), video over IP, and whiteboarding.
Companies participating in this market are very diverse, ranging from start-ups to large, diversified corporations. Most competitor groups are actively seeking
partnerships and reseller agreements with each other to provide a seamless and complete media solution as well as to gain access to a customer base. The market
will be varied and fragmented in the short to medium term as companies test partnerships, product development and customer reception.
Implementing a Web-enabled call center is attractive to many call centers, because they need to give superior customer service to remain competitive and to
differentiate their service. Opportunities for growth depend on targeting companies with flexible, customizable solutions that can fully integrate into existing call
center operations. Companies adopting this product include e-commerce vendors, as well as those in specific vertical markets including the finance industry, the
technology industry, hospitality, and travel.
The technologies reviewed include IP, Web, Callback, ACD, IP ACD, e-commerce, Callthrough, Web agent, Internet telephony, integrated messaging, WWW,
Internet Call Centers, multimedia, and CTI.
Market participants include: Acuity, Active Voice Corp. [Nasdaq:ACVC - news], Applix Inc. [Nasdaq:APLX - news], Apropos Technology, Aspect
Telecommunications Corp. [Nasdaq:ASPT - news], Astea International, Inc., ATIO Corporation, Aurum Software, Balisoft Technologies Inc., Business Evolution
Inc., Chordiant Software, Clarify, Comdial Corp. [Nasdaq:CMDL - news], Contact Dynamics, Contact Point Technologies, CosmoCom Inc., Davox Corp.
[Nasdaq:DAVX - news], DC Systems, Edify Corp. [Nasdaq:EDFY - news], eFusion, Ericsson, Inc., eShare Technologies, Fujitsu Business Communications
Systems, Inc., Genesys Telecommunications Laboratories, Inc., GeoTel Communications, InnoMedia, Inc., insite Innovation, Interactive Intelligence, InterVoice,
Inc., Interworks Systems, Lucent Technologies, Melita International Corp. [Nasdaq:MELI - news], Mosaix Inc. [Nasdaq:MOSX - news], Motorola, Multicall
Incorporated, NetSpeak, New Media Telecommunications, Nortel, PakNetX, Periphonics Corporation [Nasdaq:PERI - news], PHD, POINT Information
Systems Inc., Quintus Corporation, Response Interactive, Rockwell Electronic Commerce Division, Sideware Systems Inc., Siebel Systems, Sitebridge, Spanlink
Communications, Inc., Teloquent Communications, Inc., Vantive Corp., VocalTec Communications, GlobalPhone Corp., WebLine Communications Corporation,
and Whitecap.
This telecommunications industry research has integrated the Market Engineering consulting philosophy into the entire research process. Critical phases of this
research included: Identification of industry challenges, market engineering measurements, strategic recommendations, planning and market monitoring. All of the
vital elements of this system help the market participants navigate successfully through the telecommunications market.
Frost & Sullivan is an international marketing consulting company that monitors the telecommunications industry for market trends, market measurements, and
strategies. This ongoing research is utilized to update a series of research publications such as #2890-62 U.S. Call Center Hardware and Software Markets and to
support industry participants with customized consulting needs.
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