Summary of Major Findings

• Introduction
• State of the Market
• Product Definitions
• Market Engineering Measurements
• Market and Technology Trends
• Market Challenges
• Market Drivers
• Market Restraints

Market Analysis

• Revenue Forecasts
• Forecast Assumptions and Factors
• IP versus TDM Forecast
• IP Lines Adoption Forecast
• Pricing Analysis
• Percent of Revenues by Size of Contact Center
• Revenue Breakdown - U.S. & Canada
• Vertical Market Analysis

Competitive Analysis

• Market Share Analysis
• Competitive Structure
• Competitive Radar

Vendor Profiles

• Aspect Software
• Avaya
• Cisco Systems
• Genesys Telecommunications Laboratories
• Interactive Intelligence
• Mitel Networks
• NEC
• Nortel Networks
• Siemens Enterprise Communications
• Others
• Critical Success Factors

Strategic Analysis

• Strategic Growth Recommendations