Overview

• Introduction
• Market Engineering Measurements
• Challenges
• Drivers & Restraints
• Market Trends
• Attributes of IP Contact Center and Customer Benefits
• IP Adoption by Size of Center and New Versus Existing Sites

Forecasts and Trends

• Revenue Forecasts
• IP Versus TDM Forecast
• IP PBX Adoption Forecast
• Number of Contact Centers Forecast
• Percent of Revenues by Size of Contact Center
• Pricing Trends

Competitive Analysis

• Competitive Structure
• Competitive Profiles
• Products of Major Vendors

Case Studies

• Ontario Rental Housing Tribunal - Virtual Call Center Improves Government Services
• Vegas.Com - Cost Savings and Rapid Scalability
• P.C. Connections - Flexible Deployment of Remote Sites
• Vcustomer - Offshore Outsourcing Enabled by End-to-End IP
• Hudson Bay Company - Consolidation of Multiple Centers

Strategic Recommendations

• Growth Strategies
• Distribution Method of Major Vendors
• Awards