U.S. Toll-Free Service Markets

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This strategic analysis is part of Frost & Sullivan’s continued coverage of the U.S. retail toll-free services market space. Toll-free services were historically designed to provide businesses with a convenient way for their regional, national, and international customers and suppliers to call inbound without requiring the callers to bear the cost of such communication. Since its inception in the 1960s, the toll-free services market has experienced tremendous growth in calls, minutes and revenues. An increasing focus by businesses on customer satisfaction, a continued growth in call center activities and declining toll-free pricing are just some of the factors which have contributed to the growth of the toll-

Table of Contents

An Analysis of the Retail Toll-Free Services MarketIntroduction & Scope of the StudyIntroductionScope of the StudyResearch MethodologyProduct DefinitionsState of the MarketToll-Free Services MarketMajor FindingsKey Market TrendsDedicated and Switched Toll-Free MinutesDistribution of Domestic Toll-Free MinutesTotal Working and Available Toll-Free Numbers (1996 to 2004)Total Working and Available Toll-Free Numbers Forecast (2000 to 2007)Total Toll-Free Calls with Domestic OriginationTotal Business and Domestic Business MinutesPenetration of Regional Bell Operating Companies (RBOCs)Penetration of Wireless Services Toll-Free Market CharacteristicsIndustry ChallengesMarket Engineering Measurements (2004)Toll-Free Market AnalysisMarket DriversMarket RestraintsDistribution of Total Traffic by VerticalsDistribution of Domestic Minutes by Call/Contact CentersDistribution of Domestic Minutes by End-User SegmentsToll-Free Market ForecastsTotal Toll-Free Market ForecastDomestic and International Minutes ForecastDomestic Toll-Free Revenue ForecastConclusionCritical Success FactorsStrategic RecommendationsFrost & Sullivan Awards

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