Table of Contents
1 . NORTH AMERICAN IVR AND WEB-BASED SELF-SERVICE MARKET
Introduction
- 1. Executive Summary
- 2. Market Segmentation and Definitions
- 3. Scope and Research Methodology
Market Dynamics
- 1. Trends in Web and IVR based Self-Service
- 2. Market Drivers
- 3. Market Challenges
Market Analysis
- 1. Market Analysis 2005
- 2. Revenue Forecasts
- 3. Vendor Market Share for Interactive Voice Response Channel
- 4. Vendor Market Share for Web-Based Self-Service
- 5. Competitive Landscape
Vendor Profiles
- 1. Aspect Software
- 2. ATG Primus
- 3. Avaya
- 4. Cisco Systems
- 5. ClickFox Inc
- 6. Conversive Inc
- 7. eGain
- 8. Genesys Telecommunications
- 9. InterVoice
- 10. KANA
- 11. Knova Software
- 12. Nortel Networks
- 13. Oracle Corporation
- 14. RightNow Technologies
- 15. salesforce.com
- 16. SAP AG
- 17. Talisma
Strategic Recommendations
- 1. Strategic Recommendations to Vendors
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