Worldwide Customer Service Applications 2004 Vendor Shares

Table of Contents

• Table of Contents
• IDC Opinion
• In This Study
  • Methodology
  • Customer Service Applications Market Definition
    • Change to Definition
• Situation Overview
  • The Customer Service Applications Market in 2004
    • Performance of Leading Vendors in 2004
    • Table: Worldwide Customer Service Applications Revenue by Vendor, 2002-2004 ($M)
    • Performance by Geographic Region in 2004
    • Table: Worldwide Customer Service Applications Revenue by Region and Operating Environment, 2004
    • Figure: Worldwide Customer Service Applications Revenue Share by Region, 2004
    • Performance by Operating Environment in 2004
    • Figure: Worldwide Customer Service Applications Revenue Share by Operating Environment, 2004
  • Vendor Snapshots
    • Siebel Systems Inc.
    • Oracle Corp.
    • SAP AG
    • Amdocs
    • Avaya Inc.
    • RightNow Technologies
• Future Outlook
  • The Expanding eService Environment: Bolt-On or Center of Gravity?
  • Business Process
  • What Is the System of Record?
  • On Demand
• Essential Guidance
• Learn More
  • Related Research
  • Methodology
  • Synopsis