Moderated by: Jason Alley
Are you interested in how the contact center market evolved? Knowing, reviewing what events shaped the industry? When components of technology were delivered to market, in what order? When companies were formed and whose hands their respective technology innovations ended up in, at what price? Ever had your head spin trying to keep track of who acquired who?
If you answered “Yes” to any of the questions above, download a copy of my blog paper Contact Center Supplier Formation and Consolidation - Making Sense of a Crowded and Complex Market. This document provides an overview of the formation and consolidation of companies in the contact center space, together with historical commentary and reflections.
Enjoy, and please contribute your thoughts and insights through the comments section of this blog entry. I will be updating the paper based on your feedback. My hope is that this can be a living resource that will prove useful for many over time.
Companies Tracked: Acuity, AIM, Alcatel, AMAE, Amdocs, Answersoft, Apropos, Aspect, AT&T, Audium, Avaya, Blue Pumpkin, BlueNote Networks, BocheTelecom, Bosch Telecom Group, Brite, Broadbase, Calabrio, CellIT, CenterForce, Cisco, Clarify, Contactual (White Pajama), Convergys, CosmoCom, Davox, Dialogic, Echopass, Edify, Egain, Envox, Eyretel, Finali, Five9, Fluency, Genesys, GeoTel, Golden Gate Capital, Hipbone, HotSIP, HP, IBM, IEX, Ineto, Inference, Informiam, InStranet, Intel, Interactive Intelligence, Intervoice, Kana,Koral, Latigent, Lucent, MediaStreams.com, Melita, Mercom, Microsoft, Mustang, Nabnasset, Next Age, NICE, Nimcat, Noble Systems, Nortel, Nuance, Nuasis, Opus Group, Oracle, PeopleSoft, Performix, PlaceWare, Positive Software, Quintus, Remedy, RightForce, RightNow, Rockwell, Salesforce.com, Salesnet, SAP, Scansoft, Scopus, Selsius, ShoreTel, Siebel, Silknet, Silver Lake, Sitebridge, Sophisticom, Spanlink, Syntellect, TCS, Teleo, Telephony@Work, Telera, Tellme, Teloquent, Tenovis, TPG Capital, Ubiquity, Unveil, Vantive, Verint, Versatility, VoiceGenie, VoiceTek, WebEx, Webline, Wicom, Witness.
Technologies Tracked: Automatic Call Distribution (ACD), Automatic Speech Recognition (ASR), Case-based Reasoning (CBR), Computer-Telephony Integration (CTI), Contact Center Analytics, Contact Center Reporting, Customer Relationship Management (CRM), Email Response Management Systems (ERMS), Enterprise Routing (Pre and Post Call), Interactive Voice Response (IVR), Multi-media Routing/Blending, Knowledge Management (KM), Outbound (Predictive) Dialing, Performance Management Optimization (PMO), Quality Management (QM), Service-oriented Architecture (SOA), Session Initiation Protocol (SIP), SMB Contact Center, Voice Extensible Mark-up Language (VXML), VoIP, Web Self-Service, Software-as-a-Service (SaaS), Web-Collaboration (Chat, Co-Browsing, Conferencing), Workforce Management (WFM), Workforce Optimization (WFO).