1. © Copyright 2002 Frost & Sullivan. All Rights Reserved. North American IP Contact Center Markets Industry Evolution Demands Channel- Blending Functionalities "Public switched telephone networks may be a superior channel for voice, but IP is clearly the future for multichannel communications. The Internet generation increasingly expects multichannel, real-time communication, and the ability for contact centers to respond accordingly is becoming a key product differentiator." CPE/CTI Analyst Team Frost & Sullivan

2. © Copyright 2002 Frost & Sullivan. All Rights Reserved. Frost & Sullivan provides: Detailed insights into recent developments and trends Drivers, restraints, challenges, and strategic recommendations Analyst insights on ‘hot topics’ and emerging applications in the IP contact center market Market sizing and competitive analysis Market forecasts and opportunity analysis Quarterly assessments End user analysis within each report Key Features

3. © Copyright 2002 Frost & Sullivan. All Rights Reserved. Coverage: North America Proven methodology encompassing extensive primary and secondary data and research Focused information and strategies that cover business and technology issues Credible data and analysis highlighting industry dynamics Winning strategies to help you create precise business plans What We Offer

4. © Copyright 2002 Frost & Sullivan. All Rights Reserved. Current Market Participants Find out how you compare to the competition Assess current and future drivers and restraints Determine and exploit new market share opportunities New Entrants Analyze challenges associated with the industry Calculate time scales for strategy implementation Position yourself to capitalize on the market’s unmet needs Investment Community Analyze long-term strategies of companies Determine which participants will outperform the competition Assess attractiveness of investing in the market Who Will Benefit?

5. © Copyright 2002 Frost & Sullivan. All Rights Reserved. Aspect Communications Corp. Avaya, Inc. AltiGen Communications, Inc. Cisco Systems, Inc. Cintech Solutions CosmoCom, Inc. Genesys Telecommunications Laboratories, Inc. Nortel Networks Ltd. Rockwell Collins, Inc. Siemens AG Key Market Participants

6. © Copyright 2002 Frost & Sullivan. All Rights Reserved. Call toll free 877 G O F ROST (877.463.7876) Fax toll free 888.690.3329 E-mail myfrost@frost.com Visit www.frost.com For More Information