TABLE OF CONTENTS	

Chapter I	
EXECUTIVE SUMMARY	
1.1	800 Number and Toll-Free Market Evolution
1.2	The Growth of Toll-Free Calling
1.3	Toll Free & Call Centers
1.4	Toll-Free Market Forecast	

Chapter II	
TOLL-FREE SERVICES MARKET BACKGROUND	
2.1	The Early History of Toll-Free Services
2.1.1 	The Original Implementation:  1967
2.1.2	Customized Numbers: 1981
2.2	Toll Free & Divestiture
2.2.1 	The NXX Plan:  1985
2.2.2	Number Portability-A National Database System: 1993
2.3	The Toll-Free Number Explosion:  1996
2.4	The RBOCS, Long Distance, and the 800 Database
2.5	Toll Free Features Today
2.5.1 	Call Routing
2.5.2 	Peak Management
2.5.3 	Improving Customer Service
2.5.4 	Reducing Agent Time per Call
2.5.5 	Administration	

Chapter III	
CALL CENTERS	
3.1	Introduction and Definitions
3.1.1 	Call Center Components
3.2	Customer Support in the Call Center
3.3	Call Center Technologies
3.3.1	ACD
3.3.2	CTI
3.3.3	IVR
3.3.4	ASR
3.4	Call Center Equipment Vendors
3.5	The Rise of the Contact Center
3.5.1   	IP Telephony
3.5.2 	Internet, Email, and Web Chat
3.5.3	Voice XML
3.5.4	Knowledge Management Systems
3.6	Call Center Integration and Industry Change
3.7	Outsourcers
3.8	The Relationship Between Call Center Costs and Customer Satisfaction
3.9	Toll Free Applications Beyond Call Centers
3.9.1 	Paging
3.9.2 	Personal Toll Free
3.9.3	Unified Messaging	

Chapter IV	
MARKET TRENDS AND VERTICAL INDUSTRIES	
4.1	Introduction
4.2	Wireless Substitution
4.3	Transaction Preferences
4.4	Migration to Web-Enabled Transactions
4.5	Calling Card and Prepaid Long Distance
4.6	Pricing
4.7	Do Not Call Registry
4.8	Toll-Free Services in Vertical Industries
4.8.1 	Professional Services
4.8.2	Wholesale and Retail Trade
4.8.3	Financial Services
4.8.4	Communications
4.8.5	Transportation
4.8.6	Vertical Industry Toll-Free Usage Metrics	

Chapter V	
TOLL FREE SERVICES MARKET FORECAST	
5.1	Methodology
5.2	Market Analysis Definitions
5.3	Toll Free Total Market Estimate
5.3.1	Carrier Types
5.3.2	IXCs
5.3.3	ILECs
5.3.4	CLECs
5.3.5	Paging and Messaging
5.3.6	Prepaid Long Distance
5.4	Toll-free market Forecasts by Vertical Industry Segment

Appendix	
RESPONSIBLE ORGANIZATIONS	

Appendix	
GLOSSARY	
TABLE OF FIGURES	
	

Chapter I	

I-1	Toll-Free Services Event Timeline, 1967-2004
I-2 	Spare Toll-Free Numbers, 1993-2002 (Numbers Millions)
I-3	Total Toll-Free Revenue, 1997-2009  ($Billions)	

Chapter II	

II-1	Toll-Free Services Event Timeline, 1967-1996
II-2 	Toll-free number Call Routing:  1967
II-3	Routing with a Centralized Database: 1981
II-4	The NXX PLAN:  1985
II-5	SMS/800 Database:  1993
II-6	SS#7 Switching and Database Elements
II-7 	Spare Toll-Free Numbers, 1993-2002 (Numbers Millions)
II-8	Working Toll-free numbers, 1993-2002 (Numbers Millions)
II-9	Toll-Free Revenues, 1993-2002 ($Billions)
II-10	Hours of Operation	

Chapter III	

III-1 	Single Site Call Center Components
III-2 	Multi-Site Call Center Components
III-3	Multi-Site Call Center Network Architecture
III-4	Voice XML Diagram	

Chapter IV		

IV-1	Average Monthly Residential Telecommunications Spending, 1995-2002
IV-2	Average Wireless MoU per Month 1998-2002
IV-3	Most Frequent Toll-Free Transaction, by Type
IV-4	Willingness to Use Web
IV-5 	User Perceptions Toll-Free vs. Web-Enabled Transactions
IV-6 	Combined Calling Card and Prepaid Long-Distance Revenue, 1998-2003
IV-7 	Toll-Free Long-Distance Price per Minute Trends, 1992-2001
IV-8	Industries Frequently Called Using Toll-Free Numbers
IV-9	Toll-Free Usage by Vertical Industry
IV-10    	Toll Free Usage by Industry:800 Expense as Percent of Long-Distance
IV-11  	Distribution of Toll Free by Establishment Size (Percent of Lines)
IV-12  	Toll-Free Lines per Employee (by Establishment Size)
IV-13  	Average Number of Toll-Free Lines per Site (by Establishment Size)

Chapter V		

V-1	Total Toll-Free Revenue, 1997-2009  ($Billions)
V-2	Toll-Free Revenues by Carrier Type, 2001-2009 ($Billions)
V-3	IXC Toll-Free Services Revenue, 2001-2009 ($Millions)
V-4	ILEC Toll-Free Services Revenue, 2001-2009 ($Millions)
V-5	CLEC Toll-Free Services Revenue, 2001-2009 ($Millions)
V-6	Paging and Messaging Toll-Free Services Revenue, 2001-2009 
V-7	Prepaid Long Distance Toll-Free Services Revenue, 2001-2009 

TABLE OF TABLES	

Chapter II	

II-1	 SMS/800 Data Base Operating Consortium (Mid 1990s)
II-2	 Toll Free Features Feature Sets:  Operational Advantages	

Chapter III

III-1 	Call Center Toll-free usage by Transaction Type
III-2	Aspect Communications
III-3	Avaya
III-4	Cisco Systems
III-5	CosmoCom, Inc.
III-6	Interactive Intelligence, Inc.
III-7	NEC
III-8	Nortel
III-9	Rockwell	

Chapter IV

IV-1	Selected Vertical Industries:  Workers and Establishments
	

Chapter V	

V-1	Total Toll-Free Revenue, 1997-2009  ($Billions)
V-2	Toll-Free Revenues by Carrier Type, 2001-2009 ($Billions)
V-3	IXC Toll-Free Services Revenue, 2001-2009 ($Millions)
V-4	ILEC Toll-Free Services Revenue, 2001-2009 ($Millions)
V-5	CLEC Toll-Free Services Revenue, 2001-2009 ($Millions)
V-6	Paging and Messaging Toll-Free Services Revenue, 2001-2009 ($Millions)
V-7	Prepaid Long Distance Toll-Free Services Revenue, 2001-2009 ($Millions)
V-8	Toll Free Expenditures by Vertical Industry, 2003-2009 ($Billions)

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