Investment	Projected ROI	Vendors
Telephony
Automatic Call Distribution (ACD)	18 to 48 months	Alcatel, Aspect, Avaya, Cellit Technologies, Interactive Intelligence, Nortel, Rockwell, Siemens
Interactive Voice Response (IVR)	3 to 18 months	Aspect, Avaya, Cellit Technologies, Edify, Interactive Intelligence, InterVoice-Brite, Periphonis/Nortel, Syntellect
Outbound Dialer	12 to 36 months	Aspect, Avaya, eshare, Cellit Technologies, Davox, Interactive Intelligence, Oracle
Computer Telephony Integration (CTI)	6 to 36 months	Alcatel/Genesys, Apropos, Aspect, Avaya, Cisco/GeoTel, CosmoCom, Davox, eshare, Interactive Intelligence
Intelligent Call Routing (Network Management)	3 to 9 months	Alcatel/Genesys, Aspect, Cisco/GeoTel, IEX
Speech Recognition	6 to 16 months	Nuance, Philips, SpeechWorks
Voice Authentication	9 to 24 months	Nuance, T-Netix, Veritel
Text-To-Speech	Not Yet Determined	AT&T, Lernout & Hauspie, Nuance, SpeechWorks
Infrastructure
Customer Service and Support (CSS) Call Tracking Application	24 to 60 months	Applix, Avaya, Chordiant, Epic or Kana, Nortel/Clarify, Onyx, Oracle, Pegasystems, PeopleSoft, Point, SAP, Siebel, Talisma, Web Tone/SAIC/Broadway & Seymour
Telemarketing/telesales application	12 to 36 months	Chordiant, Nortel/Clarify, Oracle, Pegasystems, PeopleSoft, Siebel
Campaign Management System (CMS)	3 to 18 months	Annuncio Software, Aprimo, Chordiant, Davox, Delano, eGain, E.piphany, eshare, Kana, NCR, SAS Institute, Siebel, Talisma, Unica, Xchange
Remote Agent	Not Yet Determined	Alcatel, Aspect, Avaya, Nortel, Siemens, Teltone
Entitlements	6 to 18 months	Antenna Software, Astea, Click Software, DiCarta, Field Centrix, Imany, Metrix, Nortel/Clarify, Oracle, PeopleSoft, Siebel, ViryaNet
Configuration Software	18 to 36 months	Calico, Chordiant, Cybrant, FirePond, i2 Technologies, Oracle, PeopleSoft, SAP, Selectica, Siebel, Triology
Analytics	9 to 24 months	Aspect, Delano, Kana, Oracle, PeopleSoft, Siebel
Knowledge Management	10 to 60 months	Chordiant, eGain, Kana, Primus, ServiceWare
Wireless	Not Yet Determined	Alcatel, Ericsson, eshare, IBM, Lucent, Motorola, Talisma, Verizon, 3Com
Internet Protocol (IP)	Not Yet Determined	Alcatel, Aspect, Avaya, Cisco, Nortel, Siemens, 3Com
Management Tools
Quality Assurance/Logging Application (QA)	6 to 24 months	Cellit Technologies, Comverse, Dictaphone, e-talk, Eyretel, Interactive Intelligence, Mercom, Nice, Thales/Racal, Witness Systems
E-Mail Quality Assurance	3 to 6 months	Comverse, Eyretel, e-talk, Nice, Witness Systems
Workforce Management Application (WFM)	3 to 48 months	Aspect/TCS, Blue Pumpkin, IEX, Pipkins
Training Programs	1 to 18 months	Departmental or vendor basic training, communications training, product training, sales training, up-training, etc.
Skills-Based Routing	9 to 24 months	Alcatel, Aspect, Avaya, Chordiant, Davox, eshare, Kana, Oracle, PeopleSoft, Rockwell, Siebel, Siemens, Talisma
Scripting Software	3 to 12 months	Aspect, Avaya, Chordiant, Davox, eshare, Oracle, PeopleSoft, Siebel, Talisma
E-Service / E-Sales
Universal Queué (UQ)	18 to 48 months	Apropos, Aspect, Avaya, Cisco/GeoTel, CosmoCom, Davox, eshare, Oracle, Siebel, Synchrony
E-Mail Response Management System (ERMs)	3 to 18 months	Alcatel/Genesys, Avaya, Banter, Cellit Technologies, Chordiant, Davox, eGain, eshare, Firepond, Island Data Corporation, Kana, Kanisa, Oracle, RightNow Technologies, Siebel, Synchrony, Talisma, Web Tone
Web Self-Help	2 to 12 months	AskJeeves, Banter, Chordiant, eGain, eshare, Firepond, Island Data Corporation, Kana, Oracle, PeopleSoft, Primus, Quiq, RightNow Technologies, Service Ware, Siebel, Talisma
Virtual Agents	6 to 18 months	AskJeeves, eGain, NativeMinda, RightNow Technologies
Collaboration (advanced co-browsing)	May Increase Cost	Aspect, Avaya, Chordiant, Cisco, eGain, eshare, HipBone, Kana, Siebel, Talisma
Voice Over Internet Protocol (VoIP)	Not Yet Determined	Acapel, Aspect, Avaya, Cisco, CosmoCom, Nortel
Community Software	Not Yet Determined	PeopleLink