1. © Copyright 2002 Frost & Sullivan. All Rights Reserved. North American Outsourced Contact Center Service Markets Economic Slowdown Brings Short-Term Losses, Promises Long-Term Gains “The demand for inbound customer service and help desk applications is on the rise within the outsourced contact center services market. Expanding workloads from clients in the financial services, telecommunications, and consumer goods markets are developing help desk applications.” 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 Emerging applications in the Customer Care Technology market Market sizing and competitive analysis Market forecasts and opportunity analysis Key Features

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

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

5. © Copyright 2002 Frost & Sullivan. All Rights Reserved. Abacus Communications Access Direct Telemarketing, Inc. Aegis Communications Group, Inc. AFFINA APAC Customer Services, Inc. BlueStar Solutions Business Response, Inc. ClientLogic Corp. Convergys Corp. CSG Systems International, Inc. CTC Teleservices, Inc. DialAmerica Marketing DRG Telemarketing EDS eTelecare Excell Global Services FutureCall Telemarketing, Inc. Infotel Integrated Sales Solutions, Inc. Integrated Messaging, Inc. L&S TeleServices Line One, Inc. OnPoint Optima Communications Canada, Inc. ORC ProTel OSC TeleServices Precision Response Corp. Proxy Communications, Inc. Reese Brothers, Inc. Ron Weber and Associates Ross Marketing, Inc. SITEL Corp. Technion Communications Corp. TeleQuest Telerx TeleSpectrum Communications Total Telemarketing Concepts Transcom Worldwide USA 800, Inc. World Access Service Corp. 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