Telecom or all

The U.K.'s experience with competitive DA has officially reached "debacle" status. The repercussions will be global in nature as DA providers in other markets calibrate efforts to market enhancements to gain market entry and acceptance. As callers opt out of dialup DA offerings, Web, wireless and IP-based providers should capture new customers.

What looked like a breakthrough deal for Tellme – hosting AT&T Wireless’ 411 traffic -- now looks imperiled by the prospect of Cingular pointing AWE’s 411 traffic to its own inhouse shop. This is testimony to the short-term nature of today's EDA contracts.

Content publishers have struggled to do business with Cingular and will bemoan its acquisition of AT&T Wireless. The deal represents a new opportunity for providers of managed CRM and interactive services infrastructure.

Zelos Group’s analyst team has tracked the Directory Assistance (DA) market since the early ‘90s, and defines the domestic market for outsourcing providers as wholesale services. Providers in this segment typically support multiple fixed-line and wireless carriers with services that are branded in the carrier’s name. Database management, agent positions, and access platforms are provided by the wholesale call center company under contract, and carriers bill at a retail rate.