Market Metrics to contribute contact centre study to NBI/Michael Sone Associates’ 2008 market research programme

April 25, 2008 — Market Metrics today announced that the Kanata-based consultancy will contribute a study of the Canadian market for Automatic Call Distribution (ACD) and other contact centre equipment to NBI/Michael Sone Associates’ 2007 Market Research Program.

This marks the sixth consecutive year that Market Metrics has researched and authored studies for NBI/Michael Sone Associates.

The Canadian ACD/Contact Centre Market Report has been published every second year for over 15 years. Along with the Canadian PBX Market Report and Canadian Ethernet Switch Market Report, it forms the NBI/Michael Sone Associates’ series of customer premise equipment (CPE) reports describing the Canadian enterprise market for network equipment manufacturers.

Since yesterday’s call centres have evolved to multimedia contact centres encompassing the many means by which customers interact with enterprises — telephone, web chat, instant messaging, e-mail, facsimile and mail correspondence — this report covers automatic call distribution and associated in-bound contact centre equipment. The previous edition, published in 2005, was also authored by Market Metrics and was 135 pages in length with over 30 detailed exhibits providing comprehensive quantification and analysis.

Founded in 1977, NBI/Michael Sone Associates is a leading Canadian market research and consulting firm whose mission is to provide statistically-based, primary-sourced information on the Canadian telecommunications industry. NBI/Michael Sone Associates’ independent, full-service research information provides vital tools for strategic and market planning to service providers, equipment manufacturers, start-ups and the investment community. More information about NBI/Michael Sone Associates can be found at

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    Meet Greg Graham, Certified Management Consultant

    Market Metrics Inc. helps knowledge-based businesses with strategy, planning and innovation, and was founded in 2003 by Greg Graham, a seasoned marketing professional.

    Greg is a Certified Management Consultant (CMC), a Fellow of the Ontario Institute of Management Consultants (FCMC), an Accredited Small Business Consultant (ASMEC) in the United States, and holds MBA/BEE degrees plus a Certificate in Strategic Management.

    Prior to founding Market Metrics, his 21 years of corporate experience encompassed tech start-ups through Fortune 500 companies.

    Greg frequently performs consulting engagements on behalf of the Government of Canada’s Industrial Research Assistance Program (IRAP).