Segmenting Call Centers

[bschoolstudent]

I am a business school student in search of help for a research project.

I'm trying to help a small speech analytic company in targeting potential customers. My questions are:

1) What is the best way to segment the call center market? Does it make sense to segment by industry e.g. telecom, retail, IT, financial,...?

2) If segmenting by industry makes sense, what are major factors that will determine whether the call center will purchase software that improves call center monitoring?

3) How important are the factors (above) relative to each other?

4) How does each segment (if segment by industy: telecom, retail, IT, financial,...) differ in the factors (above)?

Any insight would be greatly appreciated.