Understanding Key Drivers for IVR Investment in a Changing Landscape (Market Focus):

Understanding Key Drivers for IVR Investment in a Changing Landscape (Market Focus)

Product Type: Market Research Report
Published by: Datamonitor
Published: December 2007
Product Code: R313-28634

Description

Introduction

The global IVR market continues to grow across all geographies amidst an underlying change in infrastructure from traditional hardware based technologies to software based approach. There is an increasing acceptance of Voice-XML platforms as businesses demand greater flexibility, agility, affordability, scalability and innovation in IVR solutions.

Scope

This brief identifies the key drivers for IVR investment through 2012. This brief breaks down the total IVR market by geography, DTMF and speech, and IP and TDM technologies.

Highlights

Voice-XML continues to expand and increase its footprint in the IVR market. 2008 is the year where Voice-XML ports will overtake traditional ports both in terms of number of ports shipped and revenue. IP-based Voice-XML ports continue to increase at a phenomenal rate and will overtake TDM ports by 2010.

Reasons to Purchase

Gain insight into the trends affecting global investment in IVR. Learn of IVR spending by geography, DTMF vs speech, traditional vs Voice-XML and IP vs TDM.

Table of Contents

DATAMONITOR VIEW: CATALYST; SUMMARY; ANALYSIS; Increasing number of customer interactions and self-service transactions; Businesses are targeting new geographies with new products; Businesses are providing their customers more number of channels to communicate; Enterprises are leveraging IVR more strategically to create a win-win situation; Greater focus on customer service differentiation; Shift from a hardware- to a software-based approach; Leveraging past technology investments; Change in reporting paradigm; Massive exodus of existing traditional IVR systems as lifecycles come to an end; Migration to Voice-XML; Growing adoption of IP in the enterprise and the service provider markets; New opportunities in rapidly emerging markets; Tremendous growth in economic activities; Carrier IVR deployments; ACTIONS; A good migration plan could help the vendors in the long run; Partnership could be crucial to success; Vendors should look to provide more flexibility
APPENDIX: Definitions; Contact centers; Dual tone multi-frequency (DTMF); Interactive voice response (IVR); Open standards; Voice-XML; Methodology; Further reading; Ask the analyst; Datamonitor consulting; Disclaimer
List of Tables: Table 1: Voice-XML vs. Traditional IVR revenue, 2006- 2012; Table 2: Voice-XML vs. Traditional IVR revenue, 2006- 2012 by proportion; Table 3: Voice-XML vs traditional IVR port shipments, 2006-2012; Table 4: Voice-XML vs traditional IVR port shipments, 2006-2012; Table 5: TDM vs IP shipments for IVR, 2006-2012; Table 6: TDM vs IP shipments for IVR, 2006-2012; Table 7: IVR port shipment spend by region, 2006-2012
List of Figures: Figure 1: Voice-XML vs. Traditional IVR revenue, 2006- 2012; Figure 2: Voice-XML vs traditional IVR port shipments, 2006-2012; Figure 3: TDM vs IP shipments for IVR, 2006-2012; Figure 4: IVR port shipment spend by region, 2006-2012; Figure 5: Agent position growth in BRIC, 2004 - 2009

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