Understanding the Changing Role of IVR in Evolving Infrastructures (Review Report):

Understanding the Changing Role of IVR in Evolving Infrastructures (Review Report)

Product Type: Market Research Report
Published by: Datamonitor
Published: December 2007
Product Code: R313-29383

Description

Introduction

This report combines all three briefs from the voice business theme for Q4 2007. It provides an overview of drivers and trends across the global IVR market, considers how vendors can best profit from adopting particular strategies in the changing infrastructure environment, and which solutions will impact both the vendors and businesses the most.

Scope

The market focus section provides an overview of drivers and trends and provides revenue forecast across the global IVR market from 2006 to 2012. The strategy focus section highlights the areas which vendors, currently building or assessing their strategy in this area should consider. New functions, features and standards to be adopted to benefit both vendors and businesses are discussed in the technology focus part of this report.

Highlights

The combination of Voice-XML and IP is making IVR a strategic tool for the entire enterprise and service providers, allowing businesses to utilize the benefits of standardization and herald in new channels of revenue generation and improve call completion rates.

Reasons to Purchase

Explore the market opportunities with sizing and forecast data through 2010. Formulate strategies for selling, deploying and partnering in the IVR market with detailed discussions of each of these areas. Understand new features and solutions that will help both the vendors and businesses gain traction in the IVR market.

Table of Contents

Overview
Catalyst
Summary: Methodology
Executive Summary: Introduction; Understanding Key Drivers for IVR Investment in a Changing Landscape (Market Focus); Profiting from IVR in a Rapidly Shifting Marketplace (Strategy Focus); New Standards and Features to Expand IVR Boundaries (Technology Focus); Analyzing Trends in the North American and EMEA IVR Markets (Databook); Analyzing Trends in APAC and CALA IVR Markets (Databook); Table of Contents; Table of figures; Table of tables
UNDERSTANDING THE KEY DRIVERS FOR IVR INVESTMENT IN CHANGING LANDSCAPE (Market Focus)
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
PROFITING FROM IVR IN A RAPIDLY SHIFTING MARKETPLACE (Strategy Focus)
Summary: Analysis; Implement a flexible migration plan that meets the unique needs of companies; Showcase the advantages of moving to a Voice-XML platform; Tackle inhibitions on a case-by-case basis; Protect customer installed base with strategic pricing strategies; Focus on the core features and functions of IVR platforms; Develop an effective and unique partner ecosystem; Partnering with application developers; Partnering with system integrators (SI's); Partner with strategy and management consulting firms; Position IVR as an enabling platform across the entire enterprise; Unified Communications; Field services; Align IVR with new revenue channels; Multimedia benefits all stakeholders; Preempt customer interaction requirement
ACTIONS: Give customers a roadmap to upgrade to the new technology; Allow businesses to design and manage their own applications; Sell IVR to the enterprise; Provide more channels to generate revenues; NEW STANDARDS AND FEATURES TO EXPAND IVR BOUNDARIES (Technology Focus)
Summary: Analysis; Voice-XML 3.0 can be used to enhance media control; Speaker identification and verification; Video interactive services with Voice-XML; Multimodality; New standards will help bring video IVR applications to market; Leveraging IP to optimize customer service; Multiple channels into the contact center; SIP is helping drive investment in IP; Utilizing network-based technologies through multi-tenancy; The case for multi-tenancy; Vendors should solve the security puzzle; Technology behind hosted multi-tenancy; Complementing Voice-XML with CCXML; A look at call control in Voice-XML; Call control in CCXML; The benefits of CCXML
ACTIONS: Understand issues faced by customers
ANALYZING TRENDS IN THE NORTH AMERICAN AND EMEA IVR MARKETS (Databook): Introduction; IVR port shipment revenues NA and EMEA 2006 - 2012; IVR port shipment revenue North America, 2006 - 2012; Voice-XML vs. Traditional IVR revenue North America, 2006 - 2012; DTMF vs. Speech IVR revenues North America, 2006 - 2012; IVR port shipments North America, 2006 - 2012; Voice-XML vs. Traditional IVR ports North America, 2006 - 2012; DTMF vs. Speech IVR port shipments North America, 2006 - 2012; IVR ports by verticals North America, 2006 - 2012; Enterprise vs. Service provider IVR ports North America, 2006 - 2012; IP vs. TDM IVR ports North America, 2006 - 2012; IVR port shipment revenue EMEA, 2006 - 2012; Voice-XML vs. Traditional IVR revenue EMEA, 2006 - 2012; DTMF vs. Speech IVR revenues EMEA, 2006 - 2012; IVR port shipments EMEA, 2006 - 2012; Voice-XML vs. Traditional IVR ports EMEA, 2006 - 2012; DTMF vs. Speech IVR port shipments EMEA, 2006 - 2012; IVR ports by verticals EMEA, 2006 - 2012; Enterprise vs. Service provider IVR ports EMEA, 2006 - 2012; IP vs. TDM IVR ports EMEA, 2006 - 2012; ANALYZING TRENDS IN APAC AND CALA IVR MARKETS (Databook); Introduction; IVR port shipment revenue APAC & CALA 2006 - 2012; IVR port shipment revenue APAC, 2006 - 2012; Voice-XML vs. Traditional IVR revenue APAC, 2006 - 2012; DTMF vs. Speech IVR revenue APAC, 2006 - 2012; IVR port shipment APAC, 2006 - 2012; Voice-XML vs. Traditional IVR ports APAC, 2006 - 2012; DTMF vs. Speech IVR port shipment APAC, 2006 - 2012; IVR ports by vertical APAC, 2006 - 2012; Enterprise vs. Service provider IVR ports APAC, 2006 - 2012; IP vs. TDM IVR ports APAC, 2006 - 2012; IVR port shipment revenue CALA, 2006 - 2012; Voice-XML vs. Traditional IVR revenue CALA, 2006 - 2012; DTMF vs. Speech IVR revenue CALA, 2006 - 2012; IVR port shipments CALA, 2006 - 2012; Voice-XML vs. Traditional IVR ports CALA, 2006 - 2012; DTMF vs. Speech IVR port shipments CALA, 2006 - 2012; IVR ports by verticals CALA, 2006 - 2012; Enterprise vs. Service provider IVR ports CALA, 2006 - 2012; IP vs. TDM IVR ports CALA, 2006 - 2012
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; Table 8: Voice-XML vs. Traditional IVR revenue, 2006- 2012; Table 9: Voice-XML vs. Traditional IVR revenue, 2006- 2012 by proportion; Table 10: IVR port shipment revenues NA and EMEA, 2006 - 2012; Table 11: IVR port shipment revenue North America, 2006 - 2012; Table 12: Voice-XML vs. Traditional IVR revenue North America, 2006 - 2012; Table 13: Voice-XML vs. Traditional IVR revenue North America, 2006- 2012 by proportion; Table 14: DTMF vs. Speech IVR revenue North America, 2006 - 2012; Table 15: DTMF vs. Speech IVR revenue North America, 2006- 2012 by proportion; Table 16: IVR port shipment North America, 2006 - 2012; Table 17: Voice-XML vs. Traditional IVR ports North America, 2006 - 2012; Table 18: Voice-XML vs. Traditional IVR ports North America, 2006- 2012 by proportion; Table 19: DTMF vs. Speech IVR ports North America, 2006 - 2012; Table 20: DTMF vs. Speech IVR ports North America, 2006- 2012 by proportion; Table 21: IVR ports by verticals North America, 2006 - 2012; Table 22: IVR ports by verticals North America, 2006- 2012 by proportion; Table 23: Enterprise vs. Service provider IVR ports North America, 2006 - 2012; Table 24: Enterprise vs. Service provider IVR ports North America, 2006- 2012 by proportion; Table 25: IP vs. TDM IVR ports North America, 2006 - 2012; Table 26: IP vs. TDM IVR ports North America, 2006- 2012 by proportion; Table 27: IVR port shipment revenue EMEA, 2006 - 2012; Table 28: Voice-XML vs. Traditional IVR revenue EMEA, 2006 - 2012; Table 29: Voice-XML vs. Traditional IVR revenue EMEA, 2006- 2012 by proportion; Table 30: DTMF vs. Speech IVR revenue EMEA, 2006 - 2012; Table 31: DTMF vs. Speech IVR revenue EMEA, 2006- 2012 by proportion; Table 32: IVR port shipment EMEA, 2006 - 2012; Table 33: Voice-XML vs. Traditional IVR ports EMEA, 2006 - 2012; Table 34: Voice-XML vs. Traditional IVR ports EMEA, 2006- 2012 by proportion; Table 35: DTMF vs. Speech IVR ports EMEA, 2006 - 2012; Table 36: DTMF vs. Speech IVR ports EMEA, 2006- 2012 by proportion; Table 37: IVR ports by vertical EMEA, 2006 - 2012; Table 38: IVR ports by vertical EMEA, 2006- 2012 by proportion; Table 39: Enterprise vs. Service provider IVR ports EMEA, 2006 - 2012; Table 40: Enterprise vs. Service provider IVR ports EMEA, 2006- 2012 by proportion; Table 41: IP vs. TDM IVR ports EMEA, 2006 - 2012; Table 42: IP vs. TDM IVR ports EMEA, 2006- 2012 by proportion; Table 43: IVR port shipment revenue APAC & CALA, 2006 - 2012; Table 44: IVR port shipment revenue APAC, 2006 - 2012; Table 45: Voice-XML vs. Traditional IVR revenue APAC, 2006 - 2012; Table 46: Voice-XML vs. Traditional IVR revenue APAC, 2006- 2012 by proportion; Table 47: DTMF vs. Speech IVR revenue APAC, 2006 - 2012; Table 48: DTMF vs. Speech IVR revenue APAC, 2006- 2012 by proportion; Table 49: IVR port shipment APAC, 2006 - 2012; Table 50: Voice-XML vs. Traditional IVR ports APAC, 2006 - 2012; Table 51: Voice-XML vs. Traditional IVR ports APAC, 2006- 2012 by proportion; Table 52: DTMF vs. Speech IVR ports APAC, 2006 - 2012; Table 53: DTMF vs. Speech IVR ports APAC, 2006- 2012 by proportion; Table 54: IVR ports by vertical APAC, 2006 - 2012; Table 55: IVR ports by vertical APAC, 2006- 2012 by proportion; Table 56: Enterprise vs. Service provider IVR ports APAC, 2006 - 2012; Table 57: Enterprise vs. Service provider IVR ports APAC, 2006- 2012 by proportion; Table 58: IP vs. TDM IVR ports APAC, 2006 - 2012; Table 59: IP vs. TDM IVR ports APAC, 2006- 2012 by proportion; Table 60: IVR port shipment revenue CALA, 2006 - 2012; Table 61: Voice-XML vs. Traditional IVR revenue CALA, 2006 - 2012; Table 62: Voice-XML vs. Traditional IVR revenue CALA, 2006- 2012 by proportion; Table 63: DTMF vs. Speech IVR revenue CALA, 2006 - 2012; Table 64: DTMF vs. Speech IVR revenue CALA, 2006- 2012 by proportion; Table 65: IVR port shipment CALA, 2006 - 2012; Table 66: Voice-XML vs. Traditional IVR ports CALA, 2006 - 2012; Table 67: Voice-XML vs. Traditional IVR ports CALA, 2006- 2012 by proportion; Table 68: DTMF vs. Speech IVR ports CALA, 2006 - 2012; Table 69: DTMF vs. Speech IVR ports CALA, 2006- 2012 by proportion; Table 70: IVR ports by verticals CALA, 2006 - 2012; Table 71: IVR ports by verticals CALA, 2006- 2012 by proportion; Table 72: Enterprise vs. Service provider IVR ports CALA, 2006 - 2012; Table 73: Enterprise vs. Service provider IVR ports CALA, 2006- 2012 by proportion; Table 74: IP vs. TDM IVR ports CALA, 2006 - 2012; Table 75: IP vs. TDM IVR ports CALA, 2006- 2012 by proportion
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; Figure 6: Voice-XML vs. Traditional IVR revenue, 2006- 2012; Figure 7: CCXML provides the following capabilities; Figure 8: IVR port shipment revenues NA and EMEA, 2006 - 2012; Figure 9: IVR port shipment revenue North America, 2006 - 2012; Figure 10: Voice-XML vs. Traditional IVR revenue North America, 2006 - 2012; Figure 11: DTMF vs. Speech IVR revenue North America, 2006 - 2012; Figure 12: IVR port shipments North America, 2006 - 2012; Figure 13: Voice-XML vs. Traditional IVR ports North America, 2006 - 2012; Figure 14: DTMF vs. Speech IVR ports North America, 2006 - 2012; Figure 15: IVR ports by verticals North America, 2006 - 2012; Figure 16: Enterprise vs. Service provider IVR ports North America, 2006 - 2012; Figure 17: IP vs. TDM IVR ports North America, 2006 - 2012; Figure 18: IVR port shipment revenue EMEA, 2006 - 2012; Figure 19: Voice-XML vs. Traditional IVR revenue EMEA, 2006 - 2012; Figure 20: DTMF vs. Speech IVR revenue EMEA, 2006 - 2012; Figure 21: IVR port shipments EMEA, 2006 - 2012; Figure 22: Voice-XML vs. Traditional IVR ports EMEA, 2006 - 2012; Figure 23: DTMF vs. Speech IVR ports EMEA, 2006 - 2012; Figure 24: IVR ports by verticals EMEA, 2006 - 2012; Figure 25: Enterprise vs. Service provider IVR ports EMEA, 2006 - 2012; Figure 26: IP vs. TDM IVR ports EMEA, 2006 - 2012; Figure 27: IVR port shipment revenue APAC & CALA 2006 - 2012; Figure 28: IVR port shipment revenue APAC, 2006 - 2012; Figure 29: Voice-XML vs. Traditional IVR revenue APAC, 2006 - 2012; Figure 30: DTMF vs. Speech IVR revenue APAC, 2006 - 2012; Figure 31: IVR port shipment APAC, 2006 - 2012; Figure 32: Voice-XML vs. Traditional IVR ports APAC, 2006 - 2012; Figure 33: DTMF vs. Speech IVR ports APAC, 2006 - 2012; Figure 34: IVR ports by vertical APAC, 2006 - 2012; Figure 35: Enterprise vs. Service provider IVR ports APAC, 2006 - 2012; Figure 36: IP vs. TDM IVR ports APAC, 2006 - 2012; Figure 37: IVR port shipment revenue CALA, 2006 - 2012; Figure 38: Voice-XML vs. Traditional IVR revenue CALA, 2006 - 2012; Figure 39: DTMF vs. Speech IVR revenue CALA, 2006 - 2012; Figure 40: IVR port shipments CALA, 2006 - 2012; Figure 41: Voice-XML vs. Traditional IVR ports CALA, 2006 - 2012; Figure 42: DTMF vs. Speech IVR ports CALA, 2006 - 2012; Figure 43: IVR ports by verticals CALA, 2006 - 2012; Figure 44: Enterprise vs. Service provider IVR ports CALA, 2006 - 2012; Figure 45: IP vs. TDM IVR ports CALA, 2006 - 2012

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