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

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

Published Date: December 2007

Published By: Datamonitor

Page Count: 103

Order Code: R313-29383

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Description

Table of Contents

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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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