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Home > Communications > Telecommunications > General Telecom
Understanding Key Drivers for IVR Investment in a Changing Landscape (Market Focus)
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| Published Date:
December 2007
Published By:
Datamonitor
Page Count:
15
Order Code:
R313-28634
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- 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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