Interactive Voice Response (IVR) Systems - An International Market Report

1.METHODOLOGY
Study Reliability and Reporting Limitations
Disclaimers
Quantitative Techniques & Reporting Level
2.GLOBAL MARKET OVERVIEW AND OUTLOOK
Legacy Systems Being Replaced with New Technologies
VoiceXML Set to Become the Dominant IVR Technology
Cost Savings - The Primary Goal
Vendors Shift Focus to Small & Medium Companies
Large Companies Replace Legacy Systems
Packaged Applications Steal the Show
IVR Market: Undergoing Major Transition
Emergence of Standards Contributes to the Automated Speech Recognition Market
Interactive Voice Response Systems Growing in Magnitude
Applications of Automated Speech Recognition
Market Repositioning Offers a Flood of Opportunities
Evolution of New Cohort of Vendors
Competitive Scenario – A Recent Past Perspective
Factors Determining the Market
Boom in Voice Market - IVR Industry onthe Run
Speech Recognition Technology to Propel IVR Market
IVR Research- A Necessary tool to Enhance Customer Service
Clinical IVRS- A New Kid in the Block
Healthcare Technology Systems (HTS)- The Leader
Pharmaceutical Industry- Refilling Through IVR
Natural Language Fueling Growth for Speech-Enabled IVR Systems
Negative Mindset Pose Serious Challenge
Get Human - A Fight for Consumer Right
Short Market Sizzlers – A Recapitulation
3.TRENDS AND ISSUES
Interactive Voice Response: Changing the Perspectives
Strategic Tie Ups & Consolidations Herald Future Growth
VoiceXML 2.0 and IP Contact Centers - An Unbeatable Duo
Hosted IVR Market-Poised for Momentous Growth
Innovative Pricing Strategies to Boost Growth
IVR Systems - Backbone for Internet Telephony
VXML and SALT: Battling it Out
United States- The Unconquered Monarch of IVR Market
Asia-Pacific – Taking A Clue from its Western Counterparts
4.PRODUCT FACTS
5.CORPORATE DEVELOPMENTS
Telesoft Technologies Partners with Telisma
Parature Partners with Angle.com
Spoken Communications Announces Partnership with Call Genie
MacSpeech Gains Licensing Rights for Dictation Technology From Nuance
Verizion Gains VoiceXML Approval
Ifbyphone Partners with SiteKreator, Launches Latest Ifbyphone Version
Voxeo, VoiceVerified Unite Under Partnership Deal
Nokia Siemens Bags Pan-India Contract from Bharti Airtel
Verizon Business Forays into European IVR Market
Radiology Ltd Selects the SpeechQ of MedQuist
Syntellect Takes Over Fluency
Vocantas Inks Partnership Agreement with CBA
Passport Offices Install IVR Systems
Bio-Imaging Takes Over Phoenix Data
DOES Installs New IVR System
Mandi Parishad Partners with RelianceCommunication to Install IVR System
SNAP Signs Agreement with Five9
Railway Division to Upgrade IVR System
ClinPhone Enters into Global Collaboration with Invivodata
Intervoice Launches Voice Portal 5
Angle.com Expands its IVR Range
Avaya Selects Nuance Speech Recognition Technology
Envox Unveils CT ADE 10
Avaya Launches Communications Solutions for Public Safety
Avaya Introduces Speech Tools
Voxeo Re-launches SIP and IVR Hosting Infrastructure
NMS Communications Introduces the NMS Partner Network
Tourtellotte Introduces New Trident IWR
Mitel Acquires Inter-Tel
Microsoft Acquires Tellme Networks
Taleo Acquires JobFlash
IP Unity Collaborates with Metaphor to Introduce Plug & Play IVR Application Suite
NovaTel Employs Aspect® Unified IP™
Gannett COE Employs VoicePort
MedApp Installs New IVR Solution
New Wave Acquires WagerPhone
Nuance Acquires BeVocal
Silver Lake and TPG Acquire Avaya
eResearchTechnology Diversifies into Electronic Patient Reported Outcomes Business
Verizon Inks Agreement with Nunace
Nuance Acquires Focus Infomatics
Village Roadshow Collaborates with VoiceWeb for Latest IVR Solution
Palakkad Railway Division Installs New IVR System
CSG Systems Purchases Prairie
Prairie Signs Agreement with LifeLock
Syntellect Signs Distribution Agreement with Prodapt
TranSched Systems Pockets Ontira
Genesys, Eckoh Ally for Hosted Self-Service Solutions
IDEA Cellular Awards IVR Self-Service Transformation Project to IBM
West Interactive Partners with Holly Connects
SpeechSwitch Partners with ABC Telecom
Nuance Communications Acquires VoiceSignal
Noble Systems Acquires AMCAT™
Aspen Acquires Newgen
SAP AG Acquires Wicom Communications
MobiVentures to Collaborate with Froggie
Quintiles Forms Joint Venture with Thermo Fisher Scientific
Cytiva Software Unveils SonicIVR
Aculab Unleashes VoiceXML/CCXML Interpreter Software
Plum Voice Introduces Plum Store Locator
Aptuit Launches the Clarix Powered Aptuit IVRS
NextAlarm.com Unveils V-Notify IVR System
SkyCreek Introduces Call Notify - Version 5.4 IVR Platform
6.MAJOR PLAYERS
Aspect Software, Inc. (USA)
AT&T Inc. (USA)
Avaya, Inc. (USA)
BCE, Inc. (Canada)
Enghouse Systems Limited (Canada)
Syntellect Inc. (USA)
Healthcare Technology Systems (HTS) (USA)
IBM (USA)
Mitel Networks Corporation (Canada)
NMS Communications (USA)
Nortel Networks Corporation (Canada)
Nuance Communications, Inc. (USA)
Philips Speech Processing (United Kingdom)
Verizon Communications, Inc. (USA)
7.GLOBAL MARKET ANALYTICS
8.THE UNITED STATES
Overview
Factors Influencing the IVR Market
Market Share Statistics
Trends & Issues
IVR System Vendors Facing Decline in Sales
Speech-Enabled IVR Systems Increasing Efficiency
Advances in Technology and Economic Recovery to Bolster IVR Market
New Technology Leveraging Efficiency and Profitability to Pharmaceutical Market
Compatibility and Interoperability Features to Spearhead Future Markets
9.CANADA
10.EUROPE
11.REST OF WORLD
Asia-Pacific
Overview
Southeast Asian Companies Adapting IVR Systems
Speech Recognition Technology in India: Yet to Take Off
Market Trends
Asia-Pacific IVR Market Embraces Incredible Growth Potential
IVR Systems to Witness Advancement in Speech Recognition
IP Technology in IVR Systems to Gain Acceptance
Latin America: Market Overview
Competitive Scenario
Exhibits
Table 1: Percentage Share Breakdown of IVR Port Shipments by Type in EMEA (Europe, the Middle East and Africa) – 2009(E)
Table 2: Market Shares of Leading IVR Vendors in the World -
Table 3: Percentage Breakdown of Leading Voice Platform (Ports) Shipment Volumes in Europe, the Middle East and Africa -
Table 4: Percentage Shares of IVR Systems by End-use Sector in the World -
Table 5: Global Interactive Voice Response (IVR) Systems Market by Region for the Period 2007-2015 (Sales in US$ Million)
Table 6: Percentage Breakdown of Global Interactive Voice Response (IVR) Systems Market by Region for the Years 2008 & 2009
Table 7: Global Market for Interactive Voice Response (IVR) Systems (Less than 24 Ports) by Region for the Period 2007-2015 (Sales in US$ Million)
Table 8: Percentage Breakdown of Global Market for Interactive Voice Response (IVR) Systems (Less than 24 Ports) by Region for the Years 2008 & 2009
Table 9: Global Market for Interactive Voice Response (IVR) Systems (25 to 46 Ports) by Region for the Period 2007-2015 (Sales in US$ Million)
Table 10: Percentage Breakdown of Global Market for Interactive Voice Response (IVR) Systems (25 to 46 Ports) by Region for the Years 2008 & 2009
Table 11: Global Market for Interactive Voice Response (IVR) Systems (47 to 64 Ports) by Region for the Period 2007-2015 (Sales in US$ Million)
Table 12: Percentage Breakdown of Global Market for Interactive Voice Response (IVR) Systems (47 to 64 Ports) by Region for the Years 2008 & 2009
Table 13: Global Market for Interactive Voice Response (IVR) Systems (65 and Above Ports) by Region for the Period 2007-2015 (Sales in US$ Million)
Table 14: Percentage Breakdown of Global Market for Interactive Voice Response (IVR) Systems (65 and Above Ports) by Region for the Years 2008 & 2009
Table 15: Percentage Breakdown of Leading IVR System Manufacturer Dollar Sales in the US -
Table 16: Percentage Share Breakdown of Traditional IVR System Revenues in the US -
Table 17: Breakdown of Automatic Speech Recognition Process Value Sales by Category in the US -
Table 18: Percentage Breakdown of Speech Application Value Sales by Category in the US -
Table 19: Percentage Breakdown of Speech Platform Value Sales by Category in the US -
Table 20: Percentage Breakdown of Leading Automatic Speech Recognition Value Sales in the US -
Table 21: Percentage Share Breakdown of Voice Applications in the US -
Table 22: Percentage Breakdown of Leading IVR Self-Service Manufacturer Dollar Sales in North America -
Table 23: IVR Services Market Annual Minutes and Revenues in North America – 2012 (F)
Table 24: Interactive Voice Response (IVR) Systems Market by Product Segment in the US: 2007-2015 (Sales in US$ Million)
Table 25: Percentage Breakdown of Interactive Voice Response (IVR) Systems Market by Product Segment in the US for the Years 2008 & 2009
Table 26: Interactive Voice Response (IVR) Systems Market by End-Use Sector in the US: 2007-2015 (Sales in US$ Million)
Table 27: Percentage Breakdown of Interactive Voice Response (IVR) Systems Market by End-Use Sector in the US for the Years 2008 & 2009
Table 28: Percentage Share Breakdown of Traditional IVR Shipment Revenues by Type in Canada -
Table 29: Interactive Voice Response (IVR) Systems Market by Product Segment in Canada: 2007-2015 (Sales in US$ Million)
Table 30: Percentage Breakdown of Interactive Voice Response (IVR) Systems Market by Product Segment in Canada for the Years 2008 & 2009
Table 31: Interactive Voice Response (IVR) Systems Market by Product Segment in Europe: 2007-2015 (Sales in US$ Million)
Table 32: Percentage Breakdown of Interactive Voice Response (IVR) Systems Market by Product Segment in Europe for the Years 2008 & 2009
Table 33: Interactive Voice Response (IVR) Systems Market by Product Segment in Rest of World: 2007-2015 (Sales in US$ Million)
Table 34: Percentage Breakdown of Interactive Voice Response (IVR) Systems Market by Product Segment in Rest of World for the Years 2008 & 2009
Companies Profiled