Understanding Key Drivers for IVR Investment in a Changing Landscape - Market Focus
http://www.companiesandmarkets.com/Summary-Market-Report/understanding-key-drivers-for-ivr-investment-in-a-changing-landscape-market-focus-41862.asp
- Market - Information Technology
- Published Date - 04/12/2007
- Report Type - Market Report
- Country - Global
- Number of Pages - 15
Report Summary
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 1
CATALYST 1
SUMMARY 1
ANALYSIS 2
Increasing number of customer interactions and self-service transactions 2
Businesses are targeting new geographies with new products 2
Businesses are providing their customers more number of channels to communicate 3
Enterprises are leveraging IVR more strategically to create a win-win situation 3
Greater focus on customer service differentiation 4
Shift from a hardware- to a software-based approach 5
Leveraging past technology investments 5
Change in reporting paradigm 5
Massive exodus of existing traditional IVR systems as lifecycles come to an end 6
Migration to Voice-XML 6
Growing adoption of IP in the enterprise and the service provider markets 7
New opportunities in rapidly emerging markets 9
Tremendous growth in economic activities 10
Carrier IVR deployments 11
ACTIONS 11
A good migration plan could help the vendors in the long run 11
Partnership could be crucial to success 12
Vendors should look to provide more flexibility 12
APPENDIX 13
Definitions 13
Contact centers 13
Dual tone multi-frequency (DTMF) 13
Interactive voice response (IVR) 13
Open standards 13
Voice-XML 14
Methodology 14
Further reading 14
Ask the analyst 14
Datamonitor consulting 14
Disclaimer 14
List of Tables
Table 1: Voice-XML vs. Traditional IVR revenue, 2006- 2012 4
Table 2: Voice-XML vs. Traditional IVR revenue, 2006- 2012 by proportion 4
Table 3: Voice-XML vs traditional IVR port shipments, 2006-2012 7
Table 4: Voice-XML vs traditional IVR port shipments, 2006-2012 7
Table 5: TDM vs IP shipments for IVR, 2006-2012 8
Table 6: TDM vs IP shipments for IVR, 2006-2012 9
Table 7: IVR port shipment spend by region, 2006-2012 10
List of Figures
Figure 1: Voice-XML vs. Traditional IVR revenue, 2006- 2012 3
Figure 2: Voice-XML vs traditional IVR port shipments, 2006-2012 6
Figure 3: TDM vs IP shipments for IVR, 2006-2012 8
Figure 4: IVR port shipment spend by region, 2006-2012 9
Figure 5: Agent position growth in BRIC, 2004 - 2009 11