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