2009 Trends to Watch: Voice and Video Business

Publication Date	December 2008
Publisher	Datamonitor
Product Type	Report
Pages	11
ISBN Number	not applicable
Product Code	DAT14539

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Summary

Technology markets are changing fast. This brief is essential reading for you to identify and track the key forces shaping the prospects for your business. In this piece, Datamonitor's analyst specializing in voice and video business will outline the changes in your market and explain which trends will have the biggest impact in 2009.

Scope

An overview of key trends occurring in the voice business market in 2009.
Datamonitor's recommendations to vendors competing in the enterprise, and mobile search voice business markets.

Highlights

Customer retention and cost reduction are the top priorities for contact centers. As a result, investments in self-service solutions are less likely to be impacted by financial stress than investments in other contact center technologies.

Enterprises will try, where possible, to extend the life of legacy IVR platforms and continue to use existing DTMF applications. This will likely slow the growth of speech solutions in the enterprise.

Reasons to Purchase

Learn about the top trends in enterprise and mobile speech in 2009.
Understand how the IVVR and video conferencing markets will develop.

Content

Datamonitor View
CATALYST
SUMMARY
ANALYSIS
- Introduction
- Speech in the contact center: Proactive communications and hybrid deployments will be the focus in 2009
- Outbound IVR will be deployed in travel and tourism, healthcare, financial services and communications
- Enterprises are investing in speech to create more personalized, customer-friendly self-service solutions
- The demand for speech in India and China will increase for value add services
- The uptake of premise-based managed services will grow in the enterprise
- Voice biometrics will remain in prototype stages
- Mobile speech: mobile search and in-car speech will gain in popularity
- Application stores will provide an outlet for mobile search applications
- The uses for speech within cars is advancing
- There will be more innovations with speech in the warehouse environment
- Video: Mid-range and desktop video conferencing will be deployed to reduce travel costs
- Adoption of desktop video conferencing solutions will continue
- There will be more niche deployments of IVVR
- Recommendations
APPENDIX
- Definitions
- Methodology
- Further reading
- Ask the analyst
- Datamonitor consulting
- Disclaimer