Targeting Global Opportunities for Hosted and Premise-Based Managed IVR Services (Review Report)

Publication Date	May 2007
Publisher	Datamonitor
Product Type	Report
Pages	47
ISBN Number	not applicable
Product Code	DAT05144

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Summary

Introduction

This review report explores the market for hosted and premise-based managed IVR services. It contains briefs that highlight scale, scope, growth, opportunities and challenges facing the market.

Scope

The Market Focus section discusses the main trends affecting the market for hosted and premise-based managed IVR services.
The Strategy Focus section helps companies excel in an environment that is being gradually transformed by the adoption of the Voice-XML standard.
The Technology Focus section provides a deep dive into the shifts in infrastructure and investment philosophy.

Highlights

The need for openness, interoperability, flexibility and investment protection underpins today's growing movement towards SOA, IMS and web services frameworks in infrastructure. As a result, environments agile enough to support and transition between multiple deployment models for hosted and premise-based managed speech services are emerging.

Reasons to Purchase

Understand the dynamics of the hosted and premise-based managed IVR services.
Explore the market opportunities with sizing and forecast data through 2012.
Gain insight into the underlying technology trends of the market for IVR.

Content

Catalyst
Summary
Methodology
Executive Summary
- Introduction
- The Global Outlook for Hosted Speech and DTMF Services Through 2012 (Market Focus)
- Identifying Global Opportunities for Hosted DTMF and Speech Services (Strategy Focus)
- The Open Approach to Hosted and Managed Speech Services (Technology Focus)
- Sizing the Hosted IVR Market in the US (Databook)
The Global Outlook For Hosted Speech And Dtmf Services Through 2012 (Market Focus)
- Summary
- Adoption of Voice-XML is leading to an expansion of the hosting landscape
- Snapshot of the NA market for hosted speech and DTMF services
- Snapshot of the EMEA market for hosted speech and DTMF services
- Snapshot of the APAC and CALA markets for hosted speech and DTMF services
- Voice-XML opens the playing field for hosted IVR services
- Accelerated data circulation is creating a market for multi-tenant / on-demand hosting
- Growing need for capacity and multi-tenant services for hosted IVR
- Incumbents' desire for dedicated ports
- Speech application sophistication is having an influence over hosting decisions
- Ownership of the application to take center stage
Identifying Global Opportunities For Hosted Speech And Dtmf Services (Strategy Focus)
- Summary
- Large enterprises should consider hosted or premise-based managed IVR services in areas of their business which are either seasonal or subject to unpredictable surges in customer contacts.
- Medium-sized enterprises should take advantage of hosted expertise and in-house expertise with premise-based managed IVR services
- Small businesses should continue to be customers of hosted IVR services
- Wireless carriers should consider becoming customers of hosted IVR
- Systems integrators and partners should ensure that hosted services are part of the menu of options available to their clients
- Vendors and partners should focus on reliability, personalized applications, application expertise and analytics in order to survive in a rapidly consolidating market
- Reliability, redundancy, and scalability
- Personalized applications
- Application expertise and analytics
- Outbound services
- A sign of things to come....
The Open Approach To Hosted And Managed Speech Services (Technology Focus)
- Summary
- Evolving infrastructure and growing support, endorsement and adoption of Voice-XML
- The changing contact center and evolving IVR platform
- Gradual adoption of the IMS framework among service providers
- The impact of evolving infrastructure in the hosted speech market
- Long-term IT strategy alignment around IVR deployment flexibility
- Increasing acceptance of the Software as a Service (SaaS) model for speech services
- SaaS is gaining traction in the voice business market
Sizing The Hosted Ivr Market In The Us (Databook)
- Introduction
- Total US revenue for hosted IVR by DTMF and speech, 2006-2012
- US services revenue for hosted IVR by DTMF and speech, 2006-2012
- US applications revenue for hosted IVR by DTMF and speech, 2006-2012
- US usage revenue for hosted IVR by DTMF and speech, 2006-2012
- US revenue for hosted IVR by hosted and premise-based managed services, 2006-2012
- US revenue for fully hosted IVR by speech and DTMF, 2006-2012
- US revenue for premise-based managed services by speech and DTMF, 2006-2012
- US Installed ports for hosted IVR by speech and DTMF, 2006-2012
- US installed ports for hosted IVR by fully hosted and premise-based managed services, 2006-2012
- US installed ports for fully hosted IVR by DTMF and speech, 2006-2012
- US installed ports for premise-based managed services, 2006-2012
Appendix
- Definitions
- This theme covers three types of interactive voice response (IVR) deployments. They are as follows:
- Premise-based managed services
- Premise-based traditional
- Hosted
- Definitions
- ASR (automatic speech recognition)
- Applications
- Contact centers
- Dual tone multi-frequency (DTMF)
- Interactive voice response (IVR)
- Open-standards
- Platform
- Services
- Voice-XML
- USAge
- Further reading
- Ask the analyst
List Of Tables
- Table 1: Spending on hosted speech and DTMF services by region, 2006-2012
- Table 2: Spending on hosted speech and DTMF services by region and proportion, 2006-2012
- Table 3: Spending on hosted speech and DTMF services in NA, 2006-2012
- Table 4: Spending on hosted speech and DTMF services in EMEA, 2006-2012
- Table 5: Spending on hosted speech and DTMF services in APAC, 2006-2012
- Table 6: Spending on hosted speech and DTMF services in CALA, 2006-2012
- Table 7: Total US revenue for hosted IVR by DTMF and speech, 2006-2012
- Table 8: US services revenue for hosted IVR by DTMF and speech, 2006-2012
- Table 9: US applications revenue for hosted IVR by DTMF and speech, 2006-2012
- Table 10: US usage revenue for hosted IVR by DTMF and speech, 2006-2012
- Table 11: US revenue for hosted IVR by fully hosted and premise-based managed services, 2006-2012
- Table 12: US revenue for fully hosted IVR by speech and DTMF, 2006-2012
- Table 13: US revenue for premise-based managed services by speech and DTMF, 2006-2012
- Table 14: US Installed ports for hosted IVR by speech and DTMF, 2006-2012
- Table 15: US installed ports for hosted IVR by fully hosted and premise-based managed services, 2006-2012
- Table 16: US installed ports for fully hosted IVR by DTMF and speech, 2006-2012
- Table 17: US installed ports for premise-based managed services by DTMF and speech, 2006-2012
List Of Figures
- Figure 1: Spending on hosted speech and DTMF services by region, 2006-2012
- Figure 2: Spending on hosted speech and DTMF services in NA, 2006-2012
- Figure 3: Spending on hosted speech and DTMF services in EMEA, 2006-2012
- Figure 4: Spending on hosted speech and DTMF services in APAC, 2006-2012
- Figure 5: Spending on hosted speech and DTMF services in CALA, 2006-2012
- Figure 6: The changing contact center
- Figure 7: Uptake of speech solutions across different deployment models, 2006-2012
- Figure 8: Total US revenue for hosted IVR by DTMF and speech, 2006-2012
- Figure 9: US services revenue for hosted IVR by DTMF and speech, 2006-2012
- Figure 10: US applications revenue for hosted IVR by DTMF and speech, 2006-2012
- Figure 11: US usage revenue for hosted IVR by DTMF and speech, 2006-2012
- Figure 12: US revenue for hosted IVR by hosted and premise-based managed services, 2006-2012
- Figure 13: US revenue for fully hosted IVR by speech and DTMF, 2006-2012
- Figure 14: US revenue for premise-based managed services by speech and DTMF, 2006-2012
- Figure 15: US Installed ports for hosted IVR by speech and DTMF, 2006-2012
- Figure 16: US installed ports for hosted IVR by fully hosted and premise-based managed services, 2006-2012
- Figure 17: US installed ports for fully hosted IVR by DTMF and speech, 2006-2012
- Figure 18: US installed ports for premise-based managed services by DTMF and speech, 2006-2012