Exploiting the Installed Base (Review Report)

Publication Date	January 2007
Publisher	Datamonitor
Product Type	Report
Pages	32
ISBN Number	not applicable
Product Code	DAT04329

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Summary

Introduction

This report combines all three briefs from the Installed Base theme, giving a general overview of the IVR market in the context of changing market conditions and increasing adoption of Voice-XML. A databook showcasing relevant data from the interactive model is also included.

Scope

The first brief delivers a snapshot of Voice-XML adoption rates across regions and examines vendor and enterprise strategies.
The second brief, The Outlook for Outbound IVR, drills down into market conditions affecting a particular sub-segment of the IVR market.
The final brief projects the impact of a nascent technology, Video IVR, onto the IVR market into the future.

Highlights

Organizations must consider new IVR investment, and vendors are aggressively trying to migrate their customer installed base to Voice-XML platforms.

Over the next five years video IVR will be heavily deployed in niche environments where multimedia communications will improve information provision, self-service resolution, targeted marketing campaigns and enterprise business processes.

In the next five to ten years, the market will move towards an open-standards-based multimedia system which will greatly multiply the flexibility of IVR, allowing enterprises to shift their contact strategy between combinations of text message, video, speech, and DTMF as appropriate.

Reasons to Purchase

Gain a concrete and quantitative understanding of the IVR market;
Understand the drivers for both niche and expanding subsectors;
Isolate opportunities in an environment of technological change.

Content

Catalyst
Summary
Methodology
Executive Summary
- Introduction
- Standards and the Installed Base (Market Focus)
- The Outlook for Outbound IVR (Market Focus)
- The Outlook for Video IVR (Technology Focus))
- Global Trends in IVR (Databook)
- Summary
- Vendor refinement of strategy and messaging around Voice-XML
- Improved market perception and understanding of the benefits of Voice-XML
- Comparing add-on vs. new port shipments by global region
- Measuring Voice-XML penetration by global region
- Growing consolidation and centralization of IVR assets among enterprises and service providers
- Consolidation and optimization of IVR assets
- Increasing IP penetration across organizations
- Enterprises and service providers should consider the following points...
- IVR platform vendors, resellers and systems integrators should consider the following points...
The Outlook For Outbound Ivr (Technology Focus)
- Summary
- As IVR moves forward, enterprises, vendors, and hosted providers look to expand its use
- The focus of outbound work is shifting from revenue generation to maintaining existing relationships
- Multiple opportunities exist for outbound IVR which can be perceived by consumers as a service rather than an intrusion
- Identity verification
- Bill payment
- Third party verification
- Other opportunities
Actions
The Outlook For Video Ivr (Technology Focus)
- Summary
- The emergence of 3G networks and mobile devices
- The business benefits of IVVR
- Integration of video capabilities into the newer version of the Voice-XML open standard
- IVVR platform and enabling software vendors (in alphabetical order)
- Fundamental shift in companies' marketing campaigns
- Actions
Global Ivr Market Trends (Databook)
- Introduction
- Definitions
- Market revenue
Appendix
- Definitions
- Contact centers
- Dual tone multi-frequency (DTMF)
- Interactive voice response (IVR)
- SALT (Speech Application Language Tags)
- Open-standards
- Voice-XML
- Extended Methodology
Further reading
- Ask the analyst
List of Tables
- Table 1: Add-on and new IVR port shipments by region, 2005
- Table 2: Global IVR port shipments, 2005-2010
- Table 3: Snapshot of vital statistics for IVVR
- Table 4: Category definitions
- Table 5: Total IVR revenue
- Table 6: Total IVR revenue by proportion
- Table 7: IVR maintenance and support revenue ($m)
- Table 8: IVR maintenance and support revenue by proportion
- Table 9: IVR port shipment revenue ($m)
- Table 10: IVR port shipment revenue by proportion
- Table 11: IVR ports shipped (thousands)
- Table 12: IVR ports shipped by proportion
List of Figures
- Figure 1: Add-on and new IVR port shipments by region, 2005
- Figure 2: Voice-XML penetration across global regions, 2005-2010
- Figure 3: Global IVR port shipments, 2005-2010
- Figure 4: The progress of IVR
- Figure 5: Total IVR revenue
- Figure 6: Total IVR revenue by proportion
- Figure 7: IVR maintenance and support revenue ($m)
- Figure 8: IVR maintenance and support revenue by proportion
- Figure 9: IVR port shipment revenue ($m)
- Figure 10: IVR port shipment revenue by proportion
- Figure 11: IVR ports shipped (thousands)
- Figure 12: IVR ports shipped by proportion