The Outlook for Outbound IVR (Market Focus)

Publication Date	December 2006
Publisher	Datamonitor
Product Type	Report
Pages	7
ISBN Number	not applicable
Product Code	DAT04439

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Summary

Introduction

Across the globe DTMF-IVR accounts for the vast majority of the IVR installed base. This presents vendors with a significant opportunity to migrate companies to speech in order to improve customer service and business processes. Vendors should understand what greenfield opportunities exist for new standards-based platforms and speech.

Scope

Analyzes market conditions affecting the uptake of outbound IVR.
Identifies specific opportunities for outbound IVR application.

Highlights

As IVR moves forward, enterprises, vendors, and hosted providers are looking for ways to expand its use.

The focus of outbound work is shifting from revenue generation to maintaining existing relationships.

Multiple opportunities exist for consumers to perceive outbound IVR as a service rather than an intrusion.

Reasons to Purchase

Gain a concrete understanding of the role of outbound IVR in maintaining customer relationships.
Identify strategic opportunities in an evolving market.

Content

Catalyst
Summary
Methodology
- AnaLYSIS
- 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
Appendix
- Definitions
- Contact centers
- Dual tone multi-frequency (DTMF)
- Interactive voice response (IVR)
- Open standards
- Voice-XML
- Extended Methodology
Further reading
- Ask the analyst
List of Figures
- Figure 1: The progress of IVR