The Outlook for Video IVR (Technology Focus)

Publication Date	December 2006
Publisher	Datamonitor
Product Type	Report
Pages	7
ISBN Number	not applicable
Product Code	DAT04432

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£1,000.00
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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

Information gathered from interviews with major IVVR platform and enabling software vendors.
Analysis of the environmental factors that is affecting investment in video IVR technology.

Highlights

Video IVR, called interactive voice and video response (IVVR), is basically a multimedia platform that supports DTMF and speech recognition (if this feature is enabled) and video transmissions (play and record).

Reasons to Purchase

Understand the impact that video brings to IVR in today's business practices.
Learn of today's market dynamics and deployments of IVVR technology.

Content

Catalyst
Summary
Methodology
- AnaLYSIS
- 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
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 Tables
- Table 1: Snapshot of vital statistics for IVVR