Hosted Speech and Outbound IVR Services (Strategic Focus)

The introduction of hosted speech and outbound IVR services is helping vendors scale up the value stack in a rapidly commoditizing and price-competitive hosted IVR market. Enterprises are choosing this model for scalable solutions when they have high call volumes, to minimize CapEx and where they need expertise with developing sophisticated speech projects.

Report Highlights
Hosting is becoming more accepted and this model is gaining traction for IVR. Growth in hosted speech is increasing at a faster rate than for DTMF: speech applications are often complex to develop and enterprises have limited internal expertise meaning that hosting is a more feasible option.

Outbound services are being offered in addition to hosted speech in order to maximize IVR port usage and generate an additional revenue stream for vendors when hosted IVR growth is sluggish. Outbound automated speech services can be used for identification verification to identify the caller before other applications are introduced to the caller.

The current economic climate is helping to drive business for outbound IVR in debt collections. In order to communicate with the rapidly increasing number of customers in debt, loans companies and banks are looking for cheaper alternatives to reach out to customers.
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Overview 1
Catalyst 1
Summary 1
Key Messages 2
Counterfeiting is an increasing problem for the pharmaceutical industry 2
Legislation could be key to the success of ePedigree and RFID 2
Implementations of ePedigree and RFID will not be simple 2
Geographic differences add an extra layer of complexity 2

Market Opportunity 5
RFID can help solve many of pharma's pain points 5
RFID is a solution that is becoming more advanced and cost effective 6
ePedigree is a critical technology for the development of anti-counterfeiting measures in pharma 6
Understanding the difference between ePedigree and serialization 6
Pharma companies often choose 2D barcodes over RFID 7
The need for RFID is being driven from multiple directions but legislation is primary 7
The prevalence of counterfeiting is driving the need for RFID 7
The sale of drugs through the internet has proved a problem for preventing the spread of counterfeit drugs 8
The increase of legislation will help to drive the uptake of RFID 8
Uncertainty around legislation makes the market a challenging environment 8
RFID and ePedigree can help with drug recall 9
2D barcodes do not offer a long term solution 9
There are a number of significant inhibitors holding the RFID market back 10
A number of pharma companies have a lack of confidence in RFID 10
RFID has yet to establish a compelling ROI 10
RFID is too dependent on the legislation that administrators may decide to introduce 10
The structure of the RFID market in pharma 11
Counterfeiting is a growing problem in the developing world 11
The US will be the dominant market, but implementations will often be global 11
Europe is introducing various legislation but some countries are not waiting for the EU 12
Customer Impact: 13
Pharma companies need to prepare for the introduction of a variety of legislation 13
The delay in the Californian legislation means that pharma companies will not miss the deadline 13
Preparation for the future is key 13
Irrespective of legislation, pharma companies should be forward thinking 14
Forward thinking means not shying away from innovative technology 14
Pharma manufacturers must not get caught up in a fight with wholesalers 14
Different types of companies need different policies 15
Not all vendors are suitable for ePedigree and RFID implementations 15
The complex pharma supply chain makes RFID implementations particularly challenging 16
Supply chains differ considerably across the markets 16
The landscape of future implementations is hard to judge 19
Vendors need to think carefully about their five year plan 19
Pharma manufacturers should seek to work with all stakeholders along the supply chain 19
The development of standards will prove crucial for future success 19
Competitive Landscape 21
Accenture 22
Positioning 22
Alien Technology 23
Positioning 23
Blue Vector 24
Positioning 24
Hewlett Packard Company 25
Positioning 25
SAP 26
Positioning 26
What does the future hold? 27
Go to Market 28
Vendors must not fall into the trap of becoming a solution looking for a problem 28
A deep knowledge of life sciences is key to prevent this 28
Vendors need to concentrate on bringing ePedigree and RFID to the wider market 28
An understanding of the different needs in each market is imperative 28
Well developed partnerships are crucial in order for ePedigree to succeed 29
Flexibility also remains important 29
APPENDIX 30
Definitions 30
Methodology 30
Further reading 30
Ask the analyst 31
Datamonitor consulting 31
Disclaimer 31
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Table 1: Spending on hosted DTMF and speech ($ millions) 10
Table 2: Enterprise spending on hosted and premise-based managed IVR services ($ millions) 11
Table 3: Spending on hosted IVR by region in 2007 and 2013 ($ millions) 12
Table 4: Spending on hosted inbound and outbound IVR by DTMF and speech minutes ($ millions) 13
Figure 1: Developments in IVR solutions 5
Figure 2: Spending on hosted DTMF and speech, inbound IVR 9
Figure 3: Enterprise spending on hosted and premise-based managed IVR services 11
Figure 4: Percentage of spending on hosted IVR by region in 2007 and 2013 12
Figure 5: Spending on hosted inbound and outbound IVR by DTMF and speech minutes 13
Figure 6: Early adopters of hosted speech 14
Figure 7: Top industries drivers and applications for hosted IVR 15
Figure 8: Early adopters of outbound IVR 17
Figure 9: Drivers and applications for outbound IVR 18
Figure 10: The hosted IVR vendor landscape 22
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