The Open Approach to Hosted and Managed Speech Services (Technology Focus)

The market for hosted and premise-based managed speech and DTMF services continues to gain traction as more customers demand deployment flexibility and quicker ROI.



Report Highlights
Business needs are constantly changing in the face of regulatory, competitive, industry and customer-driven events. As a result, organizations need the ability to quickly introduce new products and services and terminate existing products and services according to shifting patterns in the market.


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CATALYST 1
SUMMARY 1
METHODOLOGY 1
ANALYSIS 2
Evolving infrastructure and growing support, endorsement and adoption of Voice-XML 2
The changing contact center and evolving IVR platform 3
Gradual adoption of the IMS framework among service providers 4
The impact of evolving infrastructure in the hosted speech market 4
Long-term IT strategy alignment around IVR deployment flexibility 4
Increasing acceptance of the Software as a Service (SaaS) model for speech services 6
SaaS is gaining traction in the voice business market 7
ACTIONS 7
APPENDIX 8
Definitions 8
ASR (automatic speech recognition) 8
Applications 8
Contact centers 8
Dual tone multi-frequency (DTMF) 9
Interactive voice response (IVR) 9
Open standards 9
Platform 9
Voice-XML 9
Further reading 9
Ask the analyst 10

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Figure 1: The changing contact center 2
Figure 2: Uptake of speech solutions across different deployment models, 2006-2012 6

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