CATALYST 1
SUMMARY 1
METHODOLOGY 1
EXECUTIVE SUMMARY 2
Introduction 2
The Global Outlook for Hosted Speech and DTMF Services Through 2012 (Market Focus) 2
Identifying Global Opportunities for Hosted DTMF and Speech Services (Strategy Focus) 2
The Open Approach to Hosted and Managed Speech Services (Technology Focus) 3
Sizing the Hosted IVR Market in the US (Databook) 3
THE GLOBAL OUTLOOK FOR HOSTED SPEECH AND DTMF SERVICES THROUGH 2012 (MARKET FOCUS) 5
Summary 5
Adoption of Voice-XML is leading to an expansion of the hosting landscape 5
Snapshot of the NA market for hosted speech and DTMF services 7
Snapshot of the EMEA market for hosted speech and DTMF services 9
Snapshot of the APAC and CALA markets for hosted speech and DTMF services 10
Voice-XML opens the playing field for hosted IVR services 12
Accelerated data circulation is creating a market for multi-tenant / on-demand hosting 13
Growing need for capacity and multi-tenant services for hosted IVR 14
Incumbents' desire for dedicated ports 15
Speech application sophistication is having an influence over hosting decisions 15
Ownership of the application to take center stage 16
IDENTIFYING GLOBAL OPPORTUNITIES FOR HOSTED SPEECH AND DTMF SERVICES (STRATEGY FOCUS) 17
Summary 17
Large enterprises should consider hosted or premise-based managed IVR services in areas of their business which are either seasonal or subject to unpredictable surges in customer contacts. 17
Medium-sized enterprises should take advantage of hosted expertise and in-house expertise with premise-based managed IVR services 18
Small businesses should continue to be customers of hosted IVR services 18
Wireless carriers should consider becoming customers of hosted IVR 19
Systems integrators and partners should ensure that hosted services are part of the menu of options available to their clients 19
Vendors and partners should focus on reliability, personalized applications, application expertise and analytics in order to survive in a rapidly consolidating market 20
Reliability, redundancy, and scalability 20
Personalized applications 20
Application expertise and analytics 20
Outbound services 21
A sign of things to come.... 21
THE OPEN APPROACH TO HOSTED AND MANAGED SPEECH SERVICES (TECHNOLOGY FOCUS) 23
Summary 23
Evolving infrastructure and growing support, endorsement and adoption of Voice-XML 23
The changing contact center and evolving IVR platform 24
Gradual adoption of the IMS framework among service providers 25
The impact of evolving infrastructure in the hosted speech market 26
Long-term IT strategy alignment around IVR deployment flexibility 26
Increasing acceptance of the Software as a Service (SaaS) model for speech services 28
SaaS is gaining traction in the voice business market 29
SIZING THE HOSTED IVR MARKET IN THE US (DATABOOK) 31
Introduction 31
Total US revenue for hosted IVR by DTMF and speech, 2006-2012 31
US services revenue for hosted IVR by DTMF and speech, 2006-2012 32
US applications revenue for hosted IVR by DTMF and speech, 2006-2012 33
US usage revenue for hosted IVR by DTMF and speech, 2006-2012 34
US revenue for hosted IVR by hosted and premise-based managed services, 2006-2012 35
US revenue for fully hosted IVR by speech and DTMF, 2006-2012 36
US revenue for premise-based managed services by speech and DTMF, 2006-2012 37
US Installed ports for hosted IVR by speech and DTMF, 2006-2012 38
US installed ports for hosted IVR by fully hosted and premise-based managed services, 2006-2012 39
US installed ports for fully hosted IVR by DTMF and speech, 2006-2012 40
US installed ports for premise-based managed services, 2006-2012 41
APPENDIX 43
Definitions 43
This theme covers three types of interactive voice response (IVR) deployments. They are as follows: 43
Premise-based managed services 43
Premise-based traditional 43
Hosted 43
Definitions 43
ASR (automatic speech recognition) 43
Applications 43
Contact centers 44
Dual tone multi-frequency (DTMF) 44
Interactive voice response (IVR) 44
Open-standards 44
Platform 45
Services 45
Voice-XML 45
Usage 45
Further reading 45
Ask the analyst 45
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