Overview 1
Catalyst 1
Summary 1
Key Messages 2
The hosted IVR market is changing and there is an increasing demand for hosted speech 2
Outbound solutions offer significant advantages over predictive dialers and direct mail 2
Financial services, retail, travel and tourism and healthcare are early adopters of hosted IVR 2
The competitive landscape for is fragmented but vendors are broadening their offerings 2
The future will see an increased use of standards and better infrastructure integration 3
Market Opportunity 4
The changing IVR market 4
Avoiding commoditization and moving up the value stack 4
The software as a service model is becoming more acceptable 4
Outbound services help to maximize port usage and reduce pressure on agents 5
The benefits of outbound IVR over predictive dialers 6
The benefits of outbound IVR over direct mailing 6
Vendors are offering multi-channel solutions 7
Market drivers 7
Cost pressures are driving investments in hosted speech solutions 7
While the economy is struggling, customer retention is vital 8
High call volumes and scalability 8
Market challenges 8
Driving awareness for hosted speech and IVR applications 8
The cost of speech recognition outside the US 9
Investments in contact center staff and legacy infrastructure 9
Market size and trends 9
Growth in DTMF is stagnant but there has been an increasing demand for hosted speech solutions 9
Hybrid managed solutions are becoming more popular 10
North America represents the largest market for hosted IVR through 2013 11
Outbound services are currently a very small proportion of IVR but there are growth opportunities 12
Customer Impact 14
Hosted inbound IVR: early adopters 14
Financial services organizations have large contact centers to address customer queries 15
Fluctuating call volumes are driving growth in the retail industry 15
Travel and tourism firms need to provide high levels of customer service around the clock 15
Communications 16
Directory assistance and ticketing are using hosted speech 16
Early adopters for outbound IVR 16
Increasing debt is creating a market for outbound applications in debt collections and billing 16
Outbound IVR is increasingly part of emergency notification solutions 17
Reducing administrative costs and providing better patient care is driving growth in healthcare 18
Outbound services are used within the travel and tourism industry to gain a competitive advantage 19
Customer pain points and technology limitations 19
Control and security 19
Total cost of ownership is high 19
Customer acceptance 20
When to invest: ROI model 20
Tangible benefits: 20
Intangible benefits: 20
Competitive Landscape 21
Hosted inbound and outbound IVR services vendors (in alphabetical order) 21
Adeptra 21
Angel.com 21
Convergys 21
Eckoh 23
Eliza Corporation 23
FirstData 23
Livevox 23
MessageOne 23
MIR3 23
Nortel 24
Rightnow 24
SendWordNow 24
SoundBite 24
TelephoneticsVIP 24
Tuvox 24
Varolii 25
West 25
Voxeo 25
Go to Market 26
Channel partners: Direct sales and CC experts 26
Pricing options 26
Future trends 26
The future for IVR will see an increasing use of standards and consolidation 26
Recommendations 27
Vendors should standardize using SIP 27
Vendors should market hosting through its key advantage of scalability on demand 27
Vendors should provide packaged solutions to grow into new markets 27
Most growth in hosted speech has been in US and vendors should look for strategic partners to expand into new regions 28
APPENDIX 29
Definitions 29
Methodology 30
Further reading 30
Ask the analyst 30
Datamonitor consulting 31
Disclaimer 31
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