Understanding the Changing Role of IVR in Evolving Infrastructures (Review Report)

This report combines all three briefs from the voice business theme for Q4 2007. It provides an overview of drivers and trends across the global IVR market, considers how vendors can best profit from adopting particular strategies in the changing infrastructure environment, and which solutions will impact both the vendors and businesses the most.



Report Highlights
The combination of Voice-XML and IP is making IVR a strategic tool for the entire enterprise and service providers, allowing businesses to utilize the benefits of standardization and herald in new channels of revenue generation and improve call completion rates.


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Overview 1
Catalyst 1
Summary 1
Methodology 1
Executive Summary 3
Introduction 3
Understanding Key Drivers for IVR Investment in a Changing Landscape (Market Focus) 3
Profiting from IVR in a Rapidly Shifting Marketplace (Strategy Focus) 3
New Standards and Features to Expand IVR Boundaries (Technology Focus) 3
Analyzing Trends in the North American and EMEA IVR Markets (Databook) 4
Analyzing Trends in APAC and CALA IVR Markets (Databook) 4

UNDERSTANDING THE KEY DRIVERS FOR IVR INVESTMENT IN CHANGING LANDSCAPE (Market Focus) 8
Summary 8
Analysis 8
Increasing number of customer interactions and self-service transactions 8
Businesses are targeting new geographies with new products 9
Businesses are providing their customers more number of channels to communicate 9
Enterprises are leveraging IVR more strategically to create a win-win situation 9
Greater focus on customer service differentiation 11
Shift from a hardware- to a software-based approach 11
Leveraging past technology investments 12
Change in reporting paradigm 12
Massive exodus of existing traditional IVR systems as lifecycles come to an end 12
Migration to Voice-XML 12
Growing adoption of IP in the enterprise and the service provider markets 14
New opportunities in rapidly emerging markets 16
Tremendous growth in economic activities 17
Carrier IVR deployments 18
ACTIONS 19
A good migration plan could help the vendors in the long run 19
Partnership could be crucial to success 19
Vendors should look to provide more flexibility 19
PROFITING FROM IVR IN A RAPIDLY SHIFTING MARKETPLACE (Strategy Focus) 20
Summary 20
Analysis 20
Implement a flexible migration plan that meets the unique needs of companies 20
Showcase the advantages of moving to a Voice-XML platform 22
Tackle inhibitions on a case-by-case basis 22
Protect customer installed base with strategic pricing strategies 23
Focus on the core features and functions of IVR platforms 24
Develop an effective and unique partner ecosystem 24
Partnering with application developers 25
Partnering with system integrators (SI's) 25
Partner with strategy and management consulting firms 25
Position IVR as an enabling platform across the entire enterprise 25
Unified Communications 25
Field services 26
Align IVR with new revenue channels 27
Multimedia benefits all stakeholders 27
Preempt customer interaction requirement 27
ACTIONS 28
Give customers a roadmap to upgrade to the new technology 28
Allow businesses to design and manage their own applications 28
Sell IVR to the enterprise 28
Provide more channels to generate revenues 28
NEW STANDARDS AND FEATURES TO EXPAND IVR BOUNDARIES (Technology Focus) 29
Summary 29
Analysis 29
Voice-XML 3.0 can be used to enhance media control 29
Speaker identification and verification 29
Video interactive services with Voice-XML 30
Multimodality 30
New standards will help bring video IVR applications to market 32
Leveraging IP to optimize customer service 32
Multiple channels into the contact center 32
SIP is helping drive investment in IP 33
Utilizing network-based technologies through multi-tenancy 35
The case for multi-tenancy 35
Vendors should solve the security puzzle 36
Technology behind hosted multi-tenancy 36
Complementing Voice-XML with CCXML 36
A look at call control in Voice-XML 36
Call control in CCXML 37
The benefits of CCXML 37
ACTIONS 40
Understand issues faced by customers 40
ANALYZING TRENDS IN THE NORTH AMERICAN AND EMEA IVR MARKETS (Databook) 41
Introduction 41
IVR port shipment revenues NA and EMEA 2006 - 2012 41
IVR port shipment revenue North America, 2006 - 2012 42
Voice-XML vs. Traditional IVR revenue North America, 2006 - 2012 43
DTMF vs. Speech IVR revenues North America, 2006 - 2012 45
IVR port shipments North America, 2006 - 2012 46
Voice-XML vs. Traditional IVR ports North America, 2006 - 2012 47
DTMF vs. Speech IVR port shipments North America, 2006 - 2012 49
IVR ports by verticals North America, 2006 - 2012 50
Enterprise vs. Service provider IVR ports North America, 2006 - 2012 52
IP vs. TDM IVR ports North America, 2006 - 2012 53
IVR port shipment revenue EMEA, 2006 - 2012 55
Voice-XML vs. Traditional IVR revenue EMEA, 2006 - 2012 56
DTMF vs. Speech IVR revenues EMEA, 2006 - 2012 57
IVR port shipments EMEA, 2006 - 2012 59
Voice-XML vs. Traditional IVR ports EMEA, 2006 - 2012 60
DTMF vs. Speech IVR port shipments EMEA, 2006 - 2012 61
IVR ports by verticals EMEA, 2006 - 2012 63
Enterprise vs. Service provider IVR ports EMEA, 2006 - 2012 65
IP vs. TDM IVR ports EMEA, 2006 - 2012 66
ANALYZING TRENDS IN APAC AND CALA IVR MARKETS (Databook) 68
Introduction 68
IVR port shipment revenue APAC & CALA 2006 - 2012 68
IVR port shipment revenue APAC, 2006 - 2012 69
Voice-XML vs. Traditional IVR revenue APAC, 2006 - 2012 70
DTMF vs. Speech IVR revenue APAC, 2006 - 2012 72
IVR port shipment APAC, 2006 - 2012 73
Voice-XML vs. Traditional IVR ports APAC, 2006 - 2012 74
DTMF vs. Speech IVR port shipment APAC, 2006 - 2012 76
IVR ports by vertical APAC, 2006 - 2012 77
Enterprise vs. Service provider IVR ports APAC, 2006 - 2012 79
IP vs. TDM IVR ports APAC, 2006 - 2012 80
IVR port shipment revenue CALA, 2006 - 2012 82
Voice-XML vs. Traditional IVR revenue CALA, 2006 - 2012 83
DTMF vs. Speech IVR revenue CALA, 2006 - 2012 84
IVR port shipments CALA, 2006 - 2012 86
Voice-XML vs. Traditional IVR ports CALA, 2006 - 2012 87
DTMF vs. Speech IVR port shipments CALA, 2006 - 2012 88
IVR ports by verticals CALA, 2006 - 2012 90
Enterprise vs. Service provider IVR ports CALA, 2006 - 2012 92
IP vs. TDM IVR ports CALA, 2006 - 2012 93
APPENDIX 95
Definitions 95
Contact centers 95
Dual tone multi-frequency (DTMF) 95
Interactive voice response (IVR) 95
Open standards 95
Voice-XML 96
Methodology 96
Further reading 96
Ask the analyst 96
Datamonitor consulting 96
Disclaimer 96

[Inhaltsverzeichnis ausblenden]

Table 1: Voice-XML vs. Traditional IVR revenue, 2006- 2012 10
Table 2: Voice-XML vs. Traditional IVR revenue, 2006- 2012 by proportion 11
Table 3: Voice-XML vs traditional IVR port shipments, 2006-2012 13
Table 4: Voice-XML vs traditional IVR port shipments, 2006-2012 14
Table 5: TDM vs IP shipments for IVR, 2006-2012 15
Table 6: TDM vs IP shipments for IVR, 2006-2012 16
Table 7: IVR port shipment spend by region, 2006-2012 17
Table 8: Voice-XML vs. Traditional IVR revenue, 2006- 2012 21
Table 9: Voice-XML vs. Traditional IVR revenue, 2006- 2012 by proportion 22
Table 10: IVR port shipment revenues NA and EMEA, 2006 - 2012 42
Table 11: IVR port shipment revenue North America, 2006 - 2012 43
Table 12: Voice-XML vs. Traditional IVR revenue North America, 2006 - 2012 44
Table 13: Voice-XML vs. Traditional IVR revenue North America, 2006- 2012 by proportion 44
Table 14: DTMF vs. Speech IVR revenue North America, 2006 - 2012 45
Table 15: DTMF vs. Speech IVR revenue North America, 2006- 2012 by proportion 46
Table 16: IVR port shipment North America, 2006 - 2012 47
Table 17: Voice-XML vs. Traditional IVR ports North America, 2006 - 2012 48
Table 18: Voice-XML vs. Traditional IVR ports North America, 2006- 2012 by proportion 48
Table 19: DTMF vs. Speech IVR ports North America, 2006 - 2012 49
Table 20: DTMF vs. Speech IVR ports North America, 2006- 2012 by proportion 50
Table 21: IVR ports by verticals North America, 2006 - 2012 51
Table 22: IVR ports by verticals North America, 2006- 2012 by proportion 51
Table 23: Enterprise vs. Service provider IVR ports North America, 2006 - 2012 52
Table 24: Enterprise vs. Service provider IVR ports North America, 2006- 2012 by proportion 53
Table 25: IP vs. TDM IVR ports North America, 2006 - 2012 54
Table 26: IP vs. TDM IVR ports North America, 2006- 2012 by proportion 54
Table 27: IVR port shipment revenue EMEA, 2006 - 2012 55
Table 28: Voice-XML vs. Traditional IVR revenue EMEA, 2006 - 2012 56
Table 29: Voice-XML vs. Traditional IVR revenue EMEA, 2006- 2012 by proportion 57
Table 30: DTMF vs. Speech IVR revenue EMEA, 2006 - 2012 58
Table 31: DTMF vs. Speech IVR revenue EMEA, 2006- 2012 by proportion 58
Table 32: IVR port shipment EMEA, 2006 - 2012 59
Table 33: Voice-XML vs. Traditional IVR ports EMEA, 2006 - 2012 60
Table 34: Voice-XML vs. Traditional IVR ports EMEA, 2006- 2012 by proportion 61
Table 35: DTMF vs. Speech IVR ports EMEA, 2006 - 2012 62
Table 36: DTMF vs. Speech IVR ports EMEA, 2006- 2012 by proportion 62
Table 37: IVR ports by vertical EMEA, 2006 - 2012 64
Table 38: IVR ports by vertical EMEA, 2006- 2012 by proportion 64
Table 39: Enterprise vs. Service provider IVR ports EMEA, 2006 - 2012 65
Table 40: Enterprise vs. Service provider IVR ports EMEA, 2006- 2012 by proportion 66
Table 41: IP vs. TDM IVR ports EMEA, 2006 - 2012 67
Table 42: IP vs. TDM IVR ports EMEA, 2006- 2012 by proportion 67
Table 43: IVR port shipment revenue APAC & CALA, 2006 - 2012 69
Table 44: IVR port shipment revenue APAC, 2006 - 2012 70
Table 45: Voice-XML vs. Traditional IVR revenue APAC, 2006 - 2012 71
Table 46: Voice-XML vs. Traditional IVR revenue APAC, 2006- 2012 by proportion 71
Table 47: DTMF vs. Speech IVR revenue APAC, 2006 - 2012 72
Table 48: DTMF vs. Speech IVR revenue APAC, 2006- 2012 by proportion 73
Table 49: IVR port shipment APAC, 2006 - 2012 74
Table 50: Voice-XML vs. Traditional IVR ports APAC, 2006 - 2012 75
Table 51: Voice-XML vs. Traditional IVR ports APAC, 2006- 2012 by proportion 75
Table 52: DTMF vs. Speech IVR ports APAC, 2006 - 2012 76
Table 53: DTMF vs. Speech IVR ports APAC, 2006- 2012 by proportion 77
Table 54: IVR ports by vertical APAC, 2006 - 2012 78
Table 55: IVR ports by vertical APAC, 2006- 2012 by proportion 78
Table 56: Enterprise vs. Service provider IVR ports APAC, 2006 - 2012 79
Table 57: Enterprise vs. Service provider IVR ports APAC, 2006- 2012 by proportion 80
Table 58: IP vs. TDM IVR ports APAC, 2006 - 2012 81
Table 59: IP vs. TDM IVR ports APAC, 2006- 2012 by proportion 81
Table 60: IVR port shipment revenue CALA, 2006 - 2012 82
Table 61: Voice-XML vs. Traditional IVR revenue CALA, 2006 - 2012 83
Table 62: Voice-XML vs. Traditional IVR revenue CALA, 2006- 2012 by proportion 84
Table 63: DTMF vs. Speech IVR revenue CALA, 2006 - 2012 85
Table 64: DTMF vs. Speech IVR revenue CALA, 2006- 2012 by proportion 85
Table 65: IVR port shipment CALA, 2006 - 2012 86
Table 66: Voice-XML vs. Traditional IVR ports CALA, 2006 - 2012 87
Table 67: Voice-XML vs. Traditional IVR ports CALA, 2006- 2012 by proportion 88
Table 68: DTMF vs. Speech IVR ports CALA, 2006 - 2012 89
Table 69: DTMF vs. Speech IVR ports CALA, 2006- 2012 by proportion 89
Table 70: IVR ports by verticals CALA, 2006 - 2012 91
Table 71: IVR ports by verticals CALA, 2006- 2012 by proportion 91
Table 72: Enterprise vs. Service provider IVR ports CALA, 2006 - 2012 92
Table 73: Enterprise vs. Service provider IVR ports CALA, 2006- 2012 by proportion 93
Table 74: IP vs. TDM IVR ports CALA, 2006 - 2012 94
Table 75: IP vs. TDM IVR ports CALA, 2006- 2012 by proportion 94


Figure 1: Voice-XML vs. Traditional IVR revenue, 2006- 2012 10
Figure 2: Voice-XML vs traditional IVR port shipments, 2006-2012 13
Figure 3: TDM vs IP shipments for IVR, 2006-2012 15
Figure 4: IVR port shipment spend by region, 2006-2012 16
Figure 5: Agent position growth in BRIC, 2004 - 2009 18
Figure 6: Voice-XML vs. Traditional IVR revenue, 2006- 2012 21
Figure 7: CCXML provides the following capabilities 39
Figure 8: IVR port shipment revenues NA and EMEA, 2006 - 2012 41
Figure 9: IVR port shipment revenue North America, 2006 - 2012 42
Figure 10: Voice-XML vs. Traditional IVR revenue North America, 2006 - 2012 43
Figure 11: DTMF vs. Speech IVR revenue North America, 2006 - 2012 45
Figure 12: IVR port shipments North America, 2006 - 2012 46
Figure 13: Voice-XML vs. Traditional IVR ports North America, 2006 - 2012 47
Figure 14: DTMF vs. Speech IVR ports North America, 2006 - 2012 49
Figure 15: IVR ports by verticals North America, 2006 - 2012 50
Figure 16: Enterprise vs. Service provider IVR ports North America, 2006 - 2012 52
Figure 17: IP vs. TDM IVR ports North America, 2006 - 2012 53
Figure 18: IVR port shipment revenue EMEA, 2006 - 2012 55
Figure 19: Voice-XML vs. Traditional IVR revenue EMEA, 2006 - 2012 56
Figure 20: DTMF vs. Speech IVR revenue EMEA, 2006 - 2012 57
Figure 21: IVR port shipments EMEA, 2006 - 2012 59
Figure 22: Voice-XML vs. Traditional IVR ports EMEA, 2006 - 2012 60
Figure 23: DTMF vs. Speech IVR ports EMEA, 2006 - 2012 61
Figure 24: IVR ports by verticals EMEA, 2006 - 2012 63
Figure 25: Enterprise vs. Service provider IVR ports EMEA, 2006 - 2012 65
Figure 26: IP vs. TDM IVR ports EMEA, 2006 - 2012 66
Figure 27: IVR port shipment revenue APAC & CALA 2006 - 2012 68
Figure 28: IVR port shipment revenue APAC, 2006 - 2012 69
Figure 29: Voice-XML vs. Traditional IVR revenue APAC, 2006 - 2012 70
Figure 30: DTMF vs. Speech IVR revenue APAC, 2006 - 2012 72
Figure 31: IVR port shipment APAC, 2006 - 2012 73
Figure 32: Voice-XML vs. Traditional IVR ports APAC, 2006 - 2012 74
Figure 33: DTMF vs. Speech IVR ports APAC, 2006 - 2012 76
Figure 34: IVR ports by vertical APAC, 2006 - 2012 77
Figure 35: Enterprise vs. Service provider IVR ports APAC, 2006 - 2012 79
Figure 36: IP vs. TDM IVR ports APAC, 2006 - 2012 80
Figure 37: IVR port shipment revenue CALA, 2006 - 2012 82
Figure 38: Voice-XML vs. Traditional IVR revenue CALA, 2006 - 2012 83
Figure 39: DTMF vs. Speech IVR revenue CALA, 2006 - 2012 84
Figure 40: IVR port shipments CALA, 2006 - 2012 86
Figure 41: Voice-XML vs. Traditional IVR ports CALA, 2006 - 2012 87
Figure 42: DTMF vs. Speech IVR ports CALA, 2006 - 2012 88
Figure 43: IVR ports by verticals CALA, 2006 - 2012 90
Figure 44: Enterprise vs. Service provider IVR ports CALA, 2006 - 2012 92
Figure 45: IP vs. TDM IVR ports CALA, 2006 - 2012 93


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