Understanding Key Drivers for IVR Investment in a Changing Landscape (Market Focus)

The global IVR market continues to grow across all geographies amidst an underlying change in infrastructure from traditional hardware based technologies to software based approach. There is an increasing acceptance of Voice-XML platforms as businesses de

Report Highlights
Voice-XML continues to expand and increase its footprint in the IVR market. 2008 is the year where Voice-XML ports will overtake traditional ports both in terms of number of ports shipped and revenue. IP-based Voice-XML ports continue to increase at a phe
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DATAMONITOR VIEW 1
CATALYST 1
SUMMARY 1
ANALYSIS 2
Increasing number of customer interactions and self-service transactions 2
Businesses are targeting new geographies with new products 2
Businesses are providing their customers more number of channels to communicate 3
Enterprises are leveraging IVR more strategically to create a win-win situation 3
Greater focus on customer service differentiation 4
Shift from a hardware- to a software-based approach 5
Leveraging past technology investments 5
Change in reporting paradigm 5
Massive exodus of existing traditional IVR systems as lifecycles come to an end 6
Migration to Voice-XML 6
Growing adoption of IP in the enterprise and the service provider markets 7
New opportunities in rapidly emerging markets 9
Tremendous growth in economic activities 10
Carrier IVR deployments 11
ACTIONS 11
A good migration plan could help the vendors in the long run 11
Partnership could be crucial to success 12
Vendors should look to provide more flexibility 12
APPENDIX 13
Definitions 13
Contact centers 13
Dual tone multi-frequency (DTMF) 13
Interactive voice response (IVR) 13
Open standards 13
Voice-XML 14
Methodology 14
Further reading 14
Ask the analyst 14
Datamonitor consulting 14
Disclaimer 14
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Table 1: Voice-XML vs. Traditional IVR revenue, 2006- 2012 4
Table 2: Voice-XML vs. Traditional IVR revenue, 2006- 2012 by proportion 4
Table 3: Voice-XML vs traditional IVR port shipments, 2006-2012 7
Table 4: Voice-XML vs traditional IVR port shipments, 2006-2012 7
Table 5: TDM vs IP shipments for IVR, 2006-2012 8
Table 6: TDM vs IP shipments for IVR, 2006-2012 9
Table 7: IVR port shipment spend by region, 2006-2012 10

Figure 1: Voice-XML vs. Traditional IVR revenue, 2006- 2012 3
Figure 2: Voice-XML vs traditional IVR port shipments, 2006-2012 6
Figure 3: TDM vs IP shipments for IVR, 2006-2012 8
Figure 4: IVR port shipment spend by region, 2006-2012 9
Figure 5: Agent position growth in BRIC, 2004 - 2009 11
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