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Market Research Report

Interactive Voice Response (IVR) Systems

Published by Global Industry Analysts, Inc. Product code 225205
Published Content info 255 Pages
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Interactive Voice Response (IVR) Systems
Published: June 1, 2017 Content info: 255 Pages
Description

This report analyzes the worldwide markets for Interactive Voice Response (IVR) Systems in US$ Million by the following Product Segments: Less than 24 Ports, 25 to 46 Ports, 47 to 64 Ports, and 65 and Above Ports. The report provides separate comprehensive analytics for the US, Canada, Europe and Rest of World. Annual estimates and forecasts are provided for the period 2016 through 2024. Also, a five-year historic analysis is provided for these markets. Market data and analytics are derived from primary and secondary research. Company profiles are primarily based on public domain information including company URLs. The report profiles 81 companies including many key and niche players such as -

[24]7 Inc.
Aspect Software, Inc.
AT&T, Inc.
Avaya, Inc.
Cisco Systems, Inc.
Connect First, Inc.

Table of Contents
Product Code: MCP-1220

Table of Contents

I. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONS

  • Study Reliability and Reporting Limitations
  • Disclaimers
  • Data Interpretation & Reporting Level
    • Quantitative Techniques & Analytics
  • Product Definitions and Scope of Study

II. EXECUTIVE SUMMARY

1. INDUSTRY OVERVIEW

  • Customer Service Automation Continues to Play a Crucial Role in Shaping Brand Experiences
  • Opportunity for IVR Stands Amplified Against the Backdrop of Droids Taking Over Live Customer Care Agents
  • IVR: Technology/Market Overview
    • Table 1: Global IVR Systems Market (2017): Percentage Breakdown of Installed Systems by Input Mode (includes corresponding Graph/Chart)
    • Table 2: Global IVR Systems Market (2017): Percentage Breakdown of Installed Systems by Number of Menus (includes corresponding Graph/Chart)
  • Noteworthy Trends, Drivers & Issues
  • Healthy Outlook for the World Call Center Industry to Offer Trickle Down Benefits to the IVR Market
    • Table 3: Strong Investments in Call Centers to Benefit Demand for IVR as an Essential Call Center Equipment Indispensable in Keeping Operations Effective & Efficient: Global Spending On Call Centers (In US$ Million) by Geographic Region for the Years 2017 & 2022 (includes corresponding Graph/Chart)
  • Mobile Telephony Revolution Creates Explosion in Inbound Call Volumes & Spurs Opportunities for IVR for Automating Call Handling
    • Table 4: Strong Smartphone Penetration & a Parallel Rise in Inbound Customer Service Calls from Mobile Devices Strengthens the Business Case for IVR Auto Attendant for High Call Volume Handling: Global Smartphone Connections (in Billion) and Adoption Rate (as % of Total Mobile Connections) for Years 2013 through 2020 (includes corresponding Graph/Chart)
  • Continued Use of Telemarketing to Create Valuable Sales Leads, Drives Opportunities for Outbound IVR
  • The Ballooning eCommerce Market Fuels Demand for IVR
    • Table 5: With over 24% Growth in B2C eCommerce Sales by 2017, Building Customer Relationships Through IVR is Poised to Receive Mainstream Priority: Global Retail B2C E-Commerce Sales (in US$ Billion) by Geographic Region for the Years 2017 and 2020 (includes corresponding Graph/Chart)
  • Choice of Recorded Voice Gains Prominence in IVR Development & Deployment
    • Table 6: Female Voice Continues to Dominate as the Most Preferred Gender Voice for IVR Systems: Global IVR Systems Market (2017): Percentage Breakdown of Installed Systems by Gender Voice (includes corresponding Graph/Chart)
  • Advanced Natural Language Interactive IVR Comes of Age
    • Table 7: Commercial Evolution of the Speech Technology Market Bodes Well for the Development of Affordable Speech Enabled IVR: World Market for Voice and Speech Recognition Software (In US$ 000) by Category for the Years 2017 & 2022 (includes corresponding Graph/Chart)
  • The Rise of Conversational Commerce Drives the Popularity of Speech Enabled IVR
  • Focus On Customer Experience Monitoring Drives Home the Importance of IVR Analytics
    • Table 8: Growing Interest in Customer Experience Monitoring Encourages Investments in IVR Self-Service Business Intelligence: Global Revenue Breakdown for Customer Experience Monitoring Solutions (In US$ 000) by Geographic Region for the Years 2017 & 2020 (includes corresponding Graph/Chart)
  • Focus On Personalized Marketing & Customer Service Drives Opportunities for Personalized IVR
    • Visual IVR: The Future of Personalized & Digital IVR Experience
  • Cloud Based IVR Makes Its Disruptive Emergence in the Market
    • Table 9: Significant Financial Benefits of Cloud Adoption Fuels Interest in Migrating IVR to the Cloud:
      • Breakdown of Annual Benefits Per Company (In US$ 000) Accruing from Reduced Costs per Cloud Application Deployed (includes corresponding Graph/Chart)
      • Breakdown of Additional Revenue Opportunity Created Per Company (In US$ 000) per Cloud Application Deployed (includes corresponding Graph/Chart)
  • Growing Complexity of IVR Infrastructure Maintenance Spurs Interest in Managed IVR Solutions
  • Convergence of Big Data & Customer Experience Fuel the Emergence of Smart IVR Technology Solutions
    • Companies Step Up Efforts to Analyze IVR Data
  • Growing Popularity of IVR Payment Processing to Benefit Market Growth
  • Rise in IVR Security Threats Spurs Demand for Voice Biometrics Based IVR
  • Healthcare Consumerism Drives Demand for IVR in the Healthcare Industry
    • Table 10: Migration to Value Based Healthcare Spurs Opportunities for IVR in Optimizing Patient Satisfaction by Delivering Personalized, High Quality Care: % of Conventional Medicare Payment Linked to Quality & Value in the United States for the Years 2013, 2016 & 2018 (includes corresponding Graph/Chart)
    • IVR in Clinical Research Gains Prominence
    • Prescription Refills Through IVR Gains Prominence in the Competitive Pharmaceutical Retail Market
    • Table 11: Rising Per Capita Pharmaceutical Spending & the Switch From Branded to Generic Drugs Fuel Competition in Drug Retailing & Bring Valued Added Services Through IVR into the Spotlight:
      • Pharmaceutical Per Capita Spending (In US$) in Select Countries for the Years 2015 & 2020 (includes corresponding Graph/Chart)
      • Growing Share of Generics in the Global Pharmaceutical Industry for the Years 2013, 2015 & 2020 (includes corresponding Graph/Chart)
  • Lack of Human Touch: A Key Perspective Bottleneck to Growth
  • Market Outlook

2. PRODUCT OVERVIEW

  • What are Interactive Voice Response Systems?
  • Application Areas
    • Advantages of IVR
    • Manage High Call Volume
    • Decrease Per Transaction Cost
    • Prioritizes Incoming Calls
    • Enhances First Call Resolution Rates
    • Automating Customer Support
    • 24x7 Service
    • Eliminate Need for a Separate Customer Support Agent
    • Smaller Companies and Startups
  • Limitations
  • Basic Requirements for Deploying an IVR System
  • IVR System Development
  • Higher-End Tools
  • IP-PBX Server
  • IVR Protocols
  • VoIP
  • SIP
  • TCP/IP Protocols
  • What is Speech Recognition?
  • Infrastructure Market
  • Deployments at Enterprise Level - Influencing Growth
  • Technology Enhancements - Serving as a Medium
  • Potential Drawbacks
  • Speech Recognition Framework
  • Telephony Platform
  • Enterprise-Based Speech Recognition Applications
  • Network-Based Speech Recognition Applications
  • Voice Portals
  • Factors Contributing to Growth in Speech Recognition Market
  • Development of Speech Technology
  • Impending Bottlenecks
  • Integration - Not the Best Solution
  • Noisy Environments - Not Suitable
  • Speech Recognition - Optional than Compulsion
  • Lower Note of Economic Situation - Pulling Down Demand
  • Benefits of Speech-Enabled IVR Solutions
  • Speech-Enabled Applications & Services
  • IVR Technologies
  • Voice Recognition (VR)
  • Speech Verification or Voice Authentication
  • Text-to-Speech (TTS)
  • Audiotext
  • Computer Telephony Integration (CTI)
  • What is VoiceXML Technology?
  • VoiceXML Design
  • VoiceXML Improves Customer Service
  • VoiceXML Offers Benefits at Low Costs
  • VoiceXML - Enhancing Speech Recognition Technology
  • What's SALT Technology?
  • What are Voice Portals?
  • IVR in Various Communication Applications
  • Multi-Modal Interactions
  • Text Messaging
  • Tablets and Smartphones
  • Speech Recognition Interface
  • Unified Communications
  • Social Networks
  • Speech and Text-to-Speech Integration
  • Streaming Media Servers
  • Visual IVR
  • Voice Biometrics
  • IVR Analytics
  • Simplified IVR Development Environments
  • Multi-Channel Outbound IVRs
  • History of IVR Systems

3. END-USE MARKET ANALYSIS

  • Travel and Financial Industry: Promoters of Speech Recognition Technology
  • Contact Center/Call Center
  • Speech-Enabled IVR Systems: Imperative for Contact Centers
  • Role of Interactive Voice Response (IVR) Systems in Contact Centers
  • IVR Systems in the Banking Sector
  • Retail Industry
  • Healthcare Sector
  • IVRs in Hospital Settings
  • Role of IVRS in Educational Institution
  • Utilities
  • IVR - Public Opinion Polls

4. PRODUCT/SERVICE LAUNCHES

  • Ooredoo Launches IVR Payment System
  • Cooper-Atkins Rolls Out Advanced IVR Service for TempTrak Enterprise Monitoring System
  • Pindrop Unveils IVR Anti-Fraud
  • E-Complish Launches Advanced IVR System
  • Manulife Introduces IVR System in Canada
  • Zendesk Announces Availability of Advanced Voice in Zendesk's Cloud-Based Contact Center
  • Beltelecom Rolls Out Information Service through IVR System
  • Delhi Metro Rail Introduces IVRS Helpline
  • NICE Systems Unveils IVR Analytics Solution

5. RECENT INDUSTRY ACTIVITY

  • Monsan Deploys Dialogic PowerVille(tm) Visual IVR in the Cloud
  • Vocantas Inks MoU with Cogsdale
  • Apollo Funds to Acquire West Corporation
  • Lipigas to Deploy Dialogic PowerVille(tm) Visual IVR
  • PDX Forms Partnership With VoicePort
  • WTI Holdings Acquires IBM(r) WebSphere(r) Voice Response and IBM(r) Unified Messaging
  • Radish Systems Partners with IVR Technology
  • Radish Systems Forms Partnership with GM Voices
  • Nuance Collaborates with TalkTalk to Improve IVR Experience
  • AGNITY Global Collaborates with Radisys
  • IVR Clinical Concepts Unveils New Brand Identity
  • TeleVoice Implements Customized IVR Solution at 360 Mortgage Group
  • E-Complish Enters into Partnership with Dominion Dental Services
  • IVR Technology Group and Jacada Forms Partnership
  • GM Voices Partners with Automated Voice & Data Solutions
  • Jacada Bags US Patent for Visual IVR Technology
  • Altivon Partners with TekVision Technologies
  • E-Complish Join Forces with Municipal Parking Services
  • Lockhart Power Company Selects Milsoft IVR Communications

6. FOCUS ON SELECT PLAYERS

  • [24]7 Inc. (USA)
  • Aspect Software, Inc. (USA)
  • AT&T, Inc. (USA)
  • Avaya, Inc. (USA)
  • Cisco Systems, Inc. (USA)
  • Connect First, Inc. (USA)
  • Convergys Corp. (USA)
  • Database Systems Corp. (USA)
  • Dialogic Corporation (Canada)
  • DialogTech
  • E-Complish, Inc. (USA)
  • Enghouse Systems Limited (Canada)
  • Genesys (USA)
  • Mitel Networks Corporation (Canada)
  • Nuance Communications, Inc. (USA)
  • True Image Interactive, Inc. (USA)
  • Verizon Communications, Inc. (USA)
  • Voicent Communications, Inc. (USA)
  • West Corporation (USA)

7. GLOBAL MARKET PERSPECTIVE

    • Table 12: World Recent Past, Current & Future Analysis for Interactive Voice Response (IVR) Systems by Geographic Region - US, Canada, Europe and Rest of World Markets Independently Analyzed with Annual Revenues in US$ Million for the Years 2016 through 2024 (includes corresponding Graph/Chart)
    • Table 13: World Historic Review for Interactive Voice Response (IVR) Systems by Geographic Region - US, Canada, Europe and Rest of World Markets Independently Analyzed with Annual Revenues in US$ Million for the Years 2011 through 2015 (includes corresponding Graph/Chart)
    • Table 14: World 14-Year Perspective for Interactive Voice Response (IVR) Systems by Geographic Region - Percentage Breakdown of Revenues for US, Canada, Europe and Rest of World Markets for the Years 2011, 2017 and 2024 (includes corresponding Graph/Chart)
  • Analytics by Product Segment
    • Table 15: World Recent Past, Current & Future Analysis for Interactive Voice Response (IVR) Systems (Less than 24 Ports) by Geographic Region - US, Canada, Europe and Rest of World Markets Independently Analyzed with Annual Revenues in US$ Million for the Years 2016 through 2024 (includes corresponding Graph/Chart)
    • Table 16: World Historic Review for Interactive Voice Response (IVR) Systems (Less than 24 Ports) by Geographic Region - US, Canada, Europe and Rest of World Markets Independently Analyzed with Annual Revenues in US$ Million for the Years 2011 through 2015 (includes corresponding Graph/Chart)
    • Table 17: World 14-Year Perspective for Interactive Voice Response (IVR) Systems (Less than 24 Ports) by Geographic Region - Percentage Breakdown of Revenues for US, Canada, Europe and Rest of World Markets for the Years 2011, 2017 and 2024 (includes corresponding Graph/Chart)
    • Table 18: World Recent Past, Current & Future Analysis for Interactive Voice Response (IVR) Systems (25 to 46 Ports) by Geographic Region - US, Canada, Europe and Rest of World Markets Independently Analyzed with Annual Revenues in US$ Million for the Years 2016 through 2024 (includes corresponding Graph/Chart)
    • Table 19: World Historic Review for Interactive Voice Response (IVR) Systems (25 to 46 Ports) by Geographic Region - US, Canada, Europe and Rest of World Markets Independently Analyzed with Annual Revenues in US$ Million for the Years 2011 through 2015 (includes corresponding Graph/Chart)
    • Table 20: World 14-Year Perspective for Interactive Voice Response (IVR) Systems (25 to 46 Ports) by Geographic Region - Percentage Breakdown of Revenues for US, Canada, Europe and Rest of World Markets for the Years 2011, 2017 and 2024 (includes corresponding Graph/Chart)
    • Table 21: World Recent Past, Current & Future Analysis for Interactive Voice Response (IVR) Systems (47 to 64 Ports) by Geographic Region - US, Canada, Europe and Rest of World Markets Independently Analyzed with Annual Revenues in US$ Million for the Years 2016 through 2024 (includes corresponding Graph/Chart)
    • Table 22: World Historic Review for Interactive Voice Response (IVR) Systems (47 to 64 Ports) by Geographic Region - US, Canada, Europe and Rest of World Markets Independently Analyzed with Annual Revenues in US$ Million for the Years 2011 through 2015 (includes corresponding Graph/Chart)
    • Table 23: World 14-Year Perspective for Interactive Voice Response (IVR) Systems (47 to 64 Ports) by Geographic Region - Percentage Breakdown of Revenues for US, Canada, Europe and Rest of World Markets for the Years 2011, 2017 and 2024 (includes corresponding Graph/Chart)
    • Table 24: World Recent Past, Current & Future Analysis for Interactive Voice Response (IVR) Systems (65 and Above Ports) by Geographic Region - US, Canada, Europe and Rest of World Markets Independently Analyzed with Annual Revenues in US$ Million for the Years 2016 through 2024 (includes corresponding Graph/Chart)
    • Table 25: World Historic Review for Interactive Voice Response (IVR) Systems (65 and Above Ports) by Geographic Region - US, Canada, Europe and Rest of World Markets Independently Analyzed with Annual Revenues in US$ Million for the Years 2011 through 2015 (includes corresponding Graph/Chart)
    • Table 26: World 14-Year Perspective for Interactive Voice Response (IVR) Systems (65 and Above Ports) by Geographic Region - Percentage Breakdown of Revenues for US, Canada, Europe and Rest of World Markets for the Years 2011, 2017 and 2024 (includes corresponding Graph/Chart)

III. MARKET

1. THE UNITED STATES

  • A. Market Analysis
    • Outlook
    • Market Overview
      • IVR System Vendors Facing Decline in Profit Margin
      • Speech-Enabled IVR Systems Increasing Efficiency
      • Advances in Technology and Economic Recovery to Bolster IVR Market
      • New Technology Leveraging Efficiency and Profitability to Pharmaceutical Market
      • Compatibility and Interoperability Features to Spearhead Future Markets
    • Product/Service Launches
    • Strategic Corporate Developments
    • Select Players
  • B. Market Analytics
    • Table 27: US Recent Past, Current & Future Analysis for Interactive Voice Response (IVR) Systems by Product Segment - Less than 24 Ports, 25 to 46 Ports, 47 to 64 Ports and 65 and Above Ports Markets Independently Analyzed with Annual Revenues in US$ Million for the Years 2016 through 2024 (includes corresponding Graph/Chart)
    • Table 28: US Historic Review for Interactive Voice Response (IVR) Systems by Product Segment - Less than 24 Ports, 25 to 46 Ports, 47 to 64 Ports and 65 and Above Ports Markets Independently Analyzed with Annual Revenues in US$ Million for the Years 2011 through 2015 (includes corresponding Graph/Chart)
    • Table 29: US 14-Year Perspective for Interactive Voice Response (IVR) Systems by Product Segment - Percentage Breakdown of Revenues for Less than 24 Ports, 25 to 46 Ports, 47 to 64 Ports and 65 and Above Ports Markets for the Years 2011, 2017 and 2024 (includes corresponding Graph/Chart)

2. CANADA

  • A. Market Analysis
    • Outlook
    • Product Launch
    • Select Players
  • B. Market Analytics
    • Table 30: Canadian Recent Past, Current & Future Analysis for Interactive Voice Response (IVR) Systems by Product Segment - Less than 24 Ports, 25 to 46 Ports, 47 to 64 Ports and 65 and Above Ports Markets Independently Analyzed with Annual Revenues in US$ Million for the Years 2016 through 2024 (includes corresponding Graph/Chart)
    • Table 31: Canadian Historic Review for Interactive Voice Response (IVR) Systems by Product Segment - Less than 24 Ports, 25 to 46 Ports, 47 to 64 Ports and 65 and Above Ports Markets Independently Analyzed with Annual Revenues in US$ Million for the Years 2011 through 2015 (includes corresponding Graph/Chart)
    • Table 32: Canadian 14-Year Perspective for Interactive Voice Response (IVR) Systems by Product Segment - Percentage Breakdown of Revenues for Less than 24 Ports, 25 to 46 Ports, 47 to 64 Ports and 65 and Above Ports Markets for the Years 2011, 2017 and 2024 (includes corresponding Graph/Chart)

3. EUROPE

  • A. Market Analysis
    • Current & Future Analysis
    • Product Launch
    • Strategic Corporate Development
  • B. Market Analytics
    • Table 33: European Recent Past, Current & Future Analysis for Interactive Voice Response (IVR) Systems by Product Segment - Less than 24 Ports, 25 to 46 Ports, 47 to 64 Ports and 65 and Above Ports Markets Independently Analyzed with Annual Revenues in US$ Million for the Years 2016 through 2024 (includes corresponding Graph/Chart)
    • Table 34: European Historic Review for Interactive Voice Response (IVR) Systems by Product Segment - Less than 24 Ports, 25 to 46 Ports, 47 to 64 Ports and 65 and Above Ports Markets Independently Analyzed with Annual Revenues in US$ Million for the Years 2011 through 2015 (includes corresponding Graph/Chart)
    • Table 35: European 14-Year Perspective for Interactive Voice Response (IVR) Systems by Product Segment - Percentage Breakdown of Revenues for Less than 24 Ports, 25 to 46 Ports, 47 to 64 Ports and 65 and Above Ports Markets for the Years 2011, 2017 and 2024 (includes corresponding Graph/Chart)

4. REST OF WORLD

  • A. Market Analysis
    • Current & Future Analysis
    • Asia-Pacific
      • Developing Asian Countries: Focal Point for Future Growth
      • Southeast Asian Companies Adapting IVR Systems
      • Speech Recognition Technology in India: Yet to Take Off
      • Market Trends
      • Asia-Pacific IVR Market Embraces Incredible Growth Potential
      • IVR Systems to Witness Advancement in Speech Recognition
      • IP Technology in IVR Systems to Gain Acceptance
      • Strong Demand for Smartphones Augurs Well for IVR Market in Asia-Pacific
    • Latin America: Market Overview
      • Competitive Scenario
    • Product Launches
    • Strategic Corporate Development
  • B. Market Analytics
    • Table 36: Rest of World Recent Past, Current & Future Analysis for Interactive Voice Response (IVR) Systems by Product Segment - Less than 24 Ports, 25 to 46 Ports, 47 to 64 Ports and 65 and Above Ports Markets Independently Analyzed with Annual Revenues in US$ Million for the Years 2016 through 2024 (includes corresponding Graph/Chart)
    • Table 37: Rest of World Historic Review for Interactive Voice Response (IVR) Systems by Product Segment - Less than 24 Ports, 25 to 46 Ports, 47 to 64 Ports and 65 and Above Ports Markets Independently Analyzed with Annual Revenues in US$ Million for the Years 2011 through 2015 (includes corresponding Graph/Chart)
    • Table 38: Rest of World 14-Year Perspective for Interactive Voice Response (IVR) Systems by Product Segment - Percentage Breakdown of Revenues for Less than 24 Ports, 25 to 46 Ports, 47 to 64 Ports and 65 and Above Ports Markets for the Years 2011, 2017 and 2024 (includes corresponding Graph/Chart)

COMPETITIVE LANDSCAPE

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