Countries covered: Global
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 & 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 2009 through 2017. Also, a six-year historic analysis is provided for these markets. The report profiles 78 companies including many key and niche players such as Aspect Software Inc., AT&T Inc., Avaya, Inc., BCE, Inc., Cisco Systems Inc., Convergys Corp., Dialogic Corporation, Enghouse Systems Limited, Syntellect Inc., Genesys Telecommunications Laboratories Inc., Healthcare Technology Systems, IBM, Mitel Networks Corporation, Nuance Communications, Inc., Philips Speech Processing, Verizon Communications, Inc., Voxeo Corporation, West Corporation, and Holly Connects. Market data and analytics are derived from primary and secondary research. Company profiles are mostly extracted from URL research and reported select online sources.
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- 1. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONS
- Study Reliability and Reporting Limitations
- Disclaimers
- Data Interpretation & Reporting Level
- Quantitative Techniques & Analytics
- Product Definitions and Scope of Study
- 2. INDUSTRY OVERVIEW
- A Quick Primer
- Current Market Scenario
- Recession Slows Down Growth But Strengthens Underlying Business Fundamentals
- Recession-Related Worries Push ‘IVR Outsourcing’ Center Stage
- Outlook
- Other Trends & Issues
- Future Growth Potential For Outbound IVR is Enormous
- Use of Personalized IVR Technology Increasing
- Legacy Systems Being Replaced with New Technologies
- VoiceXML: the Dominant IVR Technology
- Table 1: Global IVR Port Shipments (2010 & 2015): Percentage Share Breakdown of IVR Ports Shippedby Type (includes corresponding Graph/Chart)
- VoiceXML 2.0 and IP Contact Centers - An Unbeatable Duo
- Cost Savings - The Primary Goal
- Vendors Shift Focus to Small & Medium Companies
- Large Companies Replace Legacy Systems
- Packaged Applications Steal the Show
- Hosted IVR Market-Poised for Momentous Growth
- IVR Market: Undergoing Major Transition
- Emergence of Standards Contributes to the Automated Speech Recognition Market
- Applications of Automated Speech Recognition
- Market Repositioning Offers a Flood of Opportunities
- Evolution of New Cohort of Vendors
- Strategic Tie Ups & Consolidations Herald Future Growth
- Market Share Findings
- Table 2: World IVR Market (2011): PercentageMarket Share Breakdown of Leading Vendors(includes corresponding Graph/Chart)
- Table 3: World Hosted/Managed Service IVR Market (2010): Percentage Share Breakdown of Revenues for LeadingPlayers (includes corresponding Graph/Chart)
- IVR Research- A Necessary tool to Enhance Customer Service
- Clinical IVRS- A New Kid in the Block
- Healthcare Technology Systems (HTS)- The Leader
- Pharmaceutical Industry- Refilling Through IVR
- Natural Language Fueling Growth for Speech-Enabled IVR Systems
- Innovative Pricing Strategies to Boost Growth
- IVR Systems - Backbone for Internet Telephony
- VXML and SALT: Battling it out
- United States - The Unconquered Monarch of IVR Market
- Asia-Pacific - Taking A Clue from its Western Counterparts
- Negative Mindset Pose Serious Challenge
- Get Human - A Fight for Consumer Right
- Short Market Sizzlers - A Recapitulation
- 3. PRODUCT OVERVIEW
- What are Interactive Voice Response Systems?
- Application Areas
- Basic Requirements for Deploying an IVR System
- IVR System Development
- Higher-End Tools
- 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?
- iVoice™ Advanced IVR System from iMessaging Systems Offers Key Features
- Cisco IP Interactive Voice Response System
- Advantages of Cisco IP IVR
- 4. 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
- Contact Center Market
- IVR Systems in the Banking Sector
- Statistical Findings on End-Use Markets
- Table 4: Global Market for IVR Systems (2010):Percentage Share of End-use Sector - Financial Services, Telecom, Technology, Travel & Tourism, and Others(includes corresponding Graph/Chart)
- 5. PRODUCT INNOVATIONS/INTRODUCTIONS
- Interact Introduces IVR System Channel on TMCnet
- Square Systems and Confirmit Enter Into Partnership Agreement
- Plum Voice Unveils IVR System Channel on TMCnet
- Air Miles Rolls Out IVR System
- Angel Deploys Caller First IVR Solutions for AstraZeneca
- E.W. Scripps to Standardize VBVoiceTM-based Subscription System
- NYRR to Deploy IVR Solution of Plum Voice
- Telnorm Provides Mexican University with Predictive Dialer Solution
- Intercept Networks Unveils Beta Phase of Intelligent Number(SM)
- Netxcell Introduces Single IVR system
- Maryland Transit Administration Unveils Mobility Direct Interactive Voice Response
- Ethiopian Commodity Exchange Introduces New SMS and IVR System
- Angel Introduces New Multimodal App
- MTNL and DigiVive Enter into Partnership
- Debt Resolve and E-Complish to Introduce IVR Versions of DR PreventTM and DR SettleTM Solutions
- Idea Cellular and handygo Launch Behtar Zindagi IVR Solution in India
- Nu Echo Introduces Mirador IVR Monitoring Service
- Pronexus Launches IVRguard Solution
- Postbank Unveils Interactive Voice Response System
- Datatel Launches New Credit Card Payment Gateway Service
- NewFound Communications Rolls Out VXML Dialer 3.
- TSYS Unveils MobilePASS
- Qtel Launches Self-Service Application and IVR
- NCH Software Unveils IVM Interactive Telephone System
- Simpro Solutions Unveils Automated IVR Customer Service Portal
- Datatel to Launch IVR Hosted Services
- Nortel Launches Nortel ICP
- Metaphor Solutions Introduces SayNDrive and SayNDial
- SpeechStorm to Unveil Visual IVR Applications Suite
- 800 PBX Launches Speech Driven IVR Applications Suite
- Tektronix Communications Unveils Zoey
- Kleward Consulting Launches IVRS Development
- Intervoice Launches Voice Portal
- Angle.com Expands its IVR Range
- Avaya Selects Nuance Speech Recognition Technology
- Envox Unveils CT ADE
- Avaya Launches Communications Solutions for Public Safety
- Avaya Introduces Speech Tools
- Voxeo Re-launches SIP and IVR Hosting Infrastructure
- NMS Communications Introduces the NMS Partner Network
- Tourtellotte Introduces New Trident IWR
- 6. RECENT INDUSTRY ACTIVITY
- Nuance Communications to Pocket Loquendo
- STI and TelASK Technologies Form Strategic Alliance
- RouteMatch Software Purchases RouteShoutTM TIS Platform from Deeplocal
- USAN Takes Over Interactive Softworks
- LDM Group Signs Agreement with Ateb
- Amvensys Telecom Holdings Takes Over Voicecom® Telecommunications
- West Interactive Takes Over TuVox
- Remembered Voices Selects Plum Voice for IVR Services
- West Corporation Pockets Holly Connects
- Getfugu Collaborates with Nuance Communications
- Plum Voice Enters into a Supply Agreement with Tyler Technologies
- BASIC HR Services Enters into Partnership with IVR Technology Group
- Ness Technologies Bags Supply Contract from Bank Discount
- Verizon Business and US Department of Health and Human Services Sign Contract
- Loquendo Collaborates with Digium
- Convergys Collaborates with IP Integration
- Enghouse Pockets Trio Enterprises
- Avaya Acquires Nortel Enterprise Solutions
- Phase Forward Snaps Up Business Unit of Covance
- VEXIS Systems Takes Over Voice Architects
- Voxeo Enters into Partnership with Remego
- Deltacom and DMS Florida Extend Partnership
- Virgin America Extends Partnership with TuVox
- Enghouse Acquires Envox
- Siemens Collaborates with Contact Solutions
- NMS Communications Collaborates with Atlantic Convergence
- Sangoma Technologies Signs Agreement to Acquire Stake in Paraxip Technologies
- IgeaCare Systems and Jenne Distributors Sign Distribution Agreement
- Telesoft Technologies Collaborates with Vicorp
- Convergys Acquires Intervoice
- Bio-Imaging Technologies Snaps Up Phoenix Data Systems
- MicroAutomation Enters into Partnership with Nexidia
- Nepal Telecom Enters into Collaboration with Pulse
- InforMedix Holdings and Audiopoint Enter into Partnership
- Telesoft Technologies Partners with Telisma
- Parature Partners with Angle.com
- Spoken Communications Announces Partnership with Call Genie
- MacSpeech Gains Licensing Rights for Dictation Technology From Nuance
- Verizon Gains VoiceXML Approval
- Ifbyphone Partners with SiteKreator, Launches Latest Ifbyphone Version
- Voxeo, VoiceVerified Unite Under Partnership Deal
- Nokia Siemens Bags Pan-India Contract from Bharti Airtel
- Verizon Business Forays into European IVR Market
- Radiology Ltd Selects the SpeechQ of MedQuist
- Syntellect Takes Over Fluency
- Vocantas Inks Partnership Agreement with CBA
- Passport Offices Install IVR Systems
- Bio-Imaging Takes Over Phoenix Data
- DOES Installs New IVR System
- Mandi Parishad Partners with Reliance Communication to Install IVR System
- SNAP Signs Agreement with Five
- Railway Division to Upgrade IVR System
- ClinPhone Enters into Global Collaboration with Invivodata
- 7. FOCUS ON SELECT PLAYERS
- Aspect Software, Inc. (USA)
- AT&T Inc. (USA)
- AVAYA, Inc. (USA)
- BCE, INC. (CANADA)
- Cisco Systems Inc (USA)
- Convergys Corp. (USA)
- Dialogic Corporation (Canada)
- Enghouse Systems Limited (Canada)
- Syntellect Inc. (USA)
- Genesys Telecommunications Laboratories Inc. (USA)
- Healthcare Technology Systems (HTS) (USA)
- IBM (USA)
- Mitel Networks Corporation (Canada)
- Nuance Communications, Inc. (USA)
- Philips Speech Processing (United Kingdom)
- Verizon Communications, Inc. (USA)
- Voxeo Corporation (USA)
- West Corporation (USA)
- Holly Connects (USA)
- 8. GLOBAL MARKET PERSPECTIVE
- Table 5: Global Recent Past, Current & Future Analysisfor Interactive Voice Response (IVR) Systems byGeographic Region - US, Canada, Europe andRest of World Markets Independently Analyzed withAnnual Revenues in US$ Million for the Years 2009through 2017 (includes corresponding Graph/Chart)
- Table 6: Global Historic Review for Interactive VoiceResponse (IVR) Systems by Geographic Region - US,Canada, Europe and Rest of World Markets IndependentlyAnalyzed with Annual Revenues in US$ Million for theYears 2003 through 2008 (includes correspondingGraph/Chart)
- Table 7: Global 15-Year Perspective for Interactive Voice Response (IVR) Systems by Geographic Region - Percentage Breakdown of Revenues for US, Canada, Europe and Restof World Markets for the Years 2003, 2010 and 2017(includes corresponding Graph/Chart)
- Analytics by Product Segment
- Table 8: Global Recent Past, Current & Future Analysisfor Interactive Voice Response (IVR) Systems (Less than24 Ports) by Geographic Region - US, Canada, Europeand Rest of World Markets Independently Analyzed withAnnual Revenues in US$ Million for the Years 2009through 2017 (includes corresponding Graph/Chart)
- Table 9: Global Historic Review for Interactive VoiceResponse (IVR) Systems (Less than 24 Ports) byGeographic Region -US, Canada, Europe andRest of World Markets Independently Analyzedwith Annual Revenues in US$ Million for theYears 2003 through 2008 (includescorresponding Graph/Chart)
- Table 10: Global 15-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 theYears 2003, 2010 and 2017 (includes corresponding Graph/Chart)
- Table 11: Global Recent Past, Current & FutureAnalysis for Interactive Voice Response (IVR)Systems (25 to 46 Ports) by Geographic Region -US, Canada, Europe and Rest of World MarketsIndependently Analyzed with Annual Revenuesin US$ Million for the Years 2009 through 2017(includes corresponding Graph/Chart)
- Table 12: Global Historic Review for Interactive VoiceResponse (IVR) Systems (25 to 46 Ports) by GeographicRegion - US, Canada, Europe and Rest of World Markets Independently Analyzed with Annual Revenues in US$Million for the Years 2003 through 2008 (includescorresponding Graph/Chart)
- Table 13: Global 15-Year Perspective for Interactive Voice Response (IVR) Systems (25 to 46 Ports) by GeographicRegion - Percentage Breakdown of Revenues for US,Canada, Europe and Rest of World Markets for theYears 2003, 2010 and 2017 (includes corresponding Graph/Chart)
- Table 14: Global Recent Past, Current & Future Analysisor Interactive Voice Response (IVR) Systems (47 to 64 Ports)by Geographic Region - US, Canada, Europe andRest of World Markets Independently Analyzed withAnnual Revenues in US$ Million for the Years 2009through 2017 (includes corresponding Graph/Chart)
- Table 15: Global Historic Review for Interactive VoiceResponse (IVR) Systems (47 to 64 Ports) by GeographicRegion - US, Canada, Europe and Rest of WorldMarkets Independently Analyzed with AnnualRevenues in US$ Million for the Years 2003 through2008 (includes corresponding Graph/Chart)
- Table 16: Global 15-Year Perspective for InteractiveVoice Response (IVR) Systems (47 to 64 Ports) byGeographic Region - Percentage Breakdown ofRevenues for US, Canada, Europe and Rest of WorldMarkets for the Years 2003, 2010 and 2017 (includes corresponding Graph/Chart)
- Table 17: Global Recent Past, Current & Future Analysisor Interactive Voice Response (IVR) Systems (65 and Above Ports) by Geographic Region - US, Canada, Europe andRest of World Markets Independently Analyzed withAnnual Revenues in US$ Million for the Years 2009through 2017 (includes corresponding Graph/Chart)
- Table 18: Global Historic Review for Interactive VoiceResponse (IVR) Systems (65 and Above Ports) byGeographic Region - US, Canada, Europe andRest of World Markets Independently Analyzedwith Annual Revenues in US$ Million for theYears 2003 through 2008 (includescorresponding Graph/Chart)
- Table 19: Global 15-Year Perspective for InteractiveVoice Response (IVR) Systems (65 and Above Ports)by Geographic Region - Percentage Breakdown ofRevenues or US, Canada, Europe and Rest of WorldMarkets for the Years 2003, 2010 and 2017 (includes corresponding Graph/Chart)
- 9. UNITED STATES
- A. Market Analysis
- Outlook
- United States
- Factors Influencing the IVR Market
- Trends & Issues
- IVR System Vendors Facing Decline in Profit Margin
- Speech-Enabled IVR Systems Increasing Efficiency
- Table 20: US Market for Traditional IVR Systems(2010): Percentage Share Breakdown of Revenuesfor DTMF and Speech Enabled IVR Systems(includes corresponding Graph/Chart)
- 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
- Statistical Findings
- Table 21: Leading Players in the US IVR SystemsMarket (2010): Percentage Breakdown ofDollar Sales for Avaya, Intervoice, and Others(includes corresponding Graph/Chart)
- Table 22: US Automatic Speech Recognition Market (2010): Percentage Share Breakdown of Value Salesfor Speech Processing by Category - SpeechRecognition, Text to Speech and Voice Authentication (includes corresponding Graph/Chart)
- Table 23: US Market for Speech Applications (2010): Percentage Breakdown of Value Sales for Custom Applications and Packaged Applications (includes corresponding Graph/Chart)
- Table 24: US Market for Speech Platforms (2010): Percentage Breakdown of Value Sales for TraditionalIVR Platforms and Standards based Platforms(includes corresponding Graph/Chart)
- Table 25: US Automatic Speech Recognition Market (2010): Percentage Breakdown of Value Sales ofLeading Players - Nuance Communications, IBMand Others (includes corresponding Graph/Chart)
- Table 26: US Market for Voice Applications (2010): Percentage Share Breakdown by Application - Call Centers, Communication, Directory, Business Process Automation, Transactions and Others (includes corresponding Graph/Chart)
- Product Launches
- Strategic Corporate Developments
- Select Players
- B. Market Analytics
- Table 27: US Recent Past, Current & Future Analysisfor Interactive Voice Response (IVR) Systems by Product Segment - Less than 24 Ports, 25 to 46 Ports, 47 to64 Ports and 65 and Above Ports Markets Independently Analyzed with Annual Revenues in US$ Millionfor the Years 2009 through 2017 (includescorresponding Graph/Chart)
- Table 28: US Historic Review for Interactive VoiceResponse (IVR) Systems by Product Segment - Lessthan 24 Ports, 25 to 46 Ports, 47 to 64 Ports and 65and Above Ports Markets Independently Analyzedwith Annual Revenues in US$ Million for the Years 2003 through 2008 (includes corresponding Graph/Chart)
- Table 29: US 15-Year Perspective for InteractiveVoice Response (IVR) Systems by Product Segment - Percentage Breakdown of Revenues for Lessthan 24 Ports, 25 to 46 Ports, 47 to 64 Ports and 65and Above Ports for the years 2003, 2010 and 2017(includes corresponding Graph/Chart)
- Analytics By End-Use
- Table 30: US Recent Past, Current & Future Analysisfor Interactive Voice Response (IVR) Systems by End-Use Sector - Banking/Finance, Telecom, Insurance, Travel/ Hospitality, Healthcare and Other MarketsIndependently Analyzed with Annual Revenues inUS$ Million for the Years 2009 through 2017(includes corresponding Graph/Chart)
- Table 31: US Historic Review for Interactive VoiceResponse (IVR) Systems by End-Use Sector - Banking/Finance, Telecom, Insurance, Travel/Hospitality, Healthcare and Other MarketsIndependently Analyzed with Annual Revenuesin US$ Million for the Years 2003 through 2008(includes corresponding Graph/Chart)
- Table 32: US 15-Year Perspective for Interactive Voice Response (IVR) Systems by End-Use Sector - Percentage Breakdown of Revenues for Banking/Finance, Telecom, Insurance, Travel/Hospitality, Healthcare and OtherMarkets for the years 2003, 2010 and 2017 (includes corresponding Graph/Chart)
- 10. CANADA
- A. Market Analysis
- Outlook
- Table 33: Canadian Market for Traditional IVRShipments (2010): Percentage Share Breakdown of Revenues for DTMF and Speech Enabled IVRSystems (includes corresponding Graph/Chart)
- Product Launches
- Strategic Corporate Development
- Select Players
- B. Market Analytics
- Table 34: Canadian Recent Past, Current & FutureAnalysis for Interactive Voice Response (IVR) Systemsby Product Segment - Less than 24 Ports, 25 to46 Ports, 47 to 64 Ports and 65 and Above PortsMarkets Independently Analyzed with Annual Revenuesin US$ Million for the Years 2009 through 2017(includes corresponding Graph/Chart)
- Table 35: Canadian Historic Review for InteractiveVoice Response (IVR) Systems by Product Segment -Less than 24 Ports, 25 to 46 Ports, 47 to 64 Portsand 65 and Above Ports Markets IndependentlyAnalyzed with Annual Revenues in US$ Millionfor the Years 2003 through 2008 (includescorresponding Graph/Chart)
- Table 36: Canadian 15-Year Perspective for Interactive Voice Response (IVR) Systems by Product Segment - Percentage Breakdown of Revenues for Less than 24Ports, 25 to 46 Ports, 47 to 64 Ports and 65 andAbove Ports for the years 2003, 2010 and 2017(includes corresponding Graph/Chart)
- 11. EUROPE
- A. Market Analysis
- Current & Future Analysis
- Product Launches
- Strategic Corporate Developments
- Philips Speech Processing (United Kingdom) - A Key Player
- B. Market Analytics
- Table 37: European Recent Past, Current & FutureAnalysis for Interactive Voice Response (IVR) Systemsby Product Segment - Less than 24 Ports, 25 to46 Ports, 47 to 64 Ports and 65 and Above PortsMarkets Independently Analyzed with Annual Revenuesin US$ Million for the Years 2009 through 2017(includes corresponding Graph/Chart)
- Table 38: European Historic Review for InteractiveVoice Response (IVR) Systems by Product Segment -Less than 24 Ports, 25 to 46 Ports, 47 to 64 Ports and 65and Above Ports Markets Independently Analyzed with Annual Revenues in US$ Million for the Years 2003through 2008 (includes corresponding Graph/Chart)
- Table 39: European 15-Year Perspective for Interactive Voice Response (IVR) Systems by Product Segment - Percentage Breakdown of Revenues for Less than24 Ports, 25 to 46 Ports, 47 to 64 Ports and 65 andAbove Ports for the years 2003, 2010 and 2017(includes corresponding Graph/Chart)
- 12. REST OF WORLD
- A. Market Analysis
- Current & Future Analysis
- Asia-Pacific
- Overview
- 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
- Latin America: Market Overview
- Competitive Scenario
- Product Launches
- B. Market Analytics
- Table 40: Rest of World Recent Past, Current & Future Analysis for Interactive Voice Response (IVR) Systemsby Product Segment - Less than 24 Ports, 25 to 46 Ports,47 to 64 Ports and 65 and Above Ports Markets Independently Analyzed with Annual Revenuesin US$ Million for the Years 2009 through 2017(includes corresponding Graph/Chart)
- Table 41: Rest of World Historic Review for InteractiveVoice Response (IVR) Systems by Product Segment -Less than 24 Ports, 25 to 46 Ports, 47 to 64 Portsand 65 and Above Ports Markets IndependentlyAnalyzed with Annual Revenues in US$ Millionfor the Years 2003 through 2008 (includescorresponding Graph/Chart)
- Table 42: Rest of World 15-Year Perspective forInteractive Voice Response (IVR) Systems by Product Segment - Percentage Breakdown of Revenues forLess than 24 Ports, 25 to 46 Ports, 47 to 64 Portsand 65 and Above Ports for the years 2003, 2010and 2017 (includes corresponding Graph/Chart)
- COMPETITIVE LANDSCAPE
- Total Companies Profiled: 78 (including Divisions/Subsidiaries - 80)Region/Country Players
- The United States
- Canada 10
- Europe
-
- France
- The United Kingdom
- Rest of Europe 2
Asia-Pacific (Excluding Japan) 4
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