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Global Interactive Voice Response System Market 2017-2021

Global Interactive Voice Response System Market 2017-2021

About IVR System

Interactive voice response (IVR) is an automated telephony system that interacts with callers, collects information, and routes calls to the appropriate recipient. An IVR system (IVRS) receives a voice input and touch-tone keypad selection and provides responses by means of voice, fax, callback, and e-mail.

Technavio’s analysts forecast the global IVR system market to grow at a CAGR of 12.63% during the period 2017-2021.

Covered in this report

The report covers the present scenario and the growth prospects of the global IVR system market for 2017-2021. To calculate the market size, the report presents a detailed picture of the market by way of study, synthesis, and summation of data from multiple sources.

The market is divided into the following segments based on geography:

  • Americas
  • APAC
  • EMEA
Technavio's report, Global IVR System Market 2017-2021, has been prepared based on an in-depth market analysis with inputs from industry experts. The report covers the market landscape and its growth prospects over the coming years. The report also includes a discussion of the key vendors operating in this market.

key vendors
  • Avaya
  • Cisco Systems
  • Convergys
  • Genesys
Other prominent vendors
  • Altitude
  • Aspect Software
  • Diagenix
  • Exotel Techcom
  • Enghouse Interactive
  • inContact
  • NEC
  • Ozonetel
  • Pronexus
  • Unify
  • Vocalcom
  • Zendesk
Market driver
  • Exponential increase in contact center data.
  • For a full, detailed list, view our report
Market challenge
  • Technological challenge to IVR system.
  • For a full, detailed list, view our report
Market trend
  • Rise in use of multi-channel and multi-modal access.
  • For a full, detailed list, view our report
Key questions answered in this report
  • What will the market size be in 2021 and what will the growth rate be?
  • What are the key market trends?
  • What is driving this market?
  • What are the challenges to market growth?
  • Who are the key vendors in this market space?
  • What are the market opportunities and threats faced by the key vendors?
  • What are the strengths and weaknesses of the key vendors?


  • Executive summary
  • Scope of the report
  • Research Methodology
  • Introduction
    • Key market highlights
  • Market landscape
    • Market overview
      • Table Working of IVR Systems
    • Standards for using IVR systems
  • Market size and forecast
    • Table Global IVR system market 2016-2021 ($ billions)
  • Market segmentation by deployment model
    • Table Difference between on-premises and cloud-based IVR systems
    • Table Global IVR system market: Segmentation by deployment model 2016 (% share)
    • Table Global IVR system market: Segmentation by deployment model 2016-2021 ($ billions)
    • Table Vendors offering various deployment models of IVR system
  • Market segmentation by end-user
    • Market overview
      • Table Global IVR system market: Segmentation by end-users 2016 (% share)
      • Table Global IVR system market: Segmentation by end-users 2016-2021 ($ billions)
    • BFSI
    • Healthcare
    • Hospitality
    • Others
  • Market segmentation by technology
    • Table Global IVR system market: Segmentation by technology 2016 (% share)
    • Table Global IVR system market: Segmentation by technology 2016-2021 ($ billions)
  • Geographical segmentation
    • Table Global IVR system market: Segmentation by geography 2016 (% share)
    • Table Global IVR system market: Segmentation by geography 2016-2021 ($ billions)
    • Americas
    • EMEA
    • APAC
  • Decision framework
  • Drivers and challenges
    • Market drivers
    • Impact of drivers on key customer segments
      • Table Impact of drivers
    • Market challenges
    • Impact of challenges on key customer segments
      • Table Impact of challenges
  • Market trends
    • Rise in use of multi-channel and multi-modal access
    • Incorporation of voice biometrics
    • Increased use of IP-based IVRs
    • Emergence of vertical-specific IVRs
  • Buying criteria
    • Table Buying criteria for IVR systems
  • Five forces analysis
    • Table Five forces analysis
  • Vendor landscape
    • Competitive landscape
      • Table Vendor matrix: Features
      • Table Vendor matrix: Deployment model
    • Other prominent vendors
      • Table Other prominent vendors
  • Key vendor profiles
    • Avaya
      • Table Avaya: Recent development
    • Cisco Systems
      • Table Cisco Systems: Recent developments
    • Convergys
      • Table Convergys: Recent development
    • Genesys
      • Table Genesys: Recent development
  • Appendix
    • List of abbreviations
  • Explore Technavio

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