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Global Interactive Voice Response (IVR) Systems Industry
[June 27, 2016]

Global Interactive Voice Response (IVR) Systems Industry


NEW YORK, June 27, 2016 /PRNewswire/ -- 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 2015 through 2022. Also, a six-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 84 companies including many key and niche players such as -

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

Read the full report: http://www.reportlinker.com/p03915679-summary/view-report.html

I. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONS

Study Reliability and Reporting Limitations I-1 Disclaimers.............. I-2 Data Interpretation & Reporting Level I-2 Quantitative Techniques & Analytics I-3 Product Definitions and Scope of Study I-3

II. EXECUTIVE SUMMARY

1. INDUSTRY OVERVIEW.............. II-1 Customer Service Automation Continues to Play a Crucial Role in Shaping Brand Experiences..............II-1 Droids Take Over Live Customer Care Agents, Expanding Opportunities for IVR..............II-1 IVR: Technology/Market Overview..............II-2 Product Market Structure: A Statistical Insight II-3 Table 1: Global IVR Systems Market (2015): Percentage Breakdown of Installed Systems by Input Mode (includes corresponding Graph/Chart)..............II-3

Table 2: Global IVR Systems Market (2015): Percentage Breakdown of Installed Systems by Number of Menus (includes corresponding Graph/Chart)..............II-3

Table 3: Global IVR Systems Market (2015): Percentage Breakdown of Installed Systems by Gender Voice (includes corresponding Graph/Chart)..............II-4 Noteworthy Trends, Drivers & Issues II-4 Healthy Outlook for the World Call Center Industry to Offer Trickle Down Benefits to the IVR Market II-4 Table 4: 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 2016 & 2022 (includes corresponding Graph/Chart)..............II-5 Mobile Telephony Revolution Creates Explosion in Inbound Call Volumes & Spurs Opportunities for IVR for Automating Call Handling.............. II-6 Table 5: 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)..............II-7 Continued Use of Telemarketing to Create Valuable Sales Leads, Drives Opportunities for Outbound IVR II-8 Advanced Natural Language Interactive IVR Comes of Age II-8 Table 6: Commercial Evolution of the Speech Technology Market Bodes Well for the Development of Affordable Speech Enabled IVR: World Market for Speech Technology (In US$ 000) by Technology Category for the Years 2016 & 2020 (includes corresponding Graph/Chart)..............II-10 Focus On Customer Experience Monitoring Drives Home the Importance of IVR Analytics..............II-10 Table 7: 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 2016 & 2020 (includes corresponding Graph/Chart).............. II-12 Focus On Personalized Marketing & Customer Service Drives Opportunities for Personalized IVR II-12 Visual IVR: The Future of Personalized & Digital IVR Experience II-13 Cloud Based IVR Makes Its Disruptive Emergence in the Market II-14 Table 8: Significant Financial Benefits of Cloud Adoption Fuels Interest in Migrating IVR to the Cloud: II-16 Breakdown of Annual Benefits Per Company (In US$ 000) Accruing from Reduced Costs per Cloud Application Deployed (includes corresponding Graph/Chart) II-16 Breakdown of Additional Revenue Opportunity Created Per Company (In US$ 000) per Cloud Application Deployed (includes corresponding Graph/Chart) II-16 Growing Complexity of IVR Infrastructure Maintenance Spurs Interest in Managed IVR Solutions II-17 Convergence of Big Data & Customer Experience Fuel the Emergence of Smart IVR Technology Solutions II-17 Companies Step Up Efforts to Analyze IVR Data II-18 Growing Popularity of IVR Payment Processing to Benefit Market Growth.............. II-18 Rise in IVR Security Threats Spurs Demand for Voice Biometrics Based IVR..............II-19 Healthcare Consumerism Drives Demand for IVR in the Healthcare Industry..............II-20 Table 9: 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)..............II-21 IVR in Clinical Research Gains Prominence II-22 Prescription Refills Through IVR Gains Prominence in the Competitive Pharmaceutical Retail Market II-22 Table 10: 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:..............II-23 Pharmaceutical Per Capita Spending (In US$) in Select Countries for the Years 2015 & 2020 II-23 Growing Share of Generics in the Pharmaceutical Industry (In % Value Share) in Select Countries for the Years 2010 & 2015.............. II-23 Lack of Human Touch: A Key Perspective Bottleneck to Growth II-24 Competitive Scenario..............II-24 Select IVR Solutions for Small Business II-25 Market Outlook.............. II-26

2. PRODUCT OVERVIEW.............. II-28 What are Interactive Voice Response Systems? II-28 Application Areas..............II-29 Advantages of IVR..............II-29 Manage High Call Volume..............II-30 Decrease Per Transaction Cost..............II-30 Prioritizes Incoming Calls..............II-30 Enhances First Call Resolution Rates II-30 Automating Customer Support..............II-30 24x7 Service.............. II-31 Eliminate Need for a Separate Customer Support Agent II-31 Smaller Companies and Startups II-31 Limitations.............. II-31 Basic Requirements for Deploying an IVR System II-31 IVR System Development..............II-32 Higher-End Tools.............. II-32 IP-PBX Server.............. II-32 IVR Protocols.............. II-33 VoIP.............. II-33 SIP.............. II-33 TCP/IP Protocols.............. II-33 What is Speech Recognition?..............II-33 Infrastructure Market..............II-34 Deployments at Enterprise Level - Influencing Growth II-34 Technology Enhancements - Serving as a Medium II-35 Potential Drawbacks.............. II-35 Speech Recognition Framework..............II-35 Telephony Platform.............. II-35 Enterprise-Based Speech Recognition Applications II-35 Network-Based Speech Recognition Applications II-35 Voice Portals.............. II-35 Factors Contributing to Growth in Speech Recognition Market II-36 Development of Speech Technology II-36 Impending Bottlenecks..............II-36 Integration - Not the Best Solution II-36 Noisy Environments - Not Suitable II-37 Speech Recognition - Optional than Compulsion II-37 Lower Note of Economic Situation - Pulling Down Demand II-37 Benefits of Speech-Enabled IVR Solutions II-37 Speech-Enabled Applications & Services II-38 IVR Technologies.............. II-38 Voice Recognition (VR)..............II-38 Speech Verification or Voice Authentication II-38 Text-to-Speech (TTS)..............II-39 Audiotext.............. II-39 Computer Telephony Integration (CTI) II-39 What is VoiceXML Technology?..............II-39 VoiceXML Design.............. II-40 VoiceXML Improves Customer Service II-40 VoiceXML Offers Benefits at Low Costs II-41 VoiceXML - Enhancing Speech Recognition Technology II-41 What's SALT Technology?..............II-41 What are Voice Portals?..............II-42 IVR in Various Communication Applications II-42 Multi-Modal Interactions.............II-42 Text Messaging.............. II-42 Tablets and Smartphones..............II-43 Speech Recognition Interface..............II-43 Unified Communications..............II-43 Social Networks.............. II-43 Speech and Text-to-Speech Integration II-43 Streaming Media Servers..............II-44 Visual IVR.............. II-44 Voice Biometrics.............. II-44 IVR Analytics.............. II-45 Simplified IVR Development Environments II-45 Multi-Channel Outbound IVRs..............II-45 History of IVR Systems..............II-46




3. END-USE MARKET ANALYSIS..............II-47 Travel and Financial Industry: Promoters of Speech Recognition Technology.............. II-47 Contact Center/Call Center..............II-47 Speech-Enabled IVR Systems: Imperative for Contact Centers II-47 Role of Interactive Voice Response (IVR) Systems in Contact Centers.............. II-48 IVR Systems in the Banking Sector II-48 Retail Industry.............. II-49 Healthcare Sector.............. II-49 IVRs in Hospital Settings..............II-49 Role of IVRS in Educational Institution II-50 Utilities.............. II-50 IVR - Public Opinion Polls..............II-50

4. PRODUCT/SERVICE LAUNCHES..............II-51 Cooper-Atkins Rolls Out Advanced IVR Service for TempTrak Enterprise Monitoring System..............II-51 Pindrop Unveils IVR Anti-Fraud II-51 E-Complish Launches Advanced IVR System II-51 Manulife Introduces IVR System in Canada II-51 Zendesk Announces Availability of Advanced Voice in Zendesk's Cloud-Based Contact Center..............II-51 Beltelecom Rolls Out Information Service through IVR System II-51 Delhi Metro Rail Introduces IVRS Helpline II-51 NICE Systems Unveils IVR Analytics Solution II-52 OSN Launches an Advanced IVR System II-52 24/7 Customer Releases New Version of [24]7 Speech II-52 Fonetic Solutions Rolls Out Linguistics Voice Platform II-52 TelcoAlert Offers IVR System Monitoring and Call Center Load Testing.............. II-52 Spoken Communications Unveils a New Spoken Smart IVR II-52 Survey & Ballot Systems Provides Phone Voting and IVR Services II-52 TTC Mobile Commences Implementation of Cloud-Based IVR Platform II-53 Dubai Hospital Launches IVR System II-53 Aria Telecom Rolls Out Special IVR Systems for Call Centers II-53


5. RECENT INDUSTRY ACTIVITY..............II-54 WTI Holdings Acquires IBM® WebSphere® Voice Response and IBM® Unified Messaging..............II-54 Radish Systems Partners with IVR Technology II-54 Radish Systems Forms Partnership with GM Voices II-54 Nuance Collaborates with TalkTalk to Improve IVR Experience II-54 AGNITY Global Collaborates with Radisys II-54 IVR Clinical Concepts Unveils New Brand Identity II-54 TeleVoice Implements Customized IVR Solution at 360 Mortgage Group.............. II-55 E-Complish Enters into Partnership with Dominion Dental Services II-55 IVR Technology Group and Jacada Forms Partnership II-55 GM Voices Partners with Automated Voice & Data Solutions II-55 Jacada Bags US Patent for Visual IVR Technology II-55 BandTel Acquires MCCT Matrix IVR Technology II-55 Altivon Partners with TekVision Technologies II-55 T-Mobile Czech Republic Upgrades IVR System II-56 E-Complish Join Forces with Municipal Parking Services II-56 Lockhart Power Company Selects Milsoft IVR Communications II-56 The Emirates Identity Authority Announces Addition of Urdu to its IVR.............. II-56 Aspect Software Acquires Voxeo II-56 AXON Integration & Development Teams Up with Nu Echo II-56 Uganda Telecom Purchases IVR System II-56

6. FOCUS ON SELECT PLAYERS..............II-57 [24]7 Inc. (USA).............. II-57 Aspect Software, Inc. (USA)..............II-57 AT&T, Inc. (USA).............. II-58 Avaya, Inc. (USA).............. II-58 Cisco Systems, Inc. (USA)..............II-59 Connect First, Inc. (USA)..............II-59 Convergys Corp. (USA)..............II-59 Database Systems Corp. (USA)..............II-60 Dialogic Corporation (Canada)..............II-60 E-Complish, Inc. (USA)..............II-61 Enghouse Systems Limited (Canada) II-61 Genesys (USA).............. II-61 Healthcare Technology Systems (HTS) (USA) II-61 Mitel Networks Corporation (Canada) II-62 Nuance Communications, Inc. (USA) II-62 True Image Interactive, Inc. (USA) II-63 Verizon Communications, Inc. (USA) II-63 Voicent Communications, Inc. (USA) II-63 West Corporation (USA)..............II-64

7. GLOBAL MARKET PERSPECTIVE..............II-65 Table 11: Global 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 2015 through 2022 (includes corresponding Graph/Chart) II-65

Table 12: Global 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 2009 through 2014 (includes corresponding Graph/Chart) II-66

Table 13: Global 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 2009, 2016 and 2022 (includes corresponding Graph/Chart)..............II-67 Analytics by Product Segment..............II-68 Table 14: Global 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 2015 through 2022 (includes corresponding Graph/Chart)..............II-68

Table 15: Global 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 2009 through 2014 (includes corresponding Graph/Chart).............. II-69

Table 16: Global 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 2009, 2016 and 2022 (includes corresponding Graph/Chart) II-70

Table 17: Global 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 2015 through 2022 (includes corresponding Graph/Chart)..............II-71

Table 18: Global 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 2009 through 2014 (includes corresponding Graph/Chart) II-72

Table 19: Global 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 2009, 2016 and 2022 (includes corresponding Graph/Chart) II-73

Table 20: Global 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 2015 through 2022 (includes corresponding Graph/Chart)..............II-74

Table 21: Global 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 2009 through 2014 (includes corresponding Graph/Chart) II-75

Table 22: Global 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 2009, 2016 and 2022 (includes corresponding Graph/Chart) II-76

Table 23: Global 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 2015 through 2022 (includes corresponding Graph/Chart)..............II-77

Table 24: Global 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 2009 through 2014 (includes corresponding Graph/Chart).............. II-78

Table 25: Global 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 2009, 2016 and 2022 (includes corresponding Graph/Chart) II-79

III. MARKET

1. THE UNITED STATES.............. III-1 A.Market Analysis.............. III-1 Outlook.............. III-1 Market Overview.............. III-1 IVR System Vendors Facing Decline in Profit Margin III-1 Speech-Enabled IVR Systems Increasing Efficiency III-1 Advances in Technology and Economic Recovery to Bolster IVR Market.............. III-2 New Technology Leveraging Efficiency and Profitability to Pharmaceutical Market..............III-2 Compatibility and Interoperability Features to Spearhead Future Markets..............III-2 Product/Service Launches..............III-2 Strategic Corporate Developments III-4 Select Players.............. III-6 B.Market Analytics..............III-13 Table 26: 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 2015 through 2022 (includes corresponding Graph/Chart) III-13

Table 27: 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 2009 through 2014 (includes corresponding Graph/Chart).............. III-14

Table 28: 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 2009, 2016 and 2022 (includes corresponding Graph/Chart).............. III-15

2. CANADA.............. III-16 A.Market Analysis.............. III-16 Outlook.............. III-16 Product Launch.............. III-16 Strategic Corporate Development III-16 Select Players.............. III-16 B.Market Analytics..............III-18 Table 29: 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 2015 through 2022 (includes corresponding Graph/Chart) III-18

Table 30: 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 2009 through 2014 (includes corresponding Graph/Chart)..............III-19

Table 31: 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 2009, 2016 and 2022 (includes corresponding Graph/Chart).............. III-20

3. EUROPE.............. III-21 A.Market Analysis.............. III-21 Current & Future Analysis..............III-21 Product Launches..............III-21 Strategic Corporate Developments III-21 B.Market Analytics..............III-22 Table 32: 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 2015 through 2022 (includes corresponding Graph/Chart) III-22

Table 33: 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 2009 through 2014 (includes corresponding Graph/Chart)..............III-23

Table 34: 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 2009, 2016 and 2022 (includes corresponding Graph/Chart).............. III-24

4. REST OF WORLD.............. III-25 A.Market Analysis.............. III-25 Current & Future Analysis..............III-25 Asia-Pacific.............. III-25 Developing Asian Countries: Focal Point for Future Growth III-25 Southeast Asian Companies Adapting IVR Systems III-25 Speech Recognition Technology in India: Yet to Take Off III-26 Market Trends.............. III-26 Asia-Pacific IVR Market Embraces Incredible Growth Potential III-26 IVR Systems to Witness Advancement in Speech Recognition III-26 IP Technology in IVR Systems to Gain Acceptance III-26 Strong Demand for Smartphones Augurs Well for IVR Market in Asia-Pacific..............III-27 Latin America: Market Overview III-27 Competitive Scenario..............III-27 Product Launches..............III-27 Strategic Corporate Developments III-28 B.Market Analytics..............III-29 Table 35: 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 2015 through 2022 (includes corresponding Graph/Chart) III-29

Table 36: 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 2009 through 2014 (includes corresponding Graph/Chart)..............III-30

Table 37: 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 2009, 2016 and 2022 (includes corresponding Graph/Chart).............. III-31

IV. COMPETITIVE LANDSCAPE

Total Companies Profiled: 84 (including Divisions/Subsidiaries - 85)

The United States (61) Canada (9) Europe (5) - France (2) - Germany (1) - Spain (1) - Rest of Europe (1) Asia-Pacific (Excluding Japan) (9) Middle East (1)
Read the full report: http://www.reportlinker.com/p03915679-summary/view-report.html

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