U.S. IVR Market: Speech Re-ignites Growth “Sophisticated speech-recognition systems are expected...
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U.S. IVR Market: Speech Re-ignites Growth “Sophisticated speech-recognition systems are expected to revitalize the interactive voice response (IVR) systems market.” Enterprise CRM Analyst Team Frost & Sullivan Technological Advancements and Economic Recovery to Energize the Market
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Transcript of U.S. IVR Market: Speech Re-ignites Growth “Sophisticated speech-recognition systems are expected...
U.S. IVR Market: Speech Re-ignites Growth
“Sophisticated speech-recognition systems are expected to revitalize the interactive voice response (IVR) systems market.”
Enterprise CRM Analyst TeamFrost & Sullivan
Technological Advancements and Economic Recovery to Energize the Market
Post 9/11 revenue declines in key vertical markets and overall weakness in capital spending required that we revisit earlier forecasts
Advances in speech technology creating pent-up demand for speech-enabled IVR
Current and near term future economic environment favors
technologies with demonstrable and favorable ROI’s.
Industry Trends
Frost & Sullivan provides:
Speech and DTMF
Proprietary and Open
Direct Vs. Indirect Distribution
Vertical Market
Port Size
Hardware-centric, software-centric
Vendor Strategies
Key Features
Depth of Analysis• Sophisticated pricing model • Realistic forecasts • Thorough competitor profiles• Segmentation analysis
Thorough Research• Exhaustive analysis of SEC filings, government reports, White Papers,
vendor web sites, and trade journals• 20 interviews with executives from large and small companies, vendors and
resellers
Strategic Growth Recommendations• Based on demonstrated winning strategies
What We Offer
Large contact centers Large B-C industries (banking, travel, etc.)
Who Will Benefit?
What’s Included
Market Coverage
United States, 2001 – 2008
IVR= Interactive voice response
Automates customer self-service by interacting with enterprise
databases through touch tone and/or speech commands
Market Structure
Highly concentrated
Recent M&A activity
Products
• Two major groups; HW-centric point solutions and SW-centric
suite solutions
What’s Included (Cont’d)
Product Benefits Reduced labor and network costs Improved customer service
Customers Large contact centers Large B-C industries (banking, travel, etc.)
Distribution Primarily direct, trending to indirect
Business Models Traditional: Lock in large customers with proprietary platforms and sell
profitable upgrades/expansions New: Sell “open” systems wit IVR as the hook. Increase sales and profits
through CRM suites.
Key Market Participants
Aspect Communications Corp.AudioCodes Ltd.Avaya Corp.Big Sky Technologies, Inc.British Telecom plcCall Center MagazineCascade Technologies, Inc.Computer Instruments, Inc.Computer Talk Technology, Inc.Dac Systems, Inc.Database Systems Corp.Dax Systems, Inc..
Edify Corp.Electronic Data Systems Corp.Expanets, Inc.IBM Corp.Intel Corp.Interactive Intelligence, Inc.Intervoice, Inc.Norstan, Inc.Nortel Networks Ltd.Nuance Communications, Inc.Philips Business CommunicationsPlumgroup, Inc.
Key Market Participants (Cont’d)
Prairie Systems, Inc.Pulse Software & Consulting, Inc.Siemens Business Communication Systems, Inc.SpeechWorks International, Inc.Sprint Communications Company L.P.Symitar Systems, Inc.Syntellect, Inc.Telecommunications Industry Association, Inc.WillTel Communications
• Call toll free 877 GO FROST
(877.463.7876)
• Fax toll free 888.690.3329
• Email [email protected]
• Visit www.frost.com
For More Information
