快速发展中的IVR市场收益

Abstract

Overview

Introduction

This brief will provide vendors with strategies to develop an optimal solution to gain more share in the IVR market in a changing infrastructure environment.

Scope

A discussion on the dynamics of the IVR in the changing infrastructure environment. An overview of the growth of Voice-XML based IVR solutions and the principal reasons for this expansion. A description of the ways in which vendors can align their IVR solutions to help customers increase quality of customer care.

Report Highlights

• How vendors can help customers leverage the IVR platform for the entire enterprise and create channels for revenue generation.
• Strategies for vendors to build a migration plan for customers to move towards a more open-standards based platform and to implement it by developing a healthy partner ecosystem.

Reasons to Purchase

• Learn about the market dynamics and the actions vendors should take to be successful in the market.
• Comprehend how open-standards - Voice-XML based IVR can help lower overall costs for enterprises and create new revenue channels for service providers

Table of Contents

• DATAMONITOR VIEW
  • CATALYST
  • SUMMARY
• ANALYSIS
  • Implement a flexible migration plan that meets the unique needs of companies
    • Showcase the advantages of moving to a Voice-XML platform
    • Tackle inhibitions on a case-by-case basis
    • Protect customer installed base with strategic pricing strategies
  • Focus on the core features and functions of IVR platforms
  • Develop an effective and unique partner ecosystem
    • Partnering with application developers
      • Partnering with system integrators (SI' s)
      • Partner with strategy and management consulting firms
  • Position IVR as an enabling platform across the entire enterprise
    • Unified Communications
    • Field services
  • Align IVR with new revenue channels
    • Multimedia benefits all stakeholders
    • Preempt customer interaction requirement
• ACTIONS
  • Give customers a roadmap to upgrade to the new technology
  • Allow businesses to design and manage their own applications
  • Sell IVR to the enterprise
  • Provide more channels to generate revenues
• APPENDIX
  • Definitions
    • Contact centers
    • Dual tone multi-frequency (DTMF)
    • Interactive voice response (IVR)
    • Open standards
    • Voice-XML
  • Methodology
  • Further reading
  • Ask the analyst
  • Datamonitor consulting
  • Disclaimer
  • List of Tables
    • Table 1: Voice-XML vs. Traditional IVR revenue, 2006- 2012
    • Table 2: Voice-XML vs. Traditional IVR revenue, 2006- 2012 by proportion
  • List of Figures
    • Figure 1: Voice-XML vs. Traditional IVR revenue, 2006- 2012