Global Interactive Voice Response System Market 2017-2021

  • ID: 4115461
  • Report
  • Region: Global
  • 70 pages
  • TechNavio
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FEATURED COMPANIES

  • Altitude
  • Avaya
  • Convergys
  • Enghouse Interactive
  • Genesys
  • NEC
  • MORE
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.

The 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

The 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 drivers
- Exponential increase in contact center data.
- For a full, detailed list, view the full report

Market challenges
- Technological challenge to IVR system.
- For a full, detailed list, view the full report

Market trends
- Rise in use of multi-channel and multi-modal access.
- For a full, detailed list, view the full 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?

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FEATURED COMPANIES

  • Altitude
  • Avaya
  • Convergys
  • Enghouse Interactive
  • Genesys
  • NEC
  • MORE
PART 01: Executive summary

PART 02: Scope of the report

PART 03: Research Methodology

PART 04: Introduction
Key market highlights

PART 05: Market landscape
Market overview
Standards for using IVR systems

PART 06: Market size and forecast
Market size and forecast

PART 07: Market segmentation by deployment model
Market segmentation by deployment model

PART 08: Market segmentation by end-user
Market overview
BFSI
Healthcare
Hospitality
Others

PART 09: Market segmentation by technology
Market segmentation by technology

PART 10: Geographical segmentation
Geographical segmentation
Americas
EMEA
APAC

PART 11: Decision framework

PART 12: Drivers and challenges
Market drivers
Impact of drivers on key customer segments
Market challenges
Impact of challenges on key customer segments

PART 13: 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

PART 14: Buying criteria
Buying criteria

PART 15: Five forces analysis
Five forces analysis

PART 16: Vendor landscape
Competitive landscape
Other prominent vendors

PART 17: Key vendor profiles
Avaya
Cisco Systems
Convergys
Genesys

PART 18: Appendix
List of abbreviations

Exhibit 01: Working of IVR Systems
Exhibit 02: Global IVR system market 2016-2021 ($ billions)
Exhibit 03: Difference between on-premises and cloud-based IVR systems
Exhibit 04: Global IVR system market: Segmentation by deployment model 2016 (% share)
Exhibit 05: Global IVR system market: Segmentation by deployment model 2016-2021 ($ billions)
Exhibit 06: Vendors offering various deployment models of IVR system
Exhibit 07: Global IVR system market: Segmentation by end-users 2016 (% share)
Exhibit 08: Global IVR system market: Segmentation by end-users 2016-2021 ($ billions)
Exhibit 09: Global IVR system market: Segmentation by technology 2016 (% share)
Exhibit 10: Global IVR system market: Segmentation by technology 2016-2021 ($ billions)
Exhibit 11: Global IVR system market: Segmentation by geography 2016 (% share)
Exhibit 12: Global IVR system market: Segmentation by geography 2016-2021 ($ billions)
Exhibit 13: Impact of drivers
Exhibit 14: Impact of challenges
Exhibit 15: Buying criteria for IVR systems
Exhibit 16: Five forces analysis
Exhibit 17: Vendor matrix: Features
Exhibit 18: Vendor matrix: Deployment model
Exhibit 19: Other prominent vendors
Exhibit 20: Avaya: Recent development
Exhibit 21: Cisco Systems: Recent developments
Exhibit 22: Convergys: Recent development
Exhibit 23: Genesys: Recent development
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FEATURED COMPANIES

  • Altitude
  • Avaya
  • Convergys
  • Enghouse Interactive
  • Genesys
  • NEC
  • MORE
New Report Released: – Global IVR System Market 2017-2021

The author of the report recognizes the following companies as the key players in the global IVR system market: Avaya, Cisco Systems, Convergys, and Genesys.

Other Prominent Vendors in the market are: Altitude, Aspect Software, Diagenix, Exotel Techcom, Enghouse Interactive, inContact, NEC, Ozonetel, Pronexus, Unify, Vocalcom, and Zendesk.

Commenting on the report, an analyst from the research team said: “One trend in market is rise in use of multi-channel and multi-modal access. Multi-channel access is accessing applications and information from various channels such as phones, laptops, and PDAs. Multi-modal access is the ability to access applications from multiple channels through the same session. With improved technological devices, vendors in the market are offering their customers the authority to choose the preferred channel of contact. This helps in generating more number of satisfied customers with improved interaction. Differentiation of services takes place by using multimodal platforms to improve caller experience across different channels.”

According to the report, one driver in market is increase in the number of calls. One of the major drivers for the global IVR system market is the increase in the number of calls by customers. There is a tremendous increase in the number of calls due to which agents are not able to receive the calls. Thus, organizations manage the increased number of calls and provide increased customer interaction with the help of IVR solutions. The use of dual-tone and speech technology reduces the hold time and drop off time for each call. This has increased the number of outbound calls, which results in automation of the routine tasks and helps in improving the efficiency of the agent. In the retail industry, speech technology is mostly used for receiving the calls, which when carried by IVR systems reduces the time, especially when there is a seasonal demand for some products.

Further, the report states that one challenge in market is data privacy and security risks. IVR systems used in contact centers need to ensure data privacy and security for customer’s data. IT solutions implemented for call center services should adhere to regulatory and compliance guidelines. For example, in the US, adherence to IT security guidelines framed by the National Institute of Standards and Technology is required. Vendors providing IT solutions, such as cloud computing, should ensure advanced and multi-factor authentication features. Cloud-based software solutions are delivered over the Internet, which increases the threat of cyberattacks. Hackers may breach the security systems encrypted in IT systems to steal personal data of customers. Cloud-based IVR systems are vulnerable to data breaches and personal data of callers collected through IVR systems will be hacked. Implementing additional security features requires additional investment on upgradation of technologies designed for contact centers. Therefore, vendors should upgrade the security features as per the latest regulatory guidelines.

The study was conducted using an objective combination of primary and secondary information including inputs from key participants in the industry. The report contains a comprehensive market and vendor landscape in addition to a SWOT analysis of the key vendors.
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"
  • Avaya
  • Cisco Systems
  • Convergys
  • Genesys
  • Altitude
  • Aspect Software
  • Diagenix
  • Exotel Techcom
  • Enghouse Interactive
  • inContact
  • NEC
  • Ozonetel
  • Pronexus
  • Unify
  • Vocalcom
  • Zendes
"
Note: Product cover images may vary from those shown
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