ABSTRACT
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?
You can request one free hour of our analyst’s time when you purchase this market report. Details are provided within the report.
Table of Contents
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
List of Exhibits
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
