The Future of Hosted IVR and Speech Self-service Solutions in North America
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Unlike their on-premise counterparts, hosted interactive voice response (IVR) platforms are not commodities within the self-service stack. Providers differentiate on quality of platform and service, but the true value of a hosted IVR self-service solution exists at the application level. However, the way in which consumers interact with enterprises has changed drastically with the advent of smartphones and other personal computing devices with network connectivity. Both enterprises and vendors must create self-service strategies that are effective today, but also prepare for a future in which the voice channel will only be one part of a comprehensive self-service solution.
Unlike their on-premise counterparts, hosted interactive voice response (IVR) platforms are not commodities within the self-service stack. Providers differentiate on quality of platform and service, but the true value of a hosted IVR self-service solution exists at the application level. However, the way in which consumers interact with enterprises has changed drastically with the advent of smartphones and other personal computing devices with network connectivity. Both enterprises and vendors must create self-service strategies that are effective today, but also prepare for a future in which the voice channel will only be one part of a comprehensive self-service solution.
Executive summary
In a nutshell
Ovum view
Market trends
On-premise IVR platforms are a commodity; IVR as a service is not
Price
Quality of service/continuous improvement
Reliability/scalability
After a drop-off, enterprises are investing in hosted IVR platforms
The value of the solution remains with the application
The hosted IVR market continues to consolidate with an emphasis on flexibility and multichannel capabilities
Migrating from telephony to hosted customer communications
Enterprise investment in hosted speech is currently flat, but will grow
Less focused on accuracy, more focused on context
Current market drivers
Cost savings are the primary reason to go hosted
Enterprise focus on customer retention
Businesses re-evaluate traditional deployment models as legacy technologies reach end-of-life
Non-traditional verticals such as health insurance face new challenges that drive investment
Structuring unstructured data
Multichannel and mobility
Self-service and social media integration
Definitions
Hosted IVR
TDM “traditional” platforms
TDM-IP “hybrid” platforms
Native IP platforms
Applications
Appendix
Methodology statement
In a nutshell
Ovum view
Market trends
On-premise IVR platforms are a commodity; IVR as a service is not
Price
Quality of service/continuous improvement
Reliability/scalability
After a drop-off, enterprises are investing in hosted IVR platforms
The value of the solution remains with the application
The hosted IVR market continues to consolidate with an emphasis on flexibility and multichannel capabilities
Migrating from telephony to hosted customer communications
Enterprise investment in hosted speech is currently flat, but will grow
Less focused on accuracy, more focused on context
Current market drivers
Cost savings are the primary reason to go hosted
Enterprise focus on customer retention
Businesses re-evaluate traditional deployment models as legacy technologies reach end-of-life
Non-traditional verticals such as health insurance face new challenges that drive investment
Structuring unstructured data
Multichannel and mobility
Self-service and social media integration
Definitions
Hosted IVR
TDM “traditional” platforms
TDM-IP “hybrid” platforms
Native IP platforms
Applications
Appendix
Methodology statement
LIST OF FIGURES
Figure 1: Hosted speech and DTMF sales in North America
Figure 1: Hosted speech and DTMF sales in North America
