Identifying opportunities for network IVR in a changing global landscape
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The dividing lines between telecommunications providers, cable operators, and Internet companies are blurring as converged networks and multimedia communications emerge. As a result, competition is intensifying and service providers must differentiate on service and application delivery. In the realm of prepaid and value-added services, network interactive voice response (IVR) is still heavily used for automation and service enablement by service providers. However, with the growing adoption of smartphones, service providers now need to carefully craft strategies that maintain the value within value-add services while continuing to capitalize on their existing network IVR investments.
The dividing lines between telecommunications providers, cable operators, and Internet companies are blurring as converged networks and multimedia communications emerge. As a result, competition is intensifying and service providers must differentiate on service and application delivery. In the realm of prepaid and value-added services, network interactive voice response (IVR) is still heavily used for automation and service enablement by service providers. However, with the growing adoption of smartphones, service providers now need to carefully craft strategies that maintain the value within value-add services while continuing to capitalize on their existing network IVR investments.
Executive summary
In a nutshell
Ovum view
The network IVR landscape
Trends shaping the market
Key drivers for network IVR investments
Key barriers for network IVR investments
Network IVR in developed and emerging countries
Network IVR usage is expected to decline in developed countries with the rise of smartphones
Emerging countries represent the biggest opportunity for network IVR
Case study: network IVR in action
A snapshot of the competitive landscape for network IVR
Recommendations
Recommendations for service providers
Consolidate network IVR platforms to streamline management and operations
Improve the voice user interface and voice-driven capabilities
Uncover opportunities on the other end of the digital divide
Consider deploying mobile self-service capabilities on feature phones
Recommendations for vendors
Introduce new innovative applications and development capabilities by opening up APIs
Consider pursuing the hosted service market
Enable better voice user interface design and voice-driven capabilities
In a nutshell
Ovum view
The network IVR landscape
Trends shaping the market
Key drivers for network IVR investments
Key barriers for network IVR investments
Network IVR in developed and emerging countries
Network IVR usage is expected to decline in developed countries with the rise of smartphones
Emerging countries represent the biggest opportunity for network IVR
Case study: network IVR in action
A snapshot of the competitive landscape for network IVR
Recommendations
Recommendations for service providers
Consolidate network IVR platforms to streamline management and operations
Improve the voice user interface and voice-driven capabilities
Uncover opportunities on the other end of the digital divide
Consider deploying mobile self-service capabilities on feature phones
Recommendations for vendors
Introduce new innovative applications and development capabilities by opening up APIs
Consider pursuing the hosted service market
Enable better voice user interface design and voice-driven capabilities
LIST OF FIGURES
Figure 1: Feature phones versus smartphones in developed and emerging countries
Figure 1: Feature phones versus smartphones in developed and emerging countries
