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IVR system is the technology used to interact with callers to collect information and route calls to the respective recipient. In addition, it is a technology used for improving the return on investment (ROI) on contact center investments. The IVR system applications offer customer self-service that helps in reducing the dependence on live agents for resolving customer service issues.

Analysts forecast the Global IVR System market to grow at a CAGR of 11.86 percent over the period 2013-2018.

Covered in this Report

This report covers the present scenario and the growth prospects of the Global IVR System market for the period 2014-2018. The report considers revenue generated from the following:

  • Outbound services
  • Inbound services

The report also considers the segmentation and growth prospects of the market on the basis of the following deployment models:

  • On-premise IVR systems
  • Hosted IVR systems

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Global IVR System Market 2014-2018, has been prepared based on an in-depth market analysis with inputs from industry experts. The report covers the Americas, and the APAC and EMEA region; it also covers the Global IVR System market landscape and its growth prospects in the coming years. The report includes a discussion of the key vendors operating in this market.

Key Regions

  • Americas
  • APAC
  • EMEA

Key Vendors

  • Avaya
  • Cisco Systems
  • Convergys
  • Genesys International

Other Prominent Vendors

  • Altitude Software
  • Aspect
  • Enghouse Interactive
  • NEC
  • SAP
  • Siemens
  • Vocalcom
  • Voxeo
  • West

Market Driver

  • Increase in Number of Call Volumes
  • For a full, detailed list, view our report

Market Challenge

  • Lack of Awareness of IVR Applications in Developing Countries
  • For a full, detailed list, view our report

Market Trend

  • Increased Use of Internet Protocol (IP)-based IVRs
  • For a full, detailed list, view our report

Key Questions Answered in this Report

  • What will the market size be in 2018 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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Table of Contents

01. Executive Summary

02. List of Abbreviations

03. Scope of the Report
03.1 Market Overview
03.2 Product Offerings

04. Market Research Methodology
04.1 Market Research Process
04.2 Research Methodology

05. Introduction

06. Market Description
06.1 Working of IVR System
06.2 Standards for Using IVR Systems

07. Market Landscape
07.1 Market Overview
07.1.1 Product Lifecycle of Global IVR Systems Market by Deployment Model
07.1.2 Product Lifecycle of Global IVR Systems Market by Technology
07.2 Global IVR Systems Market
07.3 IVR System Market by Ports Shipments
07.4 Five Forces Analysis

08. Market Segmentation by Technology

09. Market Segmentation by Application
09.1 Global IVR System Market by Application 2013
09.2 Global Outbound IVR System Market
09.2.1 Market Size and Forecast
09.2.2 Global Outbound IVR System Market by Technology 2013
09.3 Global Inbound IVR System Market
09.3.1 Matket Size and Forecast
09.3.2 Global Inbound IVR System Market by Technology 2013
09.4 Comparison between Outbound and Inbound System

10. Market Segmentation by Deployment Models
10.1 Hosted IVR Systems
10.2 On-premise IVR System
10.3 Global IVR System Market by Deployment Models 2013
10.4 Global IVR System Market by Deployment Models 2013-2018
10.5 Global Hosted IVR System Market
10.5.1 Market Size and Forecast
10.6 Global On-premise IVR System Market
10.6.1 Market Size and Forecast
10.6.2 Comparison between On-premise and Hosted IVR System

11. Market Segmentation by End-users

12. Geographical Segmentation
12.1 Global IVR System Market by Geographical Segmentation 2013
12.2 Global IVR System Market by Geographical Segmentation 2013-2018
12.2.1 IVR Systems Market in Americas
12.2.2 IVR Systems Market in EMEA Region
12.2.3 IVR Systems Market in APAC Region

13. Market Attractiveness
13.1 Market Attractiveness by Delivery Models
13.2 Market Attractiveness by Geographical Segmentation
13.3 Market Attractiveness by Application

14. Buying Criteria

15. Market Growth Drivers

16. Drivers and their Impact

17. Market Challenges

18. Impact of Drivers and Challenges

19. Market Trends

20. Trends and their Impact

21. Vendor Landscape
21.1 Competitive Scenario
21.2 Market Share Analysis 2013
21.3 Other Prominent Vendors

22. Key Vendor Analysis
22.1 Avaya
22.1.1 Key Facts
22.1.2 Business Overview
22.1.3 Business Segmentation by Revenue 2013
22.1.4 Business Segmentation by Revenue 2012 and 2013
22.1.5 Geographical Segmentation by Revenue 2013
22.1.6 Business Strategy
22.1.7 Recent Developments
22.1.8 SWOT Analysis
22.2 Cisco
22.2.1 Key Facts
22.2.2 Business Overview
22.2.3 Business Segmentation by Revenue
22.2.4 Geographical Segmentation by Revenue
22.2.5 Business Strategy
22.2.6 Key Information
22.2.7 SWOT Analysis
22.3 Convergys
22.3.1 Key Facts
22.3.2 Business Overview
22.3.3 Market Segmentation by Revenue 2013
22.3.4 Market Segmentation by Revenue 2012 and 2013
22.3.5 Geographical Segmentation by Revenue 2013
22.3.6 Business Strategy
22.3.7 Recent Developments
22.3.8 SWOT Analysis
22.4 Genesys
22.4.1 Key Facts
22.4.2 Business Overview
22.4.3 Key Solutions
22.4.4 Recent Developments
22.4.5 SWOT Analysis

23. Key Assumptions

24. Other Reports in this Series